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Assignment 1: 11 - 20 - 14056_78
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Navy Customer Service Manual
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Assignment 1: 31 - 38
1-21. The things we choose to do or not to do results from which of the following   personal   characteristics? 1. Habits 2. Appearance 3. Self-control 4. Attitude 1-22. The customers’ opinion of you as a contact  point  representative  is based primarily on which of the following   observations? 1. Your  total  workload 2. Your  appearance 3. Your  response  to  their  needs 4. Your  friendliness 1-23. A customer comes to you with a problem and asks, “Can you help me?” You reply, “Yes, I can.” In addition,  your  response  should reflect  an  attitude  that  implies which of the following statements? 1. And I will 2. As soon as time permits 3. As soon as the information is received 4. But it will not be easy 1-24. You  should  concentrate  on developing  which  of  the  following traits  and  abilities? 1. A  stern  attitude  with  customers 2. A genuine interest in customers’ problems 3. A sense of humor 4. A  superior  attitude 1-25. Customers  receiving  services  at your  contact  point  usually  observe enough of your work to make a completely  fair  evaluation  of  you, the  contact  representative. 1-26. If you have a customer who wants to discuss  a  personal  problem,  you should treat that person as an individual with what kind of need? 1. Routine 2. Special 3. Unimportant 4. Nonessential 1-27. A customer’s first impression of a contact  point  representative  is usually based on which of the following   characteristics? 1. Mannerisms 2. Speech 3. Appearance 4. All of the above 1-28. A  customer’s  first  impression  of the  contact  representative  will normally be generalized to what specific  group? 1. The  entire  office 2. The personnel in charge of the contact  point 3. The rating of the contact representative 4. The  ship’s  company 1-29. The practice of “speaking down” to a  customer  implies  you  consider that person to be of what status? 1. Stupid 2. Slow  to  understand 3. Less than your equal 4. Less educated than you 1-30. The use of which of the following terms  reflects  prejudice? 1. Chief 2. Deck ape 3. Seaman 4. Sailor 1. True 2. False 3

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