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Assignment 1-Continued - 14214_401
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Assignment 1-Continued - 14214_403
1-27. What  should  your  image  as  a  Navy professional     portray? 1. Pride  in  your  job  only 2. Pride   in   yourself   only 3. Pride  in  your  job  and yourself 4. Pride   in   your   physical surroundings LEARNING    OBJECTIVE: Recognize  the areas  of  customer  service  that  require improvement. 1-28. The   first   step   in   making improvements    in    customer    service is   to   recognize   that 1. there  is  a  need  for  change in   customer   service procedures 2. your   supervisor   wants   you   to change    your    attitude 3. your     administrative     officer wants   you   to   change   your attitude 4. your  CO  wants  you  to  change your    attitude 1-29. You   have   decided   that improvements   can   be   made   in customer     service. As  a  first step   in   improving   service,   you should   consider   which   of   the following    customer    desires/ feelings? 1. Customers   want   to   be considered    as    individuals 2. Customers   want   you   to   feel that   they   are   more   important than    physical    surroundings 3. Customers   want   you   to   treat them   equally   and   fairly 4. Each  of  the  above 1-30. Of   the   factors   listed   below, which   one   is   essential   to improve    customer    service? 1. Human     relations 2. Office    arrangement 3. Punctuality 4. Office    lighting 4 LEARNING OBJECTIVE: Recognize areas  that  require  improvement  in  the area of customer service. 1-31. The   skill   of   doing   something well  is  a  result  of  which  of  the following factors? 1. Talent 2. Training 3. Practice 4. Each   of   the   above 1-32. Which   of   the   following   skills should  a  PN  have  to  be  effective in    conducting    personal interaction     with   customers? 1. Military 2. Professional 3. Face-to-face 4. Salesmanship 1-33. Your   effectiveness   as   the customer    service    representative depends   on   which   of   the following factors? 1. How   well   you   speak 2. How   well   you   listen 3. Your   responsiveness   to   the customer’s     needs 4. Each  of  the  above LEARNING OBJECTIVE: Recognize personal  attitudes  that  increase  the PN’s  ability  to  provide  customer service. 1–34. Which  of  the  following  is  NOT  an effect   of   a   person’s   attitudes? 1. Actions 2. Deeds 3. Visibility 4. Words 1-35. Of   the   statements   shown   below, which    one    describes    attitudes? 1. To  act  in  an  irrational manner 2. To  express  a  like  or  dislike for   someone   or   something 3. To  act  in  a  rational  manner 4. Each  of  the  above

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