Question 1 (5 points)
Which action is a characteristic of a good problem-solver?
Question 1 options:
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| a) |
Having no understanding of what the problem is |
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| b) |
Trying to solve a problem without an action plan |
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| c) |
Waiting for someone else to fix the problem |
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| d) |
Looking at the problem from many angles or perspectives |
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Question 2 (5 points)
What’s something to keep in mind when introducing a new technology in the workplace?
Question 2 options:
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| a) |
People may require training to use the new technology. |
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| b) |
New technologies don’t require any new security procedures. |
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| c) |
Some customers may not like that you use technology. |
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| d) |
Technology can often make offices run less efficiently. |
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Question 3 (5 points)
Which of the following statements is true about getting help from coworkers?
Question 3 options:
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| a) |
Asking for help can be a sign of weakness. |
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| b) |
You should only ask for help from junior team members. |
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| c) |
Getting help frees you to work on your most important tasks. |
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| d) |
Delegating work is the same as dumping work on someone else.
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Question 4 (5 points)
Aliana is supposed to get back to a customer with an answer about a refund by the end of the day, but she won’t have all the approvals she needs to process the refund by that time. What should she do?
Question 4 options:
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| a) |
Tell the customer that she should have called about the problem earlier
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| b) |
Explain to the customer that her bosses are the ones that are taking forever |
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| c) |
Call the customer only when she has processed the refund |
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| d) |
Apologize to the customer and say that she will call her tomorrow with an update |
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Question 5 (5 points)
Claire just started a new job at a doctor’s office. She needs to contact someone in radiology, but
doesn’t know where to find a directory with employee phone numbers. Where is a good place to look?
Question 5 options:
Question 6 (5 points)
A new version of a smartphone is just about to hit the market. How would an early adopter respond?
Question 6 options:
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| a) |
Evaluate the usefulness of the technology
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| b) |
Weigh the pros and cons of adopting the new technology |
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| c) |
Tell friends and colleagues about the new technology |
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| d) |
Seek out more information before adopting the technology |
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Question 7 (5 points)
Which of the following quotes is the best way to tell your boss that you can’t accept a new assignment right now?
Question 7 options:
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| a) |
“You know I already have this other deadline.”
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| b) |
“I don’t have time, sorry.” |
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| c) |
“I would like to work on this, but if I take this on, I won’t be able to meet my current deadline.” |
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| d) |
“I just don’t know if I can get this all done.” |
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Question 8 (5 points)
Catriona spotted a major problem having to do with patient billing. A number of people may have
received the wrong bills. When should she have told her boss?
Question 8 options:
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| a) |
When she was evaluating how to alert the patients |
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| b) |
After she decided on a communication plan |
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| c) |
When she first noticed the problem |
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| d) |
After she sent patient notices out
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Question 9 (5 points)
Alicia just created a fan page for the gift shop where she works. How can Alicia practice good customer service on the social media page?
Question 9 options:
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| a) |
Ask fans for feedback or ideas |
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| b) |
Delete negative comments |
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| c) |
Use the site to request personal information from customers
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| d) |
Make complaints received on the site lower priority |
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Question 10 (5 points)
Angela left her safety helmet at home. She is supposed to wear it at the plant during all shifts. What should she do?
Question 10 options:
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| a) |
Tell her boss that she needs to go home and get it |
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| b) |
Borrow a hat that is way too big |
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| c) |
Not work on any dangerous machinery
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| d) |
Go home and get it at lunchtime |
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Question 11 (5 points
Which of the following would be an internal customer for a medical assistant?
Question 11 options:
Question 12 (5 points)
Leo has created a “To Do” list, but needs help prioritizing the items on his list. He should probably start with the items that are
Question 12 options:
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| a) |
not important and not urgent.
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| b) |
urgent but not important. |
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| d) |
important but not urgent. |
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Question 13 (5 points)
You are trying to get an important customer order out the door, but your boss keeps coming over to ask you about the status of this order and several other orders. He’s just nervous and wants to be sure that you are on top of everything, but his constant interruptions are really starting to break your flow. Every time he comes over, you end up chit-chatting for several minutes. What can you do?
Question 13 options:
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| a) |
Keep stopping to chit-chat every time your boss comes over |
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| b) |
Suggest that you and your boss schedule regular check-ins at lunchtime and at the end of the day |
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| c) |
Complain to your coworkers that your boss is a nag
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| d) |
Tell your boss that he needs to stop bugging you |
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Question 14 (5 points)
Ben works as a medical assistant. He needs to take a patient’s vitals, but the patient is refusing to
cooperate. He hasn’t experienced this before, so he decides to ask a nurse for advice on how to handle it. This is making a decision by
Question 14 options:
Question 15 (5 points)
How many tasks should an effective to-do list have?
Question 15 options:
Question 16 (5 points)
Which behavior would best describe someone who has good communication skills with customers?
Question 16 options:
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| a) |
Interrupting customers frequently |
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| b) |
Repeating back what the customer says |
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| c) |
Talking to customers more than listening to them
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| d) |
Following up with some customers |
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Question 17 (5 points)
Alejandro wants to determine how much money he made in the last month after taxes, social security, and Medicare were taken out of his paycheck. What number should he look at on his paystub?
Question 17 options:
Question 18 (5 points)
Carmen is preparing a large takeout order for a customer. The customer is scheduled to pick up the
order in 15 minutes, and he told Carmen that he is in a big hurry. Which behavior would demonstrate that Carmen is anticipating the customer’s needs?
Question 18 options:
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| a) |
Making sure the bag is stocked with forks, knives, and napkins |
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| b) |
Leaving the order outside waiting for him
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| c) |
Waiting to see what else he requests when he arrives |
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| d) |
Asking him what else he needs when he arrives |
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Question 19 (5 points)
Ben needs to take a patient’s information, but the patient is refusing to cooperate. He hasn’t experienced this before, so he decides to ask the pharmacist for advice on how to handle it. This is making a decision by
Question 19 options:
Question 20 (5 points)
Fawn spends hours each week managing employee shifts and schedules, which is time she should be spending on other pharmacy operations. What can she do?
Question 20 options:
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| a) |
Write everything down in a weekly planner |
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| b) |
Start leaving more time in her week for scheduling-related tasks |
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| c) |
Consider online inventory management software |
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| d) |
Consider online scheduling software |
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