BM5425 Wk 5_Connected Employees

1. Why are service employees considered important in any business?

• A. They process payroll
  

• B. They monitor equipment
  

• C. They are a core part of the service product and deliver the brand promise
  

• D. They handle social media only

2. Which of the following is a key reason why service employees affect customer loyalty?

• A. They file documents
  

• B. They determine productivity
  

• C. They avoid customer interaction
  

• D. They only focus on internal work

3. What is a major source of stress for frontline employees?

• A. Too much vacation
  

• 
  B. Taking long breaks

• 
  C. Lack of internet access

• D. Balancing quality and productivity

4. What does “person/role conflict” refer to?

• A. Conflict between two customers
  

• B. Conflict between job duties and a staff member’s personality or beliefs

• 
  C. Arguments between supervisors
  

• D. Conflict in team scheduling

5. Which of the following is NOT a factor contributing to employee turnover?

• A. Lack of training
  

• B. Free gym memberships
  

• C. Lack of opportunity
  

• D. Insufficient compensation

6. What is the first step in reducing employee turnover?

• A. Raise product prices
  

• B. Offer free coffee
  

• C. Evaluate your company
  

• D. Hire more managers

7. Your churn rate is 12:9. What does this tell you?

• A. 9 out of 12 people stayed
  

• B. 3 out of 12 employees left (25%)
  

• C. 9 people resigned
  

• D. 12 people stayed

8. You want to keep 12 employees for at least 6 months. If the churn rate is 30%, how many should you hire?

• A. 12
  

• B. 15
  

• C. 16
  

• D. 13

9. What does employee empowerment mean?

• A. Giving raises every month
  

• B. Letting employees decide company policies
  

• C. Allowing employees to make decisions to help customers
  

• D. Hiring more supervisors

10. How can empowerment reduce employee turnover?

• A. Increases vacation time
  

• B. Reduces frustration by enabling faster decisions
  

• C. Lets employees skip work
  

• D. Eliminates training needs