Select the answer that best describes how you feel about the two statements. (This isn’t a “test,” so don’t look for what you think the ‘right’ answer may be.)
IMPORTANT: If you are taking this assessment as part of a Belding Training course, make sure you record your final score for reference.
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A. I try to engage each customer
B. I’m here to do a job – not make friends
A. I can’t go against the rules just because it will make one person’s life easier
B. If it helps me get my job done, and it makes my customer happy, why shouldn’t I bend the rules occasionally?
A. I listen to my customers to improve how I do things
B. I know my job and what is expected of me. I don’t need other people telling me how to do things I already know how to do
A. Having a pleasant relationship with each customer is extremely important
B. Customers who take up my time with idle chatter drive me crazy
A. If I make a mistake, I’d rather tell my customer it was my mistake
B. I don’t want customers to know I make mistakes
A. When we get a complaint, I automatically look for ways to correct things
B. Customers who complain drive me nuts!
A. Most customers value people they can trust more than they do efficiency
B. Efficiency is the major factor in most customers’ satisfaction
A. I like my job and love my company
B. It’s a living
A. I greet every customer with a warm smile and a pleasant hello
B. My smiling and saying hello doesn’t help me get the job done
A. If a customer genuinely isn’t happy with something, I will do whatever I can, within my means, to make it better for him or her
B. I’m doing the job to the best of my ability. I sometimes have to deal with things I’m not happy with – so why can’t my customers?
A. I will never say anything that might mislead a customer
B. I’ve been known to exaggerate or ‘spin’ things just a little from time to time
A. No matter how bad a mood I’m in, I won’t let customers see it
B. Everyone gets in bad moods. I can’t just fake a happy face. I hate people who fake being happy
A. I try to use customers’ names whenever possible
B. Using customers’ names is uncomfortable and unnecessary
A. The way I conduct myself at work is the same way I conduct myself in my personal life
B. I am quite different at work than I am in my personal life
A. Making a customer comfortable is very important to me
B. Getting things done is very important to me
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