As a leader, you will face many situations where you likely to become overwhelmed. You must be able to reduce issues into their bare essentials. This quiz is designed to help you do that.
Essentials
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Question 1 of 8
1. Question
Bread down the following definition into its essential elements: “A library is a building or room containing collections of books, periodicals, and sometimes films and recorded music for people to read, borrow, or refer to”
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Question 2 of 8
2. Question
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Question 3 of 8
3. Question
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Question 4 of 8
4. Question
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Question 5 of 8
5. Question
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Question 6 of 8
6. Question
“In an incoming call, you should first greet the client by giving them your first name and asking them for their name as well. This will allow you to address them from this point forward by the first name – a personal touch they appreciate. You might want to take cues from them on how formal or informal this personal touch should be. You need to discern the reason for their call; this can be accomplished in a variety of ways utilizing various stylistic approaches. I like to ask them how I can be of service to them. Sometimes they will give you this information at the front end of the call so be prepared to listen. Once you determine what the issue is, you should either try and resolve it yourself or connect the customer with someone else more appropriate to serve them. Regardless of where you send them, you should always confirm that you’ve answered all their questions and politely say goodbye.”
Identify the central issue.
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Question 7 of 8
7. Question
“In an incoming call, you should first greet the client by giving them your first name and asking them for their name as well. This will allow you to address them from this point forward by the first name – a personal touch they appreciate. You might want to take cues from them on how formal or informal this personal touch should be. You need to discern the reason for their call; this can be accomplished in a variety of ways utilizing various stylistic approaches. I like to ask them how I can be of service to them. Sometimes they will give you this information at the front end of the call so be prepared to listen. Once you determine what the issue is, you should either try and resolve it yourself or connect the customer with someone else more appropriate to serve them. Regardless of where you send them, you should always confirm that you’ve answered all their questions and politely say goodbye.”
Identify the essential(s) of the central issue.
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Question 8 of 8
8. Question
“In an incoming call, you should first greet the client by giving them your first name and asking them for their name as well. This will allow you to address them from this point forward by the first name – a personal touch they appreciate. You might want to take cues from them on how formal or informal this personal touch should be. You need to discern the reason for their call; this can be accomplished in a variety of ways utilizing various stylistic approaches. I like to ask them how I can be of service to them. Sometimes they will give you this information at the front end of the call so be prepared to listen. Once you determine what the issue is, you should either try and resolve it yourself or connect the customer with someone else more appropriate to serve them. Regardless of where you send them, you should always confirm that you’ve answered all their questions and politely say goodbye.”
Identify any other essential(s) not previously identified that comprise the central issue.
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