Question

Question text

Top Notch software has a customer who isn't happy with their service. The issue with the customer's software seems to be user error. What is the problem in this scenario?

Select one:

a. The customer did not read the user manual

b. The company has an unhappy customer

c. The customer is not listening

d. The customer needs a replacement software

Question text

Scenario: Lee is the general manager for The Mattress Store. His best sales associate, Ben missed his monthly goal by one mattress this month. It is unusual for Ben to miss his goal; he was out for a week with the flu. Unfortunately, Ben did not earn his bonus for the month. Ben is upset and threatens to quit if Lee does not make the exception since Ben had the flu. The rules are clear, and bonuses are paid to those who meet their sales goal. However, Lee does have the authority to make exceptions to the rule.
Should Lee involve others in making this decision? Choose all that apply:

Select one:

a. Yes, Lee should involve the accounting department in his decision.

b. Yes, Lee should involve the payroll department in his decision.

c. Yes, Lee should involve HR in his decision.

d. No, Lee has the information he needs to make the decision on his own

Question text

Scenario: Stanley transferred from the northside location to the southside location and accepted a promotion to manager of the store. On his first day in his new role as manager, an employee approached Stanley and asked if she could leave two hours early to attend her son's school play. She said that the previous manager always lets her leave early. Stanley does not know how to respond.
Should Stanley involve others in his decision? Choose all that apply.

Select one or more:

a. Yes, Stanley should find out if it is appropriate to grant her request.

b. Yes, Stanley should consult the other employees of the department.

c. Yes, Stanley should involve the manager of accounting.

d. No, Stanley has the information to make the decision on his own

Identify and Define Problems. Amanda has a co-worker, Sherry, who is vocal about political opinions. Amanda does not agree with Sherry's views. Amanda likes Sherry but some of her recent comments have upset Amanda and made her feel uncomfortable. Amanda puts her energy into telling their co-workers about Sherry's annoying comments. The gossip has gotten back to the boss, Mel. Mel agrees with Sherry's political views. Mel gave Amanda a written reprimand for violating the company's zero tolerance policy. Mel cited that Amanda was bullying Sherry because she was mocking her political views.
Is the problem in the scenario a work-place problem or is it a personal problem between friends?

Select one:

a. It is a personal problem, Amanda and Sherry are friends.

b. It is a personal problem, Amanda and Sherry are friends and the political conversations are of personal content and do not involve talk about work.

c. It is a work problem because Amanda's gossiping is distracting employees from completing their daily tasks.

d. It is a work problem because an employee feels uncomfortable in the workplace and Amanda's gossip is toxic to the work climate.

Answer 1

Question:

Top Notch software has a customer who isn't happy with their service. The issue with the customer's software seems to be user error. What is the problem in this scenario?

Answer:

The correct option is:

a. The customer did not read the user manual

As “user error” is not an error due to the software or the hardware, it is an error caused due to the user itself. The user must read the instructions in the user manual, failing, the user might make mistake due to lack of proper knowledge.

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Question:

Scenario: Lee is the general manager for The Mattress Store. His best sales associate, Ben missed his monthly goal by one mattress this month. It is unusual for Ben to miss his goal; he was out for a week with the flu. Unfortunately, Ben did not earn his bonus for the month. Ben is upset and threatens to quit if Lee does not make the exception since Ben had the flu. The rules are clear, and bonuses are paid to those who meet their sales goal. However, Lee does have the authority to make exceptions to the rule.
Should Lee involve others in making this decision? Choose all that apply:

Answer:

The correct option is Select one:

c. Yes, Lee should involve HR in his decision.

As Lee is the best sales associate, loosing Ben can impact sales of the store. As Ben has been not well due to flu, it might be as issue which might be highlighted in during exit of Ben, so involving HR is the option which best suits as it could take a call on making an exception and also review if is is fine to give bonus or allow Ben to leave.

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Question:

Scenario: Stanley transferred from the northside location to the southside location and accepted a promotion to manager of the store. On his first day in his new role as manager, an employee approached Stanley and asked if she could leave two hours early to attend her son's school play. She said that the previous manager always lets her leave early. Stanley does not know how to respond.
Should Stanley involve others in his decision? Choose all that apply.

Answer:

The correct option is:

d. No, Stanley has the information to make the decision on his own

As Stanley has all information for taking the decision. Taking advise on the matter, will give a wrong signal and also question Stanley’s decision making and leardership qualities.

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Question:

Identify and Define Problems. Amanda has a co-worker, Sherry, who is vocal about political opinions. Amanda does not agree with Sherry's views. Amanda likes Sherry but some of her recent comments have upset Amanda and made her feel uncomfortable. Amanda puts her energy into telling their co-workers about Sherry's annoying comments. The gossip has gotten back to the boss, Mel. Mel agrees with Sherry's political views. Mel gave Amanda a written reprimand for violating the company's zero tolerance policy. Mel cited that Amanda was bullying Sherry because she was mocking her political views.
Is the problem in the scenario a work-place problem or is it a personal problem between friends?

Answer:

The correct option is:

c. It is a work problem because Amanda's gossiping is distracting employees from completing their daily tasks.

As Amanda is putting her energy in telling co-workers about Sherry’s annoying comments. This is disturbing the other employees during the office hours.