Computer Applications, Part 2 (Page 1 of 2)	
Computer Applications - Part 2
PROBLEM SOLVING.	  On computer applications, you may be asked to solve problems.  Your answers 	
will tell the employer:  a) How you will resolve (solve or fix) situations and problems 
during a work day.  b) How you will get along with supervisors, customers, coworkers.  
Read each question CAREFULLY.  These questions are 	tricky to answer correctly.	
A. A customer wants to buy a product that will not be available in the store
 for one month.  
 #	A-1) What are you be MOST likely to do?  	
 #A-2) What are you be LEAST likely to do?	  	
 a) Tell the customer that the product will be available in 2 weeks.  b) Offer to sell the 	
customer product that is similar.  c) Tell the customer that the product is worth the one 
month wait.  d) Tell the customer that you will call the supplier and complain about the 
wait.  	
 e) Write down customer’s name and phone number and say that you will call in one month when the
 	
item is in the store	
B. You see a customer who looks like he is shoplifting. 	 #B-1) What are you be MOST likely to do?  	
#B-2) What are you be LEAST likely to do? 	 a) Continue working and ignore the customer.  	
 b) Go up to the customer and ask him to leave the store immediately.  c) Pretend to ignore the customer 	
and try to catch him shoplifting.  d) Call the supervisor and tell her 
about the customer.  e) Go up to the 	
 customer and ask if he needs help, and tell him that you will be nearby.  f) Tell a nearby sales clerk 	
about the customer.	
C. You are helping a customer select clothing.  Another customer walks into your sales area.  There are 	
no other sales clerks around.  #	C-1) What are you be MOST likely to do?  #C-2) What are you be 	
LEAST likely to do?	  a) Continue helping the customer select clothing and ignore new custo
mer.  	
 b) Greet the new customer and say,  "Someone will be with you in a minute."  c) Greet the customer 	
and say, "I will be able to help you in a minute."  d)  Look up at the n
ew customer and say "Hi" and 	
 continue to help your customer select clothing.  e) Greet the new custo
mer and say, "If you will tell me 	
what you are looking for, I will direct you to it."	
D. Another sales clerk was selected for the job promotion you wanted.  You have worked hard and wanted 	
that job promotion.  #	D-1) What are you be MOST likely to do?  #D-2) What are you be LEAST 	
likely to do?	  a) Work harder and hope you are selected for the next promotion.  b) Ask another worker 	
to find out why you were not given the promotion.  c) Talk to the person who got the job and ask how 
he did it.  d) Find another job where the management may appreciate you
r efforts.  e) Ask the 	
 supervisor how you can improve your chances for the promotion in the fut
ure.  
E. The supervisor walks in and starts giving you a list of instruction.  He
 is speaking so quickly that you 	
cannot remember everything.  #	E-1) What will you be MOST likely to do?  #E-2) What will you 	
be LEAST likely to do? 	 a) Ask the supervisor to write a list of work to do.  b) Ask the supervisor to 	
repeat what he said.  c) Go to another sales associate and ask if he kn
ows what work you are to do.  	
 d) Try to do what you can remember was said.  e) When listening to a supervisor, take notes.
Answer the questions by using your own notebook paper

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tion.	Computer Applications, Part 2 (Page 2 of 2)	
MATH.	  Your skills in math is important in jobs such as cashier, sales associate, and office assistant.  	
Read each question CAREFULLY.  These questions are tricky to answer correctly.
A. You sell a bedspread to a customer for $68.95.  The customer gives you a $100 bill.  How much change 	
should he get back?  1) $32.15,   2) $41.05,   3) $31.05,   4) $32.0
5,   5) Another amount.	
B. An employee buys a chair and gets a 15% discount.  The chair costs $60.  How much
 will the employee save?  1) $3.60,   2) $6.00,   3) $7.50,   4) $9.0
0,   5) Another amount.
C. There are four different choices for cell phone accessories.
     	Choice A     Choice B    Choice C   Choice D	
 Sales price    $13        $26       $40       $25
 Service charge    $7        $16       $50       $30
 Taxes      $3        $4       $9       $5
 1) Choice D total price is how much more expensive than Choice B?     $9,   $12,   $14,   $16,   $8. 
 2) Which of the combination of choices is the most expensive?   A&B,   A&D,   2 of B,   B&D.
D. If two stuffed animals cost $12, how much would 4 stuffed animals cost? 
 1) $14,   2) $24,   3) $18,   4) $48,   5) Another amount.
E. A customer has 3 one-dollar bills, 2 ten-dollar bills, 2 quarters, and 8 
pennies.  How much money does 	
the customer have?  1) $23.83,   2) $23.73,   3) $24.55,   4) $24.83
,   5) Another amount.	
FOLLOWING DIRECTIONS.	  These questions test your skills to read directions, understand directio
ns, 	
and follow the directions accurately.   First, read "How to deal with angry and threatening customers." 	
 
 	How to Deal with Angry Customers:  	Step #1 Try to calm the customer.  Step #2 Listen to the 	
 customer’s concerns and try to solve the situation.  Step #3 Report situation to 
the supervisor.
 	How to Deal with Threatening Customers:  	Step #1 Call security.  Step #2 Try to calm the	
 customer.  #3 Fill out an incident report.  #4 Report situation to the superviso
r. 
 
A. You must fill out an incident report when:  1) Anyone is upset.  2) Talking to a calm person.  
 3) Dealing with an angry customer.  4) Dealing with a threatening customer.
 
B. First step in dealing with a threatening customer is to:  1) Immediatel
y leave the area.  
 2) Calm the person.  3) Call security.  4) Listen to the person and try to solve situation.
 
C. When dealing with angry customers, the employee must:  
 1)  Fill out an incident report.  2) Report situation to a coworker.  
 3) Listen to the customer's concerns and try to solve the situation.  4
) Call security.
 
D. It is necessary that you report the situation to the supervisor when dea
ling with:  
 1) Angry customers.  2) Angry coworker.  3) Customer who has crying child.
 4) Threatening customer.