John is very good at keeping his feelings to himself when he is under stress. What skill has John developed?

• Self-esteem

• Self-control

• Self consciousness

• Self-actualization

One of the ways that self-control can help you have good interpersonal relationships is by

• preventing you from getting angry

• showing you how to cope with life.

• helping you to vent your anger on others.

• helping you to think before you speak.

When customers request any of the service “extras” your store offers

• Tell them they’ll have to contact Customer Service for further information

• Tell them they’ll have to wait until you finish with the other customers in your area before you can

• Make a note in your client record system so you can provide more personalized service when those customers return in the future

• Tell them they’ll have to wait until you finish with the other customers in your area before you can give them that amount of time

When working with customers with disabilities be sure to take your time, be patient, and

• Speak loudly, using a lot of hand gestures

• Let the customer help you understand his needs

• When you can, make decisions for the customer

Acting as a personal shopper

• Should be avoided since it takes you away from other customers

• Can add interest and challenge to your job

• Does not require any special skills or talents

When your customer asks you to make an exception to the company policy regarding warranties, you should probably

• Check with your immediate supervisor or manager

• Make the exception, but only if the customer promises to make additional purchases

• Tell him you do not make exceptions

What portion of the general population may have disabilities which are not obvious and may be difficult to perceive?

• One-third

• One-fourth

• Two-thirds

• One-half

Which of the following is an example of an employee’s using company resources for personal purposes while on the job:

• Typing letters to friend

• Faxing order to suppliers

• Putting postage on business mail

• Sending e-mail to customers

Which of the following might be acceptable techniques for directing a customer to the Customer Service department

• “Customer Service is on the third floor, take the elevator and turn right when you get off.  I’d go with you, but I can’t leave this area unattended at the moment.”

• “Someone in Customer Service can help you with that; I’ll show you the way.”

• “You’ll have to take this to Customer Service; I can’t help you here.”

In order to provide good service, employees would give customers

• unsolicited advice

• personal opinions

• limited information

• complete attention