NAME: KRISTELLE ANNE GAZMIN VALENCIA

DATE: SEPTEMBER 3, 2021

Task sheet 1 (ATS NC I 2020)

TECHNICAL ENGLISH A

Duration: 1 hour 30 minutes

There are 4 parts to this paper. Answer ALL questions in the in separate
files and send it back to our plat form.

Instructions:
1. Do not open this question paper until you are told to do so.
2. Write all your answers in the separate files.
3. You can use other reference materials, books and apps for this task.

Questions: Marks
Part A: Technical Report 10
Part B: APA Style 10
Part C: Telephone Etiquette 20
Part D: Pre-Diagnostic
10
Questioning
Total Marks 50

INSTRUCTION: Answer ALL questions. Write your answers in the answer sheet provided.
PART A: TECHNICAL REPORT (10 Marks)

Question 1 (6 marks)

Give three (3) advantages of using observation as a research method of a technical

report. Provide explanations to support your answers.
Advantages of using observation as research method:
The results are objective and tend to be of higher accuracy because all
phenomena is witnessed first-hand.
It is a simple method, with less room for errors and interference. It is not
costly and time consuming.
It is beneficial to support different hypothesis because the researcher is
immersed with the subjects, therefore, all habits, events, mannerisms, and
phenomena’s will be observed firsthand.

Question 2 (4 marks)

Name one (1) reason why do you need to improve your technical report writing kindly
justify your answer.
It is critical that we understand what technical report writing entails and
what its goal is. Another reason we need to enhance it is so we can
immediately grasp what the issue with a paper is and how to address it.

PART B: APA STYLE FORMAT (10 Marks)

Question 3(10 marks)

1. What is APA format?

The American Psychological Association uses the APA source
documentation style. This method of producing research papers is most
commonly utilized in the social sciences, such as psychology, anthropology,
and sociology, as well as education and other disciplines.
2. How does APA format can help you in your writing skills?
The APA format offers authors with a uniform format that they may utilize
each time they write. Authors benefit from consistency in organizing their
 ideas or research. Each part follows a consistent pattern, from the
information on the title page to the headers that separate the material in the
discussion.
3. What are the guidelines in writing a APA format?
In writing your paper in the APA style, your essay should be typed and
double-spaced on standard-sized paper (8.5" x 11"), with 1" margins on all
sides. You should use a clear font that is highly readable. APA recommends
using the 12 pt. Times New Roman font.

PART C: TELEPHONE ETIQUETTE & CUSTOMER CARE (20 Marks)

Question 1 (4 marks)

Dealing with customer complaints is essential in any business. Complaints should be

handled courteously, sympathetically and swiftly. Every business should have their own
procedure in dealing with complaints. List four (4) steps involved in dealing with
customer complaints.
How to Handle Customer Complaints
Pay attention and listen.

Understand and apologize for the issue.

In the restaurant conversation, provide and carry out a remedy to the issue.

Follow up with your customers and thank them for their business.

Question 2 (3 marks)

Give three (3) examples of Customer Loyalty Schemes.

Rewards
Discounts
Incentive

Question 3 (3 marks)
What are the three (3) things that a workshop or service center can do in order to attract
customers to come for their services?
Using social media to attract new customers. It takes relatively little effort to
optimize your social media profiles, yet it may dramatically boost your
reach. It's an excellent way to begin the day.

Enhance the SEO of your website.

Communicate with Loyal Clients.

Question 4 (10 marks)

The following are the most frequent complaints which are related to telephone etiquette.
Write the most suitable responses or solutions for each complaint.

1. Complaint : The telephone rings for a long time before it is answered.

Solution/Response : We're sorry for the inconvenience, we assure you it won't happen
again.

2. Complaint : They place me on hold for some time, it seems hours.

Solution/Response : Apologies for your past experience ma'am/sir, we promise you that
you will not be in that situation again.

3. Complaint : The line is busy for hours it seems.

Solution/Response : We are sorry for the inconvenience it made to you, we will fix the
line for better solution next time.

4. Complaint : They are very rude and get offensive when asked their full name.
Solution/Response : Our fault ma'am / sir, we will let the administration know and settle
things for our valued customer to be served our best service.

5. Complaint : They let me talk on and on only for me to realize that they’re not the
person I should be talking to.
Solution/Response : We appreciate the opportunity to make amends ma'am/sir, we will
check on that to give you better customer service experience.

6. Complaint : If I call the wrong department for help, they just say ‘I don’t know, not our
department’
 Solution/Response : Apologies for the inappropriate approach the other department gave
you, we will make sure to resolution your problem right away.

7. Complaint : They don’t clearly listen to my needs before they transfer me to a wrong
person.
Solution/Response : I'm sorry to hear that, I will try my very best to help you out
through the process.

8. Complaint : They told me to call back, but never gave me a name, number or
division.
Solution/Response : We appreciate your concern regarding the information that must be
provided, let me know the problem again so we can resolution it?

9. Complaint : The person asked me to wait and talk to others without putting me on
hold.
Solution/Response : Apologies for the inappropriate action made, we will try to help you
the best way we can, just let me know what is the main problem ma'am / sir?

10. Complaint : They answer with an aggravated voice, as if I am disturbing them

by calling.
Solution/Response: We are sorry for the confusion of the approach made, we will do our
very best to help you out throughout the process so we can resolution your problem.

PART D: PRE-DIAGNOSTIC QUESTIONS (10 Marks)

Based on the Pre- diagnostic sheet given below, construct 10 possible pre- diagnostic
questions on your own.

 
QUESTIONS:

1. What is the difference between backfire and afterfire?

2. What was the cause of the noise?

3. What causes an engine to afterfire?

4. What causes an engine to backfire after exhaust?

5. What causes the engine to make a loud noise?

6. Is it feasible for timing to backfire?
7. Can faulty spark plugs result in a backfire?
8. Is it possible for a spark plug to cause a backfire?
9. What causes a small engine to backfire?
10. What is the best way to repair a backfire?