Lesson 2

Question 1

This lesson discusses the importance of ? .

Select one:

a. customer service
b. employee development
c. financial planning
d. marketing research

Answer 1

a. customer service

Question 2

Three groups of people who have a responsibility to obtain and maintain satisfied customers are managers, owners, and ? .

Select one:

a. business managers
b. engineers
c. employees
d. job site superintendents

Answer 2

c. employees

Question 3

It is important for employers to contribute to customer satisfaction so they can continue to be paid for services or products.

Select one:
True
False

Answer 3

True

Question 4

Qualified Electrical Workers can contribute to maintaining good customer service by their performance, behavior, and appearance on the job site.

Select one:
True
False

Answer 4

True

Question 5

As seen from the viewpoint of the ? , marketing is everything a company does.

Select one:

a. customer
b. general public
c. marketing director
d. owner

Answer 5

a. customer

Question 6

A contractor’s customer is the ultimate end user of electrical power.

Select one:
True
False

Answer 6

False

Question 7

In many instances, the customer will judge the electrical contractor by the ? .

Select one:

a. insurance injury ratio
b. OSHA rating
c. social contacts
d. workers on the job

Answer 7

d. workers on the job

Question 8

The most valuable asset to an electrical contractor is the ? .

Select one:

a. available materials
b. customer
c. number of Journeymen
d. stability of his or her bank

Answer 8

b. customer

Question 9

Without satisfied customers, there would be no business for contractors or jobs for Qualified Electrical Workers.

Select one:
True
False

Answer 9

True

Question 10

Qualified Electrical Workers’ jobs depend not only on keeping all of their customers satisfied, but also on ? .

Select one:

a. belonging to the right organizations
b. getting new customers
c. keeping their families satisfied
d. showing up to work at 7:00 a.m. and leaving at 3:30 p.m

Answer 10

b. getting new customers

Question 11

Other groups of people besides the customer and Qualified Electrical Workers who are interested in the electrical contractor include the owners, suppliers, and ? .

Select one:

a. bankers
b. insurance companies
c. OSHA area directors
d. local building department

Answer 11

a. bankers

Question 12

When customers are not oriented toward quality work, they may hire non-union employers.

Select one:
True
False

Answer 12

True

Question 13

Working to stay within budget is not part of the job performance expected from the Qualified Electrical Worker.

Select one:
True
False

Answer 13

False

Question 14

Being ? others is one of the characteristics of acceptable job behavior.

Select one:

a. aggressive towards
b. arrogant towards
c. disobedient to
d. friendly and polite to

Answer 14

d. friendly and polite to

Question 15

Management studies have shown that customer service is directly obtained through satisfied ? .

Select one:

a. bankers
b. contract engineers
c. employees
d. job inspectors

Answer 15

c. employees

Question 16

NECA contractors normally spend more money on training for their employees than the competition. This extra expense to the contractor is expected to be recovered through ? .

Select one:

a. better productivity
b. government tax incentives
c. higher bids
d. less job overhead

Answer 16

a. better productivity

Question 17

Having a dirty, messy truck could affect the way a customer looks at the electrical contractor the Qualified Electrical Worker is working for.

Select one:
True
False

Answer 17

True

Question 18

Someone who keeps a neat and tidy uniform shows that they are not a hard worker.

Select one:
True
False

Answer 18

False