Page 1 of 152
MSSC CLA - SAFETY ASSESSMENT EXAM |
{LATEST 2026/ 2027 UPDATE} COMPLETE
ACTUAL AND AUTHENTIC EXAM | BRAND NEW!
1. When a team is formed to tackle a problem,
_______________________.
a) Supervisor is placed in charge
b) Set of guidelines is supplied to guide decisions
c) Cost evaluation is performed to justify their work
d) Team kickoff meeting is held to get everyone up to speed on
the task and meet each other
Team kickoff meeting is held to get everyone up to speed on the
task and meet each other
2. ______________ is a technique teams use for generating as many
ideas as possible.
a) Storming
b) Norming
,Page 2 of 152
c) Brainstorming
d) Pareto principle
Brainstorming
3. During a team meeting, any solutions to the problem being
discussed that do not meet one or more of the must - have
criteria should be _______________.
a) Discussed fully
b) Tabled to a later meeting
c) Given equal consideration
d) Eliminated
Eliminated
4. Customer service refers to people and other resources a
company devotes to ________.
a) assisting customers
b) product design
c) sales
,Page 3 of 152
d) cost analysis
assisting customers
5. In customer service, it is important to ________________.
a) never admit being at fault
b) look into the customer's problem, find a solution, and follow
through
c) make the customer admit to being at least partially at fault
d) make the customer like you even it it means placing the blame
on someone else in the organization
look into the customer's problem, find a solution, and follow
through
6. Teams should strictly enforce rules about _______to minimize
conflict.
a) attendance
b) arguing
c) goal setting
, Page 4 of 152
d) Facilitator selection
arguing
7. Which type of customer service information stored in a
database could help to improve product quality?
__________________.
a) concerns customers have with specific problems
b) customer orders
c) customer banking information
d) customer addresses.
concerns customers have with specific problems
8. When a customer service agent answers the phone, they
should try to answer between the ______________.
a) second and the fourth ring
b) third and the fifth ring
c) first and the second ring
d) fourth and the fifth ring
MSSC CLA - SAFETY ASSESSMENT EXAM |
{LATEST 2026/ 2027 UPDATE} COMPLETE
ACTUAL AND AUTHENTIC EXAM | BRAND NEW!
1. When a team is formed to tackle a problem,
_______________________.
a) Supervisor is placed in charge
b) Set of guidelines is supplied to guide decisions
c) Cost evaluation is performed to justify their work
d) Team kickoff meeting is held to get everyone up to speed on
the task and meet each other
Team kickoff meeting is held to get everyone up to speed on the
task and meet each other
2. ______________ is a technique teams use for generating as many
ideas as possible.
a) Storming
b) Norming
,Page 2 of 152
c) Brainstorming
d) Pareto principle
Brainstorming
3. During a team meeting, any solutions to the problem being
discussed that do not meet one or more of the must - have
criteria should be _______________.
a) Discussed fully
b) Tabled to a later meeting
c) Given equal consideration
d) Eliminated
Eliminated
4. Customer service refers to people and other resources a
company devotes to ________.
a) assisting customers
b) product design
c) sales
,Page 3 of 152
d) cost analysis
assisting customers
5. In customer service, it is important to ________________.
a) never admit being at fault
b) look into the customer's problem, find a solution, and follow
through
c) make the customer admit to being at least partially at fault
d) make the customer like you even it it means placing the blame
on someone else in the organization
look into the customer's problem, find a solution, and follow
through
6. Teams should strictly enforce rules about _______to minimize
conflict.
a) attendance
b) arguing
c) goal setting
, Page 4 of 152
d) Facilitator selection
arguing
7. Which type of customer service information stored in a
database could help to improve product quality?
__________________.
a) concerns customers have with specific problems
b) customer orders
c) customer banking information
d) customer addresses.
concerns customers have with specific problems
8. When a customer service agent answers the phone, they
should try to answer between the ______________.
a) second and the fourth ring
b) third and the fifth ring
c) first and the second ring
d) fourth and the fifth ring
