1.
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?
Correct Answer
D. Inform the person that you don't know but will find out.
Explanation
It would be best for you to inform the person that you don't know but will find out. This shows that you are willing to help and provide the correct information, even if you don't have it immediately. Referring the person to your supervisor may be unnecessary and could cause delays. Saying that you are not allowed to give out that information may come across as unhelpful or uncooperative.
2.
A person approaches you and tells you of many complaints he has about your department. You should first:
Correct Answer
B. Check into the legitimacy of the complaints.
Explanation
When a person approaches you with complaints about your department, it is important to first check into the legitimacy of the complaints. Ignoring the complaints or assuming that the person is just blowing off steam may lead to unresolved issues and dissatisfaction. By investigating the legitimacy of the complaints, you can gather information, assess the situation, and determine the appropriate steps to address and resolve any valid concerns. This approach demonstrates a proactive and responsible attitude towards problem-solving and maintaining a good relationship with stakeholders. Asking for advice from your supervisor can also be helpful in handling the situation effectively.
3.
Assume that you are taking a telephone message from 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:
Correct Answer
A. Length of the call.
Explanation
When taking a telephone message from a co-worker who is not in the office, it is important to write down the name of the caller, time of the call, and telephone number of the caller. These details are crucial for the co-worker to know who called, when they called, and how to contact them back. However, the length of the call is the least important item to write down as it does not provide any significant information that the co-worker needs to know.
4.
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 the approval of her application. In which of the following ways should you respond to the customer?
Correct Answer
B. Tell her the reasons why your office needs the information.
Explanation
When a customer complains about bureaucratic red tape, it is important to address their concerns and provide them with an explanation. By telling the customer the reasons why your office needs the information, you are acknowledging their frustration and providing them with a justification for the additional forms. This response shows empathy towards the customer's situation and helps them understand the importance of completing the forms. It also demonstrates transparency and builds trust between the customer and your office.
5.
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?
Correct Answer
D. Ask another employee to help the client while you escort Mrs. W. to a room away from the public area.
Explanation
In this situation, it is important to address the inappropriate behavior of Mrs. W. while ensuring that the client is taken care of. Asking another employee to assist the client allows for uninterrupted service, while escorting Mrs. W. to a private room helps to address her behavior away from the public area. This approach maintains professionalism and prevents further disruption in the office.
6.
You are a customer service representative at a retail store. A customer approaches you with a product they purchased two weeks ago. They explain that it's not working as expected and they would like a refund. What is the most appropriate response?
Correct Answer
B. Offer store credit or an exchange for a new product, as per the store's return policy.
Explanation
Option B is the most appropriate response as it adheres to the store's return policy, which typically allows returns or exchanges within a certain timeframe, even if the product is not defective. Offering store credit or an exchange demonstrates willingness to assist the customer while still following established procedures.
7.
You're helping a computer illiterate friend set up 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?
Correct Answer
A. I'd work with him for as long as it takes.
Explanation
The correct answer suggests that the person would be patient and willing to spend as much time as necessary to help their computer illiterate friend understand the Internet connection setup. They would not give up or get frustrated easily, demonstrating their dedication and willingness to assist their friend until they grasp the concept.
8.
A person is telling you a story but taking forever to get to the point. What do you do?
Correct Answer
A. I let him/her finish the story without interrupting.
Explanation
The given answer suggests that the person should patiently listen to the storyteller and allow them to finish their story without interrupting. This shows respect for the storyteller and their narrative, even though it may be taking longer than expected. It also implies that the person is willing to give the storyteller the opportunity to convey their intended message, regardless of how long it takes.
9.
Your friend/co-worker starts to get on your nerves. What would be your most likely response?
Correct Answer
E. I would explain what is bothering me and ask for some time to myself.
Explanation
The most likely response in this situation would be to explain what is bothering you and ask for some time to yourself. This response shows assertiveness and clear communication, allowing you to express your feelings and needs without being confrontational or aggressive. It also opens up the opportunity for a constructive conversation and potential resolution of the issue.
10.
When having a disagreement, I should typically:
Correct Answer
B. Maintain a normal voice level.
Explanation
The correct answer is to maintain a normal voice level. This means that when having a disagreement, the person does not lower their voice to a whisper, raise their voice slightly, or raise their voice level markedly. Instead, they choose to keep their voice at a normal level, indicating that they handle disagreements calmly and respectfully without resorting to aggression or intimidation.
11.
When conversing with clients who have a less extensive vocabulary (e.g., lower education level):
Correct Answer
E. I adjust my speech to their level.
Explanation
The correct answer is "I adjust my speech to their level." This answer suggests that when conversing with clients who have a lower education level or a less extensive vocabulary, the speaker adapts their speech to match the client's understanding. This shows a willingness to communicate effectively and accommodate the client's needs, rather than becoming impatient or dismissive.
12.
When conversing with a person who takes forever to get to the point:
Correct Answer
A. I keep myself from finishing his/her sentences.
Explanation
The correct answer is "I keep myself from finishing his/her sentences." This answer suggests that the person consciously tries to restrain themselves from interrupting or completing the sentences of the person who takes a long time to get to the point. They make an effort to allow the person to express themselves fully without interruption.
13.
When it comes to resolving conflicts:
Correct Answer
B. I prefer "give and take."
Explanation
The explanation for the given answer is that the person prefers a balanced approach to conflict resolution. They are willing to negotiate and find a middle ground that satisfies both parties involved. This approach promotes cooperation and compromise, creating a win-win situation where both sides feel heard and their needs are met.
14.
When it comes to conflict:
Correct Answer
A. I can "agree to disagree." I accept that other people have different viewpoints than my own.
Explanation
This answer is the correct one because it reflects an open-minded and accepting attitude towards differing viewpoints. It shows a willingness to acknowledge that others may have valid perspectives, even if they differ from one's own. This attitude promotes healthy conflict resolution and fosters respectful communication and understanding between individuals.
15.
You are asked to push a particular viewpoint with a client. The request makes perfect business sense, but you do not believe in the notion you are to advocate. How do you deal with the situation?
Correct Answer
C. I try to do my best to "pull it off."
Explanation
The answer "I try to do my best to 'pull it off'" suggests that the person will make an effort to advocate the viewpoint despite not believing in it. They will try their best to convince the client and present the viewpoint effectively. This shows a willingness to fulfill the request professionally and meet the client's needs, even if it goes against personal beliefs.