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1-39.
A customer came to you for advice
but left disappointed. Which of
the following circumstances would
NOT have caused this situation?
1.
The customer felt rushed
2.
You used unfamiliar terms
3.
The customer explained the
problem in great detail
4.
Other problems were bothering
the customer
1-40.
Which of the following personal
characteristics interfere with
effective communication?
1.
Cultural differences
2.
Physical problems
3.
Speech habits
4.
Each of the above
1-41.
Which of the following speech
habits would increase
understanding?
1.
Profanity
2.
Exaggerated accent
3.
Speaking very slowly
4.
Slurred pronunciation
1–42.
What is the purpose of manning the
contact point?
1.
To provide a friendly
atmosphere
2.
To provide a service
3.
To provide an atmosphere to put
the customer at ease
4.
To provide a dynamic
environment for training
1-43.
Disagreeing with a customer about
official Navy policy could result
in which of the following customer
reactions?
1-44.
Routines or procedures provide
which of the following benefits?
1.
They help identify problems
2.
They increase customer
satisfaction
3.
They enable us to do jobs
faster
4.
They improve the customer’s
self–esteem
1-45.
Which of the following factors
causes apathy on the job?
1.
The job has a defined purpose
2.
The job is demanding
3.
The job leads to challenging
responsibility
4.
The job lacks opportunity for
advancement
1-46.
Which of the following methods
should be used to speed up service
and reduce the customer’s waiting
time?
1.
Limited services
2.
Written customer requests
3.
Appointments
4.
Walk–ins
1-47.
The contact point is governed by
volumes of regulations, manuals,
and directives.
Since you cannot
memorize their contents, you should
concentrate on learning what
information?
1.
The proper references in which
to find answers
2.
The answers to all routine
questions
3.
The contents of your most
important reference
4.
The contents of all important
reference material
1.
Anger
2.
Resentment and frustration
3.
Loss of respect
4.
Relief
5
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