Eastern Gateway Community College

The Customer Service Profession_Module Quiz_Unit 6_Lesson12 Question 1 It is important to in order to empower yourself as part of your professional and personal work-life balance.  take control and take command Question 2 As a customer service professional, the challenges you face are solvable with training, development, and networking.  True Question 3 Judging ourselves against others does not tend to lead to personal growth, personal development, or career advancement.  Tr...

Final Exam_Customer Service_ BUS 209 Question 1 In an era of online comparison shopping, which of the following may be the ultimate and enduring differentiator?  the customer experience Question 2 _____ interferes with the receiver getting the message from the sender.  Noise Question 3 True or false: Cost-cutting is a way for many companies to grow and remain stable.  True Question 4 To provide effective customer service, it is up to a CSW to understand the customer’s nee...

Human Resources Management MGT 208 @ EGCC Lesson 14 Quiz Quiz Score: 20 out of 20 Question 1 Which of the following is an example of vertical alignment? A company seeks to be the low cost provider and adopts a Loyal Soldier HR strategy. Question 2 Organizations with human resource strategies that emphasize developing long-term relationships with highly skilled employees have been shown to be more effective than their competitors because they create more new products and services. Tr...

Human Resources Management MGT 208 @ EGCC Test 4 Question 1 An organization that is pursuing a cost strategy: will tend to have little difference in pay between high and low performers. Question 2 The employees working part-time at a local McDonald's all perform the same duties and receive the same hourly pay. Which type of compensation strategy is McDonald's using? Uniform transactional compensation. Question 3 Paying some people more than others can

Quiz Score: 20 out of 20 Question 1 Netflix focuses on innovation and high individual employee performance. Netflix pursues a differentiation strategy and employees have a significant portion of their pay at risk.! False Question 2 Group incentives are not at risk because the synergy of a group ensures productivity.! False Question 3 Individual incentives have the potential to destroy cooperation among employees. True Question 4 Which of the follow

Quiz Score: 20 out of 20 Question 1 An organization pursuing a differentiation strategy will pay some employees much more than others and compensation is used to encourage risk taking. True Question 2 Organizations with a uniform transactional compensation strategy are likely to link pay increases with time employed with the organization. False Question 3 An organization with a Free Agent HR strategy: must be concerned with external equity, which concerns the fairness of what the com...

80 out of 80 Question 1 consists of organizational analysis, task analysis, and person analysis. Question 2 A disadvantage of delivering training via CD ROM is: there is typically a large up-front cost. Question 3 How are employee development practices strategic? Employee development helps ensure an organization has a continual supply of talented and committed employees. Question 4 Employee development is not as critical as in the past because most employees have higher levels of edu...

uman Resources Management MGT 208 @ EGCC Lesson 9 Quiz Quiz Score: 20 out of 20 Question 1 Training is a key element for an organization pursuing a commitment based HR strategy. True Question 2 A company pursuing a cost leadership strategy! will use training to build knowledge, skill and attitudes so employees can work quickly without waste. Question 3 To enhance transfer of learning, training should be developed and delivered by training specialists. Correct!

Quiz Score: 20 out of 20 Question 1 The general performance factor is a broad factor of performance that represents an employee's overall contributions to the organization. True Question 2 What are the components of the general performance factor? Task performance, citizenship performance, and counterproductive performance. Question 3 Performance management is the process of assessing employee performance on an annual basis.! False Question 4 Parity-based syst

Question 1 Which of the following is not an unfair labor practice for management? Fining or expelling union members from the union for filing unfair labor charges with the NLRB. Question 2 Labor unions are compatible with organizations that emphasize an external labor strategy. False Question 3 Which characteristics of work design are not compatible with the Bargain Laborer HR strategy? Autonomy is high and employees are encouraged to improve work processes. Question 4 Which of the ...