Years ago, I tried to get a help-desk job at AOL, the one where they try and retain customers .... 'customer retention'. I took their phych exam on their computer againg and again and again, finally they had me take an intelligence exam which was passed well, then i took the pshych exam again and failed and they said 'sorry'.
Recently, after being at Lowes and told about the online application many of us are familiar with, I was not happy with the 30-45 min to do it, but after entering all kinds of personal info, then there was the dreaded 85 question survey through brassring for Lowes ... ... and here it is .... please let me know if you think this is a bit too intrusive for a stock-boy position !!!!
from Brassring ( http://www.kenexa.com/recruitment-technology/complex-global-enterprise )
Question: 1 to 2 of 85
A newly hired Associate is having a hard time learning his new job. You have been around for several years and really know the ropes. What would you do?
A: Tell the Associate where he can find training materials that he can take home.
B: Tell your Manager that the new Associate is struggling and needs more training.
C: Ask another Associate to help the person who is struggling.
D: Suggest the Associate find another line of work that fits his personality.
E: Work with the Associate during work hours and show him the ropes.
Question 1: Choose the BEST response.
Question 2: Choose the WORST response.
Question: 3 to 4 of 85
You are working the floor when you see a customer who is behaving suspiciously. You think he may be trying to steal something by the way he is acting. What would you do?
A: Make a note to check back on the customer in a few minutes.
B: Confront the customer about stealing and try to recover any merchandise.
C: Walk up and ask the customer if you can show him anything.
D: Go find the first Associate you can and tell him or her.
E: Tell your Manager and let him or her decide what to do.
Question 3: Choose the BEST response.
Question 4: Choose the WORST response.
Question: 5 to 6 of 85
You are working in a part of the store that is not very busy. Your Manager has asked you to stock shelves in your area. Your co-worker is working in another section of the store that is having a sale and is currently very busy. What would you do?
A: Leave your area to help your co-worker.
B: Talk to your Manager and explain the situation, maybe he will reconsider.
C: Stay in your area and do what you were asked to do.
D: Ask another Associate about how you should handle the situation.
E: Ask another Associate to help your co-worker.
Question 5: Choose the BEST response.
Question 6: Choose the WORST response .
Question: 7 to 8 of 85
A customer is upset because an advertised item has been sold out. How would you respond to the customer?
A: Explain that it's hard to tell how well an item will sell.
B: Tell the customer that the item might be on sale again and he could try then.
C: Tell the customer you will find out if another store has the advertised item in stock.
D: Suggest that the customer call ahead in the future and ask for the item to be put on hold.
E: Ask your Manager to talk to the customer.
Question 7: Choose the BEST response.
Question 8: Choose the WORST response.
Question: 9 to 10 of 85
A new Associate in another department asks you about the features of the merchandise in his department. You just explained all of this to him the day before. What would you do?
A: Tell him he is interfering with your sales.
B: Ask him if he would possibly be better suited for another department.
C: Tell your Manager about the problem.
D: Show him how he can find the product information on his own.
E: Suggest he ask for more training.
Question 9: Choose the BEST response.
Question 10: Choose the WORST response.
Question: 11 to 12 of 85
A customer enters your department with some equipment he can’t operate. You are familiar with the equipment. Unfortunately, it is not a brand that is carried by your company. How would you help the customer?
A: Suggest to the customer that he call the manufacturer to help him.
B: Suggest to the customer that he read the directions.
C: Ask your Manager what you should do.
D: Tell the customer it is not a brand carried by your store.
E: Show the customer how to use the equipment anyway.
Question 11: Choose the BEST response?
Question 12: Choose the WORST response?
Question: 13 to 14 of 85
You are showing a customer a high priced item and feel you are near closing the sale. Another potential customer enters the store. All other Associates are also busy with customers and you are closest to the new customer. What would you do?
A: Continue trying to sell to the current customer and ignore the new customer.
B: Greet the customer, saying someone will be with him in a minute, then suggest he look at some merchandise while waiting.
C: Greet the customer and say, "I’ll be right with you."
D: Greet the customer and say "If you tell me what you’re looking for, I’ll direct you to it while you’re waiting."
E: Look up, smile and say, "Hi," then continue with current customer.
Question 13: Choose the BEST response.
Question 14: Choose the WORST response.
Question: 15 to 16 of 85
Your Manager has come to you and is giving you a lot of instructions for tasks she wants done. She is speaking so quickly and telling you so many things you are having trouble remembering everything. What would you do?
A: Try to remember it all and do the best you can.
B: Go to another Associate and ask if she knows what work you have to do.
C: Ask the Manager to repeat what she said.
D: Nothing; plan to take notes in the future.
E: Ask your Manager to write a list of tasks for you.
Question 15: Choose the BEST response.
Question 16: Choose the WORST response.
Question: 17 to 18 of 85
One of your co-workers is complaining about an assignment given to him by his Manager. He thinks the assignment is beneath him and he has decided to refuse to do it. What would you do?
A: Tell your co-worker to just do the assignment without complaining.
B: Do the assignment for your co-worker this one time.
C: Nothing; let your co-worker’s Manager deal with it.
D: Offer to trade; you will do this assignment for him if he will do one for you.
E: Tell your Manager.
Question 17: Choose the BEST response.
Question 18: Choose the WORST response.
Question: 19 to 20 of 85
Before leaving on your lunch break, you make sure the Associate in the department next to yours is going to cover your department while you are gone. Instead, he tells you that he is also going to lunch. You know his break is not scheduled until later. What would you do?
A: Nothing; the Associate will get what is coming to him.
B: Tell your Manager and let her sort it out.
C: Confront the other Associate and point out that it is time for your lunch break and not his.
D: Let the other Associate go and take your own lunch during his scheduled time.
E: Try to convince the Associate to stick with the lunch schedule.
Question 19: Choose the BEST response.
Question 20: Choose the WORST response.
Question: 21 to 22 of 85
You are filling in for a co-worker who called in sick. As a result, you are working in a department you know nothing about. A customer asks you about a particular item, but you are not sure if the store carries it, much less where it is. Your Manager is on his lunch break. What would you do?
A: Ask another Associate if she has any idea where the item is.
B: Say nothing and begin looking for it.
C: Explain the situation to the customer and invite him to help you find the item.
D: Tell the customer that you don't carry the item.
E: Tell the customer you are out of the item, but you will call him as soon as the store gets more in.
Question 21: Choose the BEST response.
Question 22: Choose the WORST response.
Question: 23 to 24 of 85
A customer has been waiting for more than one month for an out-of-stock refrigerator to arrive at the store. When she finds out that the store received the refrigerator more than two weeks ago but failed to call her, she becomes very angry. What would you do?
A: Apologize profusely but do nothing else.
B: Ask a more experienced Associate to handle it.
C: Offer the customer a discount.
D: Offer to deliver the refrigerator to her that day.
E: Ask the customer what she would like you to do.
Question 23: Choose the BEST response.
Question 24: Choose the WORST response.
Question: 25 to 34 of 85
Not sure/in between.
25. I don't mind changes in my daily routine.
26. Others consider me a good teammate.
27. I hardly ever finish things on time.
28. Rather than wait to be told, I tend to start doing what I think needs to be done.
29. I would not like a job that required me to work under high pressure and stress.
30. It doesn't bother me when deadlines and priorities change.
31. I am willing to sacrifice my needs for the good of the team.
32. I own up to all my mistakes.
33. I am the first to act at work.
34. Even if they are correct, I find criticism from others difficult to take.
Question: 35 to 44 of 85
Not sure/in between.
35. I find unexpected changes to be frustrating.
36. It bothers me when people ask me to help them get their work done.
37. At work, I sometimes don't finish things on time.
38. I take initiative at work.
39. Heavy workloads do not cause me stress.
40. I prefer things to stay the same and not change.
41. I usually won't go out of my way to help someone else.
42. I pride myself on always delivering on my commitments.
43. If something needs to be done, I get it done without having to be told.
44. Unexpected problems at work cause me great frustration.
Question: 45 to 54 of 85
Not sure/in between.
45. I adapt easily to new situations.
46. I believe that others have good intentions.
47. I don't always see things through.
48. I complete tasks before being told to do them.
49. I do not get emotional in stressful situations.
50. I can change course, if necessary.
51. I am willing to help other people, even if I am very busy.
52. I do everything I say I will do.
53. I jump into action before others.
54. I am not easily stressed.
Question: 55 to 64 of 85
Not sure/in between.
55. I find it easy to adapt to new ways of doing things.
56. It is important for me to maintain harmony within my work group.
57. I honor all the promises I have made.
58. I am hesitant to take on a task if I haven't been told to do so.
59. I can handle criticism without getting upset.
60. I am put off by unexpected events.
61. I only help others if I have extra time at the end of the day.
62. I rarely finish doing things before they are actually due (such as paying bills, finishing work).
63. I am the first person to volunteer for new projects.
64. I am easily stressed.
Question: 65 to 74 of 85
Not sure/in between.
65. I dislike the unknown.
66. I only offer my assistance to others if my own workload is complete.
67. People can always count on me to be on time.
68. I don’t wait for my supervisor to tell me what to do.
69. I stay calm under times of stress.
70. I prefer to have the same structured schedule every day.
71. At work, you simply can't help everyone and get your own job done.
72. There have been times when I have been unable to follow through with what I said I would do.
73. I seek out new and challenging assignments at work.
74. I get frustrated at work when there are too many demands on my time.
Question: 75 of 85
The amount of experience I have working in the retail industry is:
less than 1 year.
1 - 3 years.C
4 - 5 years.
more than 5 years.
The length of time that I stayed in the last full-time job I had (not counting seasonal or part-time jobs) was:
less than 1 month.
1 - 6 months. B
6 months to 2 years.
more than 2 years.
never had another full-time job.
Question: 77 of 85
The longest time I have worked for any one employer is:
less than 1 year or never worked before.
1 - 2 years. B
3 - 5 years.
6 - 10 years.
over 10 years.
Question: 78 of 85
The amount of experience I have had working directly with customers is:
less than 6 months or never worked. A
6 to 24 months.
2 - 3 years.
4 - 5 years.
more than 5 years.
Question: 79 of 85
My current or last employer would say that I ____ the performance expectations of the job.
slightly failed to meet
failed to meet
Question: 80 of 85
The number of times I have been fired or asked to resign due to my performance or conduct is:
none or never worked before.
2 - 3.
4 - 5.
more than 5.
Question: 81 of 85
The number of times I have received special recognition at work or school (e.g., bonuses, awards, customer letters, employee of the month, honor society, etc.) is:
2 - 3.
4 - 5. X
more than 5.
Question: 82 of 85
How often do you volunteer in your local community?
Question: 83 of 85
How many jobs have you had during the past five years?
5 or more.
1 or never worked before.
Question: 84 of 85
How long did you work for your previous employer?
Less than 1 month.
1-6 months. X
6 months to 1 year.
More than 3 years.
Question: 85 of 85
How many employees and customers did you interact with on a daily basis during your last job?
More than 20.
Between 11 and 20.
Between 3 and 10. X
1 or 2.
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