WorksheetsIntroduction to Principles_Basics Concepts
Total questions: 32
Worksheet time: 17mins
Which of the following would be an appropriate use of language in an email?
"Yes, I'm happy to help you!"
"OK, no prob."
"Will check w my mgr"
"I'll run that by our Max team and get back to you."
In order to be understood on the telephone, a business's employees should always:
speak from notes
enunciate clearly
speak rapidly
use technical terminology
When you're feeling angry at someone, it helps to empathize with them, and consider their feelings. What does "empathize" mean?
Understand
Talk
Disagree
Smile
Albert wants to play basketball, but John wants to play a video game. They agree to spend an hour shooting hoops and an hour playing a video game. How did they resolve their disagreement?
They compromised.
Win-win
They decided to do things on their own.
No Deal
Albert gave in.
Lose-Win
John gave in.
Lose-Win
In order to be able to properly deal with
angry customers, you will need to
ignore the customer.
become angry and upset at them.
have strong customer service skills.
All of the above.
If you are helping a customer and see
another customer waiting,
demand that they wait their turn.
politely acknowledge them and let
them know you will assist them soon.
it is best to ignore them.
None of the above
Providing great customer service is
expected from employees and important to
businesses because
it is the law.
it is key to doing well and staying in
business.
it is fun.
All of the above.
Key characteristics of excellent customer
service are
politeness and friendliness.
promptness and listening.
professionalism.
All of the above
It is important to greet customers
only when they enter the store.
when you feel like it.
when they enter the store, call, or
when you come into contact with
them.
All of the above.
Employers desire employees with strong customer services skills because they realize that customer care is
at the heart of a business being successful.
True
False
An upset or angry customer will most likely return.
False
True
What is feedback?
Criticizing somebody's behavior
Informing someone on how to improve
Giving advice to another person
Evaluating somebody's performance on performance committee
Which of the following is not a benefit of constructive feedback?
Helps learner know where faults are
Motivates Learner
Demotivates learner
Helps learner set goals
What type of feedback is most useful?
General
Specific
None
What kind of criticism is this-"You are doing horrible. This is the worst way of doing this!"
Constructive
Deconstructive
Which of the examples is effective constructive criticism?
You are a great person, therefore, you are a good employee.
You filed these papers wrong.
You put these papers in the wrong folder. They go in the folder labeled "returns".
Name the "No Way" approach: not addressing the conflict.
Avoid
Accommodate
Compromise
Control
Name the "Your Way" approach: giving in to another person's point of view.
Avoid
Accommodate
Compromise
Control
Name the "Half Way" approach: looking for a middle ground by splitting the difference.
Collaborate
Accommodate
Compromise
Control
Which approach would be best in this situation? You are confronted by an angry but calm coworker who is frustrated that you keep parking in his parking spot. You did not realize that the parking spot was hers.
Avoid
Accommodate
Control
Compromise
Which approach would be best in this situation? You have been given a major project to complete at work, but you know that your coworker knows a lot more than you do about the topic.
Collaborate
Accommodate
Control
Compromise
