Workplace Readiness Review 1

Age, Race, Gender, Disability, and National Origin are all aspects of

• Diversity awareness

• Teamwork

• Self-representation

• Work ethic

Answer explanation

Age, Race, Gender, Disability, and National Origin are all aspects of Diversity awareness, making it the correct choice.

During a team meeting Tom commented that his coworker's head covering was inappropriate for the workplace. The head covering is worn for religious reasons. Tom's comment displays lack of:

• Reliability

• Diversity awareness

• Responsiveness

• Resourcefulness

Answer explanation

Tom's comment displays lack of diversity awareness because he made a judgment about his coworker's religious head covering without considering or respecting different cultural or religious practices.

If a patient at your hospital expresses a religious viewpoint which you do not agree with, it would be most appropriate for you to

• Volunteer to pray with the patient

• Not let that affect any part of your professionalism

• Tell the patient that you respect her beliefs

• Remove yourself from caring for the patient

Answer explanation

It would be most appropriate to not let the patient's religious viewpoint affect any part of your professionalism, ensuring you provide unbiased care.

What is the basic goal and expectation of diversity awareness in the workplace?

• Seizing business opportunities

• Reflection of the community

• Creation of a sanctuary for self-expression

• Respect among coworkers and customers

Answer explanation

The basic goal and expectation of diversity awareness in the workplace is to promote respect among coworkers and customers, fostering a harmonious and inclusive environment.

A family asks to be seated at a different table in a restaurant than the one the hostess takes them to. What should the hostess do?

• Try to honor their request by seating them where they want

• Explain that the server assigned to that table is too busy

• Seat them where they want but complain about them to coworkers

• Ignore their request and walk away

Answer explanation

The hostess should try to honor their request by seating them where they want to provide good customer service and accommodate their preferences.

Once you have made a connection with a customer, you should next

• Engage the customer in personal conversation

• Determine the customer's budget

• Identify the customer's needs

• Ask if they are a returning customer

Answer explanation

The correct choice is to identify the customer's needs after making a connection, as this will help tailor your approach and provide the most relevant assistance.

An elderly woman with a cane is shopping at a busy grocery store and requests a motorized cart. Morgan explains to her that there are none available. Ten minutes later, as the elderly woman struggles to shop, a motorized cart becomes available. What should Morgan do in this situation?

• Page the elderly woman to return to the customer service desk to pick up a motorized cart

• Locate the elderly lady and bring her the motorized cart

• Since the customer has already begun her shopping, allow her to finish on her own

• Forgot the motorized cart, Morgan should help the elderly woman shop without a cart

Answer explanation

Morgan should locate the elderly lady and bring her the motorized cart to assist her while shopping, as it is the most appropriate and helpful action in this situation.

Tommy is an employee at a local store. When he passes customers, Tommy smiles and says, "Good morning." This is an example of:

• Self-representation skills

• Integrity

• Teamwork

• Conflict resolution

Answer explanation

Tommy's action of smiling and greeting customers demonstrates his self-representation skills by portraying a positive image of himself to others.

Jason is a cashier at the department store. A customer bought several glass items. While wrapping the glass, Jason breaks the tip off one of the statues. What is the BEST way to handle the situation?

• Explain the store policy pertaining to customers who damage floor items

• Wrap the item without explaining what happened

• Tell the customer what happened and replace the item

• Go to his supervisor and engage in conflict management

Answer explanation

Telling the customer what happened and replacing the item is the best way to handle the situation as it shows honesty and provides a solution to the issue.

Looking at your calendar, you notice there is a scheduling conflict with two potential customers. What should you do?

• Ask a co-worker to handle one of the customers

• Contact customers to cancel appointments

• Have them both come in and whoever gets there first is taken first

• Contact each customer as soon as possible to see if rescheduling is possible

Answer explanation

Contact each customer as soon as possible to see if rescheduling is possible