SECTION A – MULTIPLE CHOICE– 10 POINTS

Instructions: Read the questions carefully then circle the letter which corresponds with the
correct answer.

1. “What are you planning to buy today at the market?” This is an example of a(n)
________________question.
a. closed
b. reflective
c. open
d. probing

2. Identify the FIVE C’s of effective communication.

a. Clear, content, complete, correct, courteous
b. Clear, concise, complete, correct, courteous
c. Clear, correct, courteous, convert, complete,
d. Clear, complete, converse, courteous, correct

3. Organization’s policies include all of the following EXCEPT

a. Complaints handling policy
b. Clients’ service standards
c. Consumer protection act
d. Client liaison policy

4. Which of the following questions is used to gain agreement or commitment?

a. Reflective questions
b. Open question
c. Closed question
d. Rhetorical question

5. All of the following are reasons to transfer/escalate a request, EXCEPT if…

a. a specific agent is responsible for dealing with that particular request
b. the request is outside of your scope of authority and responsibility
c. the customer’s situation is complex and it will affect the company’s policy and
procedure guidelines
d. The caller wants to know information on the product being sold

6. Hospitality standards demand that phones should be answered on or before…

a. the first or second ring
b. the second or third ring
c. the third or fourth ring
d. the second ring.
7. All of the following are ways you can contribute to Teamwork EXCEPT?
a. Accepting some responsibility
b. Encouraging and affirming other team-members
c. Keeping knowledge to myself, hoping to be selected to lead the team
d. Communicating and sharing.

8. Which of the following best describes objectives?

a. a fixed object ahead of us
b. long term goal that you hope to achieve
c. the actions that you will take towards achieving your goal
d. the obstacles in your life that prevents you from achieving your goal

9. Being empathetic means…

a. feeling sorry for the customer
b. accepting blame for the customer’s bad experience
c. giving the customer a discount
d. being understanding of the customer’s feelings

10. Mr. Donald Crumpp has advertised that he needs a peer-to-peer network at his offices.
You are a network administrator, which document would you submit to compete for the
contract?
a. a letter of application
b. a Contractual Agreement
c.. an Invoice
d. a Technical Report
SECTION B – SHORT ANSWERS – 30 MARKS
Instructions: Write the correct responses in the spaces provided.

1. Outline TWO (2) opportunities that are created when you respond to customer complaints. (2
marks) ____________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________

2. Briefly explain the TWO (2) types of complaints that customers usually have. (2 marks)
________________________________________________________________________________
________________________________________________________________________________
________________________________________________________________________________
________________________________________________________________________________

3. Differentiate between an “active listener” and a “passive listener.” (2 marks).

________________________________________________________________________________
________________________________________________________________________________
________________________________________________________________________________
________________________________________________________________________________.

4. There are several barriers to active listening. Name TWO (2) such barriers and briefly explain the
consequences of each. (2 marks). _____________________________________________________
_________________________________________________________________________________
_________________________________________________________________________________
_________________________________________________________________________________.

5. Briefly discuss TWO (2)personality traits that an agent should display when dealing with a
customers. (2 marks.)___________________________________________________________
_________________________________________________________________________________________
_________________________________________________________________________________________
_________________________________________________________________________________________
________________________________________________________________________________________.

6. Customers have needs and expectations. Define ‘need’ and ‘expectations’and provide an example of
each. (4 marks) ___________________________________________________________________
 ________________________________________________________________________________
________________________________________________________________________________
________________________________________________________________________________
________________________________________________________________________________

7. What is a customer inquiry? (2 marks.) ________________________________________________

________________________________________________________________________________
________________________________________________________________________________.

8. Convert the following closed questions to open questions. (2 marks).

a. Are you paying with a credit card? (closed)
_____________________________________________________________________________
b. May I help you?
_______________________________________________________________________________.

9. Provide an example of a time when it is necessary to use the phonetic alphabet? (2 marks)
_______________________________________________________________________________
______________________________________________________________________________.

10. Define “listening” and name the FOUR (4) listening activities . (4 marks). ___________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________

11. State TWO (2) ways in which you can improve your listening skills. (2 marks)
_______________________________________________________________________________
_______________________________________________________________________________

12. Differentiate between verbal communication and non-verbal communication. (4 marks)

_______________________________________________________________________________
_______________________________________________________________________________
________________________________________________________________________________
________________________________________________________________________________
________________________________________________________________________________
SECTION C – ESSAY TYPE – 10 marks
Instructions: Answer the following questions.

1. You are a new IT worker at Dell Computer Depot. Mary Jones, a new customer calls to
inform you that the computer she bought keeps shutting down whilst she is using it.
Write a report to your Supervisor explaining the steps that you propose to take in order to
solve the problem.