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{“questions”:{“cwujq”:{“title”:”Quel document utilis\u00e9 au travail contient de l\u2019information sur les installations de l\u2019h\u00f4tel auxquelles le pr\u00e9pos\u00e9 \u00e0 l\u2019entretien m\u00e9nager a acc\u00e8s?”,”mediaType”:”image”,”image”:””,”imageCredit”:””,”video”:””,”imagePlaceholder”:””,”desc”:””,”answers”:{“k4usk”:{“id”:”k4usk”,”image”:””,”imageId”:””,”title”:”La feuille d\u2019affectation.”},”kd25g”:{“id”:”kd25g”,”image”:””,”imageId”:””,”title”:”Le registre.”},”j8f9i”:{“id”:”j8f9i”,”image”:””,”imageId”:””,”title”:”Les lois.”},”a6ayj”:{“id”:”a6ayj”,”image”:””,”imageId”:””,”title”:”Le manuel des politiques. “,”isCorrect”:”1″}},”id”:”cwujq”,”index”:0,”answerType”:”text”,”imageId”:””,”imagePlaceholderId”:””,”hint”:””},”fdaya”:{“title”:”Que doit faire le pr\u00e9pos\u00e9 \u00e0 l\u2019entretien m\u00e9nager si un client lui remet un pourboire au moment o\u00f9 il s\u2019appr\u00eate \u00e0 quitter la chambre?”,”mediaType”:”image”,”image”:””,”imageCredit”:””,”video”:””,”imagePlaceholder”:””,”desc”:””,”answers”:{“kojfk”:{“id”:”kojfk”,”image”:””,”imageId”:””,”title”:”Compter l\u2019argent devant le client et le remercier.”},”5z14o”:{“id”:”5z14o”,”image”:””,”imageId”:””,”title”:”Accepter le pourboire, le ranger sans tarder et remercier le client. “,”isCorrect”:”1″},”k5rfo”:{“id”:”k5rfo”,”image”:””,”imageId”:””,”title”:”Remercier le client et faire un commentaire sur le montant re\u00e7u.”},”fubfw”:{“id”:”fubfw”,”image”:””,”imageId”:””,”title”:”Remercier le client et pr\u00e9ciser que les pourboires sont remis au superviseur.”}},”id”:”fdaya”,”index”:1,”answerType”:”text”,”imageId”:””,”imagePlaceholderId”:””,”hint”:””},”xvi3c”:{“title”:”Anne, pr\u00e9pos\u00e9e \u00e0 l\u2019entretien m\u00e9nager, arrive juste \u00e0 temps \u00e0 l\u2019h\u00f4tel pour ranger ses effets personnels et se pr\u00e9parer en vitesse \u00e0 commencer son quart de travail. 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“,”isCorrect”:”1″}},”id”:”h0bv4″,”index”:14,”answerType”:”text”,”imageId”:””,”imagePlaceholderId”:””,”hint”:””},”fx1p0″:{“title”:”Quel type de renseignements contient une fiche signal\u00e9tique?”,”mediaType”:”image”,”image”:””,”imageCredit”:””,”video”:””,”imagePlaceholder”:””,”desc”:””,”answers”:{“4tgyb”:{“id”:”4tgyb”,”image”:””,”imageId”:””,”title”:”Des renseignements sur l\u2019utilisation sugg\u00e9r\u00e9e, l\u2019entreposage et les dangers d\u2019un produit. “,”isCorrect”:”1″},”j5awt”:{“id”:”j5awt”,”image”:””,”imageId”:””,”title”:”La fa\u00e7on de proc\u00e9der en cas d\u2019incident grave.”},”xc47a”:{“id”:”xc47a”,”image”:””,”imageId”:””,”title”:”Les premiers soins li\u00e9s aux produits chimiques corrosifs.”},”a27oz”:{“id”:”a27oz”,”image”:””,”imageId”:””,”title”:”Les pr\u00e9cautions \u00e0 prendre lorsqu\u2019on manipule des produits toxiques et infectieux.”}},”id”:”fx1p0″,”index”:15,”answerType”:”text”,”imageId”:””,”imagePlaceholderId”:””,”hint”:””},”mo37f”:{“title”:”O\u00f9 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convient le mieux pour nettoyer quelles surfaces ou quels endroits parmi ceux \u00e9num\u00e9r\u00e9s ci-dessous? 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Elle trouve un anneau en or sous le lit. 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C\u2019est la premi\u00e8re fois que Robert se sert de ce type d\u2019appareil et il ne sait pas trop comment s\u2019y prendre. Quelle serait pour lui la meilleure fa\u00e7on de proc\u00e9der?”,”mediaType”:”image”,”image”:””,”imageCredit”:””,”video”:””,”imagePlaceholder”:””,”desc”:””,”answers”:{“yh95p”:{“id”:”yh95p”,”image”:””,”imageId”:””,”title”:”Demander l\u2019aide de son superviseur ou d\u2019un coll\u00e8gue. “,”isCorrect”:”1″},”dd1pq”:{“id”:”dd1pq”,”image”:””,”imageId”:””,”title”:”Appeler le fabricant de l\u2019appareil pour conna\u00eetre le mode d\u2019emploi.”},”8qc3e”:{“id”:”8qc3e”,”image”:””,”imageId”:””,”title”:”Prendre le temps de lire le mode d\u2019emploi.”},”we04s”:{“id”:”we04s”,”image”:””,”imageId”:””,”title”:”Utiliser l\u2019appareil avec prudence, sans se h\u00e2ter.”}},”id”:”bth37″,”index”:18,”answerType”:”text”,”imageId”:””,”imagePlaceholderId”:””,”hint”:””},”gp2x4″:{“title”:”Lequel des \u00e9l\u00e9ments suivants l\u2019aide-cuisinier doit-il utiliser pour transporter des plats chauds?”,”mediaType”:”image”,”image”:””,”imageCredit”:””,”video”:””,”imagePlaceholder”:””,”desc”:””,”answers”:{“frik7”:{“id”:”frik7″,”image”:””,”imageId”:””,”title”:”Des gants de cuisine. “,”isCorrect”:”1″},”mcp6p”:{“id”:”mcp6p”,”image”:””,”imageId”:””,”title”:”Une serviette humide.”},”h0d0z”:{“id”:”h0d0z”,”image”:””,”imageId”:””,”title”:”Des gants de coton.”},”moc3j”:{“id”:”moc3j”,”image”:””,”imageId”:””,”title”:”Un plateau de plastique.”}},”id”:”gp2x4″,”index”:19,”answerType”:”text”,”imageId”:””,”imagePlaceholderId”:””,”hint”:””},”wai4m”:{“title”:”Laquelle des m\u00e9thodes suivantes doit-on suivre pour se tourner quand on transporte un objet lourd?”,”mediaType”:”image”,”image”:””,”imageCredit”:””,”video”:””,”imagePlaceholder”:””,”desc”:””,”answers”:{“vwb82”:{“id”:”vwb82″,”image”:””,”imageId”:””,”title”:”Tourner sur ses pieds, sans faire de torsion de la taille ou des \u00e9paules. “,”isCorrect”:”1″},”trkrb”:{“id”:”trkrb”,”image”:””,”imageId”:””,”title”:”Tourner sur ses pieds, en faisant une torsion de la taille et des \u00e9paules.”},”s59u2″:{“id”:”s59u2″,”image”:””,”imageId”:””,”title”:”Faire une torsion des \u00e9paules, sans tourner sur ses pieds ni faire une torsion de la taille.”},”8f3gd”:{“id”:”8f3gd”,”image”:””,”imageId”:””,”title”:”Faire une torsion de la taille et des \u00e9paules, mais sans tourner sur ses pieds.”}},”id”:”wai4m”,”index”:20,”answerType”:”text”,”imageId”:””,”imagePlaceholderId”:””,”hint”:””},”kkhb9″:{“title”:”Quel renseignement l\u2019aide-cuisinier doit-il indiquer sur les produits livr\u00e9s endommag\u00e9s ou pourris?”,”mediaType”:”image”,”image”:””,”imageCredit”:””,”video”:””,”imagePlaceholder”:””,”desc”:””,”answers”:{“eczw0”:{“id”:”eczw0″,”image”:””,”imageId”:””,”title”:”La date de la facture.”},”ikrlz”:{“id”:”ikrlz”,”image”:””,”imageId”:””,”title”:”La date de livraison. “,”isCorrect”:”1″},”u5dor”:{“id”:”u5dor”,”image”:””,”imageId”:””,”title”:”La date d\u2019expiration.”},”5z9u9″:{“id”:”5z9u9″,”image”:””,”imageId”:””,”title”:”La date de la commande.”}},”id”:”kkhb9″,”index”:21,”answerType”:”text”,”imageId”:””,”imagePlaceholderId”:””,”hint”:””}}}

{“questions”:{“alddd”:{“title”:”Quelle est la d\u00e9finition du tourisme?”,”mediaType”:”image”,”image”:””,”imageCredit”:””,”video”:””,”imagePlaceholder”:””,”desc”:””,”answers”:{“9xzb3”:{“id”:”9xzb3″,”image”:””,”imageId”:””,”title”:”Industrie se caract\u00e9risant par l\u2019achat de voyages pour les loisirs, pour affaires ou pour d’autres raisons.”},”cuw9a”:{“id”:”cuw9a”,”image”:””,”imageId”:””,”title”:”Tendances et motivations en mati\u00e8re de voyage ayant une incidence sur les d\u00e9cisions d\u2019achat des consommateurs sur le march\u00e9 des voyages.”},”9b21c”:{“id”:”9b21c”,”image”:””,”imageId”:””,”title”:”Activit\u00e9s des personnes qui s\u00e9journent hors de leur milieu habituel pendant au plus un an. “,”isCorrect”:”1″},”i0u2u”:{“id”:”i0u2u”,”image”:””,”imageId”:””,”title”:”Activit\u00e9 commerciale visant \u00e0 offrir des exp\u00e9riences ludiques et r\u00e9cr\u00e9atives dans une communaut\u00e9.”}},”id”:”alddd”,”index”:0,”answerType”:”text”,”imageId”:””,”imagePlaceholderId”:””,”hint”:””},”hhejx”:{“title”:”Quelle d\u00e9marche la pr\u00e9pos\u00e9e aux r\u00e9servations suit-elle lorsqu\u2019elle informe ses clients des lois r\u00e9gissant l\u2019utilisation d\u2019un produit?”,”mediaType”:”image”,”image”:””,”imageCredit”:””,”video”:””,”imagePlaceholder”:””,”desc”:””,”answers”:{“9h67v”:{“id”:”9h67v”,”image”:””,”imageId”:””,”title”:”Elle applique la loi. “,”isCorrect”:”1″},”zkkrd”:{“id”:”zkkrd”,”image”:””,”imageId”:””,”title”:”Elle \u00e9tablit les besoins du client.”},”iue54″:{“id”:”iue54″,”image”:””,”imageId”:””,”title”:”Elle fait la vente maximale de l\u2019assurance contre les dommages.”},”ej66y”:{“id”:”ej66y”,”image”:””,”imageId”:””,”title”:”Elle s\u2019assure du respect des lignes directrices de l\u2019IATA.”}},”id”:”hhejx”,”index”:1,”answerType”:”text”,”imageId”:””,”imagePlaceholderId”:””,”hint”:””},”1rz3p”:{“title”:”Un pr\u00e9pos\u00e9 aux r\u00e9servations est respectueux envers les autres, soigne son apparence et est toujours pr\u00eat \u00e0 aider ses co\u00e9quipiers lorsqu\u2019il a termin\u00e9 son travail. Quelle comp\u00e9tence le pr\u00e9pos\u00e9 d\u00e9montre-t-il?”,”mediaType”:”image”,”image”:””,”imageCredit”:””,”video”:””,”imagePlaceholder”:””,”desc”:””,”answers”:{“wxeo9”:{“id”:”wxeo9″,”image”:””,”imageId”:””,”title”:”Son professionnalisme. “,”isCorrect”:”1″},”wwyoe”:{“id”:”wwyoe”,”image”:””,”imageId”:””,”title”:”Son \u00e9thique du travail positive.”},”ntw1w”:{“id”:”ntw1w”,”image”:””,”imageId”:””,”title”:”Sa communication efficace.”},”vtxur”:{“id”:”vtxur”,”image”:””,”imageId”:””,”title”:”Sa capacit\u00e9 \u00e0 g\u00e9rer son temps.”}},”id”:”1rz3p”,”index”:2,”answerType”:”text”,”imageId”:””,”imagePlaceholderId”:””,”hint”:””},”k2b5y”:{“title”:”Que d\u00e9montre une pr\u00e9pos\u00e9e aux r\u00e9servations lorsqu\u2019elle participe aux programmes de reconnaissance professionnelle et aux ateliers de formation internes?”,”mediaType”:”image”,”image”:””,”imageCredit”:””,”video”:””,”imagePlaceholder”:””,”desc”:””,”answers”:{“tnoh5”:{“id”:”tnoh5″,”image”:””,”imageId”:””,”title”:”Sa conscience professionnelle. “,”isCorrect”:”1″},”1tose”:{“id”:”1tose”,”image”:””,”imageId”:””,”title”:”Son respect de la politique de l\u2019\u00e9tablissement.”},”2fmdr”:{“id”:”2fmdr”,”image”:””,”imageId”:””,”title”:”Son aptitude \u00e0 g\u00e9rer son temps efficacement.”},”181lb”:{“id”:”181lb”,”image”:””,”imageId”:””,”title”:”Son engagement envers le travail d\u2019\u00e9quipe.”}},”id”:”k2b5y”,”index”:3,”answerType”:”text”,”imageId”:””,”imagePlaceholderId”:””,”hint”:””},”b453l”:{“title”:”Pour bien g\u00e9rer son temps, un pr\u00e9pos\u00e9 aux r\u00e9servations doit d\u00e9terminer les t\u00e2ches devant \u00eatre accomplies et les \u00e9ch\u00e9ances \u00e0 respecter pour chacune de ces t\u00e2ches. Quel autre aspect le pr\u00e9pos\u00e9 doit-il prendre en compte pour g\u00e9rer son temps?”,”mediaType”:”image”,”image”:””,”imageCredit”:””,”video”:””,”imagePlaceholder”:””,”desc”:””,”answers”:{“01bsq”:{“id”:”01bsq”,”image”:””,”imageId”:””,”title”:”Les t\u00e2ches pouvant \u00eatre remplies durant les p\u00e9riodes moins occup\u00e9es.”},”qbt3m”:{“id”:”qbt3m”,”image”:””,”imageId”:””,”title”:”La disponibilit\u00e9 du produit ou du service vis\u00e9.”},”zsnfu”:{“id”:”zsnfu”,”image”:””,”imageId”:””,”title”:”Les ressources disponibles pour accomplir les t\u00e2ches. “,”isCorrect”:”1″},”7ylph”:{“id”:”7ylph”,”image”:””,”imageId”:””,”title”:”Le calendrier de travail des membres de l\u2019\u00e9quipe.”}},”id”:”b453l”,”index”:4,”answerType”:”text”,”imageId”:””,”imagePlaceholderId”:””,”hint”:””},”3dk34″:{“title”:”De quelle fa\u00e7on la communication non verbale peut-elle avoir une incidence sur le message verbal?”,”mediaType”:”image”,”image”:””,”imageCredit”:””,”video”:””,”imagePlaceholder”:””,”desc”:””,”answers”:{“ri128”:{“id”:”ri128″,”image”:””,”imageId”:””,”title”:”En aidant l\u2019interlocuteur \u00e0 comprendre le sens du message. “,”isCorrect”:”1″},”un1za”:{“id”:”un1za”,”image”:””,”imageId”:””,”title”:”En am\u00e9liorant l\u2019exp\u00e9rience de l\u2019interlocuteur.”},”cai50″:{“id”:”cai50″,”image”:””,”imageId”:””,”title”:”En validant les connaissances de la personne qui parle.”},”brqb2″:{“id”:”brqb2″,”image”:””,”imageId”:””,”title”:”En \u00e9tablissant le contexte du message.”}},”id”:”3dk34″,”index”:5,”answerType”:”text”,”imageId”:””,”imagePlaceholderId”:””,”hint”:””},”08u8q”:{“title”:”Un client se plaint que l\u2019h\u00f4tel o\u00f9 il a s\u00e9journ\u00e9 avec sa famille \u00e9tait malpropre et bruyant, et que la voiture lou\u00e9e \u00e9tait inconfortable et consommait trop d\u2019essence. Dans l\u2019ensemble, il indique qu\u2019il est insatisfait du voyage que le pr\u00e9pos\u00e9 aux r\u00e9servations a planifi\u00e9 pour lui et sa famille. Quelle est la raison probable de la plainte du client?”,”mediaType”:”image”,”image”:””,”imageCredit”:””,”video”:””,”imagePlaceholder”:””,”desc”:””,”answers”:{“abub5”:{“id”:”abub5″,”image”:””,”imageId”:””,”title”:”Il est contrari\u00e9 par le prix du voyage.”},”fcbfe”:{“id”:”fcbfe”,”image”:””,”imageId”:””,”title”:”La jouissance du service a \u00e9t\u00e9 interrompue.”},”ysu3z”:{“id”:”ysu3z”,”image”:””,”imageId”:””,”title”:”Les valeurs du client ont \u00e9t\u00e9 bafou\u00e9es.”},”x9esi”:{“id”:”x9esi”,”image”:””,”imageId”:””,”title”:”L\u2019h\u00f4tel et la voiture \u00e9taient de mauvaise qualit\u00e9. “,”isCorrect”:”1″}},”id”:”08u8q”,”index”:6,”answerType”:”text”,”imageId”:””,”imagePlaceholderId”:””,”hint”:””},”bbg9f”:{“title”:”Un pr\u00e9pos\u00e9 aux r\u00e9servations traite la plainte d\u2019un client. Quelques jours plus tard, ce m\u00eame client le rappelle et demande \u00e0 parler au superviseur du pr\u00e9pos\u00e9 lorsqu\u2019il apprend que le produit qu\u2019il veut acheter n\u2019est pas disponible. Le client indique alors au superviseur que le pr\u00e9pos\u00e9 aux r\u00e9servations ne collabore pas et qu\u2019il devrait \u00eatre licenci\u00e9. Selon toute probabilit\u00e9, quel est le probl\u00e8me?”,”mediaType”:”image”,”image”:””,”imageCredit”:””,”video”:””,”imagePlaceholder”:””,”desc”:””,”answers”:{“w0wna”:{“id”:”w0wna”,”image”:””,”imageId”:””,”title”:”Le client a le sentiment que la r\u00e9solution de sa premi\u00e8re plainte n\u2019\u00e9tait pas avantageuse pour lui. “,”isCorrect”:”1″},”2hujk”:{“id”:”2hujk”,”image”:””,”imageId”:””,”title”:”Les attentes du client ne sont pas combl\u00e9es, le produit n\u2019\u00e9tant pas disponible.”},”6q8ue”:{“id”:”6q8ue”,”image”:””,”imageId”:””,”title”:”Le client a une pi\u00e8tre opinion des pr\u00e9pos\u00e9s aux r\u00e9servations.”},”1l7ib”:{“id”:”1l7ib”,”image”:””,”imageId”:””,”title”:”Le pr\u00e9pos\u00e9 aux r\u00e9servations s\u2019est senti personnellement vis\u00e9 par la premi\u00e8re plainte.”}},”id”:”bbg9f”,”index”:7,”answerType”:”text”,”imageId”:””,”imagePlaceholderId”:””,”hint”:””},”vlpa9″:{“title”:”Laquelle des raisons suivantes explique pourquoi une cliente r\u00e9guli\u00e8re se plaint fr\u00e9quemment?”,”mediaType”:”image”,”image”:””,”imageCredit”:””,”video”:””,”imagePlaceholder”:””,”desc”:””,”answers”:{“up8kf”:{“id”:”up8kf”,”image”:””,”imageId”:””,”title”:”Une plainte pr\u00e9c\u00e9dente a \u00e9t\u00e9 r\u00e9solue rapidement et \u00e0 son enti\u00e8re satisfaction.”},”sshbn”:{“id”:”sshbn”,”image”:””,”imageId”:””,”title”:”La cliente estime que le personnel ne la traite pas comme les autres clients.”},”f3jok”:{“id”:”f3jok”,”image”:””,”imageId”:””,”title”:”Le personnel encourage les plaintes en \u00e9coutant la cliente.”},”3jwet”:{“id”:”3jwet”,”image”:””,”imageId”:””,”title”:”La cliente estime qu\u2019elle peut aider l\u2019entreprise \u00e0 s\u2019am\u00e9liorer si les probl\u00e8mes qu\u2019elle \u00e9prouve lui sont communiqu\u00e9s. “,”isCorrect”:”1″}},”id”:”vlpa9″,”index”:8,”answerType”:”text”,”imageId”:””,”imagePlaceholderId”:””,”hint”:””},”dfte5″:{“title”:”En traitant la plainte d\u2019une cliente, le pr\u00e9pos\u00e9 aux r\u00e9servations constate que cette derni\u00e8re esp\u00e9rait recevoir un service qui avait \u00e9t\u00e9 interrompu un mois plus t\u00f4t. Quel mesure prise par le pr\u00e9pos\u00e9 a permis de faire cette constatation?”,”mediaType”:”image”,”image”:””,”imageCredit”:””,”video”:””,”imagePlaceholder”:””,”desc”:””,”answers”:{“5zyf8”:{“id”:”5zyf8″,”image”:””,”imageId”:””,”title”:”D\u00e9terminer la nature de la plainte de la cliente.”},”9ixrf”:{“id”:”9ixrf”,”image”:””,”imageId”:””,”title”:”D\u00e9montrer de l\u2019empathie \u00e0 la cliente.”},”nolik”:{“id”:”nolik”,”image”:””,”imageId”:””,”title”:”Obtenir des d\u00e9tails sur les attentes de la cliente. “,”isCorrect”:”1″},”j1qfb”:{“id”:”j1qfb”,”image”:””,”imageId”:””,”title”:”Demeurer impartial et consid\u00e9rer le s\u00e9rieux de la plainte.”}},”id”:”dfte5″,”index”:9,”answerType”:”text”,”imageId”:””,”imagePlaceholderId”:””,”hint”:””},”h50ey”:{“title”:”Parmi les d\u00e9tails suivants sur les produits et services, lesquels le pr\u00e9pos\u00e9 aux r\u00e9servations doit-il conna\u00eetre?”,”mediaType”:”image”,”image”:””,”imageCredit”:””,”video”:””,”imagePlaceholder”:””,”desc”:””,”answers”:{“3x6sn”:{“id”:”3x6sn”,”image”:””,”imageId”:””,”title”:”L\u2019emplacement et l\u2019adresse des \u00e9tablissements de l\u2019entreprise.”},”4rlex”:{“id”:”4rlex”,”image”:””,”imageId”:””,”title”:”Le contenu du site Web et les strat\u00e9gies de marketing en cours.”},”78uxn”:{“id”:”78uxn”,”image”:””,”imageId”:””,”title”:”Les renseignements sur les entreprises et attractions locales.”},”6qncr”:{“id”:”6qncr”,”image”:””,”imageId”:””,”title”:”Les affiliations sp\u00e9ciales et leur disponibilit\u00e9. “,”isCorrect”:”1″}},”id”:”h50ey”,”index”:10,”answerType”:”text”,”imageId”:””,”imagePlaceholderId”:””,”hint”:””},”tnepe”:{“title”:”Quel est le but de la vente maximale et de la vente d\u00e9gressive?”,”mediaType”:”image”,”image”:””,”imageCredit”:””,”video”:””,”imagePlaceholder”:””,”desc”:””,”answers”:{“oxo8l”:{“id”:”oxo8l”,”image”:””,”imageId”:””,”title”:”Augmenter le total des achats du client. “,”isCorrect”:”1″},”ml5no”:{“id”:”ml5no”,”image”:””,”imageId”:””,”title”:”\u00c9tablir un lien avec le client et gagner sa confiance.”},”7g73m”:{“id”:”7g73m”,”image”:””,”imageId”:””,”title”:”Offrir des produits compl\u00e9mentaires.”},”b1cv6″:{“id”:”b1cv6″,”image”:””,”imageId”:””,”title”:”Reconna\u00eetre le caract\u00e8re unique du client.”}},”id”:”tnepe”,”index”:11,”answerType”:”text”,”imageId”:””,”imagePlaceholderId”:””,”hint”:””},”ozqm0″:{“title”:”Parmi les \u00e9nonc\u00e9s suivants, lequel d\u00e9crit l\u2019accent sur la valeur?”,”mediaType”:”image”,”image”:””,”imageCredit”:””,”video”:””,”imagePlaceholder”:””,”desc”:””,”answers”:{“1qy74”:{“id”:”1qy74″,”image”:””,”imageId”:””,”title”:”\u00c9num\u00e9rer les avantages des produits et services.”},”pd3qd”:{“id”:”pd3qd”,”image”:””,”imageId”:””,”title”:”Obtenir un t\u00e9moignage d\u2019appr\u00e9ciation du client quant aux produits et aux services.”},”k71go”:{“id”:”k71go”,”image”:””,”imageId”:””,”title”:”Promouvoir les avantages de l\u2019assurance pour prot\u00e9ger les produits et services.”},”1i7hc”:{“id”:”1i7hc”,”image”:””,”imageId”:””,”title”:”D\u00e9crire les avantages des produits et services par rapport au co\u00fbt.”,”isCorrect”:”1″}},”id”:”ozqm0″,”index”:12,”answerType”:”text”,”imageId”:””,”imagePlaceholderId”:””,”hint”:””},”fqmfa”:{“title”:”Un client envoie une demande de r\u00e9servation par courriel. Le pr\u00e9pos\u00e9 aux r\u00e9servations confirme le disponibilit\u00e9 et r\u00e9pond au client par courriel. Quelle information le pr\u00e9pos\u00e9 doit-il inclure dans sa r\u00e9ponse?”,”mediaType”:”image”,”image”:””,”imageCredit”:””,”video”:””,”imagePlaceholder”:””,”desc”:””,”answers”:{“y2dia”:{“id”:”y2dia”,”image”:””,”imageId”:””,”title”:”Les dates, les heures et le co\u00fbt. “,”isCorrect”:”1″},”nl2lr”:{“id”:”nl2lr”,”image”:””,”imageId”:””,”title”:”Le nombre de clients inscrits sur la liste d\u2019attente.”},”294ci”:{“id”:”294ci”,”image”:””,”imageId”:””,”title”:”Les d\u00e9lais d\u2019acceptation des r\u00e9servations.”},”p9ock”:{“id”:”p9ock”,”image”:””,”imageId”:””,”title”:”Une copie de la r\u00e9servation.”}},”id”:”fqmfa”,”index”:13,”answerType”:”text”,”imageId”:””,”imagePlaceholderId”:””,”hint”:””},”ursaf”:{“title”:”Pourquoi est-il important de reconna\u00eetre chaque contact comme un acheteur potentiel?”,”mediaType”:”image”,”image”:””,”imageCredit”:””,”video”:””,”imagePlaceholder”:””,”desc”:””,”answers”:{“d2bih”:{“id”:”d2bih”,”image”:””,”imageId”:””,”title”:”Pour assurer l\u2019\u00e9tablissement d\u2019un lien avec chaque appelant.”},”x114a”:{“id”:”x114a”,”image”:””,”imageId”:””,”title”:”Pour combler les besoins des clients.”},”s7tio”:{“id”:”s7tio”,”image”:””,”imageId”:””,”title”:”Pour donner l\u2019occasion d\u2019accro\u00eetre les revenus. “,”isCorrect”:”1″},”gbopx”:{“id”:”gbopx”,”image”:””,”imageId”:””,”title”:”Pour susciter l\u2019int\u00e9r\u00eat \u00e0 l\u2019\u00e9gard des produits de l\u2019entreprise.”}},”id”:”ursaf”,”index”:14,”answerType”:”text”,”imageId”:””,”imagePlaceholderId”:””,”hint”:””},”6d0e4″:{“title”:”Le superviseur de quart demande \u00e0 un pr\u00e9pos\u00e9 aux r\u00e9servations de consulter le site Web de l\u2019entreprise. Quelle est l\u2019importance de cette demande?”,”mediaType”:”image”,”image”:””,”imageCredit”:””,”video”:””,”imagePlaceholder”:””,”desc”:””,”answers”:{“8xnzs”:{“id”:”8xnzs”,”image”:””,”imageId”:””,”title”:”Se familiariser avec la technologie de l\u2019information.”},”hu7wb”:{“id”:”hu7wb”,”image”:””,”imageId”:””,”title”:”Tenir ses connaissances des produits et services \u00e0 jour. “,”isCorrect”:”1″},”bi718″:{“id”:”bi718″,”image”:””,”imageId”:””,”title”:”Passer en revue l\u2019\u00e9nonc\u00e9 de mission et les b\u00e9n\u00e9fices de l\u2019entreprise.”},”6n7if”:{“id”:”6n7if”,”image”:””,”imageId”:””,”title”:”Encourager les clients \u00e0 r\u00e9server en ligne.”}},”id”:”6d0e4″,”index”:15,”answerType”:”text”,”imageId”:””,”imagePlaceholderId”:””,”hint”:””},”iu1d7″:{“title”:”Un client r\u00e9gulier appelle pour r\u00e9server une chambre dans un h\u00f4tel pr\u00e8s du centre de congr\u00e8s o\u00f9 il doit se rendre. L\u2019historique du client permet au pr\u00e9pos\u00e9 de constater que ce client voyage souvent avec son chien. Quel aspect le pr\u00e9pos\u00e9 doit-il prendre en compte avant de recommander un h\u00f4tel?”,”mediaType”:”image”,”image”:””,”imageCredit”:””,”video”:””,”imagePlaceholder”:””,”desc”:””,”answers”:{“f9b1c”:{“id”:”f9b1c”,”image”:””,”imageId”:””,”title”:”La disponibilit\u00e9 des chambres \u00e0 proximit\u00e9.”},”ltsg4″:{“id”:”ltsg4″,”image”:””,”imageId”:””,”title”:”Le nombre de sentiers de promenade pr\u00e8s de l\u2019h\u00f4tel.”},”hcpqc”:{“id”:”hcpqc”,”image”:””,”imageId”:””,”title”:”La distance jusqu\u2019au chenil le plus pr\u00e8s.”},”vlfo9″:{“id”:”vlfo9″,”image”:””,”imageId”:””,”title”:”La politique d\u2019admission des animaux \u00e0 l\u2019h\u00f4tel. “,”isCorrect”:”1″}},”id”:”iu1d7″,”index”:16,”answerType”:”text”,”imageId”:””,”imagePlaceholderId”:””,”hint”:””},”czlbe”:{“title”:”Un client refuse le service de meilleure qualit\u00e9 qui lui est offert. Le niveau de service imm\u00e9diatement inf\u00e9rieur est alors offert. Quelle m\u00e9thode de vente est utilis\u00e9e?”,”mediaType”:”image”,”image”:””,”imageCredit”:””,”video”:””,”imagePlaceholder”:””,”desc”:””,”answers”:{“9pdpk”:{“id”:”9pdpk”,”image”:””,”imageId”:””,”title”:”La vente r\u00e9ciproque.”},”uugzz”:{“id”:”uugzz”,”image”:””,”imageId”:””,”title”:”La vente maximale.”},”qg650″:{“id”:”qg650″,”image”:””,”imageId”:””,”title”:”La vente d\u00e9gressive. “,”isCorrect”:”1″},”9ch73″:{“id”:”9ch73″,”image”:””,”imageId”:””,”title”:”La vente suggestive.”}},”id”:”czlbe”,”index”:17,”answerType”:”text”,”imageId”:””,”imagePlaceholderId”:””,”hint”:””},”47xtc”:{“title”:”Lorqu\u2019il inscrit une r\u00e9servation, comment le pr\u00e9pos\u00e9 aux r\u00e9servations peut-il maintenir un lien avec le client?”,”mediaType”:”image”,”image”:””,”imageCredit”:””,”video”:””,”imagePlaceholder”:””,”desc”:””,”answers”:{“77s5r”:{“id”:”77s5r”,”image”:””,”imageId”:””,”title”:”En passant en revue les d\u00e9tails de la r\u00e9servation et en proposant un tarif.”},”wz2yl”:{“id”:”wz2yl”,”image”:””,”imageId”:””,”title”:”En faisant des recommandations personnelles au client.”},”cb5io”:{“id”:”cb5io”,”image”:””,”imageId”:””,”title”:”En utilisant le nom du client au cours de la conversation. “,”isCorrect”:”1″},”7pfok”:{“id”:”7pfok”,”image”:””,”imageId”:””,”title”:”En offrant une assurance annulation.”}},”id”:”47xtc”,”index”:18,”answerType”:”text”,”imageId”:””,”imagePlaceholderId”:””,”hint”:””},”lnti7″:{“title”:”Quel type d\u2019information doit \u00eatre pris en compte pour d\u00e9terminer le tarif applicable \u00e0 un client qui veut r\u00e9server pour un groupe?”,”mediaType”:”image”,”image”:””,”imageCredit”:””,”video”:””,”imagePlaceholder”:””,”desc”:””,”answers”:{“gf4dt”:{“id”:”gf4dt”,”image”:””,”imageId”:””,”title”:”La disponibilit\u00e9 du produit.”},”5tagd”:{“id”:”5tagd”,”image”:””,”imageId”:””,”title”:”La cat\u00e9gorie de tarif. “,”isCorrect”:”1″},”wvcw6″:{“id”:”wvcw6″,”image”:””,”imageId”:””,”title”:”Les exigences de la politique.”},”jx1na”:{“id”:”jx1na”,”image”:””,”imageId”:””,”title”:”La date d\u2019arriv\u00e9e.”}},”id”:”lnti7″,”index”:19,”answerType”:”text”,”imageId”:””,”imagePlaceholderId”:””,”hint”:””},”xpglt”:{“title”:”Quels renseignements d\u2019origine doivent \u00eatre v\u00e9rifi\u00e9s pour modifier une r\u00e9servation?”,”mediaType”:”image”,”image”:””,”imageCredit”:””,”video”:””,”imagePlaceholder”:””,”desc”:””,”answers”:{“4pjg2”:{“id”:”4pjg2″,”image”:””,”imageId”:””,”title”:”Les dates d\u2019arriv\u00e9e et de d\u00e9part. “,”isCorrect”:”1″},”mfdpz”:{“id”:”mfdpz”,”image”:””,”imageId”:””,”title”:”Le nom du pr\u00e9pos\u00e9 qui a inscrit la r\u00e9servation.”},”uvz01″:{“id”:”uvz01″,”image”:””,”imageId”:””,”title”:”Le num\u00e9ro de la r\u00e9servation.”},”sse0t”:{“id”:”sse0t”,”image”:””,”imageId”:””,”title”:”La date de la r\u00e9servation initiale.”}},”id”:”xpglt”,”index”:20,”answerType”:”text”,”imageId”:””,”imagePlaceholderId”:””,”hint”:””},”4ces3″:{“title”:”Quelle information le pr\u00e9pos\u00e9 aux r\u00e9servations doit-il noter lorsqu\u2019un client modifie ou annule sa r\u00e9servation?”,”mediaType”:”image”,”image”:””,”imageCredit”:””,”video”:””,”imagePlaceholder”:””,”desc”:””,”answers”:{“wxoh8”:{“id”:”wxoh8″,”image”:””,”imageId”:””,”title”:”Le mode de paiement qui avait \u00e9t\u00e9 utilis\u00e9 pour la r\u00e9servation initiale.”},”7l7lo”:{“id”:”7l7lo”,”image”:””,”imageId”:””,”title”:”La raison pour laquelle la r\u00e9servation est annul\u00e9e ou modifi\u00e9e.”},”hio7o”:{“id”:”hio7o”,”image”:””,”imageId”:””,”title”:”La p\u00e9riode \u00e9coul\u00e9e entre la r\u00e9servation initiale et la modification ou l\u2019annulation.”},”3vuvn”:{“id”:”3vuvn”,”image”:””,”imageId”:””,”title”:”Le nom de la personne qui demande la modification ou l\u2019annulation. “,”isCorrect”:”1″}},”id”:”4ces3″,”index”:21,”answerType”:”text”,”imageId”:””,”imagePlaceholderId”:””,”hint”:””},”ief15″:{“title”:”Pourquoi est-il important de v\u00e9rifier la raison pour laquelle un remboursement est demand\u00e9?”,”mediaType”:”image”,”image”:””,”imageCredit”:””,”video”:””,”imagePlaceholder”:””,”desc”:””,”answers”:{“iuqmu”:{“id”:”iuqmu”,”image”:””,”imageId”:””,”title”:”Pour s\u2019assurer que le client ne commet pas une fraude.”},”b8g12″:{“id”:”b8g12″,”image”:””,”imageId”:””,”title”:”Pour aider l\u2019entreprise \u00e0 cerner les probl\u00e8mes potentiels. “,”isCorrect”:”1″},”q3k7x”:{“id”:”q3k7x”,”image”:””,”imageId”:””,”title”:”Pour noter l\u2019information exacte dans le journal de bord.”},”8xyej”:{“id”:”8xyej”,”image”:””,”imageId”:””,”title”:”Pour d\u00e9montrer que les remboursements ne sont pas faciles \u00e0 obtenir.”}},”id”:”ief15″,”index”:22,”answerType”:”text”,”imageId”:””,”imagePlaceholderId”:””,”hint”:””}}}

{“questions”:{“njuvo”:{“title”:”Un comportement conforme \u00e0 l’\u00e9thique suscite la confiance et le respect parmi les employ\u00e9s et les clients. Parmi les comportements suivants, lequel d\u00e9note l’\u00e9thique professionnelle de la part du superviseur?”,”mediaType”:”image”,”image”:””,”imageCredit”:””,”video”:””,”imagePlaceholder”:””,”desc”:””,”answers”:{“hg2wg”:{“id”:”hg2wg”,”image”:””,”imageId”:””,”title”:”Coordonner les t\u00e2ches.”},”pvim3″:{“id”:”pvim3″,”image”:””,”imageId”:””,”title”:”D\u00e9l\u00e9guer des t\u00e2ches. “},”mqow7”:{“id”:”mqow7″,”image”:””,”imageId”:””,”title”:”Respecter le secret professionnel. “,”isCorrect”:”1″},”1qyyh”:{“id”:”1qyyh”,”image”:””,”imageId”:””,”title”:”R\u00e9duire la confusion.”}},”id”:”njuvo”,”index”:0,”answerType”:”text”,”imageId”:””,”imagePlaceholderId”:””,”hint”:””},”o0kg3″:{“title”:”Louis planifie les t\u00e2ches qu’il doit accomplir d’ici la fin du mois. Pour d\u00e9terminer le temps n\u00e9cessaire \u00e0 l’accomplissement de chacune des t\u00e2ches, il tient compte de son exp\u00e9rience dans chaque domaine. Quel autre facteur devrait-il prendre en consid\u00e9ration?”,”mediaType”:”image”,”image”:””,”imageCredit”:””,”video”:””,”imagePlaceholder”:””,”desc”:””,”answers”:{“t4ban”:{“id”:”t4ban”,”image”:””,”imageId”:””,”title”:”De la formation disponible.”},”d4biz”:{“id”:”d4biz”,”image”:””,”imageId”:””,”title”:”Des id\u00e9es pour de nouveaux produits.”},”4yb6x”:{“id”:”4yb6x”,”image”:””,”imageId”:””,”title”:”Des retards possibles. “,”isCorrect”:”1″},”sje44″:{“id”:”sje44″,”image”:””,”imageId”:””,”title”:”Des objectifs \u00e0 court et \u00e0 long terme.”}},”id”:”o0kg3″,”index”:1,”answerType”:”text”,”imageId”:””,”imagePlaceholderId”:””,”hint”:””},”3kkwh”:{“title”:”Parmi les exemples suivants, lequel d\u00e9crit le mieux la pratique de l’\u00e9coute active?”,”mediaType”:”image”,”image”:””,”imageCredit”:””,”video”:””,”imagePlaceholder”:””,”desc”:””,”answers”:{“e7xe0”:{“id”:”e7xe0″,”image”:””,”imageId”:””,”title”:”Lorraine varie le ton, le volume et les inflexions de sa voix.”},”gvfdu”:{“id”:”gvfdu”,”image”:””,”imageId”:””,”title”:”Suzanne \u00e9tablit un contact visuel et s’interrompt pour poser des questions.”},”hikes”:{“id”:”hikes”,”image”:””,”imageId”:””,”title”:”Marc tient compte des besoins et des limites de son auditoire.”},”n1i40″:{“id”:”n1i40″,”image”:””,”imageId”:””,”title”:”L\u00e9a utilise un langage corporel et des indices verbaux qui expriment l’attention. “,”isCorrect”:”1″}},”id”:”3kkwh”,”index”:2,”answerType”:”text”,”imageId”:””,”imagePlaceholderId”:””,”hint”:””},”tiz2a”:{“title”:”Un superviseur est d\u00e9bord\u00e9 et doit d\u00e9l\u00e9guer des responsabilit\u00e9s \u00e0 d’autres employ\u00e9s. Il choisit d’attribuer \u00e0 Joan certaines t\u00e2ches pour lesquelles il la sait qualifi\u00e9e. Il lui indique ce qu’il y a \u00e0 faire et pour quelle date. Que doit-il faire d’autre avant de pr\u00e9sumer que Joan s’acquittera de ses responsabilit\u00e9s?”,”mediaType”:”image”,”image”:””,”imageCredit”:””,”video”:””,”imagePlaceholder”:””,”desc”:””,”answers”:{“lv8k7”:{“id”:”lv8k7″,”image”:””,”imageId”:””,”title”:”Demander \u00e0 Joan d’apposer ses initiales sur l’horaire de travail pour indiquer qu’elle est maintenant responsable des t\u00e2ches en question.”},”edmru”:{“id”:”edmru”,”image”:””,”imageId”:””,”title”:”Offrir \u00e0 Joan une prime pour l’accomplissement des t\u00e2ches d\u00e9l\u00e9gu\u00e9es.”},”47fhw”:{“id”:”47fhw”,”image”:””,”imageId”:””,”title”:”V\u00e9rifier que la charge de travail actuelle de Joan lui permettra de terminer le travail \u00e0 temps. “,”isCorrect”:”1″},”dt6vc”:{“id”:”dt6vc”,”image”:””,”imageId”:””,”title”:”Faire rapport de la situation au directeur pour qu’il puisse superviser les progr\u00e8s de Joan.”}},”id”:”tiz2a”,”index”:3,”answerType”:”text”,”imageId”:””,”imagePlaceholderId”:””,”hint”:””},”v717b”:{“title”:”Un superviseur suit les progr\u00e8s d’un nouvel employ\u00e9. Ce dernier est nerveux mais enthousiaste. Il donne un excellent service \u00e0 la client\u00e8le mais n’utilise pas la caisse enregistreuse correctement, ce qui occasionne des retards aux clients et aux autres employ\u00e9s. Le superviseur veut maintenir la motivation de l’employ\u00e9 mais il doit rectifier ses comportements erron\u00e9s. Quelle serait la meilleure chose \u00e0 dire \u00e0 l’employ\u00e9 dans ces circonstances?”,”mediaType”:”image”,”image”:””,”imageCredit”:””,”video”:””,”imagePlaceholder”:””,”desc”:””,”answers”:{“v82z9”:{“id”:”v82z9″,”image”:””,”imageId”:””,”title”:”\u00ab Je vous retire la responsabilit\u00e9 de la caisse enregistreuse jusqu’\u00e0 ce que vous sachiez l’utiliser correctement. \u00bb”},”1aerl”:{“id”:”1aerl”,”image”:””,”imageId”:””,”title”:”\u00ab C’est tr\u00e8s bien. Les clients sont tr\u00e8s \u00e0 l’aise avec vous. Revoyons les proc\u00e9dures concernant la caisse enregistreuse et je suis certain que vous parviendrez \u00e0 l’utiliser correctement. \u00bb “,”isCorrect”:”1″},”g2vg3″:{“id”:”g2vg3″,”image”:””,”imageId”:””,”title”:”\u00ab Vous avez caus\u00e9 des retards. Cela rend notre organisation moins rentable et il faut rectifier le tout. \u00bb”},”3gn7o”:{“id”:”3gn7o”,”image”:””,”imageId”:””,”title”:”\u00ab M\u00eame si vous vous entendez bien avec les clients, vous semblez avoir quelques difficult\u00e9s. Vous devez y rem\u00e9dier. \u00bb”}},”id”:”v717b”,”index”:4,”answerType”:”text”,”imageId”:””,”imagePlaceholderId”:””,”hint”:””},”mq2nc”:{“title”:”Un superviseur se tient constamment au courant des tendances de l’industrie et des changements dans les politiques gouvernementales en mati\u00e8re de tourisme. Cette information permet la croissance de l’organisation o\u00f9 travaille le superviseur. Comment le superviseur d\u00e9montre-t-il son leadership?”,”mediaType”:”image”,”image”:””,”imageCredit”:””,”video”:””,”imagePlaceholder”:””,”desc”:””,”answers”:{“5ics4”:{“id”:”5ics4″,”image”:””,”imageId”:””,”title”:”En mettant en oeuvre des politiques et des proc\u00e9dures.”},”77s08″:{“id”:”77s08″,”image”:””,”imageId”:””,”title”:”En faisant la promotion de l’image de l’industrie.”},”l1tz6″:{“id”:”l1tz6″,”image”:””,”imageId”:””,”title”:”En diffusant l’information au sein de l’organisation.”},”m862z”:{“id”:”m862z”,”image”:””,”imageId”:””,”title”:”En pr\u00e9parant et en favorisant le changement. “,”isCorrect”:”1″}},”id”:”mq2nc”,”index”:5,”answerType”:”text”,”imageId”:””,”imagePlaceholderId”:””,”hint”:””},”57d39″:{“title”:”Un superviseur apprend qu’il y aura bient\u00f4t un changement de politique quant aux endroits o\u00f9 les employ\u00e9s sont autoris\u00e9s \u00e0 prendre leurs pauses. Il organise une r\u00e9union du personnel pour transmettre l’information aux employ\u00e9s et indique que la nouvelle politique entrera en vigueur dans une semaine. Que doit ajouter le superviseur \u00e0 son message pour faciliter le changement?”,”mediaType”:”image”,”image”:””,”imageCredit”:””,”video”:””,”imagePlaceholder”:””,”desc”:””,”answers”:{“lf40f”:{“id”:”lf40f”,”image”:””,”imageId”:””,”title”:”Le nom de la personne ayant d\u00e9cid\u00e9 de ce changement de politique.”},”w8swa”:{“id”:”w8swa”,”image”:””,”imageId”:””,”title”:”La raison pour laquelle la politique est chang\u00e9e. “,”isCorrect”:”1″},”kdfqc”:{“id”:”kdfqc”,”image”:””,”imageId”:””,”title”:”Que toute personne qui enfreindra la nouvelle politique sera s\u00e9v\u00e8rement punie.”},”a8s3i”:{“id”:”a8s3i”,”image”:””,”imageId”:””,”title”:”Qu’il s’attend \u00e0 ce que les employ\u00e9s se surveillent mutuellement pendant les pauses.”}},”id”:”57d39″,”index”:6,”answerType”:”text”,”imageId”:””,”imagePlaceholderId”:””,”hint”:””},”85qjh”:{“title”:”Quelle est la premi\u00e8re \u00e9tape de toute r\u00e9solution de probl\u00e8me?”,”mediaType”:”image”,”image”:””,”imageCredit”:””,”video”:””,”imagePlaceholder”:””,”desc”:””,”answers”:{“8c2dn”:{“id”:”8c2dn”,”image”:””,”imageId”:””,”title”:”Trouver des solutions possibles.”},”cfmi7″:{“id”:”cfmi7″,”image”:””,”imageId”:””,”title”:”\u00c9valuer les solutions possibles.”},”kmeek”:{“id”:”kmeek”,”image”:””,”imageId”:””,”title”:”D\u00e9finir le probl\u00e8me.”,”isCorrect”:”1″},”rxl3v”:{“id”:”rxl3v”,”image”:””,”imageId”:””,”title”:”Documenter le probl\u00e8me et la solution.”}},”id”:”85qjh”,”index”:7,”answerType”:”text”,”imageId”:””,”imagePlaceholderId”:””,”hint”:””},”854km”:{“title”:”\u00c0 quel moment les conditions d’emploi, telles que le salaire, les avantages sociaux et la p\u00e9riode d’essai, doivent-elles \u00eatre confirm\u00e9es avec un candidat \u00e0 l’emploi?”,”mediaType”:”image”,”image”:””,”imageCredit”:””,”video”:””,”imagePlaceholder”:””,”desc”:””,”answers”:{“yucky”:{“id”:”yucky”,”image”:””,”imageId”:””,”title”:”Au moment de faire l’offre d’emploi. “,”isCorrect”:”1″},”a7u9i”:{“id”:”a7u9i”,”image”:””,”imageId”:””,”title”:”Pendant l’entrevue t\u00e9l\u00e9phonique de pr\u00e9-s\u00e9lection.”},”la5xz”:{“id”:”la5xz”,”image”:””,”imageId”:””,”title”:”Pendant l’entrevue.”},”sna90″:{“id”:”sna90″,”image”:””,”imageId”:””,”title”:”Lors du premier jour de travail.”}},”id”:”854km”,”index”:8,”answerType”:”text”,”imageId”:””,”imagePlaceholderId”:””,”hint”:””},”bc3q3″:{“title”:”Pourquoi est-il important de faire le suivi d’une s\u00e9ance de formation dans l’organisation?”,”mediaType”:”image”,”image”:””,”imageCredit”:””,”video”:””,”imagePlaceholder”:””,”desc”:””,”answers”:{“t1cdt”:{“id”:”t1cdt”,”image”:””,”imageId”:””,”title”:”Cela permet de conserver une attitude positive face aux solutions de probl\u00e8mes. “},”wmvwd”:{“id”:”wmvwd”,”image”:””,”imageId”:””,”title”:”Cela aide les employ\u00e9s \u00e0 atteindre les objectifs d’apprentissage.”},”oeths”:{“id”:”oeths”,”image”:””,”imageId”:””,”title”:”Mesurer l’impact et passer en revue les r\u00e9sultats. “,”isCorrect”:”1″},”wdtoa”:{“id”:”wdtoa”,”image”:””,”imageId”:””,”title”:”Ajuster les s\u00e9ances pour inclure toutes les attentes.”}},”id”:”bc3q3″,”index”:9,”answerType”:”text”,”imageId”:””,”imagePlaceholderId”:””,”hint”:””},”d9p2a”:{“title”:”Quel moyen le superviseur peut-il utiliser pour offrir \u00e0 un employ\u00e9 une r\u00e9troaction sur ses comp\u00e9tences, ses connaissances et ses attitudes pendant l’\u00e9valuation de rendement?”,”mediaType”:”image”,”image”:””,”imageCredit”:””,”video”:””,”imagePlaceholder”:””,”desc”:””,”answers”:{“g8lw6”:{“id”:”g8lw6″,”image”:””,”imageId”:””,”title”:”Utiliser des exemples de comportement pr\u00e9cis. “,”isCorrect”:”1″},”rw45c”:{“id”:”rw45c”,”image”:””,”imageId”:””,”title”:”Comparer l’employ\u00e9 \u00e0 ses coll\u00e8gues.”},”vwp9r”:{“id”:”vwp9r”,”image”:””,”imageId”:””,”title”:”Faire passer un examen \u00e9crit et donner des commentaires.”}},”id”:”d9p2a”,”index”:10,”answerType”:”text”,”imageId”:””,”imagePlaceholderId”:””,”hint”:””},”tpsyn”:{“title”:”Un superviseur discute avec un employ\u00e9 des fr\u00e9quents retards de ce dernier. L’employ\u00e9 est arriv\u00e9 en retard trois fois sur cinq cette semaine. Que doit faire le superviseur pour \u00eatre s\u00fbr que l’employ\u00e9 comprenne bien que la ponctualit\u00e9 est de mise dor\u00e9navant?”,”mediaType”:”image”,”image”:””,”imageCredit”:””,”video”:””,”imagePlaceholder”:””,”desc”:””,”answers”:{“dfmwz”:{“id”:”dfmwz”,”image”:””,”imageId”:””,”title”:”Appeler l’employ\u00e9 pour l’avertir avant chaque quart de travail.”},”dcns6″:{“id”:”dcns6″,”image”:””,”imageId”:””,”title”:”D\u00e9crire les cons\u00e9quences du non-respect. “,”isCorrect”:”1″},”n3mwe”:{“id”:”n3mwe”,”image”:””,”imageId”:””,”title”:”Menacer l’employ\u00e9 de mesures s\u00e9v\u00e8res.”},”4fqty”:{“id”:”4fqty”,”image”:””,”imageId”:””,”title”:”Cong\u00e9dier l’employ\u00e9.”}},”id”:”tpsyn”,”index”:11,”answerType”:”text”,”imageId”:””,”imagePlaceholderId”:””,”hint”:””},”wpwfq”:{“title”:”Que doit faire un superviseur qui se pr\u00e9pare \u00e0 intervenir dans un conflit entre employ\u00e9s?”,”mediaType”:”image”,”image”:””,”imageCredit”:””,”video”:””,”imagePlaceholder”:””,”desc”:””,”answers”:{“nss6h”:{“id”:”nss6h”,”image”:””,”imageId”:””,”title”:”Consulter les dossiers du personnel pour obtenir de l’information de base. “,”isCorrect”:”1″},”blxpo”:{“id”:”blxpo”,”image”:””,”imageId”:””,”title”:”Faire savoir aux employ\u00e9s en cause qu’ils font l’objet d’une \u00e9valuation.”},”rly0r”:{“id”:”rly0r”,”image”:””,”imageId”:””,”title”:”Tenir une r\u00e9union du personnel pour discuter du conflit avec tous les employ\u00e9s.”},”5yd7a”:{“id”:”5yd7a”,”image”:””,”imageId”:””,”title”:”Documenter le probl\u00e8me avant de s’adresser aux employ\u00e9s.”}},”id”:”wpwfq”,”index”:12,”answerType”:”text”,”imageId”:””,”imagePlaceholderId”:””,”hint”:””},”evp59″:{“title”:”Parmi les propositions suivantes, laquelle constitue un moyen pour le superviseur de contr\u00f4ler la qualit\u00e9 des produits et services fournis par l’organisation?”,”mediaType”:”image”,”image”:””,”imageCredit”:””,”video”:””,”imagePlaceholder”:””,”desc”:””,”answers”:{“a7x96”:{“id”:”a7x96″,”image”:””,”imageId”:””,”title”:”Faire faire des v\u00e9rifications ponctuelles des produits et services par la direction.”},”qeind”:{“id”:”qeind”,”image”:””,”imageId”:””,”title”:”Faire conna\u00eetre les normes de l’organisation aux employ\u00e9s.”,”isCorrect”:”1″},”2raw7″:{“id”:”2raw7″,”image”:””,”imageId”:””,”title”:”D\u00e9l\u00e9guer les t\u00e2ches de routine aux employ\u00e9s.”},”jltdo”:{“id”:”jltdo”,”image”:””,”imageId”:””,”title”:”Changer les normes afin de correspondre au niveau de comp\u00e9tences des employ\u00e9s.”}},”id”:”evp59″,”index”:13,”answerType”:”text”,”imageId”:””,”imagePlaceholderId”:””,”hint”:””},”8cif0″:{“title”:”Un client se plaint aupr\u00e8s de la superviseure qu’un employ\u00e9 a \u00e9t\u00e9 d\u00e9plaisant avec lui. Il affirme que l’employ\u00e9 n’a pas voulu \u00e9couter sa plainte et l’a renvoy\u00e9 \u00e0 quelqu’un d’autre. La superviseure pr\u00e9sente ses excuses mais elle explique qu’il n’est pas dans les t\u00e2ches cet employ\u00e9 d’\u00e9couter les plaintes concernant ce sujet en particulier et que l’employ\u00e9 en question ne se sent pas bien aujourd’hui. Elle demande au client ce qu’elle peut faire pour r\u00e9soudre le probl\u00e8me. Elle reprend contact avec le client plus tard pour v\u00e9rifier si le probl\u00e8me est r\u00e9gl\u00e9. Quelle a \u00e9t\u00e9 l’ERREUR de la superviseure?”,”mediaType”:”image”,”image”:””,”imageCredit”:””,”video”:””,”imagePlaceholder”:””,”desc”:””,”answers”:{“uepxq”:{“id”:”uepxq”,”image”:””,”imageId”:””,”title”:”Elle n’aurait pas d\u00fb pr\u00e9senter ses excuses au client.”},”g5nx0″:{“id”:”g5nx0″,”image”:””,”imageId”:””,”title”:”Elle n’aurait pas d\u00fb excuser l’employ\u00e9. “,”isCorrect”:”1″},”0jr8k”:{“id”:”0jr8k”,”image”:””,”imageId”:””,”title”:”Elle aurait d\u00fb demander \u00e0 l’employ\u00e9 de faire le suivi aupr\u00e8s du client.”},”rucjy”:{“id”:”rucjy”,”image”:””,”imageId”:””,”title”:”Elle aurait d\u00fb faire remplir un formulaire de plainte par le client avant de discuter de la question.”}},”id”:”8cif0″,”index”:14,”answerType”:”text”,”imageId”:””,”imagePlaceholderId”:””,”hint”:””},”iaho3″:{“title”:”Que signifie SIMDUT?”,”mediaType”:”image”,”image”:””,”imageCredit”:””,”video”:””,”imagePlaceholder”:””,”desc”:””,”answers”:{“56en3”:{“id”:”56en3″,”image”:””,”imageId”:””,”title”:”S\u00e9curit\u00e9 importante avec les mati\u00e8res dangereuses et leur utilisation par les travailleurs.”},”clq4i”:{“id”:”clq4i”,”image”:””,”imageId”:””,”title”:”Syst\u00e8me d\u2019information sur les mati\u00e8res dangereuses utilis\u00e9es au travail. “,”isCorrect”:”1″},”38nnl”:{“id”:”38nnl”,”image”:””,”imageId”:””,”title”:”Synth\u00e8se d\u2019information sur les mat\u00e9riels dangereux et les utilisations tangibles.”},”4pj6j”:{“id”:”4pj6j”,”image”:””,”imageId”:””,”title”:”Syst\u00e8me isotopique et mati\u00e8res dangereuses uniformes pour les travailleurs.”}},”id”:”iaho3″,”index”:15,”answerType”:”text”,”imageId”:””,”imagePlaceholderId”:””,”hint”:””},”brrus”:{“title”:”Une organisation doit conna\u00eetre les tendances de l\u2019industrie, essayer d\u2019augmenter ses parts de march\u00e9 et gagner en visibilit\u00e9 dans des secteurs o\u00f9 elle peut s\u2019am\u00e9liorer. Quelle m\u00e9thode permet d\u2019atteindre cet objectif?”,”mediaType”:”image”,”image”:””,”imageCredit”:””,”video”:””,”imagePlaceholder”:””,”desc”:””,”answers”:{“6v6yv”:{“id”:”6v6yv”,”image”:””,”imageId”:””,”title”:”Participer \u00e0 des activit\u00e9s communautaires.”},”5vfmz”:{“id”:”5vfmz”,”image”:””,”imageId”:””,”title”:”Effectuer des sondages de satisfaction aupr\u00e8s des clients.”},”95sfr”:{“id”:”95sfr”,”image”:””,”imageId”:””,”title”:”Faire des \u00e9valuations de march\u00e9.”},”shdll”:{“id”:”shdll”,”image”:””,”imageId”:””,”title”:”\u00c9valuer la concurrence. “,”isCorrect”:”1″}},”id”:”brrus”,”index”:16,”answerType”:”text”,”imageId”:””,”imagePlaceholderId”:””,”hint”:””},”g6rfv”:{“title”:”Une nouvelle politique en mati\u00e8re de service \u00e0 la client\u00e8le a \u00e9t\u00e9 introduite \u00e0 l\u2019h\u00f4tel o\u00f9 Maureen travaille. Elle doit s\u2019assurer que les employ\u00e9s qu\u2019elle supervise se conforment \u00e0 cette nouvelle politique. Que doit-elle faire avant de mettre le personnel au courant?”,”mediaType”:”image”,”image”:””,”imageCredit”:””,”video”:””,”imagePlaceholder”:””,”desc”:””,”answers”:{“42dbb”:{“id”:”42dbb”,”image”:””,”imageId”:””,”title”:”\u00c9valuer les r\u00e9actions du personnel.”},”ptnfs”:{“id”:”ptnfs”,”image”:””,”imageId”:””,”title”:”Clarifier l\u2019objectif. “,”isCorrect”:”1″},”f27pj”:{“id”:”f27pj”,”image”:””,”imageId”:””,”title”:”D\u00e9terminer l\u2019impact de la nouvelle politique.”},”qbxj4″:{“id”:”qbxj4″,”image”:””,”imageId”:””,”title”:”D\u00e9terminer les solutions de rechange.”}},”id”:”g6rfv”,”index”:17,”answerType”:”text”,”imageId”:””,”imagePlaceholderId”:””,”hint”:””},”ljdmj”:{“title”:”Normand est superviseur au service \u00e0 la client\u00e8le d\u2019un grand magasin. Que peut-il faire pour participer aux activit\u00e9s de planification d’affaires?”,”mediaType”:”image”,”image”:””,”imageCredit”:””,”video”:””,”imagePlaceholder”:””,”desc”:””,”answers”:{“3xl0h”:{“id”:”3xl0h”,”image”:””,”imageId”:””,”title”:”S\u2019assurer que la tenue de dossiers est rigoureuse.”},”tex83″:{“id”:”tex83″,”image”:””,”imageId”:””,”title”:”Respecter la structure organisationnelle.”},”72bko”:{“id”:”72bko”,”image”:””,”imageId”:””,”title”:”Passer en revue les buts et les objectifs.”},”t28k3″:{“id”:”t28k3″,”image”:””,”imageId”:””,”title”:”Proposer des fa\u00e7ons d\u2019am\u00e9liorer l\u2019efficacit\u00e9. “,”isCorrect”:”1″}},”id”:”ljdmj”,”index”:18,”answerType”:”text”,”imageId”:””,”imagePlaceholderId”:””,”hint”:””},”une34″:{“title”:”Quelle est la premi\u00e8re \u00e9tape lorsqu\u2019on met un plan d\u2019action en \u0153uvre?”,”mediaType”:”image”,”image”:””,”imageCredit”:””,”video”:””,”imagePlaceholder”:””,”desc”:””,”answers”:{“ukl2g”:{“id”:”ukl2g”,”image”:””,”imageId”:””,”title”:”Ajuster.”},”yh9ss”:{“id”:”yh9ss”,”image”:””,”imageId”:””,”title”:”Communiquer. “,”isCorrect”:”1″},”qfqwv”:{“id”:”qfqwv”,”image”:””,”imageId”:””,”title”:”\u00c9valuer.”},”cwgtd”:{“id”:”cwgtd”,”image”:””,”imageId”:””,”title”:”Surveiller.”}},”id”:”une34″,”index”:19,”answerType”:”text”,”imageId”:””,”imagePlaceholderId”:””,”hint”:””},”08g61″:{“title”:”Shelley est superviseure dans un restaurant. Elle est responsable de la mise en \u0153uvre de la nouvelle l\u00e9gislation de l\u2019organisation. Que doit-elle faire pour s\u2019assurer que l\u2019organisation observe la nouvelle l\u00e9gislation?”,”mediaType”:”image”,”image”:””,”imageCredit”:””,”video”:””,”imagePlaceholder”:””,”desc”:””,”answers”:{“7pf2s”:{“id”:”7pf2s”,”image”:””,”imageId”:””,”title”:”Demander des \u00e9claircissements \u00e0 un avocat.”},”vrgig”:{“id”:”vrgig”,”image”:””,”imageId”:””,”title”:”Conserver la documentation dans son bureau.”},”fkju5″:{“id”:”fkju5″,”image”:””,”imageId”:””,”title”:”Informer les employ\u00e9s de leurs obligations l\u00e9gales. “,”isCorrect”:”1″},”8nfhz”:{“id”:”8nfhz”,”image”:””,”imageId”:””,”title”:”Chercher d\u2019autres recours judiciaires.”}},”id”:”08g61″,”index”:20,”answerType”:”text”,”imageId”:””,”imagePlaceholderId”:””,”hint”:””},”jk0w7″:{“title”:”Robert a \u00e9t\u00e9 charg\u00e9 d\u2019informer les employ\u00e9s des exigences et des conditions stipul\u00e9es dans leur contrat de travail. Il n\u2019est pas certain de bien comprendre les exigences lui-m\u00eame. 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{“questions”:{“5ais3”:{“title”:”Indiquez deux parties de la vigne.”,”mediaType”:”image”,”image”:””,”imageCredit”:””,”video”:””,”imagePlaceholder”:””,”desc”:””,”answers”:{“j11g4”:{“id”:”j11g4″,”image”:””,”imageId”:””,”title”:”La feuille et le n\u0153ud. “,”isCorrect”:”1″},”hkspu”:{“id”:”hkspu”,”image”:””,”imageId”:””,”title”:”La grappe et la tige.”},”4m31a”:{“id”:”4m31a”,”image”:””,”imageId”:””,”title”:”Les racines et la queue.”},”66muu”:{“id”:”66muu”,”image”:””,”imageId”:””,”title”:”La vrille et le raisin.”}},”id”:”5ais3″,”index”:0,”answerType”:”text”,”imageId”:””,”imagePlaceholderId”:””,”hint”:””},”bodx4″:{“title”:”Indiquez une caract\u00e9ristique du \u00ab terroir \u00bb.”,”mediaType”:”image”,”image”:””,”imageCredit”:””,”video”:””,”imagePlaceholder”:””,”desc”:””,”answers”:{“lnscm”:{“id”:”lnscm”,”image”:””,”imageId”:””,”title”:”Le drainage. “,”isCorrect”:”1″},”1mx65″:{“id”:”1mx65″,”image”:””,”imageId”:””,”title”:”L\u2019\u00e9mondage.”},”93gxx”:{“id”:”93gxx”,”image”:””,”imageId”:””,”title”:”Les fertilisants.”},”0dl7x”:{“id”:”0dl7x”,”image”:””,”imageId”:””,”title”:”Les vendanges.”}},”id”:”bodx4″,”index”:1,”answerType”:”text”,”imageId”:””,”imagePlaceholderId”:””,”hint”:””},”uhi5h”:{“title”:”Les processus de vinification en blanc et en rouge pr\u00e9sentent une diff\u00e9rence essentielle. 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{“questions”:{“l18uj”:{“title”:”Ethical behaviour builds trust and respect with employees and customers. A supervisor can demonstrate ethical behaviour by:”,”mediaType”:”image”,”image”:””,”imageCredit”:””,”video”:””,”imagePlaceholder”:””,”desc”:””,”answers”:{“ovt7t”:{“id”:”ovt7t”,”image”:””,”imageId”:””,”title”:”Coordinating work activities.”},”t21l7″:{“id”:”t21l7″,”image”:””,”imageId”:””,”title”:”Delegating tasks.”},”9oo6b”:{“id”:”9oo6b”,”image”:””,”imageId”:””,”title”:”Maintaining confidentiality. “,”isCorrect”:”1″},”i4zcj”:{“id”:”i4zcj”,”image”:””,”imageId”:””,”title”:”Reducing confusion.”}},”id”:”l18uj”,”index”:0,”answerType”:”text”,”imageId”:””,”imagePlaceholderId”:””,”hint”:””},”x8jd1″:{“title”:”Larry is scheduling tasks he needs to complete by the end of the month. When determining the amount of time he needs for each task he considers the amount of experience he has with each. 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The supervisor knows that an employee named Joan has the skills to complete some tasks, so she assigns those tasks to Joan. She tells Joan what is required and by when. What else should she do before assuming that Joan will complete the delegated tasks?”,”mediaType”:”image”,”image”:””,”imageCredit”:””,”video”:””,”imagePlaceholder”:””,”desc”:””,”answers”:{“hui34”:{“id”:”hui34″,”image”:””,”imageId”:””,”title”:”Ask Joan to initial the work schedule to show that she is now responsible for the tasks.”},”34pgm”:{“id”:”34pgm”,”image”:””,”imageId”:””,”title”:”Offer an incentive to Joan for the successful completion of the tasks.”},”gr1k9″:{“id”:”gr1k9″,”image”:””,”imageId”:””,”title”:”Confirm that Joan\u2019s workload will allow her to complete the tasks on time. “,”isCorrect”:”1″},”7gd9r”:{“id”:”7gd9r”,”image”:””,”imageId”:””,”title”:”Report the situation to management so that they can monitor Joan\u2019s progress.”}},”id”:”lou7i”,”index”:3,”answerType”:”text”,”imageId”:””,”imagePlaceholderId”:””,”hint”:””},”sdyji”:{“title”:”A supervisor has been monitoring a new employee\u2019s progress. The new employee is nervous, but enthusiastic. He provides great customer service, but has been using the cash register incorrectly, causing delays for customers and other employees. The supervisor wants to keep the new employee motivated, but needs to correct the behaviour. Which of the following would be appropriate for the supervisor to say to the employee in this situation?”,”mediaType”:”image”,”image”:””,”imageCredit”:””,”video”:””,”imagePlaceholder”:””,”desc”:””,”answers”:{“3np2o”:{“id”:”3np2o”,”image”:””,”imageId”:””,”title”:”\u201cI\u2019m going to move you away from the cash register until you know how to use it properly.\u201d”},”owqhv”:{“id”:”owqhv”,”image”:””,”imageId”:””,”title”:”\u201cIt\u2019s great, customers are very comfortable with you. Let\u2019s go over the cash register procedures again, and I\u2019m sure that you\u2019ll be able to do it.\u201d “,”isCorrect”:”1″},”d2f5i”:{“id”:”d2f5i”,”image”:””,”imageId”:””,”title”:”\u201cYou\u2019ve been causing delays. It\u2019s making our business inefficient and we\u2019re going to have to fix that up.\u201d”},”320hb”:{“id”:”320hb”,”image”:””,”imageId”:””,”title”:”\u201cWhile you get along really well with the customers, you seem to be having some troubles. Please correct this.\u201d”}},”id”:”sdyji”,”index”:4,”answerType”:”text”,”imageId”:””,”imagePlaceholderId”:””,”hint”:””},”v4ph9″:{“title”:”A supervisor constantly keeps up-to-date on industry trends and changes in government policy that affect the tourism industry. This information is used to promote the growth of the supervisor\u2019s organization. How is the supervisor demonstrating leadership skills?”,”mediaType”:”image”,”image”:””,”imageCredit”:””,”video”:””,”imagePlaceholder”:””,”desc”:””,”answers”:{“gla6b”:{“id”:”gla6b”,”image”:””,”imageId”:””,”title”:”By implementing policies and procedures.”},”1c132″:{“id”:”1c132″,”image”:””,”imageId”:””,”title”:”By promoting the image of the industry.”},”8ziu4″:{“id”:”8ziu4″,”image”:””,”imageId”:””,”title”:”By communicating within the organization.”},”t25h2″:{“id”:”t25h2″,”image”:””,”imageId”:””,”title”:”By preparing for and facilitating change. “,”isCorrect”:”1″}},”id”:”v4ph9″,”index”:5,”answerType”:”text”,”imageId”:””,”imagePlaceholderId”:””,”hint”:””},”pao13″:{“title”:”A supervisor has been told that there is going to be a change in the policy regarding where employees are allowed to take their breaks. He holds a staff meeting to tell the employees about this, and indicates that the change will take effect in one-week\u2019s time. What else should he include in his message to help facilitate the change?”,”mediaType”:”image”,”image”:””,”imageCredit”:””,”video”:””,”imagePlaceholder”:””,”desc”:””,”answers”:{“ux857”:{“id”:”ux857″,”image”:””,”imageId”:””,”title”:”Who is responsible for the decision to change the policy.”},”luctk”:{“id”:”luctk”,”image”:””,”imageId”:””,”title”:”The reason the break policy is being changed. “,”isCorrect”:”1″},”wuivp”:{“id”:”wuivp”,”image”:””,”imageId”:””,”title”:”That anyone breaking the new policy will be severely disciplined.”},”1jt1g”:{“id”:”1jt1g”,”image”:””,”imageId”:””,”title”:”That he will expect employees to monitor each other during breaks.”}},”id”:”pao13″,”index”:6,”answerType”:”text”,”imageId”:””,”imagePlaceholderId”:””,”hint”:””},”9vmb8″:{“title”:”What is the first step to solving any problem?”,”mediaType”:”image”,”image”:””,”imageCredit”:””,”video”:””,”imagePlaceholder”:””,”desc”:””,”answers”:{“0sd4l”:{“id”:”0sd4l”,”image”:””,”imageId”:””,”title”:”Generating possible solutions.”},”9ldn0″:{“id”:”9ldn0″,”image”:””,”imageId”:””,”title”:”Evaluating possible solutions.”},”bvfd4″:{“id”:”bvfd4″,”image”:””,”imageId”:””,”title”:”Defining the problem. “,”isCorrect”:”1″},”vy13k”:{“id”:”vy13k”,”image”:””,”imageId”:””,”title”:”Documenting the issue and solution.”}},”id”:”9vmb8″,”index”:7,”answerType”:”text”,”imageId”:””,”imagePlaceholderId”:””,”hint”:””},”qwch1″:{“title”:”When should the conditions of employment, such as the salary, benefit package and probationary period be confirmed with a candidate?”,”mediaType”:”image”,”image”:””,”imageCredit”:””,”video”:””,”imagePlaceholder”:””,”desc”:””,”answers”:{“zrp9l”:{“id”:”zrp9l”,”image”:””,”imageId”:””,”title”:”When making the job offer. “,”isCorrect”:”1″},”r4xub”:{“id”:”r4xub”,”image”:””,”imageId”:””,”title”:”During the pre-screening telephone interview. “},”8e28g”:{“id”:”8e28g”,”image”:””,”imageId”:””,”title”:”During the in-person interview.”},”ajjxc”:{“id”:”ajjxc”,”image”:””,”imageId”:””,”title”:”On the first day of employment.”}},”id”:”qwch1″,”index”:8,”answerType”:”text”,”imageId”:””,”imagePlaceholderId”:””,”hint”:””},”rb0ld”:{“title”:”Why is it important to follow up on a training session within the organization?”,”mediaType”:”image”,”image”:””,”imageCredit”:””,”video”:””,”imagePlaceholder”:””,”desc”:””,”answers”:{“e5a7w”:{“id”:”e5a7w”,”image”:””,”imageId”:””,”title”:”Ensures a positive approach to solutions of problems.”},”w5d4r”:{“id”:”w5d4r”,”image”:””,”imageId”:””,”title”:”Helps employees achieve learning goals.”},”9mk2n”:{“id”:”9mk2n”,”image”:””,”imageId”:””,”title”:”Measures the impact and review results. “,”isCorrect”:”1″},”h2nt8″:{“id”:”h2nt8″,”image”:””,”imageId”:””,”title”:”Adjusts sessions to encompass expectations.”}},”id”:”rb0ld”,”index”:9,”answerType”:”text”,”imageId”:””,”imagePlaceholderId”:””,”hint”:””},”lbwca”:{“title”:”How should a supervisor provide feedback to an employee about his\/her skills, knowledge and attitudes during a performance review?”,”mediaType”:”image”,”image”:””,”imageCredit”:””,”video”:””,”imagePlaceholder”:””,”desc”:””,”answers”:{“7mdju”:{“id”:”7mdju”,”image”:””,”imageId”:””,”title”:”Use specific examples of behaviour. “,”isCorrect”:”1″},”b3ngx”:{“id”:”b3ngx”,”image”:””,”imageId”:””,”title”:”Only use self-evaluation.”},”lfsdo”:{“id”:”lfsdo”,”image”:””,”imageId”:””,”title”:”Compare this employee with co-workers.”},”dg3hs”:{“id”:”dg3hs”,”image”:””,”imageId”:””,”title”:”Use a written examination and provide feedback.”}},”id”:”lbwca”,”index”:10,”answerType”:”text”,”imageId”:””,”imagePlaceholderId”:””,”hint”:””},”ucg6q”:{“title”:”A supervisor has spoken to an employee about his chronic lateness. The employee has been late for his shift three out of five days this week. What should the supervisor do to ensure the employee understands that punctuality is expected from now on? question12 – Display Name: A supervisor has spoken to an employee about his chronic lateness. The employee has been late for his shift three out of five days this week. What should the supervisor do to ensure the employee understands that punctuality is expected from now on?”,”mediaType”:”image”,”image”:””,”imageCredit”:””,”video”:””,”imagePlaceholder”:””,”desc”:””,”answers”:{“ogf14”:{“id”:”ogf14″,”image”:””,”imageId”:””,”title”:”Call and remind the employee prior to every shift.”},”wb9b0″:{“id”:”wb9b0″,”image”:””,”imageId”:””,”title”:”Outline consequences of non-compliance. “,”isCorrect”:”1″},”afwqh”:{“id”:”afwqh”,”image”:””,”imageId”:””,”title”:”Threaten employee with future action.”},”xvvfi”:{“id”:”xvvfi”,”image”:””,”imageId”:””,”title”:”Dismiss employee.”}},”id”:”ucg6q”,”index”:11,”answerType”:”text”,”imageId”:””,”imagePlaceholderId”:””,”hint”:””},”77mpq”:{“title”:”What should a supervisor do when preparing to handle a conflict between two employees?”,”mediaType”:”image”,”image”:””,”imageCredit”:””,”video”:””,”imagePlaceholder”:””,”desc”:””,”answers”:{“rax32”:{“id”:”rax32″,”image”:””,”imageId”:””,”title”:”Refer to personnel files for background information. “,”isCorrect”:”1″},”tincp”:{“id”:”tincp”,”image”:””,”imageId”:””,”title”:”Inform the involved employees that they are under review.”},”0vl3b”:{“id”:”0vl3b”,”image”:””,”imageId”:””,”title”:”Hold a staff meeting to discuss the conflict with all employees.”},”zaacq”:{“id”:”zaacq”,”image”:””,”imageId”:””,”title”:”Document the issue before speaking with employees.”}},”id”:”77mpq”,”index”:12,”answerType”:”text”,”imageId”:””,”imagePlaceholderId”:””,”hint”:””},”nb9xk”:{“title”:”What is one way that a supervisor can control the quality of products and services that the organization delivers?”,”mediaType”:”image”,”image”:””,”imageCredit”:””,”video”:””,”imagePlaceholder”:””,”desc”:””,”answers”:{“537fy”:{“id”:”537fy”,”image”:””,”imageId”:””,”title”:”Ensure that the manager spot-checks products and services.”},”6ahvn”:{“id”:”6ahvn”,”image”:””,”imageId”:””,”title”:”Communicate the standards to the employees. “,”isCorrect”:”1″},”rjf2a”:{“id”:”rjf2a”,”image”:””,”imageId”:””,”title”:”Delegate routine tasks to employees”},”36ynu”:{“id”:”36ynu”,”image”:””,”imageId”:””,”title”:”Change the standards to adjust to the skill levels of the employees.”}},”id”:”nb9xk”,”index”:13,”answerType”:”text”,”imageId”:””,”imagePlaceholderId”:””,”hint”:””},”99t6d”:{“title”:”A customer approaches a supervisor and complains that an employee has been rude to him. He says that the employee would not listen to his complaint, and told him to speak to someone else. The supervisor tells the customer that she\u2019s sorry, but that it\u2019s not the employee\u2019s job to listen to complaints about that topic, and that that particular employee is feeling ill today. She asks the customer what she can do to solve the problem. She contacts the customer later to ensure the situation has been resolved. What did the supervisor do WRONG?”,”mediaType”:”image”,”image”:””,”imageCredit”:””,”video”:””,”imagePlaceholder”:””,”desc”:””,”answers”:{“a23s6”:{“id”:”a23s6″,”image”:””,”imageId”:””,”title”:”She should not have apologized to the customer.”},”7xw5w”:{“id”:”7xw5w”,”image”:””,”imageId”:””,”title”:”She should not have made excuses for the employee. “,”isCorrect”:”1″},”zsbu3″:{“id”:”zsbu3″,”image”:””,”imageId”:””,”title”:”She should have asked the employee to follow up with the customer.”},”g6d59″:{“id”:”g6d59″,”image”:””,”imageId”:””,”title”:”She should have had the customer fill out a complaint form before discussing the issue.”}},”id”:”99t6d”,”index”:14,”answerType”:”text”,”imageId”:””,”imagePlaceholderId”:””,”hint”:””},”2bfyu”:{“title”:”What is WHMIS?”,”mediaType”:”image”,”image”:””,”imageCredit”:””,”video”:””,”imagePlaceholder”:””,”desc”:””,”answers”:{“9kbo5”:{“id”:”9kbo5″,”image”:””,”imageId”:””,”title”:”Written Handbook for Management of Substances.”},”8fa3m”:{“id”:”8fa3m”,”image”:””,”imageId”:””,”title”:”Workplace Hazardous Material Information System. “,”isCorrect”:”1″},”nn8qu”:{“id”:”nn8qu”,”image”:””,”imageId”:””,”title”:”Worker\u2019s Handbook of Material Information and Substances.”},”jvixp”:{“id”:”jvixp”,”image”:””,”imageId”:””,”title”:”Worker\u2019s Hazardous Matter and Isotope System.”}},”id”:”2bfyu”,”index”:15,”answerType”:”text”,”imageId”:””,”imagePlaceholderId”:””,”hint”:””},”6maqa”:{“title”:”An organization needs to keep current on industry trends, try to increase its market share and gain insight into areas where it can improve. One method used to accomplish this goal is to:”,”mediaType”:”image”,”image”:””,”imageCredit”:””,”video”:””,”imagePlaceholder”:””,”desc”:””,”answers”:{“n0sbu”:{“id”:”n0sbu”,”image”:””,”imageId”:””,”title”:”Participate in community activities.”},”4hkh3″:{“id”:”4hkh3″,”image”:””,”imageId”:””,”title”:”Conduct customer satisfaction surveys.”},”3khtg”:{“id”:”3khtg”,”image”:””,”imageId”:””,”title”:”Send out market evaluations.”},”bzuuc”:{“id”:”bzuuc”,”image”:””,”imageId”:””,”title”:”Assess the competition. “,”isCorrect”:”1″}},”id”:”6maqa”,”index”:16,”answerType”:”text”,”imageId”:””,”imagePlaceholderId”:””,”hint”:””},”lladt”:{“title”:”A new customer service policy has been established at the hotel Maureen works for. She is responsible for ensuring the employees she supervises adhere to the new policy. What should she do before notifying her staff of any changes to policies?”,”mediaType”:”image”,”image”:””,”imageCredit”:””,”video”:””,”imagePlaceholder”:””,”desc”:””,”answers”:{“3ia38”:{“id”:”3ia38″,”image”:””,”imageId”:””,”title”:”Assess the response.”},”u07hh”:{“id”:”u07hh”,”image”:””,”imageId”:””,”title”:”Clarify the purpose. “,”isCorrect”:”1″},”2dg9a”:{“id”:”2dg9a”,”image”:””,”imageId”:””,”title”:”Determine the impact.”},”oo9wj”:{“id”:”oo9wj”,”image”:””,”imageId”:””,”title”:”Identify alternatives.”}},”id”:”lladt”,”index”:17,”answerType”:”text”,”imageId”:””,”imagePlaceholderId”:””,”hint”:””},”g3s2x”:{“title”:”Norman supervises the customer service desk at a large department store. How can he participate in business planning activities?”,”mediaType”:”image”,”image”:””,”imageCredit”:””,”video”:””,”imagePlaceholder”:””,”desc”:””,”answers”:{“983e9”:{“id”:”983e9″,”image”:””,”imageId”:””,”title”:”Ensure recordkeeping is accurate.”},”f2vqi”:{“id”:”f2vqi”,”image”:””,”imageId”:””,”title”:”Respect organizational structure.”},”ey7dj”:{“id”:”ey7dj”,”image”:””,”imageId”:””,”title”:”Review goals and objectives.”},”oz87i”:{“id”:”oz87i”,”image”:””,”imageId”:””,”title”:”Suggest ways to improve efficiency.”,”isCorrect”:”1″}},”id”:”g3s2x”,”index”:18,”answerType”:”text”,”imageId”:””,”imagePlaceholderId”:””,”hint”:””},”bwvpv”:{“title”:”What is the first step in implementing an action plan?”,”mediaType”:”image”,”image”:””,”imageCredit”:””,”video”:””,”imagePlaceholder”:””,”desc”:””,”answers”:{“868a6”:{“id”:”868a6″,”image”:””,”imageId”:””,”title”:”Adjusting.”},”uxbpg”:{“id”:”uxbpg”,”image”:””,”imageId”:””,”title”:”Communicating. “,”isCorrect”:”1″},”5o95q”:{“id”:”5o95q”,”image”:””,”imageId”:””,”title”:”Evaluating.”},”8j2bb”:{“id”:”8j2bb”,”image”:””,”imageId”:””,”title”:”Monitoring.”}},”id”:”bwvpv”,”index”:19,”answerType”:”text”,”imageId”:””,”imagePlaceholderId”:””,”hint”:””},”6fo9i”:{“title”:”Shelley is a restaurant supervisor who is responsible for implementing new legislation in the organization. What should she do to ensure the organization complies with the new legislation?”,”mediaType”:”image”,”image”:””,”imageCredit”:””,”video”:””,”imagePlaceholder”:””,”desc”:””,”answers”:{“4qhrc”:{“id”:”4qhrc”,”image”:””,”imageId”:””,”title”:”Ask for clarification from a lawyer.”},”px5yg”:{“id”:”px5yg”,”image”:””,”imageId”:””,”title”:”File documentation in the office.”},”lmu0o”:{“id”:”lmu0o”,”image”:””,”imageId”:””,”title”:”Inform staff of legal obligations. “,”isCorrect”:”1″},”thdcu”:{“id”:”thdcu”,”image”:””,”imageId”:””,”title”:”Research other legal remedies.”}},”id”:”6fo9i”,”index”:20,”answerType”:”text”,”imageId”:””,”imagePlaceholderId”:””,”hint”:””},”1z90x”:{“title”:”Bob has been asked to inform employees of the requirements and conditions of their employment contract. He is not sure he understands the requirements himself. What should he do?”,”mediaType”:”image”,”image”:””,”imageCredit”:””,”video”:””,”imagePlaceholder”:””,”desc”:””,”answers”:{“112gi”:{“id”:”112gi”,”image”:””,”imageId”:””,”title”:”Ask management for clarification. “,”isCorrect”:”1″},”mwubc”:{“id”:”mwubc”,”image”:””,”imageId”:””,”title”:”Distribute copies of the contract.”},”1krok”:{“id”:”1krok”,”image”:””,”imageId”:””,”title”:”Have a lawyer review the contract.”},”ulaih”:{“id”:”ulaih”,”image”:””,”imageId”:””,”title”:”Research common clauses in contracts.”}},”id”:”1z90x”,”index”:21,”answerType”:”text”,”imageId”:””,”imagePlaceholderId”:””,”hint”:””},”3uduv”:{“title”:”Involving supervisors in the development of the annual budget will help them understand:”,”mediaType”:”image”,”image”:””,”imageCredit”:””,”video”:””,”imagePlaceholder”:””,”desc”:””,”answers”:{“97wxe”:{“id”:”97wxe”,”image”:””,”imageId”:””,”title”:”Why cutbacks are necessary in every department.”},”g0d2k”:{“id”:”g0d2k”,”image”:””,”imageId”:””,”title”:”Their department\u2019s role and responsibility in overall budget. “,”isCorrect”:”1″},”gsihg”:{“id”:”gsihg”,”image”:””,”imageId”:””,”title”:”Future management investment decisions.”},”nasgh”:{“id”:”nasgh”,”image”:””,”imageId”:””,”title”:”Labour forecasts and percentages.”}},”id”:”3uduv”,”index”:22,”answerType”:”text”,”imageId”:””,”imagePlaceholderId”:””,”hint”:””},”d7cxw”:{“title”:”What procedure might be followed if there are variances between the actual and budgeted figures for a supervisor\u2019s department?”,”mediaType”:”image”,”image”:””,”imageCredit”:””,”video”:””,”imagePlaceholder”:””,”desc”:””,”answers”:{“fwrxf”:{“id”:”fwrxf”,”image”:””,”imageId”:””,”title”:”Increase productivity levels within department.”},”3gc3c”:{“id”:”3gc3c”,”image”:””,”imageId”:””,”title”:”Automatically reduce number of employees.”},”no191″:{“id”:”no191″,”image”:””,”imageId”:””,”title”:”Identify causes and revise budget or reallocate funds. “,”isCorrect”:”1″},”ubzeg”:{“id”:”ubzeg”,”image”:””,”imageId”:””,”title”:”Monitor the variances until threshold is reached.”}},”id”:”d7cxw”,”index”:23,”answerType”:”text”,”imageId”:””,”imagePlaceholderId”:””,”hint”:””},”0ylh3″:{“title”:”When receiving products from a supplier, why is it important to compare the invoice to the purchase order?”,”mediaType”:”image”,”image”:””,”imageCredit”:””,”video”:””,”imagePlaceholder”:””,”desc”:””,”answers”:{“0r0sd”:{“id”:”0r0sd”,”image”:””,”imageId”:””,”title”:”To confirm shipment is complete.”},”schai”:{“id”:”schai”,”image”:””,”imageId”:””,”title”:”To identify price discrepancies. “,”isCorrect”:”1″},”4euh8″:{“id”:”4euh8″,”image”:””,”imageId”:””,”title”:”To negotiate price reductions.”},”pujsm”:{“id”:”pujsm”,”image”:””,”imageId”:””,”title”:”To return unwanted items.”}},”id”:”0ylh3″,”index”:24,”answerType”:”text”,”imageId”:””,”imagePlaceholderId”:””,”hint”:””},”3m5e2″:{“title”:”What needs to be determined before ordering products and supplies?”,”mediaType”:”image”,”image”:””,”imageCredit”:””,”video”:””,”imagePlaceholder”:””,”desc”:””,”answers”:{“5a884”:{“id”:”5a884″,”image”:””,”imageId”:””,”title”:”Inventory storage and control measures.”},”ylktx”:{“id”:”ylktx”,”image”:””,”imageId”:””,”title”:”Minimum and maximum stock levels. “,”isCorrect”:”1″},”f6d0d”:{“id”:”f6d0d”,”image”:””,”imageId”:””,”title”:”Return on investments.”},”7tivi”:{“id”:”7tivi”,”image”:””,”imageId”:””,”title”:”Stock replacement and rotation systems.”}},”id”:”3m5e2″,”index”:25,”answerType”:”text”,”imageId”:””,”imagePlaceholderId”:””,”hint”:””}}}

{“questions”:{“n5rhi”:{“title”:”What is the definition of tourism?”,”mediaType”:”image”,”image”:””,”imageCredit”:””,”video”:””,”imagePlaceholder”:””,”desc”:””,”answers”:{“tdp2g”:{“id”:”tdp2g”,”image”:””,”imageId”:””,”title”:”The industry that involves buying travel experiences for leisure, business and other purposes.”},”tp391″:{“id”:”tp391″,”image”:””,”imageId”:””,”title”:”The travel trends and motivations that impact people’s buying decisions in the travel marketplace.”},”z73dn”:{“id”:”z73dn”,”image”:””,”imageId”:””,”title”:”The activities of people travelling to and staying in places outside their usual environment for not more than a year. “,”isCorrect”:”1″},”nmcpl”:{“id”:”nmcpl”,”image”:””,”imageId”:””,”title”:”The business of providing leisure and recreation experiences for people in their local environment.”}},”id”:”n5rhi”,”index”:0,”answerType”:”text”,”imageId”:””,”imagePlaceholderId”:””,”hint”:””},”nchg5″:{“title”:”What is a Reservation Sales Agent doing when she informs her clients about the laws that affect how a product is used?”,”mediaType”:”image”,”image”:””,”imageCredit”:””,”video”:””,”imagePlaceholder”:””,”desc”:””,”answers”:{“q51o5”:{“id”:”q51o5″,”image”:””,”imageId”:””,”title”:”Applying legislation. “,”isCorrect”:”1″},”5cysq”:{“id”:”5cysq”,”image”:””,”imageId”:””,”title”:”Determining client’s needs.”},”233ww”:{“id”:”233ww”,”image”:””,”imageId”:””,”title”:”Up-selling damage waivers.”},”yt63v”:{“id”:”yt63v”,”image”:””,”imageId”:””,”title”:”Ensuring IATA guidelines are met.”}},”id”:”nchg5″,”index”:1,”answerType”:”text”,”imageId”:””,”imagePlaceholderId”:””,”hint”:””},”d97p2″:{“title”:”A Reservation Sales Agent is respectful of others, maintains his personal appearance and is willing to help other employees after his work is done. 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He also complains that the car he rented was uncomfortable and had poor gas mileage. Overall, he stated he was unsatisfied with the trip the Reservation Sales Agent planned for his family. What is likely the reason the client is complaining?”,”mediaType”:”image”,”image”:””,”imageCredit”:””,”video”:””,”imagePlaceholder”:””,”desc”:””,”answers”:{“n9mf3”:{“id”:”n9mf3″,”image”:””,”imageId”:””,”title”:”He is stressed about the cost of the trip.”},”b2pa9″:{“id”:”b2pa9″,”image”:””,”imageId”:””,”title”:”There was a disruption of service.”},”ze80f”:{“id”:”ze80f”,”image”:””,”imageId”:””,”title”:”The client’s principle was violated.”},”2vwux”:{“id”:”2vwux”,”image”:””,”imageId”:””,”title”:”The hotel and car were poor quality. “,”isCorrect”:”1″}},”id”:”2dzcv”,”index”:6,”answerType”:”text”,”imageId”:””,”imagePlaceholderId”:””,”hint”:””},”v0lah”:{“title”:”A Reservation Sales Agent handled a client complaint a few days ago. The same client has called the Reservation Sales Agent again and, when the product that he wanted was unavailable, he asked to speak to the Reservation Sales Agent\u2019s supervisor. The client told the supervisor that the Reservation Sales Agent was being unhelpful and that the Reservation Sales Agent should be fired. 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The Reservation Sales Agent confirms availability and sends an e-mail reply to the client. 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What is the importance of this request?”,”mediaType”:”image”,”image”:””,”imageCredit”:””,”video”:””,”imagePlaceholder”:””,”desc”:””,”answers”:{“0pkxn”:{“id”:”0pkxn”,”image”:””,”imageId”:””,”title”:”To become familiar with information technology.”},”oqoal”:{“id”:”oqoal”,”image”:””,”imageId”:””,”title”:”To keep current with products and services.”,”isCorrect”:”1″},”ft14x”:{“id”:”ft14x”,”image”:””,”imageId”:””,”title”:”To review mission statement and company earnings.”},”74er8″:{“id”:”74er8″,”image”:””,”imageId”:””,”title”:”To encourage clients to make on-line reservations.”}},”id”:”aob84″,”index”:15,”answerType”:”text”,”imageId”:””,”imagePlaceholderId”:””,”hint”:””},”7y1wv”:{“title”:”A repeat client calls to request a reservation in a hotel near a conference he is attending. From the client’s history, the Reservation Sales Agent knows that the client has a dog that often travels with him. What should the Reservation Sales Agent consider before recommending a hotel?”,”mediaType”:”image”,”image”:””,”imageCredit”:””,”video”:””,”imagePlaceholder”:””,”desc”:””,”answers”:{“tdbmk”:{“id”:”tdbmk”,”image”:””,”imageId”:””,”title”:”Room availability in the vicinity.”},”gih0y”:{“id”:”gih0y”,”image”:””,”imageId”:””,”title”:”Number of walking trails near the hotel.”},”c9l7c”:{“id”:”c9l7c”,”image”:””,”imageId”:””,”title”:”Distance to the local boarding kennel.”},”vha2s”:{“id”:”vha2s”,”image”:””,”imageId”:””,”title”:”Pet services available in the hotel. “,”isCorrect”:”1″}},”id”:”7y1wv”,”index”:16,”answerType”:”text”,”imageId”:””,”imagePlaceholderId”:””,”hint”:””},”js775″:{“title”:”A client is offered the highest level of service available. The client refuses the offer. The next lower level of service available is then offered. 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