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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?
Send the caller to your supervisor
Follow the established customer service policy
Find a coworker of another ethnicity who can help
Tell the customer you cannot understand him and ask him to v
Which question could violate laws aimed at achieving equal employment opportunities?
What is your religion?
What are your job skills?
What is your job history?
What is your address?
Oki is a sales associate at a computer sales store. He notices an older man with tattered clothing enters the store. How should he first approach the customer?
nform the customer of available lay- away plans.
Greet the customer and ask if he would like her assistance.
Wait until the customer approaches her and handle it.
Ask the customer to look at the posted dress code and leave.
Which of the following is most closely related to the "culture" of an organization?
Economic advantage
Company values
Competitive edge
Workplace procedures
Why is having diversity in a company culture’s staff a good idea?
It creates a homogenous work ethic.
It meets the quota for minority cultures.
There is a broader range of talents, skills, and creativity.
. The work environment will be more ethical.
At the conclusion of making a presentation to a large group, someone from the audience asks you along, elaborate question. What is the best practice to use in order to answer the question effectively?
. Ask for the person’s email address so you can send him/her
Smile and answer the question as soon as possible.
Restate the key question and ask if your understanding is co
Focus on one part of the question and answer that, then move
While waiting on customers, you notice an elderly woman looking at new computers. You should
wait for a coworker to help her.
assume she knows less about computers than the younger custo
approach her and ask her in a very loud voice: Are you lost
. treat her as you would any other customer.
A customer-service worker, due to her religious beliefs, has refused to serve someone. What should that employee expect?
That a coworker will step in on her behalf and serve the cus
A promotion for demonstrating integrity.
That no harm is done to the customer.
To be fired, reassigned, or demoted.
Teaching employees to manage conflict, to collaborate, and to understand cultural differences creates a work environment that supports:
. work ethic.
dversity
critical thinking.
integrity.
Being considerate of other people and cultures is an example of which workplace readiness skill?
Work ethic
Respect for diversity
Professionalism
Critical thinking
While in the workplace, you meet a person with a disability. You should
ask a coworker to help the person if you have no experience.
Treat the person with dignity and respect.
avoid eye-contact and do not offer any assistance.
ask questions about the origin of the person's disability.
Which situation is an example of discrimination?
Maud M Auto Repair employs male and female auto mechanics
Peter Pan Playskool has a male teaching assistant on staff.
Johnson Manufacturing Company hires only men for the assembl
Craft Construction Co. employs two female carpenters
To _____ others means to try to see things from their point of view.
supervise
criticize
give orders to
empathize with
A ____ is an oversimplified and distorted belief of a person or a group.
conflict
compromise
tact
stereotype
_____ in the workplace refers to unequal treatment based on disability, age, race, national origin, religion or gender.
dicrimination
affirmative action
sexual harassment
diversity
Which of the following is NOT a possible cause of conflict at work?
jealousy
misunderstandings
courtesy
gossip
