YESS Training Program Post Assessment

Question 1 of 50

1. Question

Which of the following is proper telephone technique?

A. Greet the caller by giving the name of the company, your name and "how may I help you?"
B. Always use a friendly tone when answering the phone.
C. Never place the caller on hold for a long time, check back every minute or so with a status.
D. All of these are proper telephone techniques.

Question 2 of 50

2. Question

$123.99 + $43.99 =

A. $160.95
B. $165.47
C. $167.98
D. $156.00

Question 3 of 50

3. Question

23.1 divided by 4.2 =

A. 5.5
B. 5.55
C. 5.6
D. 5.75

Question 4 of 50

4. Question

Change .75 into a fraction

A. 1/2
B. 3/4
C. 7/10
D. 2/4

Question 5 of 50

5. Question

 Frank would like to save 10% of his paycheck every week.  If his paycheck is $650.00 weekly, what is the amount he needs to deposit into his savings account to reach his goal?

A. $62.00
B. $60.00
C. $65.00
D. $50.00

Question 6 of 50

6. Question

What combination of two components is a computer made up of?

A. Hardware/Software.
B. Applications/Programs.
C. Keyboard/Mouse.
D. None of the above.

Question 7 of 50

7. Question

Identify the best example of Desk Phone Etiquette that highlights your professionalism.

A. Speaking clearly/ not using slang words or poor language/ addressing the caller properly by his or her title.
B. Answering the phone by saying "Yo!! What's up?"
C. Speaking over the caller.
D. Displaying a lack of empathy and concern for the caller's issues.

Question 8 of 50

8. Question

What is the purpose of work email?

A. The purpose of email is to professionally and effectively communicate with clients, colleagues and supervisors.
B. To send everyone vacation pictures.
C. To gossip with colleagues about other colleagues.
D. To receive personal emails that have nothing to do with my employer or my job.

Question 9 of 50

9. Question

What is an example of bad email etiquette?

A. The use of abbreviations or slang in your e-mail.  Not everyone understands “BCNU” and “ROFL”!  (BCNU-Be seein’ you and ROTFL-Rolling on the floor laughing).
B. Not using the proper sentence case!  CAPITAL LETTERS indicate that you are SHOUTING.
C. A & B.
D. Including contact information in your e-mails so the recipient can contact you by letter, phone, or fax if needed.

Question 10 of 50

10. Question

What is NOT acceptable social media etiquette for a job seeker?

A. Posting negative things about your employer and or colleagues.
B. Posting pictures, such as inappropriate clothing, engaging in illegal activity and/or using foul language.
C. Posting pictures and statuses about a great meal you just enjoyed. 
D. Both A & B.

Question 11 of 50

11. Question

How can I use technology to help me in my job search?

A. Set Job alerts on my Apps on my phone.
B. Send a snap chat to an employer.
C. Use virtual recruiter tools on verified job search websites.
D. Both A & C.

Question 12 of 50

12. Question

What is important to do the day before you start a job?

A. Wash your car.
B. Polish up your resume.
C. Prepare your work clothes.
D. All of the above.

Question 13 of 50

13. Question

When communicating, which of the following is an example of a positive personal signal?

A. Leaning forward.
B. Yawning
C. Checking your phone.
D. Crossing your arms.

Question 14 of 50

14. Question

 If a customer was upset with your service and was yelling at you, how would you handle it?

A. Say it is not your job.
B. Tell them to be quiet so you can get the boss.
C. Roll your eyes.
D. Apologize, empathize and get a manager.

Question 15 of 50

15. Question

From the company’s point of view, why are they are paying you?

A. For the time you put in at work.
B. For doing a good job.
C. For completing tasks.
D. All of the above.

Question 16 of 50

16. Question

Why do businesses need to be profitable? 

A. Pay all expenses, including employee salaries and wages.
B. Earn profits for the business owners.
C. Expand so they can hire additional employees.
D. All of the above.

Question 17 of 50

17. Question

What does it mean to be a successful team player in the office?

A. Being responsible. If you are asked to do something, do it.
B. Listen to other team members without trying to guess what they are saying or judging them.
C. Contribute. Be willing to take on responsibilities and share the workload.
D. All of the above.

Question 18 of 50

18. Question

Why is it important to develop a career plan?

A. A career plan requires a professional career counselor's guidance.
B. A career plan is not important for new workers.
C. A career plan will help you reach your goals.
D. A career plan should be done only once at the start of your career.

Question 19 of 50

19. Question

What is NOT a problem-solving skill in the workplace?

A. Defining the problem.
B. Brainstorming alternatives and comparing them.
C. Letting someone else handle the problem.
D. Choosing the best strategy.

Question 20 of 50

20. Question

Complete the sentence: Diversity in the workforce will…

A. continue to be an important characteristic of the US labor market.
B. weaken the team approach.
C. leave younger workers without jobs.
D. not affect the way problems are approached.

Question 21 of 50

21. Question

What should you do if you have a disagreement with your supervisor?

A. Immediately file a grievance with management.
B. Quit your job.
C. Take a few days off and look for another job.
D. Talk to your supervisor and try to work out a compromise.

Question 22 of 50

22. Question

Complete the sentence: Practicing unethical behavior in the workplace can…

A. affect a worker's job status. 
B. result in disciplinary action.
C. lead to a promotion.
D. Both A & B

Question 23 of 50

23. Question

Complete the sentence: Saving money is important for many reasons, including…

A. saving provides extra money for emergencies.
B. saving helps you meet your financial obligations.
C. saving gives you a feeling of security.
D. All of the above.

Question 24 of 50

24. Question

Why is money management important?

A. Money management is essential to achieving long-term goals and financial stability.
B. Money management is not important until you make lots of money.
C. Money management is only for people who are 18 and older.
D. All of the above.

Question 25 of 50

25. Question

Which of the following statements is an acceptable excused absence?

A. Your alarm clock is broken and you overslept.
B. You are sick at home with a high fever and have been up all night.
C. You stayed at a party until late and you are too tired to work.
D. Your car is not working and you need a ride.

Question 26 of 50

26. Question

Memo to: All Staff
Memo from: Bill Jones, Operations Manager                                         
RE:  Safety procedures
Date:  01/20/18
It has come to my attention that safety procedures in our manufacturing plant are not always being followed.  This needs to stop.

From this point forward anyone not following safety procedures will be immediately suspended without pay for one week.  After your second violation, you will be terminated. 

These new strict policies are being implemented because we were recently audited by the government and given a fine and warning of possible shutdown of our plant.

Please remember that the use of safety equipment is not limited to the individuals working on our assembly line.  Anyone who visits the facility needs to put on all safety equipment.

The area of most concern is our newest machine, the smooth-o-matic. Goggles must be worn by everyone that is within 100 feet of that powerful machine.

If you are unaware of all our safety procedures, they are contained in our personnel handbook.  If you cannot find your copy, request an additional one from Sarah Smith at extension 1111.
We also keep a copy of the book right outside the door into the manufacturing plant so anyone can refer to it before entering the plant.

Question: A detail contained in this business memo is?

A. Call your boss as soon as possible.
B. The use of safety equipment must be worn at all times.
C. See if your coworker is paying attention to safety procedure.
D. Lunch will be eliminated if you do not follow safety procedure.

Question 27 of 50

27. Question

Memo to: All Staff
Memo from: Bill Jones, Operations Manager                                         
RE:  Safety procedures
Date:  01/20/18
It has come to my attention that safety procedures in our manufacturing plant are not always being followed.  This needs to stop.

From this point forward anyone not following safety procedures will be immediately suspended without pay for one week.  After your second violation, you will be terminated. 

These new strict policies are being implemented because we were recently audited by the government and given a fine and warning of possible shutdown of our plant.

Please remember that the use of safety equipment is not limited to the individuals working on our assembly line.  Anyone who visits the facility needs to put on all safety equipment.

The area of most concern is our newest machine, the smooth-o-matic. Goggles must be worn by everyone that is within 100 feet of that powerful machine.
If you are unaware of all our safety procedures, they are contained in our personnel handbook.  If you cannot find your copy, request an additional one from Sarah Smith at extension 1111.
We also keep a copy of the book right outside the door into the manufacturing plant so anyone can refer to it before entering the plant.

Question: What is the meaning of the word terminated as used in this business memo?

A. Suspended again.
B. Reprimanded.
C. Fired.
D. Fined.

Question 28 of 50

28. Question

What is an example of active listening skills?

A. Taking notes.
B. Reading a book about the subject.
C. Checking the time.
D. Making eye contact.

Question 29 of 50

29. Question

A resume should include:

A. A list of the names and phone numbers of your references.
B. A detailed list of all the courses you took in high school or college depending upon the higher level of education you completed
C. A short summary of your prior jobs you have had including the dates you have worked.
D. A list of key skills and strengths.
E. Your technical/software skills.
F. Items C, D, and E should be included on a resume.

Question 30 of 50

30. Question

During an interview it is important to: 

A. Use appropriate body language.
B. Seek more information.
C. Demonstrate you are up for the challenge.
D. All of these are important during an interview.

Question 31 of 50

31. Question

What is the purpose of a resume?

A. A resume is a tool to summarize ONLY your skills.
B. A resume is a tool that summarizes your skills and experiences so an employer can see how you may fit into the culture and the position in their workplace.
C. A resume is a tool to talk about all of your social media accounts.
D. None of the above.

Question 32 of 50

32. Question

What is the first thing you should do when you receive “the call” for an interview?

A. Make sure that you are in a quiet place with minimal background noise when you speak to the recruiter.
B. Make sure you repeat the time and date agreed upon to the recruiter and directions to the company.  Ask for a confirmation to be emailed to you.
C. A & B
D. Just keep saying uh huh and yes uh huh yes until the recruiter hangs up.

Question 33 of 50

33. Question

What is/are the most important question(s) to ask at the end of the interview?

A. When can I expect to hear from you regarding a decision for the position?
B. What are some of the skills and abilities necessary for someone to succeed in this job?
C. How much guidance or assistance is made available to individuals in developing career goals?
D. All of the above

Question 34 of 50

34. Question

Which of these lifestyle habits and activities can negatively impact an employee’s work?

A. Eating well.
B. Exercising regularly.
C. Having too active of a late night personal life.
D. Using illegal drugs.
E. Both C & D

Question 35 of 50

35. Question

Memo to: All Staff
Memo from: Bill Jones, Operations Manager
RE:  Safety procedures
Date:  01/20/18
It has come to my attention that safety procedures in our manufacturing plant are not always being followed.  This needs to stop.

From this point forward anyone not following safety procedures will be immediately suspended without pay for one week.  After your second violation, you will be terminated.

These new strict policies are being implemented because we were recently audited by the government and given a fine and warning of possible shutdown of our plant.

Please remember that the use of safety equipment is not limited to the individuals working on our assembly line.  Anyone who visits the facility needs to put on all safety equipment.

The area of most concern is our newest machine, the smooth-o-matic. Goggles must be worn by everyone that is within 100 feet of that powerful machine.
If you are unaware of all our safety procedures, they are contained in our personnel handbook.  If you cannot find your copy, request an additional one from Sarah Smith at extension 1111.
We also keep a copy of the book right outside the door into the manufacturing plant so anyone can refer to it before entering the plant.

Question: The main idea of this business memo is?

A. You must use goggles if you come within 100 feet of the smooth-o-matic.
B. Everyone needs to have a personnel handbook.
C. Safety procedures are not always being followed and that needs to stop.
D. The company had to pay a fine because workers are not following safety procedures.

Question 36 of 50

36. Question

What should you do if you are working for an ice cream parlor and your friends or relatives come into the store?

A. Give them free ice cream.
B. Give them a discount.
C. Ask your supervisor (or the owner) what the store policy is for friends and family but follow it only when there are no other customers or employees in the store.
D. Ask your supervisor (or the owner) what the store policy is for friends and family and follow it.

Question 37 of 50

37. Question

  Why is it important to get along with your co-workers?

A. They can be really cool people.
B. To know who has the best office gossip.
C. So you know who you can go to lunch with.
D. Unity creates a positive work environment.

Question 38 of 50

38. Question

Why is it important to be proficient in verbal and nonverbal communication?

A. Because spelling is important.
B. To communicate effectively in order to provide clear responses and avoid misunderstandings.
C. Sign language is required in most new job fields.
D. You have to know how to talk to strangers.

Question 39 of 50

39. Question

Why is proper use of grammar important when filling out an application?

A. It does not matter to the employer.
B. It shows you can spell.
C. The employer knows that you can effectively communicate with customers.
D. It shows that you are working on your GED.

Question 40 of 50

40. Question

Which statement is using the correct grammar?

A. The company will, upgrade there computer systems next week.
B. Clara have wrote three thousand words: for her essay.
C. I like reading, listening to music, shopping and visiting with my friends.

Question 41 of 50

41. Question

Select the word spelled correctly.

A. Acomodate
B. Acommodate
C. Accomodate
D. Accommodate

Question 42 of 50

42. Question

Select the word spelled correctly.

A. Calandar
B. Calandor
C. Calendar
D. Calendor

Question 43 of 50

43. Question

Select the word spelled correctly.

A. License
B. Lisense
C. Licens
D. Lisence

Question 44 of 50

44. Question

Which of the following is inappropriate when greeting a caller on the telephone?

A. The name of the organization.
B. Introducing yourself.
C. Asking the caller how they are doing.
D. Offering your help.
E. Answering the phone with silence.

Question 45 of 50

45. Question

Which is an example of good customer service?

A. Saying, "Hey", when a customer walks in the door.
B. Not holding the door for a customer.
C. Talking on the phone when a customer comes up to the counter.
D. Warm greeting with a smile & an offer to be of service when they are ready.

Question 46 of 50

46. Question

What is the difference between the level 1 and level 2 background check?

A. Level 1 generally refers to a state only name-based check AND an employment history check. Level 2 generally refers to a state and national fingerprint-based check and consideration of disqualifying offenses and applies to those employees designated by law as holding positions of responsibility or trust.
B. Level I and level II distinguish the kinds of charges I have had.
C. Level I and II are the levels in the courthouse where the judges and lawyers meet.
D. All of the above.

Question 47 of 50

47. Question

What are methods that can be used to search for employment?

A. Career Centers.
B. Internet sites.
C. Snapchat/Instagram.
D. Both A & B

Question 48 of 50

48. Question

When is it OK to use your cell phone at work?

A. To call friends and make Friday night plans.
B. To check Facebook.
C. When the babysitter calls.
D. During the slow hours you are not busy.
E. When permissible as per company policy.

Question 49 of 50

49. Question

 What does it mean to have a good work ethic?

A. To tell the boss when someone is late.
B. To always know the drama among the co-workers.
C. Always be on time or early to work.
D. To make sure your clothes are clean before your shift.
E. Doing more than is expected.
F. C, D, & E

Question 50 of 50

50. Question

Which of the following is a skill used in active listening?

A. Repeating what you heard to confirm.
B. Summarizing what you heard to confirm.
C. Paying Attention.
D. All of these are skills used for active listening.

YESS Training Program Post Assessment