[D2L] 101I

Question 1

Which of the following is one of the roles of refrigeration and air conditioning mechanic?

Answer 1

installing and maintaining refrigeration and air conditioning systems and other mechanical equipment as necessary

Question 2

What is the first step in effective communicating?

Answer 2

1) plan the message;
2) plan the delivery and
3) ensure the message is understood

Question 3

What must you know to meet the fundamentals of effective communication?

Answer 3

your message, your audience, and what you want to accomplish through communication

Question 4

Which of the following is important for your written communication?

Answer 4

your handwriting must be clear and legible

Question 5

What is the first question you ask a customer if they have called you for service work?

Answer 5

What do you need?

Question 6

If someone needs air conditioning installed, is it important to know the size of their building?

Y or N

Answer 6

yes

Question 7

Which of the following is listed as one of the four areas of a customers needs?

Answer 7

assurance

Question 8

4 categories of customer needs

Answer 8

1. customers need to be understood
2. customers need assurance
3. customers need to feel welcomed
4. customers need to feel important

Question 9

If a new system is required by a customer, where does a company’s receptionist refer the customer?

Answer 9

to a designer

Question 10

It is important to plan all refrigeration and air conditioning jobs, no matter how small they are

Answer 10

True

Question 11

What is the first step in effective communicating?

Answer 11

1) Plan the message
2) Plan the message delivery
3) Ensure the message is understood