Question 1

Many customer service training programs are based on the idea that:

Accepted Answer

A) Good service keeps customers coming back 
B) Bad service keeps customers challenged 
C) Service doesn't matter to customers 
D) The customer is responsible for their experience 
A) Good service keeps customers coming back 
B) Bad service keeps customers challenged 
C) Service doesn't matter to customers 
D) The customer is responsible for their experience

Question 2

All of the following are variables which predict team effectiveness EXCEPT:

Accepted Answer

A) A team pay system 
B) Team spirit 
C) Social support 
D) Communication within the group 
A) A team pay system 
B) Team spirit 
C) Social support 
D) Communication within the group

Question 3

Surveys have found that 73% of recent high school graduates lack:

Accepted Answer

A) A driver's license 
B) Grammar and spelling skills 
C) Computer skills 
D) The ability to speak English 
A) A driver's license 
B) Grammar and spelling skills 
C) Computer skills 
D) The ability to speak English

Question 4

The Voluntary Protection Program (VPP)encourages organizations to work in conjunction with OSHA to establish workplace safety programs.

Accepted Answer

A) True 
 B)False

Question 5

Basic skills/literacy education deals with upgrading reading,writing,and computational skills.

Accepted Answer

A) True 
 B)False

Question 6

Which kinds of training may be needed to prepare new immigrants to enter the U.S.workforce?

Accepted Answer

A) Basic skills 
B) Homemaking 
C) English as a second language 
D) Both a and c will be needed 
A) Basic skills 
B) Homemaking 
C) English as a second language 
D) Both a and c will be needed

Question 7

TQM stands for Total Quality Maintenance.

Accepted Answer

A) True 
 B)False

Question 8

Traditional sales techniques are being replaced by more consultative approaches.

Accepted Answer

A) True 
 B)False

Question 9

Learning in apprenticeship programs is based on competency levels and not on time requirements.

Accepted Answer

A) True 
 B)False

Question 10

Corporate Universities have been developed by organizations with which of the following goals?

Accepted Answer

A) Provide curriculum that is linked to the goals and mission of the organization 
B) Make employees feel increased loyalty to the organization 
C) Allow employees to leave their job to secure additional education 
D) Enable all employees the opportunity access to free higher education 
A) Provide curriculum that is linked to the goals and mission of the organization 
B) Make employees feel increased loyalty to the organization 
C) Allow employees to leave their job to secure additional education 
D) Enable all employees the opportunity access to free higher education

Question 11

Customer service training is an example of:

Accepted Answer

A) KSAO training 
B) Interpersonal skills training 
C) Technical skills training 
D) Sales training 
A) KSAO training 
B) Interpersonal skills training 
C) Technical skills training 
D) Sales training

Question 12

By 2018,the racial minorities will account for how much of the U.S.workforce?

Accepted Answer

A) Over one-third 
B) About 10% 
C) Well over 50% 
D) Almost 75% 
A) Over one-third 
B) About 10% 
C) Well over 50% 
D) Almost 75%

Many customer service training programs are based on the idea that:

All of the following are variables which predict team effectiveness EXCEPT:

Surveys have found that 73% of recent high school graduates lack:

The Voluntary Protection Program (VPP)encourages organizations to work in conjunction with OSHA to establish workplace safety programs.

Basic skills/literacy education deals with upgrading reading,writing,and computational skills.

Which kinds of training may be needed to prepare new immigrants to enter the U.S.workforce?

TQM stands for Total Quality Maintenance.

Traditional sales techniques are being replaced by more consultative approaches.

Learning in apprenticeship programs is based on competency levels and not on time requirements.

Corporate Universities have been developed by organizations with which of the following goals?

Customer service training is an example of:

By 2018,the racial minorities will account for how much of the U.S.workforce?

Introduction to Human Resource Development

Influences on Employee Behavior

Learning and HRD

Assessing HRD Needs

Designing Effective Hrd Programs

Implementing HRD Programs

Evaluating HRD Programs

Onboarding: Employee Socialization and Orientation

Coaching and Performance Management

Employee Counseling and Wellness Services

Career Management and Development

Management Development

Organization Development and Change

HRD and Diversity: Diversity Training and Beyond

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Exam 9: Skills and Technical Training

Many customer service training programs are based on the idea that:

All of the following are variables which predict team effectiveness EXCEPT:

Surveys have found that 73% of recent high school graduates lack:

The Voluntary Protection Program (VPP)encourages organizations to work in conjunction with OSHA to establish workplace safety programs.

Basic skills/literacy education deals with upgrading reading,writing,and computational skills.

Which kinds of training may be needed to prepare new immigrants to enter the U.S.workforce?

TQM stands for Total Quality Maintenance.

Traditional sales techniques are being replaced by more consultative approaches.

Learning in apprenticeship programs is based on competency levels and not on time requirements.

Corporate Universities have been developed by organizations with which of the following goals?

Customer service training is an example of:

By 2018,the racial minorities will account for how much of the U.S.workforce?

Introduction to Human Resource Development

Influences on Employee Behavior

Learning and HRD

Assessing HRD Needs

Designing Effective Hrd Programs

Implementing HRD Programs

Evaluating HRD Programs

Onboarding: Employee Socialization and Orientation

Coaching and Performance Management

Employee Counseling and Wellness Services

Career Management and Development

Management Development

Organization Development and Change

HRD and Diversity: Diversity Training and Beyond

More on Research Design

Filters