41) Oki is a sales associate at a computer sales store. He notices an older man with tattered clothing enters the store. How should he first approach the customer?

• A. Inform the customer of available lay-away plans.

• B. Ask the customer to look at the posted dress code and leave.

• C. Greet the customer and ask if he would like her assistance.

• D. Wait until the customer approaches her and handle it.

42) Sierra has taken initiative to create a new operations manual for the office. To gather accurate information for the manual, she decides to survey the staff to determine which procedures are currently used. Sierra is demonstrating:

• A. internal customer service.

• B. independence.

• C. career goals.

• D. telecommunications.

43) A customer who speaks little English calls with questions about a product he recently purchased at your store. You are having difficulty understanding him. What is your best approach to helping this customer?

• A. Follow the established customer-service policy.

• B. Find a coworker of another ethnicity who can help.

• C. Send the caller to your supervisor.

• D. Tell the customer you cannotunderstand him and ask him to visit thestore.

44) Project tasks have been assigned to individual team members. Which action MOST hurts the potential success of the team?

• A. Having distinct roles

• B. Inspiring competition among team members

• C. Individuals requesting help when problems arise

• D. Focusing exclusively on individual roles

45) Which of the following BEST describes contributing to the success of any team?

• A. Working collaboratively with others

• B. Isolating your work to be more productive

• C. Asking others for assistance

• D. Volunteering to be the leader

46) _____ allows you the opportunity to define your company's goals, ethics, culture, and norms for decision making.

• A. The vision statement

• B. Legal disclaimers

• C. The mission statement

• D. The manufacturer's resources

47) Which of the following is most closely related to the "culture" of an organization?

• A. Workplace procedures

• B. Economic advantage

• C. Company values

• D. Competitive edge

48) The sometimes predictable fluctuations in economic activity of one company, such as employment and production, are referred to as:

• A. microeconomics.

• B. the business cycle.

• C. the law of demand.

• D. the law of supply.

49) What is the result of a large supply but a low demand for a particular product?

• A. an increase in price

• B. surplus

• C. an increase in competition

• D. a monopoly

50. If you are interested in a promotion, which of the following is essential?

• A. Take coworkers to lunch.

• B. Acquire and prove new industry knowledge.

• C. Develop a friendship with your supervisor.

• D. Hire a life coach.