An angry coworker complains about how you do your job. Your BEST response is to

• be more assertive than he/she is

• call security for help

• walk away to avoid conflict

• remain calm and focused on a solution

Answer explanation

The best response to an angry coworker is to remain calm and focused on finding a solution. This approach helps to de-escalate the situation and promotes a constructive resolution.

When resolving conflict, the main goal is to:

• debate the problem and choose a winner

• explore solutions but punish both parties

• find middle ground or a win-win solution

• determine the strengths and weaknesses of the situation

Answer explanation

The main goal when resolving conflict is to find a win-win solution, where both parties can reach a middle ground.

What part of a person's speech sets the tone, gains trust, and gets the audience's attention?

• Introduction

• Supporting evidence

• Conclusion

• Non-verbal body language

Answer explanation

The introduction of a person's speech sets the tone, gains trust, and gets the audience's attention. It is the correct choice because it is the first impression and establishes the speaker's credibility.

While waiting on customers, you notice an elderly woman looking at new computers. You should assume she knows less about computers than the younger customers you serve.

• assume she knows less about computers than the younger customers you serve.

• treat her as you would any other customer.

• Approach her and ask in a very loud voice if she is lost.

• Wait for a coworker to help her.

Answer explanation

The correct choice is to treat the elderly woman as you would any other customer. It is important to not assume she knows less about computers based on her age.

A customer-service worker, due to her religious beliefs, has refused to serve someone. What should that employee expect?

• That another employee will step in to help the customer

• A promotion for demonstrating integrity

• that no harm has been done

• To be fired, reassigned, or demoted

Answer explanation

The customer-service worker can expect to be fired, reassigned, or demoted for refusing to serve someone due to religious beliefs. This choice highlights the correct consequence.

A customer who speaks little English calls with questions about a product he recently purchased at your store. You are having difficulty understanding him. What is your best approach to helping this customer?

• Find a coworker of another ethnicity who can help.

• Send the caller to your supervisor.

• Ask the customer to visit the store, since you can't understand him.

• Follow the established customer-service policy.

Answer explanation

The best approach to helping this customer is to follow the established customer-service policy.

62) Which skill is used when improving professional skills to stay up-to-date in one's career field?

• A. Time management

• B. Critical thinking

• C. Continuous learning

• D. Workplace safety

Answer explanation

Continuous learning is the skill used to stay up-to-date in one's career field. It involves constantly acquiring new knowledge and skills to adapt to changes and advancements.

63) Dorethea is a valued employee at the local veterinary clinic. She often asks her supervisor if he would pay for her to take a course that is related to her work at the clinic. Why does she have this expectation?

• A. The employer is required by law to make such investments.

• B. The employer has an interest in expanding her skill set.

• C. She likes to explore options so she might move on to something else.

• D. She enjoys learning but does not want to pay for it herself.

Answer explanation

The employer has an interest in expanding her skill set.

64) During her job applicant interview, Susie was asked if she would be willing to occasionally attend out-of-town and overnight training sessions. Typically the reason for this question is to discover:

• A. whether she would work overtime hours.

• B. her desire and ambition to move up to management.

• C. whether she is willing to sacrifice her values.

• D. her commitment to professional growth.

Answer explanation

The question aims to assess Susie's commitment to professional growth by asking if she is willing to attend out-of-town and overnight training sessions.

65) One of the leading reasons why it is important for employees to seek professional development throughout their careers is to be prepared for

• A. changes in lifestyles.

• B. boredom and burnout.

• C. life after retirement.

• D. changes in the workplace.

Answer explanation

Employees should seek professional development to be prepared for changes in the workplace.