Question 1

Customer service training does not need any financial incentive to be effective.

Accepted Answer

While financial incentives can sometimes be effective, there are many other ways to create effective customer service training without offering monetary rewards. This can include providing clear expectations, ongoing feedback and coaching, recognition and appreciation, and creating a positive work environment.

Question 2

Behavior modeling training has been found to be the most effective means for computer software training.

Accepted Answer

Studies have shown that behavior modeling training, which involves a process of observing, practicing, and receiving feedback on specific skills or behaviors, is more effective than traditional training methods for computer software. This approach allows learners to see how the software is used in context and to practice using it themselves in a supportive environment.

Question 3

Surveys have found that 73% of recent high school graduates lack:
A)A driver's license
B)Grammar and spelling skills
C)Computer skills
D)The ability to speak English

Accepted Answer

Surveys have found that 73% of recent high school graduates lack grammar and spelling skills. The other options are not supported by survey data.

Question 4

Learning in apprenticeship programs is based on competency levels and not on time requirements.

Accepted Answer

The answer of Learning in apprenticeship programs is based on...

Question 5

ISO 9000 is a set of uniform standards for quality for organizations to improve the international cooperation and exchange of goods and services.

Accepted Answer

ISO 9000 is a set of standards for quality management systems that aim to improve the international cooperation and exchange of goods and services.

Question 6

Statistical process control (SPC)has been mostly used in service organizations.

Accepted Answer

Statistical process control (SPC) was originally developed for use in manufacturing industries but has since been adopted by a wide range of industries, including service organizations.

Question 7

A team is a group of individuals seen as linked in a social structure.

Accepted Answer

A team is commonly defined as a group of individuals who work together towards a common goal or objective and are interdependent in their accomplishments. Thus, they form a social structure where each member's actions impact the rest of the group.

Question 8

Unions do not have an active role in providing developing,sponsoring or training their members.

Accepted Answer

Unions do have an active role in providing developing, sponsoring or training their members. It is one of their main functions to ensure the well-being of their members by providing them with opportunities to acquire new skills and knowledge, and improve their employability. This helps not only the individual members but also the industries and communities they work in.

Question 9

Self-efficacy is a belief that one can perform a given behavior.

Accepted Answer

Self-efficacy refers to an individual's belief in their ability to successfully perform a particular behavior or achieve a certain goal. It is an important concept in areas such as motivation, behavior change, and self-regulation.

Question 10

Over 20% of U.S.adults can be classified as below basic in "quantitative literacy".

Accepted Answer

According to the National Center for Education Statistics, in 2012, 22% of U.S. adults were classified as below basic in quantitative literacy.

Question 11

The Voluntary Protection Program (VPP)encourages organizations to work in conjunction with OSHA to establish workplace safety programs.

Accepted Answer

The statement is true. The VPP is a program that encourages collaboration between employers and OSHA to develop and maintain effective workplace safety and health management systems.

Question 12

One role of the HRD group is to monitor that training is going as planned.

Accepted Answer

Monitoring the progress of training is a key responsibility of the HRD group to ensure that the training is effective and achieving the desired outcomes.

Question 13

Apprenticeship training is most common in the Trucking Industry.

Accepted Answer

Apprenticeship training is not common in the trucking industry. On-the-job training and company-sponsored training programs are more common in this industry.

Question 14

Basic skills/literacy education deals with upgrading reading,writing,and computational skills.

Accepted Answer

Basic skills/literacy education specifically focuses on improving skills in reading, writing, and math computation.

Question 15

Which of the following is NOT a factor in the growing skills gap?
A)The lack of basic skills of many high school graduates
B)The increased sophistication of jobs
C)The growing number of racial minorities and non-English speaking immigrants
D)The aging of the workforce

Accepted Answer

The answer of Which of the following is NOT a...

Question 16

Technical training would include training in operating a computer driven machine.

Accepted Answer

Operating a computer driven machine requires technical knowledge and skills, therefore technical training is essential for this task.

Question 17

TQM requires employees to learn one fundamental skill: the ability to work effectively with others in a team.

Accepted Answer

TQM (Total Quality Management) requires employees to learn multiple skills beyond teamwork, including problem-solving, decision-making, and understanding customer satisfaction principles.

Question 18

There is no research that shows that the formation of teams has been shown to be an effective organizational intervention.

Accepted Answer

There is research that suggests team formation can be an effective organizational intervention. Studies have shown that teams can improve communication, collaboration, and problem-solving abilities, leading to increased productivity and job satisfaction. However, the effectiveness of team formation may depend on various factors such as team composition, leadership style, and organizational culture.

Question 19

Traditional sales techniques are being replaced by more consultative approaches.

Accepted Answer

With the increase in availability of information online, customers are becoming more informed and are looking for solutions tailored to their specific needs. This shift in customer behavior has led to a more consultative sales approach where salespeople focus on understanding the customer's pain points and providing customized solutions rather than just selling a product.

Question 20

TQM stands for Total Quality Maintenance.

Accepted Answer

TQM stands for Total Quality Management, not Total Quality Maintenance.

Quiz 9: Skills and Technical Training