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Technical & Soft Skills for Customer Service Managers Chapter Exam

Exam Instructions:

Choose your answers to the questions and click 'Next' to see the next set of questions. You can skip questions if you would like and come back to them later with the yellow "Go To First Skipped Question" button. When you have completed the practice exam, a green submit button will appear. Click it to see your results. Good luck!

Page 1

Question 1 1. Which skill set do top-level managers need in order to see the 'big picture?'

Question 2 2. You're a novice teacher and expect your supervisor to show you how to create more effective lessons. In order for this to occur, your boss will need to possess _____.

Question 3 3. The three managerial skills a manager should possess are:

Question 4 4. Shirley the shop clerk is upset about the longer hours she must work during the holiday season. She really would prefer to have extra time off. Her manager is able to help Shirley see how important her work is to the success of the store and explains to her that she is one of the best workers he has. He assures her that if she can make it through this season he will reward her with time off in the upcoming months. Which skill has the manager used to help Shirley in this situation?

Question 5 5. At what level are technical skills in a manager most important?

Technical & Soft Skills for Customer Service Managers Chapter Exam Instructions

Choose your answers to the questions and click 'Next' to see the next set of questions. You can skip questions if you would like and come back to them later with the yellow "Go To First Skipped Question" button. When you have completed the practice exam, a green submit button will appear. Click it to see your results. Good luck!

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