Ptw Mission, Vision, And Values Training Module Assessment
This assessment is designed to measure knowledge retention from the training module that you just completed. Please choose the best answer to each multiple-choice question.
Note: You must achieve a score of 90% or above in order to successfully pass the training course.
Upon successful completion of this assessement; please present your certificate to the Human Resourcse Coordinator to review your results.
- 1.
Delivering our services and knowledge enthusiastically means:
- A.
We perpetuate a passion for working at our organization
- B.
We call customers by their first name
- C.
We treat customers the way we would want to be treated
- D.
All of the above
Correct Answer
D. All of the aboveExplanation
The correct answer is "All of the above". This means that delivering services and knowledge enthusiastically involves perpetuating a passion for working at the organization, calling customers by their first name, and treating customers the way we would want to be treated. By doing all of these things, we demonstrate enthusiasm and a positive attitude towards our work and customers.Rate this question:
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- 2.
One way in which our quanitfiable fitness programs create a unique and higher quality experience at PTW is by:
- A.
Offering extended hours of operation at all four of our locations
- B.
Using monthly measurements to track progress
- C.
Keeping our facilities clean
- D.
Utilizing state-of-the-art exercise equipment
Correct Answer
B. Using monthly measurements to track progressExplanation
Using monthly measurements to track progress is a way in which our quantifiable fitness programs create a unique and higher quality experience at PTW. This allows individuals to regularly assess their progress and make necessary adjustments to their fitness routines. By tracking progress through monthly measurements, individuals can set specific goals and monitor their improvement over time. This helps to ensure that the fitness program is effective and tailored to the individual's needs, resulting in a more personalized and successful fitness experience.Rate this question:
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- 3.
Our values customers at PTW include:
- A.
Local sports teams
- B.
Medical professionals
- C.
Insurance companies
- D.
All of the above
Correct Answer
D. All of the aboveExplanation
The correct answer is "All of the above" because the statement mentions three specific groups of customers: local sports teams, medical professionals, and insurance companies. By stating "all of the above," it implies that all three groups are included as valued customers at PTW.Rate this question:
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- 4.
One way in which our employees can strive to exceed the expectations of our customers is by:
- A.
Creating meaningful relationships with our customers
- B.
Making idealistic promises to our customers
- C.
Doing everything by the book
- D.
Sticking to only what is outlined on our job descriptions
Correct Answer
A. Creating meaningful relationships with our customersExplanation
Creating meaningful relationships with customers is a way for employees to exceed customer expectations because it allows for a deeper understanding of their needs and preferences. By building trust and rapport, employees can provide personalized and tailored solutions, anticipate customer needs, and go above and beyond to ensure customer satisfaction. This approach fosters loyalty and positive word-of-mouth, leading to long-term customer relationships and business growth.Rate this question:
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- 5.
Each of the following is an overarching goal of PTW, except:
- A.
To be involved in community service projects
- B.
To constantly improve the delivery of our care
- C.
To reduce costs by any means necessary
- D.
To exceed the expectations of our customer service base
Correct Answer
C. To reduce costs by any means necessaryExplanation
The goal of PTW is to be involved in community service projects, constantly improve the delivery of care, and exceed the expectations of their customer service base. However, reducing costs by any means necessary is not an overarching goal of PTW. This suggests that PTW prioritizes quality care and customer satisfaction over cost-cutting measures.Rate this question:
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- 6.
A new customer is exploring PTW but looks a little lost, what would be the best way to interact with him/her?
- A.
Walk up to them and immediately ask them for their business
- B.
Be the first to say hello, learn their first name, and offer to give them a tour of the facility
- C.
Wait for a physical therapist or more experienced employee to approach them first
- D.
Ask them to take a sear and tell them you will be with them when you are free
Correct Answer
B. Be the first to say hello, learn their first name, and offer to give them a tour of the facilityExplanation
The best way to interact with a new customer who appears to be lost is to be friendly and welcoming. By being the first to say hello, learning their first name, and offering to give them a tour of the facility, you can make them feel more comfortable and valued. This approach shows that you are attentive to their needs and willing to assist them in navigating the PTW. It also helps to establish a personal connection and build rapport, which can lead to a positive customer experience.Rate this question:
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- 7.
You have finished all your daily duties at work but still have another hour on your shift, what is the best next step?
- A.
Notify your supervisor and pack up to leave early
- B.
Ask your supervisor if there is extra work that you can help out with
- C.
Complain to one of your coworkers that there is never enough work to do
- D.
Read a magazine and relax for the rest of your shift
Correct Answer
B. Ask your supervisor if there is extra work that you can help out withExplanation
The best next step would be to ask your supervisor if there is extra work that you can help out with. This shows initiative and a willingness to contribute to the team even when your daily duties are finished. It also demonstrates a proactive approach to work and a desire to make the most of your time on the shift.Rate this question:
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- 8.
You were just told that a regular customer is having major surgery in the next week, how can you help let them know that PTW cares?
- A.
Write them a "Get Well Soon" card
- B.
Go out of your way to learn about their condition and personal life
- C.
Show them a sense of urgency, follow through, and commitment to attend to their needs
- D.
All of the above
Correct Answer
D. All of the aboveExplanation
All of the above options can help PTW let the regular customer know that they care. Writing a "Get Well Soon" card shows empathy and concern for their well-being. Going out of the way to learn about their condition and personal life demonstrates a genuine interest in their situation. Showing a sense of urgency, follow-through, and commitment to attending to their needs reassures the customer that PTW is dedicated to their care. Therefore, all of these actions combined can effectively convey PTW's concern and support for the customer undergoing major surgery.Rate this question:
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- 9.
You noticie that one of our customers seems reluctant to discuss their health condition with you, what do you do?
- A.
Use empathy and active listening to identify with them and their needs
- B.
Assume that their condition is harmful and call 911
- C.
Tell them that if they can not explain their condition,then they cannot get help through PTW
- D.
Place them into a PTW program in order to still get their business
Correct Answer
A. Use empathy and active listening to identify with them and their needsExplanation
It is important to use empathy and active listening when a customer seems reluctant to discuss their health condition. By doing so, it shows that you understand and care about their concerns, which can help build trust and rapport. This approach allows the customer to feel more comfortable opening up and sharing their needs, enabling you to provide appropriate assistance and support.Rate this question:
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- 10.
You come to work one day and feel completely overwhelmed with all the tasks you have to do, what is the best way to deal with this situation?
- A.
Tell your supervisor that you cannot handle things and ask him/her to assign less work to you
- B.
Stay late and work extra hours to get the job done
- C.
Set a positive tone and utilize company resources to plan out what the next couple of days will look like
- D.
Ask one of your coworkers to help you
Correct Answer
C. Set a positive tone and utilize company resources to plan out what the next couple of days will look likeExplanation
The best way to deal with feeling overwhelmed at work is to set a positive tone and utilize company resources to plan out the next couple of days. This approach allows you to take control of the situation and prioritize tasks effectively. By staying positive, you can maintain a productive mindset and tackle the workload more efficiently. Utilizing company resources, such as calendars or project management tools, helps in organizing tasks and allocating time appropriately. This approach promotes effective time management and reduces stress, ultimately leading to better productivity and work-life balance.Rate this question:
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