Q: What is a problem?

Answer: A problem is an obstacle, impediment, difficulty or challenge, in achievement of a desired objective.

Q: What is creative thinking?

Answer: “Creative Thinking is - looking at the same thing as everyone else and thinking something different.”

Q: What is Brainstorming?

Answer: The creative art of generating the greatest number of ideas in the shortest possible time.

Q: Define Divide and Conquer/Analysis.

Answer: Breaking down a large, complex problem into smaller, solvable problems.

Q: Write down any 2 applications of Divide and conquer analysis.

Answer: Financial Management and Mathematics

Q: Write down any two barriers that come in our way while solving a problem.

Answer: Time and Habit.

Q: What are the two sides of problem solving?

Answer: Operational Side and Thinking Side.

Q: What is the best approach of problem solving?

Answer: The best approach of problem solving is to prevent it from happening.

Q: Write down any three stages of Ishikawa diagram.

Answer: People, Process and equipment.

Q: How you can search the causes of a problem?

Answer: By asking yourself “Why”

Q: Can you solve a problem by “5Why Technique”

Answer: No. you cannot solve any problem with 5 why technique this technique just explain the main cause of a problem.

Q: Briefly explain decision making.

Answer: Decision making is about choosing one course of action from two or more alternatives. The outcome of every problem is a decision.

Q: What is the difference between a cause and a problem?

Answer: Difference between what you have and what you want is problem and because of that problem some consequence will take place that are the causes of a problem.

Q: Define Problem Solving Skills.

Answer: Problem solving is to seek a solution, answer or conclusion to an issue being faced by an individual, team or an organization.

Q: Define problem Identification.

Answer: In short words “What is your concern “is problem Identification.

Q: Why it is important to ask for the causes of a problem?

Answer: Because it is essential to know the significance of a problem. And when you will be able to know the significance it will be very ease for you to know the problem.

Q: Name any three ways to solve a problem.

Answer:

1. 5 Why Technique2. Brainstorming3. Root Cause Analysis.

Q: Is it essential to frame a problem?

Answer: Of course it is very much essential to frame a problem unless and until u will not be able to solve it.

Q: How you can get clarity on a problem?

Answer: by asking the following

What When Why Where Who

How

Q: Define Trial and Error.

Answer: In this method of problem solving you guess a solution apply it and check the solution.

20 questions from Leadership Training by group no 7

Question no 1: Definition of Leadership

Ans: Leadership is a process whereby an individual influences a group of individuals to achieve a common goal. To makes it more cohesive and coherent

Question no2: name any 5 Qualities of good leadership?

• Trustworthy

• Self-Aware and Insightful About Your Impact On Others

• Have High Self Worth and Self Esteem

• Are Excited By Life

• Is Accountable

Q3) what are the Five Points of Leadership Power

• Coercive Power

• Reward Power

• Legitimate Power

• Expert Power

• Referent Power

Q4) what Skills required to become a Successful Leader?

• Positive approach towards the decisions

• 2) Problem solving

• 3) Effective communication

• 4) New ideas

• 5) Good learner

Q5) what are 5 Levels of Leadership?

• POSTION

• Permission

• PRODUCTION

• People development

• Personhood

Q6) explain 3 different leadership styles?

Authoritarian

Participative

Delegative

Q7) Explain what is authoritarian style of leadership ?

This style is used when leaders tell their employees what they want done and how they want it accomplished, without getting the advice of their followers. Some of the appropriate conditions to use it is when you have all the information to solve the problem, you are short on time, and your employees are well motivated

Q8) what is participative style of leadership?

This style involves the leader including one or more employees in the decision making process (determining what to do and how to do it). However, the leader maintains the final decision making authority. Using this style is not a sign of weakness; rather it is a sign of strength that your employees will respect.

Q9) what is delegative style of leadership?

In this style, the leader allows the employees to make the decisions. However, the leader is still responsible for the decisions that are made. This is used when employees are able to analyze the situation and determine what needs to be done and how to do it. You cannot do everything! You must set priorities and delegate certain tasks.

Q10) what as a leader your main priority should be?

• Knowing your objectives and having a plan how to achieve them

• Building a team committed to achieving the objectives

• Helping each team member to give their best efforts

Q11) what is four framework approaches?

In the Four Framework Approach, Bolman and Deal (1991) suggest that leaders display leadership behaviors in one of four types of frameworks: Structural, Human Resource, Political, or Symbolic

Q12) what is a structural framework approach?

In an effective leadership situation, the leader is a social architect whose leadership style is analysis and design. While in an ineffective leadership situation, the leader is a petty tyrant whose leadership style is details. Structural Leaders focus on structure, strategy, environment, implementation, experimentation, and adaptation.

Q13) Explain human resource Framework approach?

In an effective leadership situation, the leader is a catalyst and servant whose leadership style is support, advocating, and empowerment. While in an ineffective leadership situation, the leader is a pushover, whose leadership style is abdication and fraud? Human Resource Leaders believe in people and communicate that belief; they are visible and accessible; they empower, increase participation, support, share information, and move decision making down into the organization.

Q14) what is Political Framework approach?

In an effective leadership situation, the leader is an advocate, whose leadership style is coalition and building. While in an ineffective leadership situation, the leader is a hustler, whose leadership style is manipulation? Political leaders clarify what they want and what they can get; they assess the distribution of power and interests; they build linkages to other stakeholders, use persuasion first, and then use negotiation and coercion only if necessary.

Q15) what is Symbolic Framework approach?

In an effective leadership situation, the leader is a prophet, whose leadership style is inspiration. While in an ineffective leadership situation, the leader is a fanatic or fool, whose leadership style is smoke and mirrors? Symbolic leaders view organizations as a stage or theater to play certain roles and give impressions; these leaders use symbols to capture attention; they try to frame experience by providing plausible interpretations of experiences; they discover and communicate a vision.

Q16) explain some basic principles of leadership?

• Know yourself and seek self-improvement

• Make sound and timely decisions

• Seek responsibility and take responsibility for your actions

• Set the example

• Know your people and look out for their well-being

Q17) what’s the difference between People development level and Personhood level?

At people development level people follow you because what you have done for them, but in personhood level they follow you because of who you are and what you represent

Q18) according to john c Maxwell what’s the 3rd level of leadership and why people follow you at that level?

The 3rd of leadership is production level and People follow, because what you have done for the organization.

Q19) which leadership style should be used on new employee and why?

Using an authoritarian style on a new employee who is just learning the job. The leader is

competent and a good coach. The employee is motivated to learn a new skill. The situation is

a new environment for the employee. So authoritarian style should be better to use on a

new employee.

Q20) list some forces that influence the leadership style to be used in a

particular situation?

Following forces influence the leadership style to be used in a given situation.

How much time is available?

Are relationships based on respect and trust or on disrespect?

Who has the information — you, your employees, or both?

How well your employees are trained and how well you know the task.

Internal conflicts.

Stress levels.

Question and Answers

1. Define motivation.

The word motivation is derived from the Latin word movere which means to move.

2. List down 5 Typical Motivators.

a) Get appreciatedb) Get connected to othersc) Get educated d) Get connectede) Get promoted

3. Write down the types of Motivation.

a. Intrinsic Motivationb. Extrinsic Motivation

4. Define Bonus.

Additional compensation is given to an employee above his or her normal wage is bonus.

5. List down 5 tips to motivate employees.

a) Put money in its place b) Consider each employees age and life stagec) Offer help with career goals

d) Help employees learne) Pinpoint each employees personality

6. List down 8 ways to motivate employees without raising their pays.

a) Applauseb) Stress managementc) Pizza/popcorn/cookies dayd) Outside seminarse) Trainingf) Career pathg) Good work environmenth) On the spot praise

7. What are the characteristic features of motivation?

a) Motivation is internal to personb) Motivation is an ongoing processc) Motivation varies from person to person and time to time

8. Define extrinsic motivation with the help of example.

Extrinsic motivation is when I am motivated by external factors, as opposed to the internal drivers of intrinsic motivators.Example Supermarkets use loyalty cards and discounts, airlines use air miles, companies use bonuses and commissions. Extrinsic motivation is everywhere.

9. List the negative tools for motivation.

a) Punishmentb) Reinforcementc) Critical evaluation

MCQS

10. Workers are paid a fixed sum for each unit of production completed.

a. Pierce rate pay planb. Stock ownership planc. Skill based pland. Merit based pay plan

11.A defined contribution plan that provides a company's workers with an ownership interest in the company.

a. Merit based planb. Pierce rate pay planc. Skill based pland. Stock ownership plan

12.Additional compensation is given to an employee above his or her normal wage is

a. Salaryb. Bonusc. Incrementd. Incentive

13.A form of periodic payment which may be specified in an employment contract.

a. Incentiveb. Bonusc. Salaryd. Increment

14. Employee recognition can

a) Be a strong motivator. b) Lead to unrealistic expectations. c) Always bring additional salary.

Fill in the blanks

15. Merit Based Pay is a pay rate that is increased by an employee's exceptional job performance rating which is based on criteria set by the employer.

16. Money is a motivator for employees.

17.Flexible working hours is called flexi time.

18.Increment is the increasing pay plan the basis of previous performance.

19.Salary is the form of periodic payment which may be specified in an employment contract.

20.Job sharing is an arrangement that allows two or more individuals to split a traditional 40 hour a week job.

MCQ’S FOR TIME MANAGEMENTTick the correct answer.

1. What is Pareto Principle?A. 30/40RuleB. 50/50 RuleC. 60/40 RuleD. 80/20 RuleE. None Of Above

2. Which Characteristic represents a Procrastinor?A. Fear of offendingB. Postponing the unpleasant taskC. Desire to help othersD. Do it all –can’t say no

3. To do list should include the followingA. Meeting agendaB. Mile stone and deadlinesC. ChartsD. Pictures

4. By prioritizing your to do list you will become more?A. More dedicating, out goingB. More focused, organized, reliable.C. More risky, adventurousD. More satisfied, relaxed

5. A method of prioritizing projects/task is?A. First, second, third, fourthB. Short task and long taskC. Immediate, short term, medium, long termD. Immediate task and medium task

6. What are some of the benefits of time management?A. Rust out, burn outB. Reality, stagnationC. Freedom, relaxationD. Control stress, balance your life

7. Time management is an essential skill for people whom want to more?A. EfficientB. ExcitedC. DramaticD. Pragmatic

8 . Goals should be

A . Specific & measureable

B. Attainable& realistic

C . Time bounded

D . All of above

Fill the blanks with correct words:

1. Time ______be saved.2. Time management is _______for your personal life and career success.3. Lack of planning, prioritizing and focus are ________.4. Learn to say ____when you've got something important to do.5. You may miss out on opportunities because you're too ______. 6. Learning and developing is a type of________.

True False Statements:

1. As we save money, we can save time as well. 2. Time is replaceable.3. You don’t need time to get what you want out of life.4. Time management is important only for your personal life. 5. Lack of delegation is a time waster. 6. Time can be save by subdivide the large, tough tasks into smaller, easily accomplished parts.

Time ManagementANSWERS:

Tick the correct answer.

D. 80/20 Rule

B. Postponing the unpleasant task

B. Mile stone and deadlines Crisis

B. More focused, organized, reliable.

C. Immediate, short term, medium, long term

D. Control stress, balance your life

A. Efficient

D. All of above

Fill the blanks with correct word

1. Cannot2. Important3. Time wasters 4. No 5. Late. 6. Concentrate

True False Statements:

1. False 2. False 3. False 4. False 5. True 6. True

Customer Service Skills Questionnaire

Group#6

1. What is customer service?

Ans: "Customer service is the ability to provide a service or product in the way that it has been promised“

OR

"Customer service is about treating others as you would like to be treated yourself“

OR

“Customer Service is any contact between a customer and a company that causes a negative or positive perception by a customer"

2. What are the 3 components of customer service?

And: Human, technical and team work are the 3 components for customer service.

3. What type of attitude is required for customer service?

Ans: Serv-atude is the attitude required for providing the customer services composed of 2 words Service + A great attitude.

4. What are the guidelines to build rapport with your customers?

Ans: In order to create a long term relationship with your customers you must have:

• Match Body Movements• Match Voice• Match Moods• Use Statement of Facts• Match Objections• Watch Eye Movements

5. What are the 6 basic needs of customers?

Ans: Basic needs of customers are:

Friendliness

Understanding & Empathy

Fairness

Control

Options & Alternatives

Complete Information

6. What are the 10 basic customer service skills individual must have to serve well?

Ans: The 10 basic needs of customers are:

Personal Skills Communication skills Listening skills Negotiation skills Persuasion skills Adequate knowledge and understanding of product & service Retentive memory Empathy Tact and patience Selling skills

7. What is communication cocktail and what are the components and percentage of the communication skills?

Ans: The communication cocktail is term which is used for depicting the components form the communication process and consists of 3 main components which are body language, tone of voice and words chosen.

Body Language: 55%

Tone of Voice: 38%

Words: 7%

These are the percentages for communication cocktail.

8. What are the 5 tools for the customer service skills development?

Ans: The most common tools used for customer service skills development are:

Tool#1: Body LanguageTool#2: Ask and then listenTool#3: Value your customersTool#4: Always help your customers outTool#5: Invite them to pay you visit again

9. What is HEAT formula?

Ans: HEAT formula is used to cater the query of an irate customer.

10. We conducted an activity called potato test during the training, what were the 4 learning points of that activity and what was the purpose of each learning point?

Ans: There are 4 points and their motive is mentioned hereunder:

Fun (now you can do something new) Process (when you follow through) Motivation (you thought you could not do it) Reflection (what did you learn from it)11. What is an “ATTITUDE”?

Ans: ATTITUDE is your mindset.

• H Hear them out

• E Empathize

• A Ask / Answer questions

• T Take Responsibility

12. What is “BEHAVIOR”?

Ans: Behavior is an expression of your attitude.

13. While comparing the human being with an iceberg what is the percentage of human which is visible to outer and inner world?

Ans: 10% is your knowledge and skills which are visible to outer world and 90% is your attitude which is visible to you inner self.

14. What makes your life 100%?

Ans: ATTITUDE is a word for which the sum of alphabets makes it 100%.

A T T I T U D E

1 20

20

9 20

21

4 5

15. What are the guidelines for handling customer complaints?

Ans: There are 6 guidelines for handling customer complaints.

Listen

Empathize

Don’t Justify

Acquire More Information

Agree to Course of Action

Strong Follow-up

16. What is the percentage of customers that leaves your company because of service?

Ans: As per international survey conducted on customer services there are 68% customers leave the company because of service provided by that company.

17. Name 3 attitudes an individual must possess in order to serve the customers?

Ans: The list of attitudes is mentioned hereunder:

• PROFESSIONALISM is an ATTITUDE

• EXCELLENCE is an ATTITUDE

• COURAGE is an ATTITUDE

• BEING INNOVATIVE is an ATTITUDE

• RESPONSIVENESS is an ATTITUDE

• BELIEF in YOURSELF and in the ORGANIZATION is an

• ATTITUDE

• SERVICE is an ATTITUDE

18. What differentiate a company from others when we are concerned about the service?

Ans: Thinking out of box will help company to stand out in crowd for the customer services.

19. Does good customer service have an impact on rate of deflection?

Ans: Good customer service will directly affect the rate of customer deflection because in current era the customers have the numerous substitutes for a product and service and good customer service can help us retain our customers.

SELLING PROCESS

Questions

Q #1:what is selling?

Answer: Selling is an act in completion of a commercial activity. Selling is the way that you help customers to buy products and services from your business. You need to be able to meet the needs of your customers and provide value for money solutions.

Q#2: describe any five qualities of great salesman?

Answer:

job commitment

strategic orientation

intellect

mental alertness

sociability

authoritative

dependability

Q#3: Write the steps of selling persons?

Pre sale ptrepration

Prospecting

Pre approach before the interview

Approach the customer

Presentations

Handling objection

Close sale

Follow up

Q#4.what is meaning of prospecting?

Prospecting is the process of identifying potential buyers who have a need for the products and services offered by the company, the ability to pay for it, and the adequate authority to buy it.

Q#5. name methods of closing sales?

• Implied consent method

• Special induced method

• Direct order method

• Choice narrowing method

• Emotional method

Q#7 AIDA stands for?

Attention

Interest

Desire

Action

Q #8: tips for handling difficult customers?

Remain calm yourself

Don’t take it personally

Ask relevant questions

Give reasons for all actions/requests

Listen closely to understand the problem

Don’t blame the customer

Remain courteous

Show in your voice that you care

Q # 9:Name types of selling?

Consultative

Transactional

Strategic

Partnering

Q # 10 define consultative selling.

Consultative selling is also known as personal selling. It emphasises the identification of a client´s needs achieved through effective communication between salesperson and client. It follows the five-step process outlined shortly in this subject.

Q # 11: define transactional selling.

Transactional selling matches the needs of value-conscious buyers who are mainly interested in price and convenience. Examples of transactional selling strategies include telesales, direct mail and the internet.

Q # 12: define strategic selling.

Strategic selling results from a good strategic marketing plan. Strategic marketing plans or strategic selling plans include strategies for positioning yourself with the client before a sales call begins.

Q #13: define partnering selling?

Partnering is a strategically developed, long-term relationship that solves a client´s problems

Q# 14: what is meant by VALUE in terms of selling?

Value is not a fixed number. Value is relative to what you’re selling, what others charge, what the prospect is used to paying, how badly the prospect wants it, and how the prospect perceives the difference between your offer and others. You must demonstrate a value that seems to be equal to or greater than the asking price. The greater the value relative to the price, the more likely people are to buy.

Q#15: can you force people to buy anything?

You can’t force people to do anything. When people buy, it’s not because you wield some magical power over them. You can urge. You can push. You can entice. But ultimately, people do what they want to do. This means your job is to show how what you’re offering meets your prospect’s needs.

Q#16: what are the purposes of sale targeting?

Evaluate Sale Performance

Incentive for Salespeople

Means of Remuneration

Control Activities

Q #17:which methods to determine the sale targets?

Based on Economic Indicators

Historical Perspective

Managerial Judgment

Salespeople Set Their Own

Target based in Territory Potential

Q#18 write any five quantitative sale targets.

Sales by Volume or Value

Product Targets

Expenses to Sales Ratio

Gross Margin on Orders

Return on Investment

Q #19: write any five qualitative sale targets.

To service existing accounts

To locate and secure new accounts

To provide technical advices

To train retailer salespeople

To collect market and competitive information

Q#20: what are buyer seller interactions chrectaristic?

Unique

Unpredictable

Intrapersonal

EVALUATION QUIZ(ASSESSMENT OF PARTICIPANTS)

1) Most common definition of Stress is Body’s way of responding to any kind of demand or Body’s reaction to a change.

2) Equation of Stress is S = P > R.

3) Symptoms of Stress are of 4 main categories named as: physical, mental, behavioral and emotional.

4) There are 2 main types or forms of Stress named as: Eustress, Distress.

5) Eustress results in Positive Consequences and Distress results in Negative Consequences.

6) Human Performance curve constitutes of Eustress and Distress.

7) There are 2 types of Stress on the basis of its origin: External and Internal.

8) There are 2 types of Stress on the basis of its outcome: Negative and Positive.

9) Causes of Stress are of 2 main categories: External and Internal.

10) External Causes of Stress are of 2 types: Organizational and Major life events.

11) Stages of Stress are also known as GAS or General adaptation syndrome.

12) There are 3 stages of Stress: Alarm response, Resistance/Adaptation and Exhaustion.

13) Resistance stage can also be called as Adaptation Stage.

14) There are 2 main categories of strategies to manage stress: Strategies To Address Symptoms of Stress and Strategies to Address Stressors.

15) There are 2 approaches to address stressors: The Problem Solving Approach and The Cognitive Approach .

16) The problem solving approach is for Imagined Dangers .

17) The cognitive approach is for Real Dangers .

18) The 4 A’s strategy suggests Change in Situation and Change in Action.

19) The 4 A’s strategy has 4 A’s named as: Avoid, Alter, Adapt and Accept.

20) The ABC strategy has 3 steps named as: Awareness, Balance and Control.