2019 Circulation Training 6 Quiz

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Name *

Campus *

Chesapeake

Norfolk

Portsmouth

Virginia Beach

Visual Arts Center

1. A student comes to the circulation desk; he tells you that he is in the library to meet a classmate to work on a project. He tells you that he does not see her in the library, and wants to call her but he can't find the phone number she wrote down. He asked if you would look up the classmate's phone number and give it to him so he can contact her. What would you do? *

1 point

A. Look up the classmate's phone number and give it to him so he can call. She’d given him the number before, so it’s okay.

B. Explain that due to privacy/confidential policy, you are unable to give out that information.

C. Look up the information and offer to call the patron yourself as a courtesy.

2. What should you do before sending an email? *

1 point

A. Nothing

B. Stare at it

C. Proofread

3. What is reflected in the sound of your voice? *

1 point

A. A smile

B. Your type of speech

C. A cold

4. A patron is trying to use her student ID card to check out materials, however, the system gives her a message alert to see library staff. You determined that her card has expired. What should you do? *

1 point

A. Ask the patron if she is a current student and do a manual checkout by overriding it.

B. Check SIS to determine if she is a student/currently attending classes.

C. Search ALMA for any possible patron record and explain the community patron application process and also check SIS if the patron insists they are a current TCC student.

D. Change the expiration date.

5. A student desperately wants to renew an overdue item for a class that is two days overdue. The account is blocked. What should you do? *

1 point

A. Renew the overdue material and remind the student about the library's overdue policy.

B. Tell the student the overdue item cannot be renewed and must be returned before library privileges can be reinstated.

C. Refer the student to the circulation supervisor for further library account investigation.

6. What is one difference between a community patron account and a consortium account? *

1 point

A. There isn't a difference.

B. Community patron accounts expire in one year; consortium accounts expire at the end of the current semester.

C. Community patron accounts roll over from year-to-year; consortium accounts do not.

7. In some cases, what is the most important factor in delivering a message? *

1 point

A. Approach

B. Listening

C. Timing

8. When you answer the phone you need to say your name and ________? *

1 point

A. The name of the company "Hello"

B. "How are you today?"

C. The name of the department

9. What should you do before you clear a transferred call? *

1 point

A. Nothing is required

B. Check back to make sure on-hold call is answered

C. Stay on the line to make sure transfer was complete

10. Two students come to the circulation desk to check out books, but one student realizes that she has left her student ID at home. She really needs the book for a paper due the next day and asked that her friend check the book out for her. What would you do since you witnessed her asking the friend? *

1 point

A. Inform the friend that if she agrees to check out the book, she is responsible for the item if it is not returned.

B. Don't say anything. It’s none of your business who checks out which items.

C. Tell the patron she needs to check the book out on her own account and offer to hold the book until she can return with her card.

D. A or C is correct.

11. A patron with a fac/staff card tries the self-check but the system alerts her to see Library Staff for assistance. When you look up her record in Alma there is a note that she is no longer employed at TCC. What do you do? *

1 point

A. Tell her that since she is no longer employed at TCC, she will need to apply for a community card.

B. Override the system and check it out to her manually.

C. Call a Circulation Supervisor.

D. A or C is correct.

12. What should you ask the patron before adding a new community patron account in Alma? *

1 point

A. Do you currently have a TCC community library card?

B. Are you a Virginia Beach resident?

C. Have you ever had a TCC Storm Card?

D. All of the above

13. Before entering a new community patron in Alma, you should first search for the patron to be certain that they do not have a community patron account in Alma. *

1 point

A. True

B. False

14. Can you create a patron account in Alma without an email? *

1 point

A. Yes

B. No

15. When creating a community patron account in Alma, what is the letter you are supposed to add with the primary ID? *

1 point

A. T

B. C

C. P

16. Can community patrons use a P.O. Box as their mailing address? *

1 point

A. Yes

B. No

17. How do you determine a student’s account is active to issue a consortium card? *

1 point

A. Expiration date

B. Status date

C. Purge date

18. When checking out items or to view current loans, you should go to__________ in Alma. *

1 point

A. Return items

B. Scan in items

C. Manage patron services

19. To determine if a patron received an overdue letter, you can view the __________. *

1 point

A. Loan’s tab

B. Notes tab

C. Attachments tab

20. Who should end the phone call? No matter who called first! *

1 point

A. The supervisor can after all customer issues are complete

B. Let the customer be the ending party.

C. After you thank the caller for their business.

D. When the customer doesn't have any more questions.

21. Name three techniques to diffuse a patron's anger. *

1 point

A. Apologize, don't argue, define the problem.

B. Finish with the patron as quick as possible, use one up statements, make doable promises.

C. Be Assertive, don't justify, Involve a colleague

D. A and C

22. A student comes into the library to check out a book at 6:30 pm. It’s their first time at the library and their first time checking out library materials. The student never received a student ID card from the ID Office and was unaware that they needed one. According to the Library Use of Materials Policy, can the student checkout the item with their government-issued photo identification card? *

1 point

A. Yes

B. No

23. What remains one of the most overlooked and untrained skills? *

1 point

A. Time management

B. Communication

C. Multitasking

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