Grading Rubric for Assessment 1 Two Two points are are assigned assigned for the best best answer(s), answer(s), 1 point for for acceptable answers, answers, and 0 points for unacceptable/undesirable unacceptable/undesirable answers.
!"T#$% $%!& Read the scenario and select the best response. 1.
$ne of 'our 'our customers has ust said to 'ou, The ser*ice ser*ice here here is terrible.+ terrible.+ ou should should sa'& sa'& a) b) c) d)
-hat is it about about the ser*ice ser*ice that that 'ou ha*e not not lie lied+ d+ pts -ould -ould 'ou lie lie to ll out out a complaint form # can can get get one one for 'ou.+ 1pt # reali2e reali2e our ser*ice is poor poor toda'. toda'. -e are understa3ed, so # apologi2e.+ apologi2e.+ 1pt # am reall' reall' sorr' sorr' to hear 'ou sa' that, but we are tr'ing as hard as we can.+ 0pt
. A customer customer came to 'our department with an urgent 4uestion. ou promised promised her her that 'ou would collect information information about her 4uestion and answer answer it b' noon. #t will tae 'ou at least 0 minutes to gather the information needed to pro*ide an answer. answer. #t is now 11&50 a.m. our super*isor ust scheduled a 607minute meeting to start at noon. This meeting is for all emplo'ees emplo'ee s in 'our department. ou decide to& a) b) c) d)
8ind the customer after the meeting and apologi2e. 0pts As 'our 'our super super*iso *isorr if 'ou 'ou can can be late late for for the meeting. meeting. pts Arrange Arrange to ha*e ha*e the customer customer call call 'ou 'ou bac bac at a better better time. time. 1pt "ontact the customer customer right right awa' awa' and hope that she she can be found. found. pts
6. Terr', who has has been an emplo'ee emplo'ee in 'our department department for about about si9 months, months, can be careless about safet'. safet'. :e hasn;t been in*ol*ed in an' serious accidents, but he;s had man' near misses. our super*isor ased 'ou to introduce a new emplo'ee, emplo'ee , usan, to the department and to help with her training. Terr' o*erheard and o3ered to show usan the safet' procedures. our super*isor thought that would be a great idea. -hat should 'ou do a) Tell Terr' that that 'ou thin it would be better if he let 'ou do the the training. 0pts b) Tell 'our super*isor that Terr' has had man' near7misses near7misses and not much e9perience. e9perience. 1pt c) . #t;s been a *er' bus' da', da', and 'ou ha*e ust recei*ed recei*ed a customer complaint. complaint. This is the third time toda' that this same customer has complained to an emplo'ee about the same problem. :owe*er, it;s the rst time that 'ou ha*e spoen with her. her. our best course of action is to& a) As the customer customer to wait wait and as as the emplo'ee emplo'ee who last last dealt with with her wh' the problem was not 9ed. 1pt b) As the customer to to wait and as as the emplo'ee emplo'ee who last dealt dealt to spea spea with her. her. 0pts c) Apologi2e to the customer and as as if she she would lie to spea with a super*isor. super*isor. 1pt d) Apologi2e to the customer and as as how 'ou can 9 the problem. pts 5. !ach shift, shift, 'ou ha*e to complete complete se*eral tass before before lea*ing lea*ing for the the da'. da'. #t is near the end of 'our shift and 'ou probabl' will not ha*e enough time to nish all of 'our assigned wor before before lea*ing. The best thing thing 'ou can do is&
a) Thin about changing 'our routine to help 'ou nish 'our wor on time in the future. 1pt b) Tell the emplo'ees on the ne9t shift that the tass are unnished and as them to nish them. 1pt c) !9plain the situation to 'our super*isor and as for help. pts d)
"all the manager and as her to deal with the customer. 1pt Tell him 'ou are sorr' and e9plain the reason for the dela'. pts !9plain to the customer that he is recei*ing the same ser*ice as e*er'one else. 0pts Tell the customer 'ou will help him as soon as he calms down and stops 'elling. 0pts
@. An emplo'ee in 'our department has been coming to wor 0 minutes late for the past wee. The rest of the emplo'ees ha*e piced up the slac so far, but e*er'one is becoming angr'. -hat should 'ou do a) !9plain to the emplo'ee how being late hurts the departments abilit' to get things done and that she can help b' getting to wor sooner. 1pt b) -arn the emplo'ee that 'ou will spea to the super*isor ne9t time she is late. 0pts c) Tell the emplo'ee that its unfair to e*er'one when she comes in late. pts d) Bring up lateness in the ne9t department meeting. 0pts C. $ne of 'our coworers fre4uentl' complains about problems she;s ha*ing with a customer. ou decide to& a) b) c) d)
Tell her what 'ou belie*e she is doing wrong. 0pts !mpathi2e with her and e9plain that some customers ust cannot be happ'. 1pt Tell her to channel her energ' into nding a solution instead of complaining. 0pt As her if she would lie to discuss the situation and tr' to nd a solution together. pts
D. -hile 'ou are on brea, a customer spills a large drin in a bus' area of the store. "leaning the Eoors is the ob of another team member, but he is taing a customer;s order. -hat would 'ou do a) b) c) d)
Tell the other team member about the spilled drin. 0pts -arn passing customers about the spill until the other team member cleans it up. 1pt "lean up the spill as 4uicl' as possible. pts As the manager who should clean up the spill. 0pts
10. A customer ass 'ou a 4uestion and 'ou are not sure of the answer. ou feel the customer e9pects 'ou to now the answer. a) ee if 'ou can get them to answer their own 4uestion b' taling it through with them. pts b) Bring someone into the con*ersation who can answer their 4uestion. pts c) FeEect the 4uestion and focus their attention on a di3erent issue. 0pts d) ae up an answer to satisf' them now and plan to correct it later if needed. 0pts
!"T#$% T-$& Read the statement and choose how strongl' 'ou agree/disagree with it. trongl'
Fisagree
%eutral
Agree
trongl'
Fisagree 11. # belie*e feedbac does little to impro*e performance. 1. %o one is the *ictim when 'ou steal from 'our compan'. 16. #f #m unhapp' with a ob, the best thing to do is 4uit as soon as possible. 1>. -hat is good for the organi2ation is the concern of the super*isors, not the emplo'ees. 15. ' beha*iors are often not as safe as the' could be. 1?. ' pa' is more important to me than the contributions # mae to the compan'. 1@. # often lose m' patience with others. 1C. # am alwa's on time. 1D. Heople sa' # can be counted on to do whate*er it taes to get the ob done. 0. Heople sa' # am the best worer the' ha*e e*er seen.
Agree
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!"T#$% T:R!!& Read and respond to the statements and choose the answer that best represents 'our e9perience. 1. :ow a) b) c) d) e)
often did 'ou complete e9tra credit assignments in school -hene*er o3ered. pts About @5I of the time. 1pt About 50I of the time. 1pt About 5I of the time. 1pt %e*er 0pts
. uppose we contacted 'our most recent super*isors/teachers. :ow would the' describe 'our dependabilit' a) uch better than m' co7worers/classmates. pts b) omewhat better than m' co7worers/classmates. 1pt c) About the same as m' co7worers/classmates. 1pt d) -orse than m' co7worers/classmates. 0pts
e) uch worse than m' co7worers/classmates. 0pts 6. #n the past 'ear, how man' times were 'ou late for wor/class a) %e*er pts b) 1 J times 1pt c) 6 J 5 times 0pts d) ? or more times 0pts e) # ha*e not wored or had class this past 'ear. 1pt >. #n school, how fre4uentl' per 'ear did 'ou re4uest an e9tension on a due date from a teacher. a) %e*er pts b) $ne 1pt c) Two 1pt d) Three 0pts e) 8our or more times 0pts 5. :ow a) b) c) d) e)
often do other people come to 'ou with their problems %e*er 0pts Rarel' 0pts ometimes 1pt 8re4uentl' pts Almost alwa's pts
?. uppose we contacted 'our most recent super*isors/teachers. -hat would the' sa' about how often 'ou stretch the rules at wor/school a) #t ne*er happens pts b) #t rarel' happens 1pt c) #t happens occasionall' 0pts d) #t happens fre4uentl' 0pts e) # dont now 1pt @. "ompared to 'our peers, how often do 'ou lead others a) uch less often 0pts b) omewhat less often 0pts c) About the same 1pt d) omewhat more often 1pt e) uch more often pts C. :ow a) b) c) d) e)
would 'ou describe 'our grades in high school ostl' As pts ostl' Bs pts ostl' "s 1pt ostl' Fs and/or 8s 0pts ' school did not gi*e grades 1pt
D. :ow a) b) c) d) e)
would others rate 'our abilit' to handle last minute changes -ell abo*e a*erage pts Abo*e a*erage pts A*erage 1pt Below a*erage 0pts -ell below a*erage 0pts
60. ou t'picall' set 'our wor standards& a) Abo*e a*erage pts b) At the same le*el as others 1pt
c) At achie*ing the highest 4ualit' possible pts d) At achie*ing the highest 4uantit' possible 1pt e) # dont now 0pts !"T#$% 8$KR& Read the items below and respond to how e3ecti*e/ine3ecti*e each is. Rate the e3ecti*eness of each action listed below for dealing with an angr' customer who has come to 'ou with a complaint 61. Asing 4uestions about specic reasons wh' the customer is upset. 6. $utlining reasons wh' the customers concern is not right. 66. . Asing for the customers ideas about how to best deal with the concern. 65. Referring the customer to a more e9perienced co7worer. Rate the e3ecti*eness of each action listed below for dealing with a diLcult emplo'ee. 6?. Fropping small hints to let this co7 worer now his/her beha*ior is bothering 'ou. 6@. Taling to other emplo'ees about the situation. 6C. peaing to 'our super*isor about the co7 worers attitude at wor. 6D. 0. Tr'ing to nd out the root causes of the co7worers bothersome beha*ior.
=er' #ne3ecti* e
omewha t #ne3ecti* e
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omewha t !3ecti*e
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