 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?
o A. Tell the person what you think the answer might be.
o B. Refer the person to your supervisor.
o C. Say that you are not allowed to give out that information to the public.
o D. Inform the person that you don't know but will find out.

 A person approaches you and tells you of many complaints he has about your
department. You should first:
o A. Assume that his is just blowing off steam and ignore his complaints.
o B. Check into the legitimacy of the complaints.
o C. Ask for advice from your supervisor on the best way to handle the person.
o D. Regard the complaints as accurate and take immediate steps to correct them.
 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:
o A. Length of the call.
o B. Name of the caller
o C. Time of the call
o D. Telephone number of the caller
 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?
o A. Simply be patient with her.
o B. Tell her the reasons why your office needs the information.
o C. Suggest that she can contact her state legislators if she wants to change the
law.
o D. Say that you cannot process her application until all the forms have been
completed.
 As an administrative assistant, you have been training Mrs. W., who is not directly
under your supervision. She has not appeared to be particularly competent during the
month she has been in her position. You are explaining application procedures to a
client when Mrs. W. interrupts to ask you a question. You tell her you are busy with a
client and will come to her office when you are through. In a low voice, she begins to
call you names and say bad things about the department. There are several clients in
the office in addition to the one you are working with. The supervisor doesn't appear
to be around. What should you do?
o A. Ignore her and continue to assist the client.
o B. Get on the phone and request assistance from a department administrator.
o C. Say, "Now Mrs. W., I said I'd be with you as soon as I could. Now please let
me finish."
o D. Ask another employee to help the client while you escort Mrs. W. to a
room away from the public area.
 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?
o A. Do not get involved in the situation.
o B. Quickly take your boss aside and provide the correct name.
o C. Wait until the client leaves, and then provide your boss with the correct name.
o 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.
 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?
o A. I'd work with him for as long as it takes.
o B. 10 minutes or so; I'd go through it once as quickly as possible and then hang
up.
o C. About half an hour; I'd make sure he understands at least the basics.
o D. None at all; I'd get frustrated the first time he says "I don't understand."
 A person is telling you a story, but taking forever to get to the point. What do you do?
o A. I let him/her finish the story, without interrupting.
o B. I let him/her finish the story without interrupting, but can't help glancing at my
watch.
o C. I ask him/her to get to the point of the story.
o D. I interrupt by asking, "Does this story have a point?"
 Your friend/co-worker starts to get on your nerves. What would be your most likely
response?
o 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.
o B. I would hold it in as long as possible and then finally snap, telling him/her to
get out of my face.
o C. I would avoid that person until s/he got the point that I need a break.
o 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.
o E. I would explain what is bothering me, and ask for some time to myself.
 When having a disagreement, I typically:
Discuss

o A. Lower my voice to an ominous whisper.

o B. Maintain a normal voice level.
o C. Raise my voice slightly.
o D. Raise my voice level markedly.
 When conversing with individuals who have a less extensive vocabulary (e.g. lower
education level):
o A. I brush them off - I just wouldn't have the patience to carry on.
o B. I become very impatient and it's probably obvious.
o C. I become impatient and it may show.
o D. I may become impatient but I try not to let on.
o E. I adjust my speech to their level.
 When conversing with a person who takes forever to get to the point:
 o A. I keep myself from finishing his/her sentences.
o B. I try not to finish his/her sentences but do not always succeed.
o C. I can't help finishing his/her sentences.
o D. I finish his/her sentences for him/her.
 When it comes to resolving conflicts:
o A. I usually give in and let the other person have his/her way.
o B. I prefer "give and take".
o C. I try to push for a win on my part but if it is not in the cards I can accept a
compromise.
o D. It's my way or the highway.
 When it comes to conflict:
o A. I can "agree to disagree". I accept that other people have different
viewpoints than my own.
o B. Even though I usually think I am right, I can accept that others have different
viewpoints.
o C. I find it extremely difficult to accept that others have different viewpoints than
my own and that we could both be right.
 You are asked to push a particular viewpoint with a client. The request makes perfect
business sense but you happen to not believe in the particular notion you are to
advocate. How do you deal with the situation?
o A. Despite the intention to go ahead with the request, I just can't follow through
with it.
o B. I will make an attempt and I will be convincing.
o C. I try to do my best to "pull it off".
o D. I "pull it off" effortlessly.
 6.
Customer satisfaction is a step_____________________ customer service.

o A. Below
o B. Around
o C. Into
o D. Beyond

 When dealing with a difficult customer it is important to

remember_________________.

o A. To not take it personally

o B. To use positive self-talk
o C. Both a and b above
o D. None of the above

 A supervisor may criticize an employee in order to:

o A. Assist that employee in understanding a better or more effective way to
do something
 o B. Show an employee who is the boss
o C. Feel good about themselves
o D. Ensure the employee knows exactly who the persons are in their chain-of-
command
 When a misunderstanding happens with a customer you should:
o A. Apologize for the error even though it may not have been your error
o B. Tell them it was some one else's fault
o C. Ask them what you can do to make them happy
o D. Both A and C

 When learning a new job, it is important to:

Discuss

o A. Ask questions on anything you do not totally understand

o B. Understand the importance of the order of steps to be completed
o C. Find out where the break room is
o D. Realize that if you make a mistake, many people before you probably made
the same mistake