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1-48.
1-49.
1-50.
1-51.
Benefits are to be afforded
impartially to all eligible
members, but when may they be
omitted by a command?
1.
When the ship size does not
allow for service
2.
When the station location is
such that it does not permit
for the service
3.
When the contact point is not
staffed for the service
4.
All of the above
Which of the following
circumstances is a reason to impose
temporary limitations on the
operations of a contact point?
1.
2.
3.
4.
The
Loss of personnel
Oversensitive personnel
Equipment in good working order
Unusually light workload
contact point representative’s
reaction to a customer arriving at
the contact point can have either a
positive or an adverse effect.
Which of the following reactions
would have an adverse effect on the
customer?
1.
Being ignored
2.
Being asked to wait in line
3.
Being asked to come back later
4.
Being asked to fill out forms
Customers deserve the courtesy of
an answer to which of the following
types of questions?
1.
Poorly constructed
2.
Complex
3.
Ridiculous
4.
Each of the above
1-52.
A contact point representative who
must answer the phone while
providing service should handle the
situation in which of the following
ways?
1.
2.
3.
4.
1-53.
The
the
you
1.
2.
3.
4.
Keep one of the customers
waiting
Ask the customer who has phoned
if you may call him or her back
Try to help both customers at
the same time
Ask another customer for help
guiding principle when using
telephone should be to remember
are talking to a
telephone
person
stranger
person who is not busy
1–54.
When helping a customer on the
telephone who has difficulty with
the English language or who has a
speech defect, what action should
you take?
1.
Give the customer the same
consideration as you would when
talking face to face with that
person
2.
Ask for the customer’s
supervisor
3.
Tell that person to get someone
else to talk for him or her
4.
Ask the person to come to the
contact point
1-55.
Seaman Door works for Captain
Pistol in the Administrative
office.
Which of the following
responses should Seaman Door use
when answering the phone?
1.
“Hello, Seaman Door speaking.”
2.
“Admin office; may I help you?”
3.
“Seaman Door here; may I help
you?”
4.
“Captain Pistol’s office,
Seaman Door speaking.”
6
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