• Politely explain that you can’t help them now, but will get to them first thing in the morning.
• Pass the call on to someone else.
• Take down all the information you need, then spend the next hour making sure the right scanner is shipped overnight to the client.

2. You see an empty soda can on the floor. Do you…

• Walk on by because you’re too busy to pick it up?
• Pick it up, then complain loudly about how thoughtless some people are?
• Throw the can in a recycling bin, then move the bin where it can be more visible and accessible to everyone else?

3. You think you know a more efficient way of managing a client’s spare parts inventory, but you suspect it might offend the representative assigned to the client. Your options:

• Forget about it. Why make waves and cause trouble?
• Write a critical email to the representative’s manager, exposing the rep’s flaws and describing your recommendations for improvement.
• Approach the representative over a cup of coffee and open a conversation about ways the two of you can make Ryzex even more useful to the client.

4. One of your colleagues is under pressure and falling behind, threatening the performance of your team. What would you do?

• Tell the other team members that your colleague, “just isn’t pulling his weight.”
• Say nothing and hope everything turns out for the best.
• Ask your colleague how you can help – then help.

5. Despite your best efforts to please your customer, you get a long, angry phone call that’s hostile, even insulting. In response, you…

• Trade insults, point by point.
• Hang up the phone.
• Take a deep breath, listen patiently, then ask questions about specific things you can do to resolve the underlying problems.

6. Your urgent work on a client’s behalf is interrupted by an e-mail requiring your attendance at a team meeting. Should you…

• Ignore the e-mail?
• Go to the meeting, even though you’ll miss an important deadline?
• Write a response explaining that you'll be late because you're finishing something important for your client?