PRM EXAM 1 QUESTIONS AND ANSWERS
Most common reason why customers go elsewhere - Answers - Employee's attitude of
indifference
Factors that foster company loyalty - Answers - 1) Recognition of good work
2) Challenging work
*Functions of management (understand) - Answers - 1) Forecast and plan: might be
most critical; can't eliminate chance/uncertainty, but can prepare for it
2) Organize: develop framework; DIVISION OF LABOR; balance authority and
responsibility
3) Command/direct: ordering, supervising, leading, motivating, *communicating*
4) Coordinate: get everybody and everything working together; manage conflict
5) Control: see if meeting goals and make adjustments
Importance of entrepreneurship - Answers - Someone has to be the one to take risks
to keep the profession moving forward
*Define transactional leadership - Answers - Might be called managing more than
leading
Leading transactions to get tasks done
*Define transformational leadership - Answers - Leaders and followers help each other
advance to higher levels of moral and motivation
*Components of transformational leadership - Answers - Idealized influence: role
model to followers
Inspirational motivation
Individualized consideration: concerned about followers needs->bring out best efforts
Intellectual stimulation: challenge people to be innovative/creative
Customer reasons for using a specific pharmacy - Answers - Convenience (location,
hours)
Service
What type of pharmacies provides the most customer satisifaction? - Answers -
Independent
Predictors of customer satisfaction - Answers - Pharmacy-related: courteousness of
staff
Pharmacist-related: filling scripts in timely matter
*Why companies lose customers - Answers - 1) Felt ignored
2) Quality problems
,3) Competition
4) Lured by friends
5) Moved
6) Decreased
*"All my life, I always knew I wanted to be somebody. I see now I should've been more
specific." What does this mean?
a. blaming others for difficulties in life
b. saying never took responsibility for her life
c. she had a poorly defined personal mission
d. saying she was never really aware of her problesm - Answers - c
*Which is true about managing yourself?
a. to take control of your life, you must stop blaming others for your failures
b. good grades acheived ins chool have long-lasting effect on your success after
graduation
c. Meyers-Briggs test is designed to test the five dimensions of emotional intelligence
d. knowing what you don't want in life is more important than knowing what you do -
Answers - a
*"I want to graduate from pharmacy school in spring 2011 with minimum 3.5 GPA," is
example of what?
a. objective
b. mission
c. goal
d. vision - Answers - a
*Which of the following describes condition in which individuals hold powerless view of
themselves within the world?
a. blameosis
b. victimitis
c. helpless-tosis
d. whinery - Answers - b
*Which of the following is a productive manaterial behavior?
a. asking people to do things that one refuses to do him/herself
b. getting even with peopl you don't like
c. saying whatever comes to mind
d. critcally assessing employee's performance - Answers - d
*Which of the following is the hardest thing to change in managing oneself?
a. goals
b. habits
c. objectives
d. personal tendencies - Answers - d
, *AH is a pharmacist who takes on extra responsibilites at work. When asked why he
worked much harder than the boss expected him to, AH replied, "One never knows
what the future will bring. I am learning now to prepare for my next job." The purpose of
using one's current job to train for future jobs is a good strategy in managine oneself
because it helps pharmacists do which of teh following?
a. hop from job to job to maximize salary
b. make one's employer happy
c. avoid being complacent about your professional development
d. gain upper hand in negotiations with employers - Answers - c
*DP had mentor to review her resume to improve for potential employers. Mentor said it
showed her to be very busy but not her ability to succeed in the future. What should DP
do to appeal to employers?
a. show what she has accomplished
b. provide her GPA to demonstrate her intelligence
c. list the organizations he has been a member of
d. add more items to the resume of the activities in which she participated - Answers -
a
*Study showed that incompetent people are often supremely confident in their abilities,
even more than people who do things well. Shows deficiency in which of the following?
a. self-regulation
b. social skills
c. self-awareness
d. empathy - Answers - c
*Which of the following components of emotional intelligence is associated with ability to
persuade others to your point of view?
a. self-regulation
b. social skills
c. self-awareness
d. empathy - Answers - b
*Are hospital pharmacies considered profit or cost centers? Why? - Answers - Cost
center
Prospective payment-must be more efficient
*Why can't managers do or say whatever they want at work? - Answers - Could hurt
pharmacy operations, productivity of people they manage
*Why must pharmacists have a clear vision of their roles and responsibilitis? - Answers
- Working hard on wrong things (trivial or should be delgated to others)-
>wasted/inefficient time, failure
*Why aren't grades necessarily good indicators of your ability to make it in the real
world? - Answers - Look at accomplishments
Most common reason why customers go elsewhere - Answers - Employee's attitude of
indifference
Factors that foster company loyalty - Answers - 1) Recognition of good work
2) Challenging work
*Functions of management (understand) - Answers - 1) Forecast and plan: might be
most critical; can't eliminate chance/uncertainty, but can prepare for it
2) Organize: develop framework; DIVISION OF LABOR; balance authority and
responsibility
3) Command/direct: ordering, supervising, leading, motivating, *communicating*
4) Coordinate: get everybody and everything working together; manage conflict
5) Control: see if meeting goals and make adjustments
Importance of entrepreneurship - Answers - Someone has to be the one to take risks
to keep the profession moving forward
*Define transactional leadership - Answers - Might be called managing more than
leading
Leading transactions to get tasks done
*Define transformational leadership - Answers - Leaders and followers help each other
advance to higher levels of moral and motivation
*Components of transformational leadership - Answers - Idealized influence: role
model to followers
Inspirational motivation
Individualized consideration: concerned about followers needs->bring out best efforts
Intellectual stimulation: challenge people to be innovative/creative
Customer reasons for using a specific pharmacy - Answers - Convenience (location,
hours)
Service
What type of pharmacies provides the most customer satisifaction? - Answers -
Independent
Predictors of customer satisfaction - Answers - Pharmacy-related: courteousness of
staff
Pharmacist-related: filling scripts in timely matter
*Why companies lose customers - Answers - 1) Felt ignored
2) Quality problems
,3) Competition
4) Lured by friends
5) Moved
6) Decreased
*"All my life, I always knew I wanted to be somebody. I see now I should've been more
specific." What does this mean?
a. blaming others for difficulties in life
b. saying never took responsibility for her life
c. she had a poorly defined personal mission
d. saying she was never really aware of her problesm - Answers - c
*Which is true about managing yourself?
a. to take control of your life, you must stop blaming others for your failures
b. good grades acheived ins chool have long-lasting effect on your success after
graduation
c. Meyers-Briggs test is designed to test the five dimensions of emotional intelligence
d. knowing what you don't want in life is more important than knowing what you do -
Answers - a
*"I want to graduate from pharmacy school in spring 2011 with minimum 3.5 GPA," is
example of what?
a. objective
b. mission
c. goal
d. vision - Answers - a
*Which of the following describes condition in which individuals hold powerless view of
themselves within the world?
a. blameosis
b. victimitis
c. helpless-tosis
d. whinery - Answers - b
*Which of the following is a productive manaterial behavior?
a. asking people to do things that one refuses to do him/herself
b. getting even with peopl you don't like
c. saying whatever comes to mind
d. critcally assessing employee's performance - Answers - d
*Which of the following is the hardest thing to change in managing oneself?
a. goals
b. habits
c. objectives
d. personal tendencies - Answers - d
, *AH is a pharmacist who takes on extra responsibilites at work. When asked why he
worked much harder than the boss expected him to, AH replied, "One never knows
what the future will bring. I am learning now to prepare for my next job." The purpose of
using one's current job to train for future jobs is a good strategy in managine oneself
because it helps pharmacists do which of teh following?
a. hop from job to job to maximize salary
b. make one's employer happy
c. avoid being complacent about your professional development
d. gain upper hand in negotiations with employers - Answers - c
*DP had mentor to review her resume to improve for potential employers. Mentor said it
showed her to be very busy but not her ability to succeed in the future. What should DP
do to appeal to employers?
a. show what she has accomplished
b. provide her GPA to demonstrate her intelligence
c. list the organizations he has been a member of
d. add more items to the resume of the activities in which she participated - Answers -
a
*Study showed that incompetent people are often supremely confident in their abilities,
even more than people who do things well. Shows deficiency in which of the following?
a. self-regulation
b. social skills
c. self-awareness
d. empathy - Answers - c
*Which of the following components of emotional intelligence is associated with ability to
persuade others to your point of view?
a. self-regulation
b. social skills
c. self-awareness
d. empathy - Answers - b
*Are hospital pharmacies considered profit or cost centers? Why? - Answers - Cost
center
Prospective payment-must be more efficient
*Why can't managers do or say whatever they want at work? - Answers - Could hurt
pharmacy operations, productivity of people they manage
*Why must pharmacists have a clear vision of their roles and responsibilitis? - Answers
- Working hard on wrong things (trivial or should be delgated to others)-
>wasted/inefficient time, failure
*Why aren't grades necessarily good indicators of your ability to make it in the real
world? - Answers - Look at accomplishments
