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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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