1. In anticipation of the Christmas shopping season, Jordan is working with the organization's sales people to determine their knowledge of the store's products.

Jordan's goal is to make sure the salespeople can deliver excellent customer service in alignment with the company's goals. If she finds they cannot provide this service, she will implement training to bring everyone up to speed. What Jordan is conducting is a _________.

A. competency model

B. needs assessment

C. training

D. remediation

2. The last step in the training process is ________.

A. analyzing content

B. designing training

C. delivering training

D. assessing needs

E. assessing training

3. is the process of analyzing the difference between what is currently occurring within a job or jobs and what is required-either now or in the future-based on the organization's operations and strategic goals.

A. Self-efficacy

B. Employee development

C. Positive reinforcement

D. Needs assessment

E. Learning

4. is whether or not a person believes that he or she has the capability to do something or attain a particular goal.

A. Needs assessment

B. Self-efficacy

C. Remediation

D. Orientation

E. Extinction

5. At which career stage do workers typically lower their output?

A. Exploration

B. Administration

C. Establishment

D. Disengagement

E. Maintenance

6. Kaylee regularly attends seminars on improving leadership and decision-making skills. The seminars do not apply to Kaylee's current job, but she hopes the skills she is learning will help her advance in the organization. Kaylee is experiencing _________.

A. orientation

B. practice

C. training

D. development

7. The __________ test identifies whether or not an employee is physically capable at a particular point in time of performing a specific type of work.

A. simulation

B. cognitive ability

C. validity

D. interest

E. fitness-for-duty

8. The first step of the training process is to conduct a _________ to determine what training is necessary to improve performance.

A. needs assessment

B. return on investment

C. metrics analysis

D. quarterly audit