Work With Colleagues And Customers / Work In A Socially Diverse Environment
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- 1.The four forms of effective communication are:
- A.
Verbal, laughing, listening, waving
- B.
Verbal, Non-verbal, Listening, Writing
- C.
Verbal, Non-verbal, writing, waving
- 2.EEO stands for
- A.
Equal Entrance Opportunity
- B.
Equal Employment Opportunity
- C.
Even Employment Opportunity
- 3.The five elements of teamwork are:
- A.
Honesty, tolerance, selfishness, dedication, flexibility
- B.
Honesty, tolerance, commitment, disrespect, flexibility
- C.
Honesty, tolerance, commitment, dedication, flexibility
- 4.Discrimination is best described as
- A.
Treating one person less favourably than another
- B.
Treating people equally
- C.
Giving somone extra work responsibilities
- 5.An example of good body language is;
- A.
Folded arms
- B.
Slumped shoulders
- C.
Head held high
- 6.If speaking to someone about a conflict, you should display respect and speak to them in private
- A.
True
- B.
False
- 7.Other peoples opinions do not matter if you believe you are right
- A.
True
- B.
False
- 8.You should always offer an apology to a customer who has a complaint
- A.
True
- B.
False
- 9.An internal customer is a colleague
- A.
True
- B.
False
- 10.Yelling in the kitchen is an aceptable way to speak with others
- A.
True
- B.
False
- 11.The first step in the procedure for handling a customer complaint is:
- A.
Acknowledge
- B.
Apologise
- C.
Respond
- 12.If you are extremely busy and a customer complains, the correct procedure would be:
- A.
Tell them you are too busy and let someone else handle it
- B.
Acknowledge the complaint and advise you will find someone to assist them
- C.
Acknowledge the complaint but handle it when you have more time
- 13.An application for a job is best communicated through
- A.
Verbal communication
- B.
Written communication
- C.
Non-verbal communication
- 14.The definition of cultural diversity is:
- A.
People with different backgrounds, customs and beliefs
- B.
People from different countries
- C.
People with different religious beliefs
- 15.Which of the following should not be used when handling a complaint:
- A.
Listen to the whole complaint
- B.
Tell the customer you cant help them
- C.
Offer an apology
Questions: 5 | Attempts: 7386 | Last updated: Jan 22, 2013
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