Full Name

Location Sinjar (Shangal) Hamdaniyah

Date Day Month Year

Group Morning Afternoon

Trainer Name

Choose the best possible answer for each question below by drawing a circle around the
correct answer.
 

Q1) If you want to convince some funders to finance you in your project, you must have:
The project implementation plan to reach success

a. Excellent viable idea

b. An excellent idea that is applicable
c. Efficient manpower
d. A place in an excellent location
 
Q2) It is very important to set up a business plan before starting any commercial project,
explaining that.
A/

Because the business plan acts as a guide for you and shows you basic steps in the project, such
as fixed and variable costs
 
Q3) Ahmed" owns a restaurant that sells meals, but he faces the problem of high meat prices,
which affects its prices, but at the same time he has his customers who appreciate this as a
result of the excellence of his meals. According to the SOWT analysis, this is:
a. Strengths
b. Weaknesses
c. Opportunities
d. Threats

Q4) One of the most important factors for the success of any institution or company is:
a. Identifying strengths, as well as identifying weaknesses and developing mechanisms to
reduce and stop weakness points
b. Identifying strengths while neglecting or leaving weaknesses due to their relevance to
the permanent success of the institution

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 c. Preparing a plan for recruiting new employees with a wide study of the workplace in
which the institution was opened
d. Success factors do not need any evaluation or study because they do not depend on
profit and loss, but rather on the nature of the work

Q5) It is very important to know your potential clients and analyze the area in which you will
open your project, and this is due to:
a. Because it is a very important step, as your project depends on the customers who will
buy the goods that you sell
b. Because knowing information about your customers can benefit from it in building a
possible financial, operational and administrative plan in the near future
c. Because customers influence the nature of the chosen project
d. Because you must meet clients and obtain their approval to open your own business

Q6) A customer calls you and you are a customer service employee in a company. During the
call, the customer is fanatically and the customer has insulted you directly. How can you
respond to this customer?
A/

Calm down the client by listening to him carefully, and talking to him in a polite and highly
professional manner.

Q7) Which of the following phrases is more accurate, in the role and responsibilities of the
customer service employee:
a. Solving customer problems       
b. Answer the phone
c. Satisfying clients and gaining their trust           
d. Customer care

Q8) A customer came back to you with the product and says: “I bought this product yesterday,
and when I came home it broke down. You must here:
a. Explain that it will be maintained and specify a time for it
b. The customer suspects that he is the one who destroyed him
c. The behavior differs according to whether he is a new or an old customer  
d. Trust the customer, and replace it immediately.

Q9) Flexibility in customer service means:

a. Be willing to break the rules and sometimes ignore the system for the sake of your
customers   
b. Accept price negotiation
c. Bear the anger of the client
d. Clarify the closed outlets in dealing with the public at the present time

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Q10) You are a customer service employee in a government agency. The customer attended
and did not carry with him copies of the necessary legal documents required to obtain the
service. Here you should:
a. The customer responds until the papers are completed           
b. Benefiting from the negative experiences of the customer and turning them into
positive interaction points
c. Overlook that
d. Show sympathy for the customer, and help him instead of responding

Q11) The service provider must know that an angry customer wants two things, namely:
a. Express his feelings, and solve his problem    
b. Apologize to him, and solve his problem
c. Apology and compensation for him
d. Solve his problem, and make compensation

Q12) When the customer service employee says to the angry customer, "I appreciate the
reasons that made you act in this way, or it is clear that it is very annoying", this expresses:
a. Calm down the customer        
b. Demonstrate sympathy for the customer
c. Apologies to the customer   
d. Change the direction of speech

Q13) It is better when writing a title for a topic / article on your social media marketing page,
that it be:
a. Greater than 8 words
b. Less than 8 words
c. 5 words at most
d. Maximum 10 words

Q14) It is best when designing an advertisement or topics on your pages:

a. It includes all of the benefits mentioned     
b. It expresses two benefits at most
c. Express one benefit       
d. Nothing mentioned
 
Q15) If you have a commercial page on a social network, all that you add to it will attract
customers to the page, whether this is directly or indirectly related to your product, so that it
helps you market your product and link customers to your page to be potential customers in
the future. It is called:
a. Content 
b. Promotion method
c. Means of attraction   
d. Means of building a brand

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Q16) E-marketing is one of the most successful marketing tools today. Why?
A/

Because it provides a high speed in spreading and reaching customers in a short time, and there
are fewer obstacles than traditional marketing (normal)
 
Q17) Which of the following types is one of the types of content available and most common
today on the Internet and can be used in e-marketing? 
a. Articles and blogging
b. Pictures and infographics
c. Videos
d. Publish your company's achievements

Q18) The feasibility study in projects is a very important step because it helps:
a. Study the likelihood of project success or loss
b. Examine expanding your project
c. Maintaining the level of funding for the coming years of the project
d. Feasibility study helps to compete in the market and make profits

Q19) Success factors for small projects for junior entrepreneurs:

a. Teaching employees to imitate competing entrepreneurs for their project
b. Developing the administrative capabilities of the entrepreneur and the work teams if
they are not specialists
c. Taking successful ideas previously used by other people in the same field
d. Taking loans to finance the project and paying them later upon the success of the
project

Q20) The break-even point occurs, which is the point at which the project does not achieve any
profits or losses when:
a. Total expenses are less than total sales
b. Total expenses are more than total sales
c. The total sales and total expenses are zero
d. The total sales equal the total expenses

Q21) In customer segments, the focus should be on a specific category and not several, and this
reason is due to
a. Shortening the time and making sure that this group needs a specific commodity that
they are interested in
b. Knowing customer segments in developing their own business field
c. Provide adequate resources to analyze the market and its needs by a specific group
d. Nothing mentioned

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Q22) In the concept of entrepreneurship, you should not disclose your idea of a project in your
mind to everyone, why?
A/

to protect your idea and not to be stolen by others, thus preserving your right.
 
Q23) In the legal forms of commercial enterprises, there is one form suitable for small
enterprises and junior entrepreneurs, and this form is called:
a. Individual companies
b. Cooperative enterprise
c. Sole proprietorship
d. private companies
 
Q24) Small enterprises cannot work in all commercial fields, why?
 A /

Because it is characterized by that its capital is small, the number of employees is limited, and
the volume of sales is small, so it is not possible to work in all fields
 
Q25) The costs that are paid before the start of the project, such as: licensing fees,
consultations, economic feasibility studies, and government expenses such as the commercial
registry and certification. It is called:
a. Incorporation costs                                                                                                    
b. Fixed costs
c. Direct costs                                                                                                  
d. Operating costs

Total Points:

Pre-test Post-test

____________________________ ____/____/____
Trainer Signature Date

I certify that this assessment has been discussed with me.

____________________________ ____/____/____
Participant Signature Date

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