Deck 14: Get Employees to Give Great Service

Question 1

After creating a company vision, what questions should a manager ask and think through?

Answer 1

See "Plan a Strategy for Customer Loyalty."

Question 2

Explain how heroes and rites and rituals contribute to a company's culture.

Answer 2

See "Create and Sustain and Effective Work Culture."

Question 3

Describe and detail the NGP (Nominal Group Process).

Answer 3

See "Use Nominal Group Process when Appropriate."

Question 4

Good management is accomplishing work with and through the efforts of others.

Question 5

Tacit knowledge is knowledge:

A) that comes from unremembered experiences.
B) we assume people have.
C) that we have inside that we can't really share.
D) none of the above

Question 6

The first thing that managers should do is:

A) articulate vision.
B) create camaraderie.
C) establish a pecking order.
D) clear the communication channels.

Question 7

The final version of a company theme should be:

A) arrived at by consensus.
B) a paragraph describing the company's goals and values.
C) ten words or fewer.
D) agreed upon by all employees.

Question 8

An organization's theme should describe its core values.

Question 9

In order to achieve great customer service, managers must:

A) sell others on the idea of great customer service.
B) insist that everyone memorize the company theme.
C) command the respect of their employees.
D) all of the above

Question 10

Which of the following actions does a manager NOT need to take to organize the work sequence?

A) give employees authority to fulfill their responsibilities
B) assign specific tasks
C) gain commitment to achieve the company's goals
D) work to reduce potential problems

Question 11

Managers can assign a task, knowing that employees who have committed to the company's goals will assume the authority to carry out that task.

Question 12

The manager leads an organization by:

A) showing employees direction.
B) providing resources.
C) generating motivation for action.
D) all of the above

Question 13

The best way to get a good employee is to:

A) have motivation sessions for all employees.
B) hire the right person in the first place.
C) train new employees in empathy.
D) set clear parameters so employees know what is expected of them.

Question 14

Which of the following items does NOT shape a company's culture?

A) value systems
B) sense of vision
C) rituals
D) compensation package

Question 15

Motivation can be defined as providing motives for action.

Question 16

Nordstrom is famous for:

A) great chocolate chip cookies.
B) always taking back unsatisfactory merchandise.
C) designer clothes.
D) all of the above

Question 17

To strengthen corporate culture managers can:

A) have an undeviating focus on corporate vision.
B) have an undeviating focus on customer service.
C) both A and B
D) neither A nor B

Question 18

The term brainstorming has become synonymous with any kind of creative thinking.

Question 19

Which of the following rules is NOT a rule of good brainstorming?

A) Seize the opportunity to hitchhike.
B) No idea is too wild.
C) Prioritize ideas as they come along.
D) Don't criticize any ideas.

Question 20

When employees are empowered:

A) customers benefit.
B) the company really wins.
C) employees feel they win.
D) all of the above