1.1
MAINTENANCE PERSONNEL
SECTION
REVIEW QUESTIONS
Name______________________________________________ Date_________________________ True-False T F 1. Commercial buildings include facilities for food processing, manufacturing, refining, mining, assembly, and other heavy processes. T F 2. Multiskilled maintenance personnel have a great amount of expertise in one craft. T F 3. Various maintenance personnel jobs are defined by the federal Standard Occupational Classification (SOC) system and identified by job titles and numbers. T F 4. When dealing with an angry customer, explain the possible solutions and help the customer understand the pros and cons of each possible solution. T F 5. Successful maintenance personnel practice lifelong learning and continuous improvement. T F 6. Maintenance personnel make the most of each task by evaluating and refining strategies and skills. T F 7. Networking can only be local (inside the building), with equipment being monitored within the location. T F 8. Clear and concise communication is the key to effective customer service during maintenance and troubleshooting.
Multiple Choice ������������������ 1. In an industrial facility, downtime due to equipment maintenance or breakdowns can be ___. A. used for team-building exercises B. irrelevant C. a way to save money D. extremely costly ������������������ 2. When dealing with an angry customer, ___. A. never allow them to vent their frustrations B. allow them to vent their frustrations C. only speak when spoken to D. file a complaint with your supervisor 1
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