QUESTION 16 Carson, a line manager at an office supply store, is receiving numerous complaints about the cash register operators' inefficiency and poor customer service. He wants to institute a customer service training program for all retail workers as well as retraining on cash register operations for all register workers. He doesn't realize, though, that the reason for the decrease in register worker performance is that, while all other workers in the company received a bonus last pay day, these workers did not. Which of the following is most likely true? O a. Training is a good investment and will motivate the workers. O b. Training will not solve employee morale problems. O c Training goals are neither clear not realistic enough. O d. Training should focus on cross-functional skills, QUESTION 17 At a certification election at General Car Automotive, a majority of employees vote for unionization. Alicia, a radio installer, did not vote for the union. Which of the following is true about the situation? a. Alicia will be represented by the union during collective bargaining with G.C.A. O b. Alicia will be a unionized laborer because she works at a unionized firm. O c. Alicia cannot reap the benefits that the union may acquire for workers. Od. Alicia cannot join the union for another 12 months. QUESTION 18 Brantley Services deliberately downplays the fact it is a U.S. firm and actively searches internationally to fill key positions with the best people. Brantley is most likely using an) approach to management. O a. Ethnocentric. O b. Polycentric. O c. Geocentric O d. Multinational. QUESTION 19 Karen, president of a small restaurant chain, would like to cenrtralize compensation decisions. She asks you about the pittfalls of such a move. You should most likely respond that: a. Internal equity would not be maintained. O b. It is likely that the company will not be able to defend itself legally. O c. External equity is difficult to maintain. d. It is only beneficial during great economic prosperity. QUESTION 20 Sadie is meeting with her boss to discuss her indirect compensation, which is another term for: O a. Base pay. O b. Total compensation. O c. Employee benefits. O d. Non-monetary perks