Pre-Employment Screen

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* 1. Name:

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* 2. Which action demonstrates going the extra mile to service a customer?

Following up to make sure that they received their product

Handling their question or concern

Returning a customer phone call

Smiling and making eye contact

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* 3. Which is not a barrier to situational awareness?

Strong communication

Work overload

Fatigue

Excessive motivation

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* 4. When speaking with a customer, which of the following should you avoid using?

Technical Jargon

Clearly stated explanations

Active listening skills

Probing questions

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* 5. When working to resolve a customer issue, you should:

Use active listening

Presume customer answers

Ignore customer responses

Be impatient

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* 6. Which of the following will make a customer feel important and appreciated?

Return their call on time

Complete their request

Use their name and compliment them

Ship their order on time

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* 7. Choose the best example of a factual question:

Were you satisfied with the product that you chose?

Can you describe the type of product that you are looking for?

What date did you place your order?

Did you receive the product on time?

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* 8. Which phrase represents appropriate telephone communication?

"Thank you for holding."

"Hi!"

"See you later"

"What do you need?"

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* 9. Which of the following is a proactive behavior that will help you maintain workplace situational awareness?

Deciding to delay in relaying important information to a colleague

Deviating from a standard procedure

Failing to communicate a course of action

Monitoring the performance of your team

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* 10. Choose the statement that best describes complacency

Below average job performance

Laziness

Average job performance

Satisfaction with your current job performance. No desire to increase or improve performance.

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* 11. How long has International Air and Hospitality Academy been in business?

20 years

40 years

50 years

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* 12. What are our programs?

Flight attendant and pilot training, culinary arts, wind turbine developer training, and conductor training

Flight attendant and hotel management training, culinary arts, wind power associate training, and railroad operations training

Airline/travel training, culinary arts, wind turbine technician training, and railroad operations training

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* 13. How long are our programs?

Six months to one year

One to two years

Five to nine months

Five to fourteen months

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* 14. What award do our students earn upon program completion?

Diploma

Associate’s Degree

Bachelor’s Degree

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* 15. International Air and Hospitality Academy is an accredited institution.

True

False

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* 16. What percentage of students do we have to get hired in order to stay in business?

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* 17. Who is the president of our school?

Cary Craig

Arch Miller

Colleen Piller

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* 18. What type of school is International Air and Hospitality Academy?

Technical/trade school

Community College

University

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* 19. The Academy does not have student housing.

True

False

Pre-Employment Screen

Question Title

* 1. Name:

Question Title

* 2. Which action demonstrates going the extra mile to service a customer?

Question Title

* 3. Which is not a barrier to situational awareness?

Question Title

* 4. When speaking with a customer, which of the following should you avoid using?

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* 5. When working to resolve a customer issue, you should:

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* 6. Which of the following will make a customer feel important and appreciated?

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* 7. Choose the best example of a factual question:

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* 8. Which phrase represents appropriate telephone communication?

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* 9. Which of the following is a proactive behavior that will help you maintain workplace situational awareness?

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* 10. Choose the statement that best describes complacency

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* 11. How long has International Air and Hospitality Academy been in business?

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* 12. What are our programs?

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* 13. How long are our programs?

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* 14. What award do our students earn upon program completion?

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* 15. International Air and Hospitality Academy is an accredited institution.

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* 16. What percentage of students do we have to get hired in order to stay in business?

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* 17. Who is the president of our school?

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* 18. What type of school is International Air and Hospitality Academy?

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* 19. The Academy does not have student housing.

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* 20. What would you change about your previous job/employer?

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* 21. What skill or trait do you possess that you feel would be the biggest asset to this team? Please explain why.

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* 22. Why would a student want to attend one of our programs?