Situational Judgement Full Exam Part II

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Situational Judgement Full Exam Part II - Quiz

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Questions and Answers
  • 1. 

     You are a waiter at a restaurant. One night the restaurant is very busy, and a customer stops you on your way to the kitchen. The customer tell you that there are no more paper towels in the restroom. How should you handle this situation? Choose the BEST and WORST response.

    • A.

      Calmly explain that the restrooms are not your problem.

    • B.

      Apologize to the customer and tell another waiter to take care of it.

    • C.

      Apologize and tell the customer you will take care of it right away.

    • D.

      Ask your manager to install hand dryers in the restrooms.

    Correct Answer(s)
    A. Calmly explain that the restrooms are not your problem.
    B. Apologize to the customer and tell another waiter to take care of it.
    Explanation
    The BEST response is to apologize to the customer and tell another waiter to take care of it. As a waiter, it is part of your responsibility to ensure the satisfaction of the customers, and addressing their concerns is essential. Apologizing shows empathy towards the customer's inconvenience, and delegating the task to another waiter ensures that the issue is resolved promptly. On the other hand, calmly explaining that the restrooms are not your problem is the WORST response as it shows a lack of customer service skills and disregards the customer's needs.

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  • 2. 

    You just started working at a day care center. You notice that some of the toys in the toddlers' activity areas are broken. Some of the toys have broken pieces with sharp edges. How should you handle this situation?

    • A.

      Ask a co-worker to throw away the broken toys.

    • B.

      Remove the broken toys and ask how you should dispose of them.

    • C.

      Tell your supervisor that the toys need to be fixed immediately.

    • D.

      Tell the toddlers that they should not use the broken toys.

    Correct Answer(s)
    B. Remove the broken toys and ask how you should dispose of them.
    D. Tell the toddlers that they should not use the broken toys.
    Explanation
    In this situation, the best course of action is to remove the broken toys from the toddlers' activity areas to ensure their safety. Asking a co-worker how to dispose of them shows initiative and responsibility. Additionally, informing the toddlers that they should not use the broken toys is important in preventing any potential accidents or injuries. Telling the supervisor about the issue is also a good idea to ensure that the toys are fixed or replaced promptly.

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  • 3. 

    In a staff meeting, your manager announces that she will be conducting performance reviews over the next two weeks. She says that she will post a sign-up sheet outside of her office with each employee's name and available time slots for the reviews. She asks each employee to sign up for one-hour time slot. You walk by her office the next day and see the sign-up sheet, but your name is not on the list. How should you handle this situation? Choose the BEST and WORST response.

    • A.

      Wait a week and bring up the issue in the next staff meeting.

    • B.

      Explain the error to your manager and ask her to add your name.

    • C.

      Do nothing and hope that your manager will correct the mistake.

    • D.

      Ask your co-workers why they think your name is not on the list.

    Correct Answer(s)
    B. Explain the error to your manager and ask her to add your name.
    C. Do nothing and hope that your manager will correct the mistake.
    Explanation
    The BEST response is to explain the error to your manager and ask her to add your name. By directly addressing the issue with your manager, you are taking proactive steps to ensure that the mistake is corrected and that you are included in the performance reviews. This shows assertiveness and responsibility.

    The WORST response is to do nothing and hope that your manager will correct the mistake. By not taking any action, you are relying on chance and risking being left out of the performance reviews. This shows passivity and may result in missed opportunities for feedback and recognition.

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  • 4. 

    You are working an outdoor construction site. Weather forecasters have predicted a severe cold front will come through your area today. Sure enough, temperatures begin to drop rapidly in the afternoon. You know that the client has been putting pressure on your supervisor to make up time from other delays. How should you handle this situation? Choose the BEST and WORST response.

    • A.

      Continue working despite the potential danger because it is important to keep the client happy.

    • B.

      Check with your supervisor to see if it is safe to work, and trust that he will keep you and the client informed of the situation.

    • C.

      Seek shelter from the cold and hope that the weather will clear up shortly, since weather forecasters are often wrong.

    • D.

      Tell your supervisor that it is too cold to work and your need to go home right away.

    Correct Answer(s)
    A. Continue working despite the potential danger because it is important to keep the client happy.
    B. Check with your supervisor to see if it is safe to work, and trust that he will keep you and the client informed of the situation.
    Explanation
    The best response is to check with your supervisor to see if it is safe to work and trust that he will keep you and the client informed of the situation. This is the best response because it prioritizes safety and relies on the expertise of the supervisor to make informed decisions. It shows a responsible and cautious approach to the changing weather conditions. On the other hand, continuing to work despite the potential danger just to keep the client happy is the worst response. Safety should always be the top priority, and risking the well-being of the workers for the sake of pleasing the client is not acceptable.

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  • 5. 

    You recently received an evaluation of your work as a customer service representative. Your supervisor suggested that you work on speaking more clearly to customers. You decide to take a public speaking workshop to improve your communication skills. What is the next step in this situation? Choose the BEST and WORST response.

    • A.

      Practice speaking to a friend.

    • B.

      Find out if the workshop is helping.

    • C.

      Complete the workshop.

    • D.

      Find a workshop to take.

    Correct Answer(s)
    A. Practice speaking to a friend.
    D. Find a workshop to take.
    Explanation
    The BEST response in this situation is to practice speaking to a friend. By practicing with a friend, the customer service representative can receive feedback and guidance in a comfortable and supportive environment. This will help them improve their speaking skills and gain confidence before applying them in a professional setting. The WORST response is to find a workshop to take. This is because the customer service representative has already decided to take a workshop, so finding one should not be the next step. The next step should be to practice and apply the skills learned in the workshop.

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  • 6. 

    As a product promoter for a new sports drink, it is your job to give out samples at sporting events. People at recent events have been taking multiple samples, causing your supply to run out early. You decide that in the future you will implement a one-sample-per-person policy. At your next event, a man approaches your table and starts to pick up three samples. How should you handle this situation? Choose the BEST and WORST response.

    • A.

      Keep quiet and assume that he is taking the extra samples to his friends.

    • B.

      Tell the customer that he is being selfish and doesn't need three samples.

    • C.

      Let him take the extra samples and tell the next person about the policy.

    • D.

      Explain your policy and ask that he take only one sample.

    Correct Answer(s)
    B. Tell the customer that he is being selfish and doesn't need three samples.
    D. Explain your policy and ask that he take only one sample.
    Explanation
    The BEST response is to explain your policy and ask that he take only one sample. This approach is polite and professional, giving the customer the opportunity to understand and comply with the one-sample-per-person policy. It allows for open communication and ensures that everyone has a fair chance to try the sports drink. On the other hand, telling the customer that he is being selfish and doesn't need three samples is the WORST response. This response is confrontational and can potentially create a negative experience for the customer, which may reflect poorly on the brand and the product.

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  • 7. 

    You work in a busy office. Everyone in the office shares one copy machine. Every time you use the copy machine after your co-worker Alex, there is no paper in it.. How should you handle this situation? Choose the BEST and WORST response.

    • A.

      Check the copy machine each morning to make sure it has paper.

    • B.

      Tell your supervisor that Alex never refills the copy machine's paper.

    • C.

      Make all your copies after Alex leaves for the day.

    • D.

      Ask Alex to refill the copy machine if he uses all the paper.

    Correct Answer(s)
    B. Tell your supervisor that Alex never refills the copy machine's paper.
    D. Ask Alex to refill the copy machine if he uses all the paper.
    Explanation
    The best response is to tell your supervisor that Alex never refills the copy machine's paper. This is the most appropriate action to take as it addresses the issue and informs someone who can potentially resolve it. It is important to communicate the problem to the supervisor so that they can address the situation and ensure that there is always paper in the copy machine for everyone to use.

    The worst response is to make all your copies after Alex leaves for the day. This does not address the issue at hand and does not provide a solution for the problem. It is not a proactive approach and may result in inconvenience for others who need to use the copy machine before Alex leaves.

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  • 8. 

    The warehouse where you work has several pallets that must be moved before this afternoon's shipment arrives. Your supervisor makes an announcement asking all employees who are certified to operate forklilfts to help move the pallets. You see Paul, a new employee, begin to drive the forklift toward one of the pallets. You know that Paul is not certified to operate the forklift. How should you handle this situation? Choose the BEST and WORST response.

    • A.

      Tell a co-worker who is certified to operate a forklift to help you move the pallets.

    • B.

      Tell Paul to drive the forklift slowly and carefully so he can avoid accidents.

    • C.

      Stop Paul and explain why it is unsafe for uncertified workers to operate forklifts.

    • D.

      Ask your supervisor to review the warehouse safety procedures at your next meeting.

    Correct Answer(s)
    B. Tell Paul to drive the forklift slowly and carefully so he can avoid accidents.
    C. Stop Paul and explain why it is unsafe for uncertified workers to operate forklifts.
    Explanation
    The BEST response is to stop Paul and explain why it is unsafe for uncertified workers to operate forklifts. This is the correct course of action because it prioritizes safety in the workplace. Operating a forklift without proper certification can be dangerous and lead to accidents or injuries. By stopping Paul and explaining the risks involved, it helps ensure that everyone in the warehouse understands the importance of certification and follows proper safety procedures.

    The WORST response is to tell Paul to drive the forklift slowly and carefully so he can avoid accidents. This is not the appropriate action to take because it disregards the fact that Paul is not certified to operate the forklift. Safety protocols should not be compromised, and uncertified workers should not be allowed to operate heavy machinery.

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  • 9. 

    You know that your co-worker is not happy with her commute or her current salary. One day you see her filling out online applications at work. The next day you hear her calling to schedule interviews for jobs at other companies. How should you handle this situation? Choose the BEST and WORST response.

    • A.

      Do nothing and hope that your manager catches your co-worker while she is looking up other jobs.

    • B.

      Meet with your co-workers to complain about the current salaries that you are earning.

    • C.

      Explain to your co-worker that she could get in trouble for using her work phone and computer to apply for other jobs.

    • D.

      Tell your co-worker that she should be happy with her current salary and not complain.

    Correct Answer(s)
    C. Explain to your co-worker that she could get in trouble for using her work phone and computer to apply for other jobs.
    D. Tell your co-worker that she should be happy with her current salary and not complain.
    Explanation
    The best response is to explain to your co-worker that she could get in trouble for using her work phone and computer to apply for other jobs. This is because using company resources for personal use, especially for job hunting, is generally against workplace policies and can lead to disciplinary action. By informing her of this potential consequence, you are providing her with important information to make a more informed decision.

    The worst response is to tell your co-worker that she should be happy with her current salary and not complain. This response dismisses her concerns and fails to address the underlying issues that may be causing her dissatisfaction. It is important to acknowledge and validate her feelings, and encourage open communication about any workplace concerns.

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  • 10. 

    It is 5:00pm and you are closing the gift shop were you work. Just as you turn the sign to "Closed," a customer comes to the door and explains that tomorrow is her nephew's birthday. She tell you that she really wants to buy him a present from your store and thought the store was open until 5:30. How should you handle this situation? Choose the BEST and WORST response.

    • A.

      Explain that you are closing, but the customer can make a quick purchase if she knows what she wants to buy.

    • B.

      Recommend that the customer come back at 8:00am when the gift shop reopens.

    • C.

      Suggest that the customer look for a gift at another gift shop that is open later.

    • D.

      Let the customer come in and shop while you close and balance out the cash register.

    Correct Answer(s)
    A. Explain that you are closing, but the customer can make a quick purchase if she knows what she wants to buy.
    C. Suggest that the customer look for a gift at another gift shop that is open later.
    Explanation
    The best response is to explain to the customer that the store is closing but she can make a quick purchase if she knows what she wants to buy. This shows understanding and willingness to accommodate the customer's needs while still adhering to the store's closing time. The worst response would be to recommend that the customer come back at 8:00am when the gift shop reopens, as this does not provide a solution for the customer's immediate need and may inconvenience her. Suggesting that the customer look for a gift at another gift shop that is open later is also a valid option, as it offers an alternative solution for the customer.

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  • 11. 

    A co-woker decides to listen to her radio at work because it helps keep her alert. You cannot concentrate with the music playing. How should you handle this situation? Choose the BEST and WORST response.

    • A.

      Bring in a radio and play it really loud so your co-worker knows how annoying it is.

    • B.

      Suggest that your co-worker use heaadphones when she listens to the radio at work.

    • C.

      Complain about tthe music to your other co-workers and see if they have any ideas.

    • D.

      Tell you co-worker that she is being inconsiderate and to stop playing the music.

    Correct Answer(s)
    A. Bring in a radio and play it really loud so your co-worker knows how annoying it is.
    B. Suggest that your co-worker use heaadphones when she listens to the radio at work.
    Explanation
    The best response is to suggest that your co-worker use headphones when she listens to the radio at work. This allows her to continue listening to the radio and stay alert, while also addressing the issue of it being distracting for you. It promotes a solution that is considerate of both parties involved. On the other hand, bringing in a radio and playing it really loud to show your co-worker how annoying it is would only escalate the situation and create a hostile work environment.

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  • 12. 

    You are the assistant manager at an electronics store. Roberto, one of the employes, has asked for extra shifts to help him pay for some unexpected expenses. You know that the other employees will be upset if you take away any of their hours. How should you handle this situation? Choose the BEST and WORST response.

    • A.

      Suggest that Roberto look for a second job.

    • B.

      Ask Roberto to fill in for employees who need their shifts covered.

    • C.

      Have Roberto convince the other employees to give up some hours.

    • D.

      Give Roberto the extra shifts he needs until he pays off the expenses.

    Correct Answer(s)
    B. Ask Roberto to fill in for employees who need their shifts covered.
    D. Give Roberto the extra shifts he needs until he pays off the expenses.
    Explanation
    The BEST response is to ask Roberto to fill in for employees who need their shifts covered. This solution allows Roberto to earn extra money without taking away hours from other employees, maintaining fairness among the staff. It also helps to meet Roberto's financial needs without causing resentment among his colleagues. The WORST response would be to have Roberto convince the other employees to give up some hours, as this could create tension and discord among the team. Giving Roberto the extra shifts he needs until he pays off the expenses is a viable option, but it may not be sustainable in the long run and could lead to dissatisfaction among other employees.

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  • 13. 

    You are given blueprints and materials for a welding project. When you are looking over the measurements, you find that some materials were cut too short. You ask your foreman about the problem, and he explains that a new co-worker made the mistakes and cut the materials the wrong lengths. Your foreman asks you to redo the work and talk to your new co-workerabout what he did wrong. How should you handle this situation? Choose the BEST and WORST response.

    • A.

      As you redo the work, show the new co-worker how to measure correctly.

    • B.

      Tell your new co-worker to be careful when he is cutting material.

    • C.

      Complain to your friends about the new co-worker's mistake?

    • D.

      Tell the new co-worker that he messed up and better not do it again.

    Correct Answer(s)
    A. As you redo the work, show the new co-worker how to measure correctly.
    D. Tell the new co-worker that he messed up and better not do it again.
    Explanation
    The BEST response is to show the new co-worker how to measure correctly while redoing the work. This approach helps the new co-worker understand the correct way to measure and prevents further mistakes. The WORST response is to complain to your friends about the new co-worker's mistake. Complaining does not solve the problem or help the new co-worker improve, and it creates a negative work environment. Telling the new co-worker that he messed up and better not do it again is not the ideal response, but it can be seen as a necessary conversation to emphasize the importance of accuracy in the work.

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  • 14. 

    The administrative assistant where you are working is running late because his car broke down. He calls and tells you that yesterday he forgot to make copies of the agenda for this morning's staff meeting. He has already asked you to fill in for him several times this week. How should you handle this situation? Choose the BEST and WORST response.

    • A.

      Call your supervisor and complain that the administrative assistant is not doing his job.

    • B.

      Calmly explain that you do not mind making copies, but his requests this week have been excessive.

    • C.

      Tell the administrative assistant that he needs to get his act together and then hang up the phone.

    • D.

      Make extra copies of the agends for all the meetings just in case the administrative assistant forgets.

    Correct Answer(s)
    B. Calmly explain that you do not mind making copies, but his requests this week have been excessive.
    C. Tell the administrative assistant that he needs to get his act together and then hang up the phone.
    Explanation
    The best response is to calmly explain that you do not mind making copies, but his requests this week have been excessive. This response acknowledges the situation and communicates your willingness to help, while also addressing the issue of excessive requests. It is important to maintain professionalism and address the problem in a respectful manner.

    The worst response is to tell the administrative assistant that he needs to get his act together and then hang up the phone. This response is confrontational and unprofessional. It does not address the issue constructively and may damage the working relationship between you and the administrative assistant.

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  • 15. 

    At the end of a long shift at a grocery store, it is time to clock out. As you are walking toward the time clock, you pass a self-checkout lane and notice a customer having a problem paying for her groceries. You see the customer swipe her credit card, and the card reader keeps beeping and saying "Cannot read card." How should you handle this situation? Choose the BEST and WORST response.

    • A.

      Tell the customer to pay with a different type of credit card.

    • B.

      Ignore the customer and clock out for the day.

    • C.

      Ask the cashiers if their card readers have been having problems.

    • D.

      Tell the customer that you will go get a supervisor who can help her.

    Correct Answer(s)
    B. Ignore the customer and clock out for the day.
    D. Tell the customer that you will go get a supervisor who can help her.
    Explanation
    The best response is to tell the customer that you will go get a supervisor who can help her. This shows empathy and a willingness to assist the customer in resolving the issue. Ignoring the customer and clocking out for the day would be the worst response as it disregards the customer's problem and fails to provide any assistance.

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  • 16. 

    The morning rush at the coffee shop where you work has finally ended. Now the store is getting just a few customers every hour. How should you handle this situation? Choose the BEST and WORST response.

    • A.

      Take a long break because there is nothing to do.

    • B.

      Wait patiently until the manager gives you a task.

    • C.

      Begin clearing tables and preparing for the midday rush.

    • D.

      Look busy even though you don't know what you should be doing.

    Correct Answer(s)
    A. Take a long break because there is nothing to do.
    C. Begin clearing tables and preparing for the midday rush.
    Explanation
    The best response is to begin clearing tables and preparing for the midday rush. Even though there are only a few customers now, it is important to stay productive and proactive by organizing and preparing for future customers. This will ensure a smooth transition into the midday rush and maintain a clean and efficient environment. On the other hand, taking a long break because there is nothing to do is the worst response as it shows a lack of initiative and can create a negative impression on customers and colleagues.

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  • 17. 

    You inspect and clean vehicles for a car rental company. You have been asked to prepare a red sports car for an afternoon pick-up. How should you handle ths situation? Choose the BEST and WORST response.

    • A.

      Wait until fifteen minutes before the customer is expected to arrive before GETTING THE CAR READY.

    • B.

      Thoroughly prepare the car well before the customer arrives.

    • C.

      Decide not to prepare the car because there are other cars in the lot that the customer could rent.

    • D.

      Clan and inspect the car quickly so that you can leave for lunch.

    Correct Answer(s)
    B. Thoroughly prepare the car well before the customer arrives.
    C. Decide not to prepare the car because there are other cars in the lot that the customer could rent.
    Explanation
    The best response is to thoroughly prepare the car well before the customer arrives. This ensures that the car is clean and ready for the customer's pick-up, providing a positive experience for the customer. On the other hand, the worst response is to decide not to prepare the car because there are other cars in the lot that the customer could rent. This shows a lack of professionalism and customer service, potentially leading to a dissatisfied customer.

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  • 18. 

    You work as a front desk clerk for a hotel. When you try to confirm the room reservation for a family that has just arrived , you find that another clerk accidentally canceled the reservation. How should you handle the situation? Choose the BEST and WORST response.

    • A.

      Tell the family that your co-worker is always messing up, and now there's nothing you can do to help them.

    • B.

      Assign the family a room, even though it doesn't compare to the room they had reserved.

    • C.

      Get your co-worker to resolve the proble, since she was the one who created the problem in the first place.

    • D.

      Pologize for the error and work with the family to find a suitable, available room.

    Correct Answer(s)
    A. Tell the family that your co-worker is always messing up, and now there's nothing you can do to help them.
    D. Pologize for the error and work with the family to find a suitable, available room.
    Explanation
    The BEST response is to apologize for the error and work with the family to find a suitable, available room. This shows professionalism and a willingness to resolve the issue. Blaming the co-worker and saying there's nothing that can be done is unhelpful and unprofessional, making it the WORST response.

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  • 19. 

    You are a ticket agent for an airline. You have been on the job for four weeks. Today a passenger is very unhappy. He wants you to get him on an earlier flight, but the flight is full. The passenger becomes very angry and beginsto shout at you. How should you handle this situation? Choose the BEST and WORST response.

    • A.

      Shout back at the customer.

    • B.

      Leave your station.

    • C.

      Request a supervisor.

    • D.

      Quit your job.

    Correct Answer(s)
    C. Request a supervisor.
    D. Quit your job.
    Explanation
    The best response in this situation is to request a supervisor. Seeking assistance from a higher authority can help resolve the issue and provide a solution that satisfies the unhappy passenger. On the other hand, quitting your job would be the worst response as it is an extreme and irrational reaction that does not address the problem at hand. It is important to remain calm and professional when dealing with difficult customers, and seeking guidance from a supervisor is a more appropriate and effective approach.

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  • 20. 

    You are one of ten employees who work in your office. Last week, everyone else received a new computer and printer, but you did not. How should you handle this situation? Choose the BEST and WORST response.

    • A.

      Talk to your supervisor to see if a mistake was made.

    • B.

      Complain to your co-workers that it is unfair.

    • C.

      Confront your supervisor and demand a new computer.

    • D.

      Take a co-worker's computer and printer.

    Correct Answer(s)
    A. Talk to your supervisor to see if a mistake was made.
    D. Take a co-worker's computer and printer.
    Explanation
    The best response is to talk to your supervisor to see if a mistake was made. By addressing the issue directly with your supervisor, you can clarify if there was an oversight or misunderstanding. This approach allows for open communication and the opportunity to resolve the situation in a professional manner. On the other hand, taking a co-worker's computer and printer is the worst response as it involves stealing and is unethical. It can lead to serious consequences, damaging relationships and trust within the office.

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  • 21. 

    You are responsible for training all new clerks at a supermarket chain. You have been working with the new hires on how to close out a cash register at the end of the day. One of the new employees, Sarah, appears overwhelmed and goes into the restroom in tears. How should you handle this situation. Choose the BEST and WORST response.

    • A.

      Send someone into the restroom so Sarah has somebody to talk with.

    • B.

      Continue the trainng with the rest of the employees and fill Sarah in later.

    • C.

      Contact Sarah's supervisor to discuss her behavior during training.

    • D.

      Talk with Sarah when she is calm, and ask her if something was said that upset her.

    Correct Answer(s)
    C. Contact Sarah's supervisor to discuss her behavior during training.
    D. Talk with Sarah when she is calm, and ask her if something was said that upset her.
    Explanation
    The best response is to contact Sarah's supervisor to discuss her behavior during training and also talk with Sarah when she is calm, asking her if something was said that upset her. This approach shows concern for Sarah's well-being and allows for a discussion with her supervisor to address any issues or concerns that may have arisen during the training. It is important to provide support and address any potential problems in a professional and empathetic manner.

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  • 22. 

    You have just started working as a tile and marble setter. Your boss has aksed you to trim several pieces and prepare them to be set. You have learned how to use a tile saw to trim down tile pieces, but this is the first timeyou've been asked to use the saw alone on the job. How should you handle this situation? Choose the BEST and WORST response.

    • A.

      Ask a more experienced co-worker to saw the tiles for you.

    • B.

      Complete the task as your boss has requeste and risk breaking the tile saw or injuring yourself.

    • C.

      Ask a more expierenced co-worker to watch as you get started.

    • D.

      Explain to your boss that you are still getting used to the saw and ask that he assign the task to somebody else.

    Correct Answer(s)
    B. Complete the task as your boss has requeste and risk breaking the tile saw or injuring yourself.
    C. Ask a more expierenced co-worker to watch as you get started.
    Explanation
    The best response is to ask a more experienced co-worker to watch as you get started. This way, you can receive guidance and support from someone who is familiar with using the tile saw. It reduces the risk of breaking the tile saw or injuring yourself since you have someone to assist you. However, the worst response is to complete the task as your boss has requested and risk breaking the tile saw or injuring yourself. This is not advisable as it can lead to accidents or damage to the equipment.

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  • 23. 

    You recently completed your first three months on the job, and your supervisor has called you in to discuss your performance and to offer tips on how you might improve. He would also like you to set learning goals that will help you succeed at your job. How should you handle this situation? Choose the BEST and WORST response.

    • A.

      Ask a co-workers what kinds of goals they set and then choose the best their goals.

    • B.

      Set goals that will be easy to complete quickly so you can impress your supervisor.

    • C.

      Ask your supervisor to suggest a few learning goals and then choose from those.

    • D.

      Set goals based on the tips that your supervisor offered on how you might improve.

    Correct Answer(s)
    B. Set goals that will be easy to complete quickly so you can impress your supervisor.
    D. Set goals based on the tips that your supervisor offered on how you might improve.
  • 24. 

    You have teken a new position at a doctor's office. You have been asked to schedule appointments while the head receptionist is away. You have been trained to manage the doctor's schedule, but this is the first time you have has to do it by yourself. How should you handle this situation? Choose the BEST and WORST response.

    • A.

      Ask the head receptionist for a quick review before she leaves.

    • B.

      Do the best you can with what you remember from the training.

    • C.

      Ask a co-worker to schedule any appointments for you.

    • D.

      Look for any notes you may hvae taken from the training.

    Correct Answer(s)
    A. Ask the head receptionist for a quick review before she leaves.
    C. Ask a co-worker to schedule any appointments for you.
    Explanation
    The BEST response is to ask the head receptionist for a quick review before she leaves. This ensures that you have a clear understanding of how to manage the doctor's schedule and reduces the chances of making mistakes. The WORST response is to ask a co-worker to schedule any appointments for you. This shows a lack of initiative and responsibility in handling your own tasks, and it may inconvenience your co-worker who already has their own workload.

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  • 25. 

    You work on a manufacturing assemby team, and your new job assignment will require you to use the new machine. You have never used this machine before. How should you handle this situation? Choose the BEST and WORST response.

    • A.

      Attend a training session offered by the company.

    • B.

      Ask your supervisor to show you how to use the machine.

    • C.

      Watch a video about how to work the machine.

    • D.

      Observe a co-worker using the machine and take notes.

    Correct Answer(s)
    A. Attend a training session offered by the company.
    C. Watch a video about how to work the machine.
    Explanation
    The best response is to attend a training session offered by the company because it will provide comprehensive and hands-on instruction on how to use the new machine. This will ensure that you receive proper training and guidance from experts. Watching a video about how to work the machine is also a good response as it can provide visual instructions and demonstrations. However, it may not be as effective as attending a training session in terms of addressing specific questions or concerns. Asking your supervisor to show you how to use the machine can be a good response, but it may not be as comprehensive as a training session or video. Observing a co-worker using the machine and taking notes can be helpful, but it may not provide enough information or guidance for proper operation.

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  • 26. 

    Your company provides a catalog and videos to help employees learn about the products it sells. Every few months, all call center employees have to take a test on the products in the catalog. The next test is a week away. How should you handle this situation? Choose the BEST and WORST response.

    • A.

      Ask your supervisor to tell you which products will be on the test.

    • B.

      Take the test and use your best judgement when choosing answers.

    • C.

      Read and study any materials your company provides.

    • D.

      Ask your co-workers to tell you about the product in the catalog.

    Correct Answer(s)
    A. Ask your supervisor to tell you which products will be on the test.
    C. Read and study any materials your company provides.
    Explanation
    The best response is to ask your supervisor to tell you which products will be on the test. This will give you specific information about what to focus on while studying. Additionally, reading and studying any materials your company provides is also a good response as it will help you gain a comprehensive understanding of the products. Taking the test and using your best judgement when choosing answers may not be the most effective approach as it relies on guesswork rather than knowledge. Asking your co-workers to tell you about the product in the catalog may not provide accurate or complete information.

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  • 27. 

    You have taken a job as an elctrician's assistant. You don't have much experience with some of the tools you will be required to use, and you'd like to take a training class. You would like for your employer to provide this training, since it would help you do your job. How should you handle this situation? Choose the BEST and WORST response.

    • A.

      Keep an eye on the company bulletin board for training opportunities.

    • B.

      Don't ask about training and just learn what you can on the job.

    • C.

      See what you can find out about the tools from your co-workers.

    • D.

      Ask your boss if the company offers any training courses.

    Correct Answer(s)
    B. Don't ask about training and just learn what you can on the job.
    D. Ask your boss if the company offers any training courses.
    Explanation
    The BEST response is to ask your boss if the company offers any training courses. This shows initiative and a desire to improve your skills, and it also demonstrates that you are proactive in seeking out opportunities for professional development. On the other hand, the WORST response is to not ask about training and just learn what you can on the job. This approach may limit your ability to fully understand and utilize the tools, and it may also prevent you from gaining the necessary skills to excel in your role as an electrician's assistant.

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