2-60.
Which of the following areas is NOT
an example of a contact point?
1.
The awaiting parts unit
2.
The technical research unit
3.
The pre-expended bin
4.
The tire storeroom
2-61.
The customer’s first impression of
you as a contact point
representative is based primarily
on which of the following
characteristics?
1.
Your total workload
2.
Your attitude
3.
Your appearance
4.
Your office space
2-62.
The self-evaluation check list
provides a means of evaluating
whose performance?
2-63.
Your attitude towards the customers
is closely related to your attitude
toward what other factor?
1.
Your job
2.
Your family
3.
Your supervisor
4.
Your surroundings
2-64.
When helping an upset customer, you
should react in which of the
following ways?
1.
A rude manner
2.
A defensive manner
3.
A contemptuous manner
4.
A calm and confident manner
1.
The coworker
2.
The worker
3.
The supervisor
4.
The customer
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