Certified Supervisory Management Preparatory Quiz

Which is the direction or vision of an organization that supports day-to-day interactions with customers

• Standard of Conduct

• Delivery System

• Service Philosophy

• Mission Statement

Which type of decision-making attempts to evaluate factual information through the use of some type of deductive reasoning process?

• The intuitive approach

• The rational approach

• The brainstorming approach

• The Brainwave approach

What must you be aware of as a customer service representative if you are to understand and serve a diverse group of customers?

• its best to treat all customers the same

• reacting to unproductive behavior is helpful

• all people are similiar in some ways

• differences in behavior are cultural, not personal

Which is the idea that women get promoted more slowly in traditional male fields?

• the glass ceiling

• the glass escalator

• the double blind dilemma

• the invisible wall

Through what process does managers decide how to organize important tasks into jobs that are needed to produce the organization's goods or services.

• job design

• mass production technology

• continuous process techology

• small batch technology

Achievement driven people

• like immediate feedback

• dislike controlling an environment

• are easily distracted

• take great chances

What type of decision is based on passed experiences and immediate experiences about the available information?

• a heuristical decision

• an intuitive decision

• a programmed decision

• a non-programmed decision

Which is a potential strength of a company?

• brand name reputation

• adverse demographic changes

• complacency among rival firms

• a narrow product line

Which is indicated by the number of subordinates who directly report to a manager?

• span of control

• Authority

• chain of command

• hierarchy of authority

What must you be aware of as a customer service representative if you are to understand and serve a diverse group of customers?

• its best to treat all customers the same.

• reacting to unproductive behavior is helpful

• all people are similar in some ways

• differences in behavior are culture, not persona..