Question 1 (1.5 points) Customer intelligence is the process of assessing how intelligent the customer really is.

	A) True
	B) False

Question 2 (1.5 points) A responsibility check is assessing a situation and determining who has responsibility and who really wants it.

	A) True
	B) False

Question 3 (1.5 points) There is no difference between needs and wants.

	A) True
	B) False

Question 4 (1.5 points) As a leader, you help others to face new challenges.

	A) True
	B) False

Question 5 (1.5 points) Informal leaders have the authority and power of the official position.

	A) True
	B) False

Question 6 (1.5 points) When evaluating your own performance, one of the questions to ask is, "Do I convey enthusiasm and interest in my customers?"

	A) True
	B) False

Question 7 (1.5 points) One way to improve self-concept is to spend time with positive people.

	A) True
	B) False

Question 8 (1.5 points) Job aids are tools to reinforce training.

	A) True
	B) False

Question 9 (1.5 points) When you learn that you have given incorrect information to a customer, you must immediately beg forgiveness.

	A) True
	B) False

Question 10 (1.5 points) To motivate others, you can tell them stories that show how important you are to the company.

	A) True
	B) False

Question 11 (1.5 points) Teamwork increases work quality, employee attitude, and productivity.

	A) True
	B) False

Question 12 (1.5 points) Practicing positive self-talk can help improve one's attitude.

	A) True
	B) False

Question 13 (1.5 points) The ability to understand what someone is experiencing and to take action to assist in resolving the situation is referred to as:

A)

sympathy

B)

niceness

C)

empathy

D)	cantankerousness

Question 14 (1.5 points) Customers who frequently pay bills late or not at all, who makes excuses for their actions, and who blame others for their problems are:

A)	noncommittal

B)	empathetic

C)	self-sufficient

D)

immature

Question 15 (1.5 points) A customer who has difficulty in making decisions and who may be seeking more information would be classified as a:

A)	superior customer

B)	special needs customer

C)	angry customer

D)	noncommittal customer

Question 16 (1.5 points) To give someone special recognition or special regard is defined as:

A)	Impatience

B)

Empathy

C)

Respect

D)

Niceness

Question 17 (1.5 points) Which of the following questions would not be helpful when performing a self-assessment?

A)	What are my strengths?

B)	Am I dependable?

C)	Have I experienced discrimination in the workplace?

D)	Do I establish goals and work toward achieving them?

Question 18 (1.5 points) Everyone has his or her own definition of what it takes to be an excellent leader. Which of the following would not be included in a positive definition?

A)	Showing care and respect for others

B)	Assuming personal credit for the work of the group

C)	Practicing what they preach

D)	Making time for others

Question 19 (1.5 points) Leadership is:

A)	the art of con artistry

B)	exercising the power necessary to make others do what is needed

C)	the ability to influence others

D)	non-existent

Question 20 (1.5 points) Job aids assist employees and customers in a variety of ways. Which of the following is not a characteristic of a job aid?

A)	They assist customers to be co-producers of their own service

B)	They reinforce prior training

C)	They can assist in providing a miniature training program

D)	They can take the place of all customer assistance telephone lines