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Assignment 1: 48 - 55
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Navy Customer Service Manual
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Assignment 1: 64 - 71
1-56. Which of the following types of records is required by official directives? 1. Leave chits 2. The  service  center  log 3. Applications  for  Navy correspondence   courses 4. Handwritten  notations  regarding customer   transactions 1-57. A contact point team can be compared to a football team in regard to achieving a goal--or winning. What is the primary element  needed  to  achieve  that goal? 1. Hard work 2. Teamwork 3. Individual   performance 4. Good  supervision 1-58. Which  of  the  following  elements  is an  important  aspect  of  teamwork? 1. Increasing   responsibilities 2. Presenting  a  good  appearance 3. Providing   encouragement 4. Controlling   enthusiasm 1-59. When a team member is both proficient  and  experienced  in  a specific area of his or her rating, he or she can help the other team members by demonstrating what behavior? 1. Showing them how a job is done 2. Showing them what to study 3. Providing  advice  and  assistance 4. Keeping  the  information  to himself  or  herself 1-60. Each member of a team not only influences the mood of the team but also the team’s work habits. Work habits, in turn, affect which of the  following  responsibilities  of the  contact  point? 1. Providing  customer  service 2. Controlling  personal  reactions 3. Presenting  a  good  appearance 4. Making  a  good  first  impression 1-61. Usually  a  team  member  performs  only one job at the contact point, but he or she may also be expected to perform  which  of  the  following jobs? 1. Only the jobs he or she knows 2. Only the job he or she went to school for 3. Only the job he or she feels is most important 4. All jobs at the contact point 1-62. To recognize the value of your job at the contact point, you need to know which of the following types of  job  information? 1. Its value 2. Its  overall  mission 3. Its  overall  responsibilities 4. Both 2 and 3 above 1-63. To  contribute  effectively  to teamwork,  personnel  working  at  the contact points must have what level of  knowledge  about  their  rating? 1. Expert 2. Satisfactory 3. Minimum 4. Less  than  minimum 7

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