1-16. Personnel   in   what   rating   are considered    the    most    important customer    service    representatives in  the  Navy? 1.   AD 2.   MM 3.   PN 4.   PR 1-17. Individuals   in   what   ratings   are involved    primarily    with providing    services    directly    to personnel? 1.  AK,  DK, and  DT  only 2.  HM,  LN, and  MS  only 3.  PN,  RP, and  YN  only 4.  AK,  DK,  DT,  HM,  LN,  MS,  PN, RP, and   YN 1-18. Providing     customer     service refers   to   which   of   the   following statements? 1. Attentiveness    provided    to the    customer 2. The   quality   of   the   service that   you   provide   to   the customer    rather    than    whether you   are   able   to   comply   with all   the   customer’s   wishes 3. Quality   time   spent   with   the customer 4. All   of   the   above 1-19. Which   of   the   following   groups   of enlisted    personnel    are influenced   and   get   an   initial impression   of   Navy   life   by   how the   PN   deals   with   them? 1. Those   just   entering   the   Navy 2. Seaman   recruits   just   out   of boot   camp 3. Airman    recruits    reporting    to their   first   duty   station 4. Each   of   the   above 1-20. What  is  the  effect  of  poor customer    service? 1. Anger    only 2. Disgust    only 3. Frustration    only 4. Anger,    disgust,    and frustration 1-21. If  you, as a PN,    provide    bad service,   the   customer   will   take which   of   the   following   types   of actions? 1. Inform    his/her    supervisor 2. Inform    his/her    friends 3. Inform   the   customer   service representative’s supervisor 4. Each   of   the   above 1-22. Good   customer   service   is considered    a    qualitative characteristic    that    is    indicated by   which   of   the   following traits? 1. A   person’s   human   relation capability 2. A    person’s    knowledge 3. A   person’s   interest   and concern   for   others 4. All   of   the   above 1-23. As  a  PN,    you   should   provide   good customer   service   to   which   of   the following    personnel? 1. Chief    petty    officers 2. Senior    petty    officers 3. Officers    and    civilians 4. All   of   the   above 1-24. Which   of   the   following   is   a characteristic   of   a   good   PN? 1. Act    professional 2. Feel    professional 3. Look    professional 4. Each   of   the   above 1-25. A   customer   who   receives   poor service   will   have   a   negative impression   of   all   EXCEPT   which of   the   following   activities? 1. All   branches   of   the   armed services 2. The    personnel    office 3. The    command 4. The   Navy 1-26. Of   personnel   in   the   following Navy   ratings,   which   one,   if   any, has   the   most   important   job   in the   Navy? 1. The   PN   rating 2. The  PN  and  the  YN  ratings only 3. The  PN,  YN,    and   DK   ratings 4. None   of   the   above;   all   Navy jobs   are   important 3