The Teacher’s Desktop

Create Pre- and Post-Tests

The 100 questions available from the Topic you selected are displayed for your review so you can make choices about which questions to ask.

An (R) is shown when a Lesson is one you required when you set up your class. It is recommended that you choose questions only from Required Lessons.

You may ask the same or different questions in the Pre- and Post-Tests by clicking the appropriate columns.

Step 4c: Create a Pre- and Post-Test for Class: Work Readiness, 10 a.m.

The 100 questions available under this Topic with the corresponding Lesson title are displayed below.

For each question, decide whether you want to use the question on the Pre- or Post-Test, or on both. Check the boxes under the Pre-Test column to select the Pre-Test questions. Likewise, click the boxes under the Post-Test column to select the questions for the Post-Test.

When finished with this topic, click the button Save Pre-and Post Test Questions.

This demonstration has already selected questions for the Pre- and Post-Tests. You can review these questions below. Click here to continue.

Topic: Customer Service

 Lesson: Gaining Customer Trust (Required)Pre-TestPost-Test
1.You should know about your customers as individuals, not just as a group.
2.Most customers don’t like business relationships to be personal.
3.When you look at a situation from the customer’s point of view, you help win the customer’s confidence.
4.You should put your customers before your personal concerns.
5.The customer’s needs are less important than the customer’s wants.
6.If a customer is strange, you should respect his business, but there's no reason to respect him personally.
7.You should promise anything to make a sale.
8.Nothing makes up for poor service.
9.Don't apologize for another employee’s mistake.
10.Besides pleasing the customer, good follow-up brings you valuable information.
 Lesson: Interacting with Customers (Required)Pre-TestPost-Test
1.People usually speak faster than our minds can follow them.
2.In North America, looking someone in the eye usually makes the person uneasy.
3.You should address customers in the same way that you talk to your friends.
4.To make your voice effective, you should avoid speaking either too rapidly or too slowly.
5.Just being willing to help a customer is good enough.
6.Use the same service style with all your customers.
7.Revealing even minor information about a customer may violate their confidence.
8.Customers almost always know exactly what they want.
9.To be seen as dependable, you should be consistent and reliable in your policies and actions.
10.Moving quickly counts when you are solving customers’ problems.
 Lesson: Learning What Customers Want (Optional)Pre-TestPost-Test
1.Use your imagination to grasp what customers want.
2.Always trust your first assumptions about customers.
3.Clarifying questions ask whether you understand what the customer needs.
4.An open-ended question has no fixed answer.
5.It is important to use technical language that shows the customer your expertise.
6.For a new sale, there's no point in wasting time learning what the customer bought in the past.
7.Customers will be annoyed if you ask about their future needs.
8.Sharing samples and examples helps you and the customer identify what the customer wants.
9.First-time customers don't want to talk about why they came to you.
10.A customer profile includes just contact information.
 Lesson: Giving Customers What They Want (Required)Pre-TestPost-Test
1.Personalized service treats each customer as unique.
2.When giving attention to a customer, quantity counts as well as quality.
3.If you have several products that might match a customer’s needs, it doesn’t matter which you suggest.
4.Don't give the customer too much information about the product.
5.Never admit that you don’t understand some of the technical issues about your products or services.
6.You should point out each product's distinctive features.
7.A product’s benefits to the customer are more important than its features.
8.Customers don't like having multiple choices.
9.Customers can become discouraged when a purchase is difficult.
10.Most customers want to feel good about themselves.
 Lesson: Keeping Customers Coming Back (Optional)Pre-TestPost-Test
1.If you disagree with a customer, be sure you win the argument.
2.It’s wise to promise less than you can actually deliver.
3.Adding extra value to a purchase gives the customer more to get upset about.
4.Customers like the salesperson to control the process.
5.Regular progress reports help convince customers you value their business.
6.To protect yourself, you should avoid dealing with customer problems that aren’t your responsibility.
7.Customers like seeing employees work as a team.
8.Customers are more inclined to like your company if you show you like working there.
9.Email is a poor way to stay in touch with customers.
10.Most customers feel annoyed when you ask for feedback.
 Lesson: Seeing the Customer's Point (Optional)Pre-TestPost-Test
1.The customer’s age seldom matters in making a sale.
2.Ethnic or cultural influences often determine what the customer is looking for.
3.It is impolite to notice a customer's physical characteristics.
4.Customers' educational background can influence what they buy.
5.Not everyone can afford the same product.
6.Status plays little role in major purchases.
7.Customers' self-image can provide excellent clues to what they consider important.
8.What the customer knows about your product is unimportant, because it's your job to provide this information.
9.The customer’s body language and tone of voice may tell you things that words alone do not.
10.Treat the needs of all customers as equally urgent.
 Lesson: Selling Yourself and the Company (Optional)Pre-TestPost-Test
1.Rapport is your ability to communicate effectively with the customer.
2.A welcoming style of communication includes nonverbal signals.
3.By showing interest in a customer, you communicate the sense that your whole company cares.
4.You should learn how to talk on the phone with one customer while assisting another.
5.Customers like you to be slow and relaxed in your movements.
6.In addition to listening carefully to a customer, you should make the customer aware that you understand.
7.Customers’ unspoken needs may be as important as the needs they tell you about.
8.Customers will be upset if you respond to their feelings.
9.It is insulting to a customer to simplify your language because you don’t think the customer understands you.
10.Most customers grow suspicious when you praise them.
 Lesson: Handling Customer Complaints (Required)Pre-TestPost-Test
1.Customers like having a chance to let off steam.
2.You should listen carefully you understand a customer’s complaint.
3.The customer usually blames you for the problem.
4.Empathizing means treating your customers like children.
5.You should apologize only when you’ve done something wrong.
6.A complaint is an opportunity to please the customer.
7.There is no good way to say "no."
8.In a "win-win" solution, you win twice as much as usual.
9.You should not bother your supervisor unless the customer demands it.
10.A careful record of a customer’s complaint can help you in the future.
 Lesson: Customer Service by Telephone (Required)Pre-TestPost-Test
1.Smart customer service people answer their phones on the third or fourth ring.
2.Speaker phones often annoy customers.
3.Cell phones are the perfect solution for business communications.
4.You should update your voice mail regularly to let customers know your schedule.
5.You shouldn’t put customers on hold without explaining the reason and asking their permission.
6.Jokes are especially useful on the phone because they put customers at ease.
7.If a customer sounds laid back and casual, you should act the same way.
8.Trust is harder to establish on the phone than in person.
9."No more than three days" is a good rule of thumb for returning business calls.
10.It’s helpful to take notes during your business calls.
 Lesson: Customer Service by Internet (Required)Pre-TestPost-Test
1.The more bells and whistles a website has, the better.
2.A website should highlight a company’s products or services.
3.The Web ordering process should not ask the customer for unnecessary personal information.
4.Your website should supply your phone and fax numbers as well as an email address for customer service.
5.Help options should appear in only one section of the website.
6."Live" online support means that a company representative phones the customer.
7.Your customers will have many good ideas for improving your website.
8.Email announcements should be sent at least once a week so that customers learn to expect them.
9.E-newsletters are effective for promoting new products.
10.Emoticons are useful shorthand in business email.
Copyright © 2013. Career Solutions Publishing. All Rights Reserved.