Professional Documents
Culture Documents
Bank
QUESTION
BANK
13. Which of the following words / phrase is not positive as perceived by most customers?
(a) Certainly
(b) Youre welcome
(c) Ill do my best
(d) What I can do is...
14. Which of the following is most likely to help in calming an angry customer when face to
face?
(a) Crossing your arms
(b) Rapid nodding of the head
(c) Smiling
(d) Slow, deliberate nodding of the head
15. Workplace related injuries, illnesses and deaths impose costs upon?
(a) Employers
(b) Employees
(c) The community
(d) All of the above
16. What are the most common injuries in the hospitality industry?
(a) Sprains and strains
(b) Being hit by falling objects
(c) Sun-related injuries
(d) All of the above
17. When attempting to convince a potential buyer to purchase a product or service, the most
important aspect of the interaction is:
(a) Matching their perceived needs to potential solutions
(b) Giving as many of the features of the product or service as possible
(c) Finding out why they called us
(d) Offering the best deal
18.The act of reflecting back to a face to face customer certain meaningful body language signals
is known as:
(a) Mirroring and Matching
(b) Copying and Mimicking
(c) Reflecting and Marking
(d) Matching and Marking
19.Which of the following does not contribute to the image you project?
(a) Body language
(b) Choice of words
(c) Your specific job title
(d) Tone of voice
20. Which of the following statements most closely reflects your own view?
(a) I need to change my personality to match that of the customer
(b) I am never a stressed-out customer, so why should I put up with difficult behaviour
from customers?
(c) The customer has a perfect right to be rude if necessary.
(d) In any given service or sales situation I can choose my own behaviour for the best
possible outcome.
21.A customer walks into the office and asks for the deadline to file a permit application. You do not
know the answer. It would be best for you to do which of the following?
(a).Tell the person what you think the answer might be.
(b).Refer the person to your supervisor.
(c).Say that you are not allowed to give out that information to the public.
(d). Inform the person that you don't know but will find out.
22. A person approaches you and tells you of many complaints he has about your department. You
should first:
(a). Assume that his is just blowing off steam and ignore his complaints.
(b).Check into the legitimacy of the complaints.
(c).Ask for advice from your supervisor on the best way to handle the person.
(d).Regard the complaints as accurate and take immediate steps to correct them.
23. Assume that you are taking a telephone message for a co-worker who is not in the office at the
time. Of the following, the LEAST important item to write on the message is the
(a).Length of the call.
(b).name of the caller
(c).time of the call
(d).telephone number of the caller
24. A customer has come into your office and submitted an application. When you give her some
more forms to complete, she complains about all the bureaucratic red tape that is slowing down
approval of her application. In which of the following ways should you respond to the customer?
(a).Simply be patient with her.
(b).Tell her the reasons why your office needs the information.
(c).Suggest that she can contact her state legislators if she wants to change the law.
(d).Say that you cannot process her application until all the forms have been completed.
25. What one of the following should not be a quality for team members to work cohesively?
(a) Communicate
(b) Support group members ideas
(c) Blaming others
(d) Getting involved
26. You overhear your boss giving a client the name of a person to contact for some information. You
know this person is no longer the one to reach for this information. The client is still in the office.
What, if anything, should you do?
(a).Do not get involved in the situation.
(b).Quickly take your boss aside and provide the correct name.
(c).Wait until the client leaves, and then provide your boss with the correct name.
(d). Give the individual the correct name, and explain that your boss was not aware of a different
person being responsible to provide the information.
27. You're helping a computer illiterate friend setup his Internet connection over the phone. He is just
not getting what you are trying to explain. How much time do you spend explaining it to him?
(a).I'd work with him for as long as it takes.
(b).10 minutes or so; I'd go through it once as quickly as possible and then hang up.
(c).About half an hour; I'd make sure he understands at least the basics.
(d).None at all; I'd get frustrated the first time he says "I don't understand
28. A person is telling you a story, but taking forever to get to the point. What do you do?
(a).I let him/her finish the story, without interrupting.
(b).I let him/her finish the story without interrupting, but can't help glancing at my watch.
(c ).I ask him/her to get to the point of the story.
(d).I interrupt by asking, "Does this story have a point?"
29. Your friend/co-worker starts to get on your nerves. What would be your most likely response?
(a).I would tell him/her right away that s/he is getting on my nerves because of X personality trait
that I don't like, and that s/he should leave me alone.
(b)I would hold it in as long as possible and then finally snap, telling him/her to get out of my face.
(c).I would avoid that person until s/he got the point that I need a break.
(d).I would explain that I am feeling overwhelmed with work/school/life and need a break from social
obligations to be by myself for a while.
(e).I would explain what is bothering me, and ask for some time to myself.
(c) Self-managed.
(d) Problem-solving.
40. Self-managed work teams are generally:
(a) those who meet weekly to discuss ways of improving quality, efficiency, and work environment.
(b) groups of employees who take on the responsibilities of their former supervisors.
(c) from different work areas, but at similar hierarchical levels, who work together to accomplish
tasks.
(d) employees who take on responsibilities for other employees unable to make decisions
41. ____________ teams are employees from about the same hierarchical level, but from different
work areas, who come together to accomplish a task.
( a) Problem-solving
(b) Cross-functional
(c) Self-managed
(d) Work-related
42. Which of the following is not useful in building trust?
(a) demonstrate competence.
(b) demonstrate that youre working for others interests as well as your own.
(c) maintain confidences.
(d) keep your feeling to yourself.
43. Successful teams translate their _______ into specific, measurable, and realistic performance
goals.
(a) common purpose
(b) clear purpose
(c) knowledge
(d) roles
44. The strongest case for diversity on work teams centres around:
(a) bringing multiple perspectives to discussion and thus increasing unique solutions.
(b) quickly solving problems by eliminating ambiguity.
(c) the fact that complexity becomes a non-issue since the team is heterogeneous.
(d) the fact that miscommunication is unlikely to occur.
(e) eliminating confusion and miscommunication.
50. Electronic meetings, when compared to face-to-face meetings, do not meet the need for:
(a)self-esteem
(b)self-actualization
(c) affiliation
(d)individuality
51. To improve your listening skills it is a good idea to:
(a)interrupt with questions
(b)make lots of gestures
(c)avoid eye contact
(d)paraphrase
(e)continue to talk
52. What will reduce the risk of neck injury resulting from a collision?
(a)An air-sprung seat
(b)Anti-lock brakes
(c)A collapsible steering wheel
(d)A properly adjusted head restraint
53. Hazard warning lights should be used when vehicles are
(a) broken down and causing an obstruction
(b) faulty and moving slowly
(c) being towed along a road
(d)broken down & causing an obstruction
54. Name one thing you must do to make the workplace safe?
(a). Complain to customers about your workplace
(b). Tell your employer everything about your workmates
(c). Hide hazards to protect your friends job
(d). Use equipment and machines properly
55. Once you have spotted a hazard you must:
(a). Report it to your boss
(b). Leave it as someone else will fix it eventually
(c). Bring your own toolbox to work and fix it yourself
(d). None of the above
56.From the following options, what is the best way to control hazards in the workplace?
(a). Replace the hazard for a less risky option
(b). Eliminate the hazard completely from the workplace
(c). Use personal protective equipment (PPE)
(d). Have rules to help people avoid hurting themselves
57.What do you need to know if an alarm goes off at work?
(a). Evacuation procedures
(b). How to turn it off
Indraprastha Academy of Science & Engineering
56.From the following options, what is the best way to control hazards in the workplace?
(a). Replace the hazard for a less risky option
(b). Eliminate the hazard completely from the workplace
(c). Use personal protective equipment (PPE)
(d). Have rules to help people avoid hurting themselves
57.What do you need to know if an alarm goes off at work?
(a). Evacuation procedures
(b). How to turn it off
(c). Where your boss is
(d). All of the above
58. In a workplace, what should you know if someone gets hurt?
(a). Who knows first aid
(b). Where to report it
(c). What the emergency numbers are
(d). All of the above
59.When working with hazardous substances in the automotive industry, you should:
(a). enter confined spaces slowly
(b). have relevant personal protective equipment nearby
62. Electric shock occurs when electric current flows through the body because:
(a). a person becomes part of an electric circuit
(b). a fatal shock occurs
(c). there is no earth leakage device
(d). a person is not wearing rubber-soled shoes
63. Workers have the right to refuse work if they:
(a). find the work a bit difficult
(b). believe they are too qualified to do the work
(c). believe the work is likely to expose them to an immediate risk of injury or serious harm
(d). don't like the task given to them
64.Under the Work health and safety act, workers must
(a). take complete responsibility for their own safety
(b). always do as they're told
(c). take care to look after their own safety and not put other workers at risk
(d). all of the above
65. Work health and safety laws aim to make workplaces safer and:
(a). change attitudes to safety
(b). eliminate fatalities and prevent injury and disease in workplaces
(c). reduce the incidence of workplace bullying
(d). all of the above
66. Proactive methods a firm might use to assess customer satisfaction would include:
(a) visiting, calling, or mailing written surveys to clients
(b) setting up customer service helplines to receive customer complaints.
(c) offering gifts and reward points to appease a dissatisfied customer.
(d) monitoring Usenet and other Web discussion groups to track customer comments.
88. You get called into the managers office one morning to discuss a particular client you dealt with
the day before. How do you react?
(a).Id be enthusiastic and would look forward to hearing about my performance.
(b).Id be calm, but wonder whether he/she has good or bad news.
(c).I would get a little bit nervous and wonder whether he/she has bad news.
public area
93. You overhear a friend badmouthing you, how do you react?
(a).I hit or shove my friend.
(b).I yell and swear at my friend.
(c).I badmouth my friend right back.
(d).I calmly bring it up to my friend later.
)e).I shrug it off and forget about it.
94. You overhear a friend badmouthing you, how do you feel?
(a).Furious
(b).Angry
(c).Annoyed
(d).Hurt
95. What Is Informal Customer Feedback?
(a) Informal customer feedback is feedback form against the competitor analysis
(b) Informal Customer Feedback (ICF) refers to asking customers questions in an informal manner to
get their feedback
(c) Helps in getting negative feedback of client
(d) Help in doing competition analysis
96.Which of the following does not send a positive message to a customer when entering a shop
floor?
(a) Greeting the customer at the entrance
(b)Understanding the need of the customer
(c) Assisting the customer to the right product
(d) Passing by the customer without greeting or offering help
97. Every store has safety guidelines and policy guidelines and specially merchandiser should have:
(a) hands on knowledge
on those policies
(b) should least bother
(c) should understand but has lesser value in job role
(d) All of the above
100. You see an elderly lady moving around searching for a product while others pushing her:
(a) You will ignore as you are attending to some other customer
(b) You will make fun of her situation with other colleagues
(c) You will walk to her or ask someone to assist her with the required product
(d) Non Of the above
Answer key
1. C
3. B
5. B
7. D
9. D
11. A
13. D
15. D
17. B
19. D
21. C
23. D
25. C
27. D
29. D
31. D
33. A
35. A
37. C
39. D
41. D
43. B
45. A
47. B
49. C
51. D
53. A
55. A
57. E
59. B
61. E
63. A
65. B
67. A
69. C
71. B
73. C
75. C
77. D
79. B
81. B
83. D
85. B
87. A
89. A
91. B
93. D
95. B
97. A
99. B
2. B
4. D
6. D
8. D
10. A
12. C
14. A
16. D
18. D
20. B
22. A
24. D
26. C
28. D
30. B
32. A
34. D
36. D
38. B
40. D
42. E
44. B
46. D
48. C
50. D
52. D
54. D
56. A
58. D
60. E
62. D
64. E
66. E
68. C
70. A
72. E
74. C
76. A
78. A
80. A
82. E
84. D
86. D
88. D
90. B
92. D
94. A
96. C
98. C
100.
C