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BSB20115 Topic 1-3 Overview Flashcards | StudBud
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BSB20115 Topic 1-3 Overview
BSB20115 Topic 1-3 Overview
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These questions relate to the first 3 topics in our BSB20115 course
Flashcards
35 cards
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Practice quiz
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Questions
35
Answers
1
What is email?
is a network that does not allow you to communicate remotely
is to develop web page
to send and receive messages
none of the above
2
What is Flaming?
Getting involved in an argument online
Attacking someone verbally online
Writing a message in CAPITALS?
Writing an abusive message
3
What is an example of good Customer Service?
Explaining that you don't work in that department.
Greeting people with a smile or friendly hello.
Telling the customer you are going on break.
Hanging the phone up when asked a question you don't know.
4
what type of fire extinguisher is this?
CO2
water
wet chemical
Foam
5
A Policy is
Only for adults
Made to be broken
A rule or guideline that directs individuals and behaviour
6
What are open ended questions?
an easy to answer question
a simple question
a question the customer will want to answer
A question that cannot be answered yes or no
7
Personal grooming and presentation can include
Having a shower every day
Brushing your teeth
Making a presentation about yourself
Ironing your clothes
8
How should an employee contribute to the workplace?
By treating colleagues with respect
Engaging in behaviours that have a positive impact on others
All of the above
Acting as a role model
9
What is an organisational structure?
It tells you what you should be doing as an employee
It shows a businesses economies of scale
It showes the way people work together
It shows peoples job description
10
What is a risk?
A danger
A situation involving danger
A tall ladder
A storm
11
A closed question gives the researcher a lot of information
False
True
12
Discrimination is...
Prejudging someone for no good reason.
to act on your prejudice by treating someone differently.
not liking someone.
to not speak to someone because you've argued.
13
What is the most important part of good customer service
Reliability
All of them
Communication
Knowledge and courtesy
14
EEO is an abbreviation for what?
Every Employer Opportunity
Equal Employee Origins
Every Employer Owns
Equal Employment Opportunity
15
What is NOT an example of bullying?
shared jokes with colleagues
unwelcome practical jokes
demeaning comments
humiliating a person physically or verbally
16
what is no.1 on the Hierarchy of controls?
evaluating
elimination
getting rid of
removing
17
Why should you be careful what you write in an email?
It might get blocked and not sent
The email software and computer may not belong to you
You cannot delete an email once it has been sent
You cannot control the email once it has been sent
18
An employee can...
work for underpay
refuse unsafe work
discriminate against other employee's
request more pay
19
What is customer service
Contact with anyone looking at your shop window
Contact with anyone who thinks about your business
Contact with anyone who interacts with your organisation
Contact with anyone who sells your products and services
20
What are the 4 most common methods of digital communiction
Mobile phone, Email, Social Media, SMS
Email, phone, VoIp, Social Media
Email, smart phone, Social Media, Blog
Instant messaging, Email, Social Media, Phone
21
What skill helps when prioritizing work?
Do most important tasks first
Stop procrastinating
Attach deadlines
All of the above
22
How many basis on discrimination are there?
10
8
9
6
23
What is social media???
An application that allows users to post pictures only
An application that allows users to make and share content
An application store
Applications that allow users to play the best games
24
Part time employees are entitled to payed sick days
False
True
25
What does KPI stand for?
Keep People Interested
Kick Performance Initially
Keep Performance Internal
Key Performance Indicators
26
Being focused, planning and being organized, are good time management skills
True
False
27
Employer Responsibilities include:
Obeying employee directions
All of the above
Providing a safe workplace
Paying the minimum rates of pay
28
What document lists your entitlements as an employee?
Enterprise Agreement
Job description
Code of Prctice
Industry Award
29
What is a work schedule?
A shift checklist outlining tasks for the service period
A complaint handling form
A roster
A flow chart for customer service
30
What is Procrastination?
Why mow your lawn while it is still short.
Can lower quality of work, if done wrong.
The action of delaying or postponing something.
Normally thought of as a terrible habit.
31
What should an email signature include?
Your name
All of the above
Company's phone #
Company's name
32
Gyms offers a discount to?
Individual members
People who sign up in a group of 4
Anyone who asks
People who sign up together
33
Time management refers to how people
keep a time log
use the 24 hours in their day
use their calendars
organize their belongings
34
What is a standardised procedure?
Where behaviour is true
When participants are allocated randomly
A set of rules or instructions about the study
Something fishy
35
How can bullying affect the workplace?
Increased turnover
Decreased productivity
Increased absenteeism
Decreased morale
