ETA CSS Exam
Only the boss needs to be concerned with harassment and discrimination laws.
True
False - Question and answersFalse
One reason for giving employees some autonomy on the job might be:
a. the workers will feel better about their jobs
b. the employer wouldn't have to come into work
c. they might expect you to do your work
d. they will expect money - Question and answersb. the employer wouldn't have to
come into work
To keep your emotions from controlling your decisions, it is a good idea to:
a. ask someone else to make the decision for you
b. make a chart listing assets and liabilities of all possible decisions
c. toss a coin
d. go with the decision that "feels" best - Question and answersb. make a chart listing
assets and liabilities of all possible decisions
If your coworker takes charge and starts to order you around, you know you're dealing
with a Phlegmatic personality
true
false - Question and answersfalse
A person with a Sanguine personality is ideally suited for a sales job.
true
false - Question and answerstrue
The concept of offering a customer service skills program was originally proposed by:
a. military educators
b. mass merchandiser companies
c. independent service shop owners
d. large manufacturing companies in Washington state - Question and answersd. large
manufacturing companies in Washington state
You work for a mass merchandiser. After parking in a large parking lot, you could take
one of the shopping carts back into the building and put it in the cart pickup area, but
you don't. This is not an example of a pro-profit employee
, true
false - Question and answerstrue
If your company doesn't seem to be paying you as much as you feel you are worth,
there is no reason to devote your best efforts to you work
true
false - Question and answersfalse
Noncompliance with a company policy does what?
a. creates a fun workplace
b. creates a burden on others
c. destroys business
d. makes the day more enjoyable - Question and answersc. destroys business
Policies are implemented from he bottom of the organizational structure
true
false - Question and answersfalse
Using the "You Attitude" when communicating with customers is:
a. unethical
b. unnecessary
c. dishonest
d. building goodwill - Question and answersd. building goodwill
Your best opportunity for success in dealing with a customer's problem begins:
a. after you've had plenty of time to consider the situation
b. when you come across a solution
c. when you answer the phone
d. before the phone rings - Question and answersd. before the phone rings
The best way to make certain a fax was transmitted properly is to:
a. come back later and see if the machine had produced any error code messages
b. wait for the customer to call and let you know if it was received
c. 'babysit' your ax until the machine has confirmed it transmitted
d. allow another coworker who is already at the fax machine send it after his/her fax is
done. - Question and answersc. 'babysit' your ax until the machine has confirmed it
transmitted
A disadvantage of formal training of employees is:
Only the boss needs to be concerned with harassment and discrimination laws.
True
False - Question and answersFalse
One reason for giving employees some autonomy on the job might be:
a. the workers will feel better about their jobs
b. the employer wouldn't have to come into work
c. they might expect you to do your work
d. they will expect money - Question and answersb. the employer wouldn't have to
come into work
To keep your emotions from controlling your decisions, it is a good idea to:
a. ask someone else to make the decision for you
b. make a chart listing assets and liabilities of all possible decisions
c. toss a coin
d. go with the decision that "feels" best - Question and answersb. make a chart listing
assets and liabilities of all possible decisions
If your coworker takes charge and starts to order you around, you know you're dealing
with a Phlegmatic personality
true
false - Question and answersfalse
A person with a Sanguine personality is ideally suited for a sales job.
true
false - Question and answerstrue
The concept of offering a customer service skills program was originally proposed by:
a. military educators
b. mass merchandiser companies
c. independent service shop owners
d. large manufacturing companies in Washington state - Question and answersd. large
manufacturing companies in Washington state
You work for a mass merchandiser. After parking in a large parking lot, you could take
one of the shopping carts back into the building and put it in the cart pickup area, but
you don't. This is not an example of a pro-profit employee
, true
false - Question and answerstrue
If your company doesn't seem to be paying you as much as you feel you are worth,
there is no reason to devote your best efforts to you work
true
false - Question and answersfalse
Noncompliance with a company policy does what?
a. creates a fun workplace
b. creates a burden on others
c. destroys business
d. makes the day more enjoyable - Question and answersc. destroys business
Policies are implemented from he bottom of the organizational structure
true
false - Question and answersfalse
Using the "You Attitude" when communicating with customers is:
a. unethical
b. unnecessary
c. dishonest
d. building goodwill - Question and answersd. building goodwill
Your best opportunity for success in dealing with a customer's problem begins:
a. after you've had plenty of time to consider the situation
b. when you come across a solution
c. when you answer the phone
d. before the phone rings - Question and answersd. before the phone rings
The best way to make certain a fax was transmitted properly is to:
a. come back later and see if the machine had produced any error code messages
b. wait for the customer to call and let you know if it was received
c. 'babysit' your ax until the machine has confirmed it transmitted
d. allow another coworker who is already at the fax machine send it after his/her fax is
done. - Question and answersc. 'babysit' your ax until the machine has confirmed it
transmitted
A disadvantage of formal training of employees is:
