ByHussenZ

AwashVal
leyCol
legeChel
enkoCampusTVETAccount
ing1stYearSt
udent
s

Fi
nalexam ofDeli
verandmonit
orser
vicetocustomers Levell
l
Ful
lName:-____
______
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_ I
D.no_
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progr
am.
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PARTl
Writ
ethefol
lowi
ngquest
ionssayTr
uei
fSt
atementi
scor
rectandFal
sei
fSt
atementi
s
i
ncorr
ect
.
1.Effecti
velisteningisaspecifi
cskill
thatcanbeconsci ousl
ydevelopedandpracti
cedinvarious
workplacesituations,ameeting,tel
ephoneconv ersati
ons
2.I
nterpersonal communicationistheprocessoff ace-
to-
faceexchangeofthoughts,
ideas,feeli
ngs
andemot ionsb/ nt woormor epeople.
3.Thecust omeri s'aperson,businessorgov ernmentdepartmentt owhom y ousellyouroutput,
whi
chmaybeat
angi
bleobj
ectoraser
vice
4.I
nter
per
sonalski
l
lsar
etheabi
l
ityt
owor
kwi
thunder
standandmot
ivat
eot
herper
sont
owor
d
achi
evementofor
gani
sat
ional
goal
s.
5.Act
iveLi
steni
ngi
sthemet
hodsofcr
eat
eef
fect
ivei
nter
per
sonal
ski
l
ls.
6.
Thei
mpor
tanceoff
oll
owupi
stheser
veassour
cet
oknowcust
omer
snex
texpect
ati
ons.
7.
Conf
li
cti
sthed/
cthatexi
stb/
n needs,v
aluesand i
nter
est
sofi
ndi
vi
dual
sorgr
oup i
n an
or
gani
sat
ion.
8.Funct
ional
conf
li
cti
sther
eisnot
ypeorexampl
eofconf
li
ct.
9.Feedbacki
sat
erm appl
i
edt
othemeansbywhi
chaper
sonoror
gani
zat
ionl
ooksatt
her
esul
tofa
pr
ocess.
10.
Thewi
dev
ari
etyofhel
pandsuppor
tof
fer
edt
ocust
omer
sbef
ore,dur
ing,andaf
terasal
e.i
s
cal
l
edcust
omerser
vices.
Par
tll.
Chooset
heBestAnswer
.
1.Howwecandel
i
verqual
i
tyser
vicet
ocust
omer
stocr
eat
ecust
omersat
isf
act
ion?
.
A Acknowl
edgeandgr
eet
ingcust
omer C.Bui
l
dinggoodcust
omerr
elat
ionshi
p.
BCr
eat
ingat
tr
act
ivewel
comi
ngenv
ironment D.Al
l E.None
2.Howwecanbui
l
dagoodcust
omerr
elat
ionshi
psi
nbusi
ness?
.
A.Communi
cat
e C.AskFeedback E.Al
l
B.Exceedex
pect
ati
ons D.Showappr
eci
ati
on F..
all
exceptD.
3whi
choneoft
hef
oll
owi
ngi
smotexampl
eofi
mpr
essy
ourcust
omer
?.
A.Local
andi
nter
nat
ional
mar
ket
s C.y
ourbodyl
anguage
B.Yourphy
sical
appear
ance D.Howy
ouspeakst
yles E.Al
l
.
4.Whi
choneoft
hef
oll
owi
ngi
sthenecessar
ymanager
ial
ski
l
ls.
A.Techni
cal
ski
l
ls C.I
nter
per
sonal
ski
l
ls E.Al
lexceptC.
B.Concept
ual
ski
l
ls D.Al
l F.None.

1
ByHussenZ

5._
___
___
ist
heabi
l
ityt
ouset
ool
spr
ocedur
esandt
echni
quesofespeci
ali
zef
eil
ds.
A.Techni
cal
ski
l
ls B.i
nter
per
sonal
ski
l
ls C.Concept
ual
ski
l
ls D.Al
l E.None.
6._
___
___
_isr
efer
stot
heabi
l
ityt
oseebi
gpi
ctur
eanddeal
swi
thi
deas.
A.Concept
ualski
l
ls B.
.Int
erper
sonal
ski
l
ls C.Techni
cal
ski
l
ls D.Al
l
7.Whi
choneoft
hef
oll
owi
ngi
smeani
ngofqual
i
tywhenoper
ati
ngbusi
ness.
A.Fi
tnessoft
hepur
pose B.Meet
ingcust
omer
sneed C.A&B D.Al
l
8.Whi
choneoft
hef
oll
owi
ngi
sthebenef
it
sofhi
gh-
qual
i
tyser
vice?
.
A.I
mpr
ovecust
omersat
isf
act
ion C.Reducemar
ket
ingcost
B.Sr
ongercust
omerl
oyal
ty D.Al
l E.None
9.Whi
choneoft
hef
fisnott
heexampl
eofi
mpr
ovequal
i
tyofpr
oduct
swhendoi
ngt
hebusi
ness?
.
A.Gi
vesupr
emepr
ior
it
ytot
hequal
i
ty C.Tal
kpol
i
tel
ywi
thy
ourempl
oyees E.None
B.Tal
kof
tenwi
thy
ourcl
i
ent
s. D.Fr
equent
lycompar
eyourpr
oductwi
thy
ourcompet
it
ors.
10.Whi
choneoft
hef
oll
owi
ngi
sex
ampl
eort
ypesoff
eedback.
A.For
mal
feedback Bi
nfor
malf
eedback. C.I
mpor
tanceoff
eedback D.A&B E.Al
l
Par
tll
lwr
it
etheshor
tanswer
1.Wr
it
ethest
epst
oqual
i
tycust
omerser
vice.
?
A.
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_
B_
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_.
C.
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___
___
___
D.
___
___
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___
___
___
___
___
___
___
2.Wr
it
ethebenef
it
sofhi
gh-
qual
i
tyser
vicei
nbusi
ness.?
A.
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__
B._
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_
C.
___
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_
D.
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___
___
___
_
F.
___
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___
___
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_
3.Howt
ocr
eat
eef
fect
ivei
nter
per
sonal
ski
ll
s?
A.
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__
B.
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__

C.
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__

D_
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__.