[Being good with figures]
a. I am not so good with such matters. 4
b. When numbers are involved, I get stressed. 3
c. I can remember difficult numbers. 2
d. I can manage without difficulties. 1
21. A technical issue arises concerning the company’s servers:
[Application of professional techniques, entrepreneurial thinking]
a. I usually know everything. 4
b. I assign it to another co-worker that is more appropriate for the job. 2
c. I am not always sure about how to get on. 3
d. If I don’t know how to proceed, I try solving it by looking it up or getting help. 1
22. You work in the customer support with other people who usually make noise:
[Understanding …show more content…
With your boss to find out what's important to them.
3. With the whole team to clarify expectations.
4. With HR to compare your salary to the rest of the team.
5. With each person to find out how they want to be managed.
29. A customer has called with a complex problem. You decide to gather the information you need to check the issue and assure the customer that you will call them back within an hour. However, while you are working on the matter, one of your colleagues informs you that there is a long line of customers at the till and asks you to come and help. What is the best response in this situation? [service orientation, time management skills, client support]
1. Take a few moments to consider how much time you need to finish working on your customer’s problem and see if you can spend some time helping at the checkout.1
2. Put your current task on hold for a while and go help your team at the till.
3. Apologize to your colleague and explain that you can’t help at the moment.
4. Ask your manager what you should do.
30. A customer approaches you and says: “The service here is just horrible!” What would you say to her? [client support, entrepreneurial