WPR 6-10 Interpersonal Skills

16. 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.
• Tell the customer you cannot understand him and ask him to visit the store.
• Follow the established customer-service policy.

17. Project tasks have been assigned to individual team members. Which action MOST hurts the potential success of the team?

• Having distinct roles
• Inspiring competition among team members
• Individuals requesting help when problems arise
• Focusing exclusively on individual roles.

18. _____ allows you the opportunity to define your company's goals, ethics, culture, and norms for decision making.

• The vision statement
• The mission statement
• Legal disclaimers
• The manufacturer's resources

19. Which of the following is most closely related to the "culture" of an organization?

• Company values
• Workplace procedures
• Economic advantage
• Competitive edge

20. The sometimes predictable fluctuations in economic activity of one company, such as employment and production, are referred to as:

• the business cycle.
• microeconomics.
• the law of demand.
• the law of supply.

21. What is the result of a large supply but a low demand for a particular product?

• an increase in price
• an increase in competition
• surplus
• a monopoly

22. If you are interested in a promotion, which of the following is essential?

• Take coworkers to lunch.
• Develop a friendship with your supervisor.
• Hire a life coach.
• Acquire and prove new industry knowledge.

23. You are concerned because you are 50 pounds overweight. A logical, short-term goal is to:

• lose 2-3 pounds in a month.
• set a total weight loss goal.
• decide to stop eating a certain food.
• exercise for three hours.

24. When applying for a job that has specific job requirements, you should clarify, emphasize, and elaborate on your ability to perform those tasks in your

• resume.
• references.
• bibliography.
• cover letter.

25. A benefit to preparing and taking your own lunch to work is:

• it cuts down on time needed for a lunch break.
• it provides the opportunity to eat healthier.
• it is good for the environment.
• it promotes workplace morale and culture.