FPC FUNDAMENTAL EXAM PAYROLL
QUESTIONS AND ANSWERS 100% VERIFIED.
What is not a principle of customer service?
Correct Answer -Role plays
What method are not used in practicing customer service skills?
Correct Answer -Arguing with customers
An employee goes to the payroll department to ask a question about his
paycheck. When he arrives, the desks are unattended, files are open, desk tops
are covered with paper, and the floor has stacks of reports askew. Which
customer service principle could be improved in this payroll department?
Correct Answer -Tangibles. These are the physical appearance of the department.
An employee changed her United Way deduction. For two pay periods, the amount
deducted was correct. Then, for the following period the amount doubled. When
she called the payroll dept., the payroll coordinator told her that the situation
would be corrected and gave her the option to have the amount added to her next
paycheck or receiving a special check for the amount. Which customer service
principle is being displayed here?
Correct Answer -Responsiveness. Correcting the situation promptly and giving
the employee options as to how the problem can be corrected.
A plant supervisor met with the payroll dept. to schedule a special pay run that
would accommodate the shutdown for the holidays. After payroll committed to
this date, they realized to meet the deadline it would require working the
weekend. What customer service principle will be compromised if the deadline is
,not met?
Correct Answer -Reliability. This is providing what has been promised.
On Thursday an employee receives new of a family emergency that requires him
to take flight to his home that evening. Payday is not until Friday at 3 pm, but he
needs his paycheck to pay for his flight,. When he contacts his payroll
department and explains his situation, he is told a check will be ready for him
when he stops by. What principle of customer service is this?
Correct Answer -Empathy. Understanding the employees situation.
You receive a penalty notice from a governmental agency. The information is not
readily available. What should you do first?
Correct Answer -Send a short letter to the agency stating that the issue is being
reviewed.
What should happen with a notice the payroll department receives from the IRS?
Correct Answer -It should be handled quickly
You receive a letter of inquiry concerning an employee. What should you do?
Correct Answer -Follow your company's policy on the release of employee
information.
Payroll personnel should tell their neighbors about the following payroll
information: salary history, termination reasons, pay level, non of the above
Correct Answer -none of the above
The integrity of the data can be verified by:
Correct Answer -balancing and reconciliations
, Checking inputs or outputs against predetermined constraints is
Correct Answer -validity edit
Payroll tax liability accounts should be reconciled at least weekly
Correct Answer -false
Every month, all of the following records are reconciled EXCEPT:
Correct Answer -validity edits
Payroll documentation accomplishes all of the following EXCEPT:
Correct Answer -ensure procedures are followed.
When system-generated totals do not agree to batch control totals, what must
occur?
Correct Answer -finding the cause and correcting the error.
A computerized payroll system can help a payroll department accomplish all the
following tasks EXCEPT:
Correct Answer -recognize the changes in laws and regulations
If you need very rapid response time with minimal lag between input and output
into your computer system, look for:
Correct Answer -real-time procesing
QUESTIONS AND ANSWERS 100% VERIFIED.
What is not a principle of customer service?
Correct Answer -Role plays
What method are not used in practicing customer service skills?
Correct Answer -Arguing with customers
An employee goes to the payroll department to ask a question about his
paycheck. When he arrives, the desks are unattended, files are open, desk tops
are covered with paper, and the floor has stacks of reports askew. Which
customer service principle could be improved in this payroll department?
Correct Answer -Tangibles. These are the physical appearance of the department.
An employee changed her United Way deduction. For two pay periods, the amount
deducted was correct. Then, for the following period the amount doubled. When
she called the payroll dept., the payroll coordinator told her that the situation
would be corrected and gave her the option to have the amount added to her next
paycheck or receiving a special check for the amount. Which customer service
principle is being displayed here?
Correct Answer -Responsiveness. Correcting the situation promptly and giving
the employee options as to how the problem can be corrected.
A plant supervisor met with the payroll dept. to schedule a special pay run that
would accommodate the shutdown for the holidays. After payroll committed to
this date, they realized to meet the deadline it would require working the
weekend. What customer service principle will be compromised if the deadline is
,not met?
Correct Answer -Reliability. This is providing what has been promised.
On Thursday an employee receives new of a family emergency that requires him
to take flight to his home that evening. Payday is not until Friday at 3 pm, but he
needs his paycheck to pay for his flight,. When he contacts his payroll
department and explains his situation, he is told a check will be ready for him
when he stops by. What principle of customer service is this?
Correct Answer -Empathy. Understanding the employees situation.
You receive a penalty notice from a governmental agency. The information is not
readily available. What should you do first?
Correct Answer -Send a short letter to the agency stating that the issue is being
reviewed.
What should happen with a notice the payroll department receives from the IRS?
Correct Answer -It should be handled quickly
You receive a letter of inquiry concerning an employee. What should you do?
Correct Answer -Follow your company's policy on the release of employee
information.
Payroll personnel should tell their neighbors about the following payroll
information: salary history, termination reasons, pay level, non of the above
Correct Answer -none of the above
The integrity of the data can be verified by:
Correct Answer -balancing and reconciliations
, Checking inputs or outputs against predetermined constraints is
Correct Answer -validity edit
Payroll tax liability accounts should be reconciled at least weekly
Correct Answer -false
Every month, all of the following records are reconciled EXCEPT:
Correct Answer -validity edits
Payroll documentation accomplishes all of the following EXCEPT:
Correct Answer -ensure procedures are followed.
When system-generated totals do not agree to batch control totals, what must
occur?
Correct Answer -finding the cause and correcting the error.
A computerized payroll system can help a payroll department accomplish all the
following tasks EXCEPT:
Correct Answer -recognize the changes in laws and regulations
If you need very rapid response time with minimal lag between input and output
into your computer system, look for:
Correct Answer -real-time procesing
