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4 views

Cluster 15 Test M.choice Copy Copy

Uploaded by

reneshathompson
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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DISTINCTION COLLEGE

EARLY CHILHOOD DEVELOPMENT LEVEL 2


Pretest

NAME:
Renesha Thompson

Date: November 29, 2022


FACILITATOR: Miss Brown

Cluster 15
Units:

● Deliver Quality customer service to clients


● Deliver and Monitor Service to Clients

INSTRUCTIONS:

● Read each item CAREFULLY AND answer ALL items.

Achieved Score: _____/20


DO NOT TURN PAGE OVER UNTIL YOU ARE TOLD TO DO SO
Multiple Choices

INSTRUCTIONS: There is only ONE answer per item.


Read the following items carefully then choose the most appropriate answer by circling your
choice.

1. You can communicate with parents in a confident and polite manner by


(a) speaking in standard english
(b) sending notes home
(c) speaking clearly and maintaining good eye-contact
(d) using non-verbal communication

2. 'Internal customers' are those who are


(a) a part of the institution
(b) apart of the community
(c) apart of the institution
(d) a part of the community

3. Needs that parents/customers may have include information about


(a) their child's day
(b) the institution
(c) their child's progress
(d) all of the above

4. 'Priority' means the same as


(a) preference
(b) important
(c) precedence
(d) all of the above

5. Jargons are
(a) code words used when talking talking to colleagues
(b) specialized words used in a particular field
(c) informal ways of communicating
(d) formal ways of communicating

6. Identify an expectation that parents and other customers have of ECI’s.


(a) having a safe environment
(b) provision of learning materials
(c) qualified and nurturing staff
(d) all of the above

7. A skill you should utilize when identifying customer’s needs and expectation is
(a) influence
(b) experience
(c) active listening
(d) organization

8. An 'external customer' can be a


(a) child in your class
(b) parent
(c) community member
(d) colleague

9. Why is it important to identify your customer’s needs and expectations in order to


provide quality customer service?
(a) to enhance the institution's reputation
(b) to achieve customer satisfaction
(c) to collect feedback
(d) to provide information

10. It important to avoid the use of ‘jargons’ when communicating with parents in order to
(a) not let them feel bad
(b) achieve effective communication
(c) pass on information quickly
(d) utilize different communication channels

11. A reason for not being able to meet customer’s needs and expectations can be based on
(a) not liking the parent
(b) your institution's policies
(c) just not wanting to
(d) parent/child favouritism

12. 'Empathy' can be best defined as the ability to


(a) relate to others
(b) pity others
(c) show appreciation to others
(d) understand and share others' feeling

13. You must remain calm when dealing with an upset customer.
● True
● False

14. Gossiping about a parent with another parent is unacceptable.


(a) True
(b) False

15. Customers can be reassured through dialogue.


● True
● False

16. It is important to assess your customer’s needs to determine which is most urgent.
● True
● False

17. You must make yourself available to parents when requested.


● True
● False
18. The institution has a responsibility of not supporting the parents in their parenting role.
● True
● False

19. It is important to establish rapport between the institution and home.


● True
● False

20. Parents do not have the final say relating to matters regarding their children.
● True
● False

END OF TEST

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