Apply: Training and Development Test

Test Content

1. 
   
   Review Week 4 Knowledge Check.
   Choose the single best answer for each of the questions in the Week 4 Training and Development Test.Note: The question answers are randomized. You have only one attempt available to complete assignments.

2. 
   
   Scenario:You are the new Director of the Staff Training and Development Unit for Consolidation Tech Plus (CTP), Inc. You have received a memorandum from the Human Resource Director stating Customer Service Unit # 5 has not met the performance standards set forth during orientation. The Director has raised concerns about the orientation process and the new hire customer service training. Currently, you have HR Program Assistance conducting the new hire orientation. CTP has decided to transition to a more modern orientation. In addition to the performance issues, the unit has started receiving a high number of customer service complaints. You have been asked to manage the development and conducting of training, specifically for Customer Service Unit # 5 in order to address the issues raised in the memorandum.
   As you were conducting initial research into the customer service unit you learned that, John Hicks, vice president of sales at CTP, manages a sales team of 10 employees. Members of John’s sales force vary in experience level. Four members of the sales team have worked at CTP for less than 1 year. The other six salespeople have been with CTP anywhere from 3 to 7 years. John recently received the annual sales report and noticed that sales have been dropping steadily over the last 6 months. John is considering the idea of requesting training for his sales team to boost sales. John has come to seek guidance regarding possible training. You have assigned Nathan, your top Corporate Trainer, the task of reviewing these training requests.

3. 
   
   Question 1

   10 PointsNathan wants to provide new employees with the basic background information required to perform their jobs satisfactorily. What is he going to provide them?Select the correct answer

   1. Employee development
   2. Employee orientation
   3. Employee recruitment
   4. Employee selection

4. 
   
   Question 2

   10 PointsYou and your training team are meeting to discuss the primary purposes of CTP’s employee orientation. Which of the following will NOT be included as one of the purposes?Select the correct answer

   1. The employee should understand the organization in a broad sense.
   2. The employee should have a clear understanding of what is expected.
   3. The employee should become skilled with CTP’s software.
   4. The employee should begin the process of learning the firm’s preferences.

5. 
   
   Question 3

   10 PointsYou have been given the task of coaching Susan who is a new hire for a Customer Service Rep. II position. You have been given the task of coaching Susan. Which of the following are you most likely to do for Susan?Select the correct answer

   1. Monitor Susan’s benefits plan.
   2. Develop a change plan with Susan.
   3. Show Susan the steps of various tasks.
   4. Modify Susan’s workload.

6. 
   
   Question 4

   10 PointsCTP has adopted a more modern style of orientation, which unlike traditional orientation programs, would include which of the following topics?Select the correct answer

   1. Organizational charts
   2. Culture and values
   3. Personnel policies
   4. Health benefits

7. 
   
   Question 5

   10 PointsYou have assigned Nathan, the top Corporate Trainer, the task of creating a training and development program for the CTP’s employees. He needs to identify the specific knowledge and skills the sales job requires and compare these with the prospective trainees’ knowledge and skills. What is the first step that Nathan should take?Select the correct answer

   1. Conduct a needs analysis.
   2. Train the targeted group of employees.
   3. Design the program content.
   4. Assess the program’s successes or failures.

8. 
   
   Question 6

   10 PointsNathan finds himself stuck at the implementation stage. Which of the following most likely occurs during the implementation stage of a training program?Select the correct answer

   1. Providing on-the-job training to the targeted group of employees
   2. Designing the program content for different learners
   3. Conducting a needs analysis of newly hired workers
   4. Presenting the program to a small test audience

9. 
   
   Question 7

   10 PointsNathan has identified a couple employees that are performing at the lowest level. He wants to determine the training needs of these newer employees. Which of the following would most likely help Nathan?Select the correct answer

   1. Task analysis
   2. Performance analysis
   3. Needs analysis
   4. Training analysis

10. 
    
    Question 8

    10 PointsNathan has decided to compare those identified individual’s performance to what is labeled as ideal. What should Nathan do to be able to make this comparison?Select the correct answer

    1. Conduct job knowledge assessments.
    2. Conduct a performance analysis.
    3. Evaluate supervisor performance reviews.
    4. Investigate employee-related customer complaints.

11. 
    
    Question 9

    10 PointsWhich of the following will be most helpful for Nathan to review when conducting a performance analysis of an employee?Select the correct answer

    1. Employment application
    2. Customer complaints
    3. Employee handbook
    4. Health claims

12. 
    
    Question 10

    10 PointsYou have advised Nathan to complete a competency model. This will allow him to ___________.Select the correct answer

    1. Assist in determining how far in the performance level the employees are behind.
    2. Assist in ranking areas of improvement.
    3. Consolidate knowledge, skills, and behaviors needed to perform a job well.
    4. Assist in completing the ADDIE process.

13. 
    
    Question 11

    10 PointsWhich of the following best supports the argument that the drop in CTP’s sales can be solved through training?Select the correct answer

    1. Attitude surveys sent to CTP personnel suggest that the firm’s elimination of year-end bonuses has angered many employees.
    2. Members of the sales team have expressed that they do not fully understand the benefits of the service they are selling.
    3. CTP provides laptops to its entire sales team, so each salesperson can easily locate necessary information while on sales calls.
    4. Recent studies suggest that people are choosing more established companies.

14. 
    
    Question 12

    10 PointsWhich of the following undermines the argument that the drop in CTP’s sales can be solved through training?Select the correct answer

    1. CTP’s most experienced salesperson retired after working at the firm for more than 20 years.
    2. CTP recently eliminated its long-standing policy of paying salespeople commissions on top of base salaries, which angered employees.
    3. CTP no longer requires salespeople to have a technical or sales background.
    4. The newest members of the CTP sales force are unfamiliar with the procedures used by the firm to measure the effectiveness of new drugs.

15. 
    
    Question 13

    10 PointsAll of the following questions are relevant to Nathan’s decision to implement a training program for his sales team EXCEPT ________.Select the correct answer

    1. What tools are available to sales team members to help them work efficiently?
    2. What methods are used for recruiting and interviewing individuals for sales positions?
    3. What were the results of attitude surveys distributed to the sales team?
    4. What interpersonal competencies are expected of sales team members?

16. 
    
    Question 14

    10 PointsNathan has Sharon (Lead Instructional & Design Trainer) designing a training program for the customer service representatives. Which of the following activities is Sharon LEAST likely to perform at this stage?Select the correct answer

    1. Setting performance objectives
    2. Choosing a delivery method
    3. Analyzing training needs
    4. Estimating a budget