Chapter 4.2

Question 1

Employability attributes

Answer 1

the skills that employers look for in potential employees
i.e foundational skills in reading/math, positive attitude, honesty, reliability, problem solving and using technology

Question 2

Skills

Answer 2

the ability to do something well.
technical skills like ringing up sales,
interpersonal skills like active listening

Question 3

Attitude

Answer 3

a way of thinking or feeling about something that is usually reflected in behavior
influenced by person’s values and beliefs and affects the way situations are handled

Question 4

positive attitude described as

Answer 4

optimistic, encouraging, helpful, upbeat

Question 5

positive attitude impact

Answer 5

customer experience
interaction with coworker
company brand
business results

Question 6

one of the most important transferrable skills you can learn

Answer 6

displaying a positive attitude

Question 7

Perfessional interpersonal skills

Answer 7

-outward positive attitude verbally/nonverbally
-strong self management/interpersonal skills
-dedication to teamwork

Question 8

integrity- be honest and accountable

Answer 8

Tell the truth
Demonstrate regard for the company’s time and property
Accept responsibility for your actions and take ownership of your words and work
Establish trust and credibility with others
Work when you are supposed to and say socializing and personal tasks for your break time

Question 9

initiative- do your best work

Answer 9

Pursue work with energy and effort to accomplish tasks
Complete work without close supervision
Pay attention to the details
Strive to exceed standards and expectations
Seek new responsibilities and challenges

Question 10

dependability and reliability- be responsible

Answer 10

Behave consistently and predictably
Demonstrate regular and punctual attendance
Complete assignments and meet deadlines
Follow directions and processes
Comply with rules and policies

Question 11

adaptability- be open to change

Answer 11

Adjust quickly to new work processes and situations
Consider and suggest new ways of doing work
Be confident in your ability to grow and change

Question 12

self control- maintain composure

Answer 12

Stay calm and keep your emotions in check, even in difficult situations
Be patient and refrain from actions that show a lack of self-discipline
Use appropriate strategies and solutions for addressing conflict and diffusing tension

Question 13

respect for diversity- appreciate differences

Answer 13

Be respectful of differing opinions, customs, and individual differences
Value diverse approaches and ideas
Be flexible and open-minded when interacting with all people

Question 14

communication- be clear, concise, kind

Answer 14

Use professional language in verbal and written interactions with customers, coworkers, and supervisors
Be sensitive and show empathy
Actively listen to others and consider their viewpoints

Question 15

positive attitude- be optimistic

Answer 15

Smile
Use positive words and nonverbal cues – “yes, I am happy to help you!”
Surround yourself with other positive people
Compliment coworkers when you see they have done a good job

Question 16

teamwork- be great coworker

Answer 16

Interact professionally with all members of the team
Cooperate with other members of the team to complete work
Build solid working relationships and maintain them overtime

Question 17

reading

Answer 17

Read and comprehend instructions, policies, signs, safety notices, letters, governmental regulations, etc.
Integrate what is learned from written materials with prior knowledge
Apply what is learned from written materials to work situations

Question 18

writing

Answer 18

Communicate written information in a logical, organized, and coherent manner
Use correct grammar, spelling, punctuation, and capitalization in written communication
Write in a pleasant, factual manner, in a tone that is appropriate for the audience

Question 19

math

Answer 19

Add, subtract, multiply, and divide whole numbers and fractions
Understand how to make change for a cash sale
Convert decimals to fractions and fractions to percentages
Calculate averages, ratios, proportions, and rates

Question 20

computer skills/technology

Answer 20

Understand common computer terms, navigation, Internet, e-mail use, and file management
Select, access, and use systems, files, and applications that are appropriate for a given job
Seek opportunities to improve knowledge of tools and technologies that may improve processes and productivity
Comply with company policies for safeguarding privacy and security

Question 21

problem solving

Answer 21

Use the four-step method (define the problem, identify solutions, choose a solution, take action) to solve problems
Demonstrate attention to detail and patience as you research the problem
Collaborate with others, as needed

Question 22

critical thinking

Answer 22

Review, analyze, synthesize, compare, and interpret information
Identify inconsistent or missing information
Test out potential solutions to ensure a problem is correctly identified and the best solution is found

Question 23

time management, planning, organization

Answer 23

Understand your work goals for every shift
Plan and prioritize tasks so that work is completed on time
Keep your work area organized and clean
Handle stress in a positive way

Question 24

decision making

Answer 24

Identify and prioritize the key issues involved in the decision
Involve other people in decisions that might impact them
Have a backup plan if a decision turns out poorly

Question 25

customer focus

Answer 25

Be pleasant, courteous, and professional with customers and coworkers
Provide prompt, personalized service to meet and exceed customer expectations
Understand that the customer experience is the most important concern in a retail environment

Question 26

business fundamentals

Answer 26

Understand how the business operates and how your performance contributes
Keep confidential company information private
Maintain a safe working environment for customers and employees. Report unsafe conditions to the appropriate person

Question 27

professional appearance considerations

Answer 27

Maintain a daily hygiene schedule for your body, teeth, hair, and fingernails.
Wear clean and presentable clothes appropriate for the job.
Facial hair should be well-groomed.
Do not eat or chew gum while working.
Wear only lightly-scented perfume or cologne.

Question 28

communication is the?

Answer 28

exchange of information. Communicating effectively with others requires you to meet them where they are rather than where you’d like the conversation to be.

Question 29

Analytical communication

Answer 29

These communicators are straight to the point. They want the important data, facts, and logic. While these individuals can come across as impatient, it is vital for them to leave emotion and ambiguous ideas out of the conversation.

Question 30

intuitive communication

Answer 30

Rather than data and details, the intuitive communicator wants big-picture ideas to determine what is important and will lose interest in the conversation if there is too much structure or a deep dive into product features.

Question 31

functional communication

Answer 31

Somewhat similar to the analytical communicator, these individuals want processes, details, timelines, and well-thought-out plans. Conversations with functional communicators take a bit more time because providing lots of details, steps, and background information can be necessary.

Question 32

personal communication

Answer 32

These communicators value connecting with people, relationships, and emotional language. They may pick up on your feelings, so be sure to maintain an optimistic attitude.

Question 33

Communication conducted over the phone is dependent on one particular nonverbal aspect

Answer 33

voice
not what you are speaking but how

Question 34

tone

Answer 34

your ability to express emotion

Question 35

intensity

Answer 35

the projected strenght of emotion that reflects your level of concern

Question 36

inflection

Answer 36

the words and syllables you choose to emphasize

Question 37

pitch

Answer 37

how high or deep your voice sound

Question 38

rate

Answer 38

the pace at which you are speaking

Question 39

volume

Answer 39

how loudly or softly you are saying your words

Question 40

second way to provide excellent experience is to

Answer 40

match your level of intensity with the customer’s level

Question 41

steps when assisting customer and must answer phone

Answer 41

1. excuse yourself to answer the phone
2. answer using company preferred method; greet, name of retailer, your name
3. determine reason for call
4. if needed, ask permission to put them on hold while you research their question
5. minimize the time the customer is on hold

Question 42

company’s policy on social media

Answer 42

identifies what employees can and cannot post in online formats

Question 43

tips when scripts are not available for digital communication

Answer 43

Begin with a personal greeting.
Use professional, positive language and convey your smile through the words.
Keep it short and place the most important things first.
Use language appropriate to your retailer’s brand and culture, but not internal jargon.
Proofread your message to check for errors or missed words.
Close by thanking the customer for their business.
Seek advice from a supervisor when you are unsure how to appropriately word a message.

Question 44

most common cause workplace injury

Answer 44

slips trips and falls
avoid with housekeeping habits, quality floor surfaces, proper footwear

Question 45

overexertion injuries

Answer 45

related to pulling, lifting, pushing, holding, carrying, throwing
improper lifting and manually lifting objects over 50 lbs are the two common

Question 46

getting enough sleep

Answer 46

Put away electronic devices and turn off the TV at least one hour before bed
Keep a consistent sleep schedule
Wake up at around the same time every day
Avoid alcohol, caffeine, and cigarettes before bed
getting enough sleep can strengthen immunity, control weight, and facilitate learning

Question 47

Regular exercise

Answer 47

recommend 150 minutes moderate aerobic activity, 22-30 minutes daily or 75 min vigorous aerobic per week

Question 48

avoid substance abuse

Answer 48

it can impair job performance like injuries, poor decision making
over 20% said their productivity has been affected due to coworker’s substance abuse

Question 49

mental health

Answer 49

include psychological and environmental bein. affect how people think, feel, act
maintain by:
Getting plenty of sleep
Staying optimistic
Developing time management skills
Volunteering and helping others
Reaching out to others when you need help