A S U NS eI c Vt iE o Rn :S I T

MESKEL COMPAS
E nTVET
t r COLLEGES’
y & L e v e l
Put a tick mark on your instructors name
YABIBAL T.
TAMRU M.

U n i t T i t l e : 1. D e l i v e r a S e r v i c e t o
C u s t o m e r s
2. Process and maintain workplace information
3. Handle mail
’ s N a m e :
Date of Assessment:
N o . :
T i m e A l l o w e d :
Department:

GENERAL DIRECTIONS:

1. MAKE SURE THAT THE ASSESSMENT PAPER CONTAIN PAGES

INCLUDING THE COVER PAGE
2. READ THE INSTRUCTION CAREFULLY FOR KNOWLEDGE AND
PRACTICAL PARTS.
3. USE OF PENCIL AND RED PEN IS NOT ALLOWED.
4. MOBILE PHONE SHOULD BE TURNED OFF.
5. ANY ACTION TAKEN BY THE INVIGILATOR DURING EXAM TIME WILL
NOT BE COMPROMISED
6. PUT ASIDE ANY MATERIALS NOT ALLOWED
N.B:- DON’T TURN THIS PAGE UNTIL YOU ARE ALLOWED TO DO SO!!
LIVE AND LET OTHERS LIVE

Unit of competency: Deliver a Service to Customers

PART I: KNOWLEDGE TEST
SECTION I
Instruction: This assessment contains 6 matching type questions, each worth 2 point.
Match the item in column “A” with the item in column “B” and wrote letter of the best
match on the space provided. Use only capital letters
COLUMN A 1. Customer
2. Organizational requirements A. Anti-discrimination and related
3. Interpersonal skills policy
4. Designated persons B. Contacts from other organizations
C. Packaging options
5. Opportunities
D. Supervisor or team leader
E. Using appropriate body language
COLUMN B F. Damaged goods or delivery
problems
Instruction: This assessment contains 10 multiple choice questions, each worth 2 points.
Choose the best answer from the given alternatives & write the choice of the correct letter
on the space provided. Make sure that your answer is clearly marked. Use only capital
1. All of the following is methods of contact with customer but
A. Email C. through telephone communication
B. Face to face D. dressing
2. Which of the following is not included in organization requirement
A. Anti – discrimination C. Using inappropriate body language
B. Access and equity principle D. Follow OHS procedure
3. Maintain sensitivity to customer specific needs and any cultural family and individual
difference is performance criteria of:
A. Establish contact with customer C. Deliver service to customer
B. Process customer feedback D. Identify customer need
4. Opportunities to enhance quality of service includes:-
A. Packaging options C. Provisions & product knowledge
B. Pricing options D. All
5. A series of activities designed to enhance customer satisfaction is termed as:

A. Customer service C. Complaint handling

B. Customer handling D. None of these
6. The customer are communicated in a clear, concise and courteous manner is performance
criteria of
A. Deliver service to customer C. process customer feed back
B. Identify customer feedback D. establish contact with customer
7. Maintains personal dress and presentation are related to:

A. Establish contact with customers C. Deliver a service to customers

B. Identify customers’ needs D. None

8. Which one the following is not included in assessing customer needs for urgency?

A. Advice or general information C. Making an appointment complaints

B. Hide information D. Specific information

9. Supporting customers to make contact with others related to :-

 A. Establish contact with customers

B. Identify customers’ needs

C. Deliver a service to customers
D. All
10. Which one is come first

A. Identify customer needs D. Process customer feedback

B. Deliver service to customer
C. Establish contact with customer
SECTION III
Instruction: This assessment contain 4 questions; worth 20 points .read and analyze each
question carefully so that when you understood, answer the questions correctly. Try to
write neatly and proofread as you go.
1. Demonstrate how to establish contact with customers?
2. What are under included effective communication?
3. How to identify customer needs and wants?
4. Discuss how to Process customer feedback

Unit of competency: Process and Maintain Workplace Information

SECTION I
Instruction: This assessment contains 5 matching type questions, each worth 2 point.
Match the item in column “A” with the item in column “B” and wrote letter of the best
match on the space provided. Use only capital letters.
COLUMN “A” COLUMN “B”
__1. Correspondence __3. computer files
__2. computer databases __4. sales records
__5. Forms A. customer records, library catalogue
B. copies of letters, memos, other
documents
C. monthly forecasts, targets achieved
D. faxes, letters, memos, email
E. membership forms, insurance forms

SECTION II

Instruction: This assessment contains 10 multiple choice questions, each worth 2 points.
Choose the best answer from the given alternatives & write the choice of the correct letter
on the space provided. Make sure that your answer is clearly marked. Use only capital
letter.
1. From the following one is included under Basic Clerical Support equipment/technology
A. computer C. Answering machine
B. fax machine D. All
2. The practice of maintaining business records from their creation and up to their eventual
disposal is referred to as:
A. record management C. complaint handling
B. customer relationship D. none of these
3. Who may request information?
A. supervisor
B. colleague within your area/department
C. colleague outside your area or department
D. All of the above
4. Which one of the first Steps are in establish and assemble new files?
A. Identify the need to create a new file C. Prepare a hanging file
B. Assign a file name or number D. Enter the new file
5. Methods of collecting information includes the following except?
A. Observation and listening C. Inactive listening
B. Previous file records D. Individual research

6. Feedback on clarity, accuracy and sufficiency of information is actively sought. Feedback

includes?

A. audit documentation and reports C. colleagues

B. clients D. committee

7. One of the following is/are organizational requirements may not include?

A. Dispatching and collecting procedures
B. Legal and organizational policies/guidelines
C. Photographic materials
D. Security procedures
8. Which of the following inactive or files are identified removed and relocated
organizational requirement.
A. Maintain information C. Collect information
B. Process workplace information D. None of the
9. Filing system (manual/computerized /electronic) is/are:
A. Basic clerical support equipment/technology
B. Removing inactive or dead files
C. Organizational requirements
D. None of the answer
10. Which one of the following is not points to consider when responding to requests for
information
A. Location of information C. Prioritizing requests
B. Answering machine D. Delivery of information

SECTION III
Instruction: This assessment contain 4 questions; worth 20 points .read and analyze each
question carefully so that when you understood, answer the questions correctly. Try to
write neatly and proofread as you go.
1. Demonstrate how to Collect and assess information?
2. Discuss briefly what information means?
3. Explain at least four methods used to gather information?
4. Demonstrate how to Organize information
Unit of competency: Handle Mail
SECTION I
Instruction: This assessment contains 10 matching type questions, each worth 1.5 point.
Match the item in column “A” with the item in column “B” and wrote letter of the best
match on the space provided. Use only capital letters.

COLUMN A COLUMN B
__1. Incoming mail A. express mail
__2. Checking mail B. mail that looks unusual
__3. Registering mail C. pilfered mail
__4. Sorting mail D. mail exposed to weather
__5. Nominated person/location E. administrative support person
__6. Damaged items F. separating and prioritising urgent mail
__7. Suspicious items G. assigning file number
__8. missing items H. confidential/personal
__9. Appropriate action I. enclosures
__10. Delivery options J. separating by order of importance
K. immediately calling supervisor
SECTION II
Instruction: This assessment contains 10 multiple choice questions, each worth 1.5 points.
Choose the best answer from the given alternatives & write the choice of the correct letter
on the space provided. Make sure that your answer is clearly marked. Use only capital
letter.
1. Appropriate action in relation to damaged, missing or suspicious items includes the
following except?
A. Immediately calling to security staff
B. Junk mail
C. Contacting sender to ensure everything
D. Negotiating replacement of missing or damaged items
2. Material (such as letters and packages) sent or carried in a postal system is called?

A. Information C. Mail
B. Data D. Report

3. Correctly preparing items for dispatch includes?

A. checking the address is not obscured
B. checking letter has been signed
C. checking return address is included
D. all of the above
4. Urgent and confidential mail includes?
A. immediate, hand delivery C. A and B
B. Prioritizing urgent mail D. None

5. Among the following one is the criteria to select the best delivery options?
A. Location B. Time constraint
 C. Nature of contents D. All

6. Which of the following is mail cannot be delivered electronically?

A. Facsimile machine(fax) C. Email
B. Post D. internet

7. Which one of the following are not characteristics of suspicious mail?

A. Hand written or clearly typed address
B. Incorrect title but no name
C. Addressed to someone no longer with the organization
D. Miss palled words

8. Which of the following may not include with registering mail?

A. Assigning file number C. condition
B. sender noises D. date received
9. Selected best options and evaluated delivery option are performance criteria of
A. Receive and distribute incoming mail
B. Collect and dispatch outgoing mail
C. Organize urgent and same day deliveries
D. A and B
10. Among the following is damaged, suspicious or missing item may not include?
A. looks usual C. looks re- scaled
B. makes noises D. pilfered mail
SECTION III
Instruction: This assessment contain 4 questions; worth 20 points .read and analyze each
question carefully so that when you understood, answer the questions correctly. Try to
write neatly and proofread as you go.

1. Discuss how to Receive and distribute incoming mail?

2. Demonstrate how collect and dispatch outgoing mail?
3. How to organize urgent and same day deliveries?
4. What is the advantage of mail?
 ANSWER SHEET
DELIVER A SERVICE TO CUSTOMERS
NAME _____________________________________________IDNO______________SECTION_______

II MATCHING PART I CHOICE PART

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PROCESS AND MAINTAIN WORKPLACE INFORMATION

II MATCHING PART I CHOICE PART

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HANDLE MAIL

II MATCHING PART I CHOICE PART

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