NAVEDTRA 82972 RECHECKED BY EO 1-30-97
Contents
1. Jumping to conclusions Ze Stereotyping 3 Prejudice 4 Racism When you must serve a customer who is emotionally upset you should act in which of the following 1 36 manners I Detached and stern 2 Calm and confident 3 4 Enthusiastic and easygoing Composed and skeptical Ensuring a Navy dependent receives the services to which he or she is entitled is the responsibility of 1 37 which of the following people 1 The dependent s contact point representative 2 The dependent s sponsor 3 The sponsor s leading petty officer 4 The customer You should react to an unpleasant customer in which of the following 1 88 ways Repay rudeness with rudeness 2 Keep the contact as impersonal as possible 3 Ignore both the manner and attitude and concentrate on the problem 4 Both 2 and 3 above Mistakes made by Navy contact point representatives in their handling of customer needs grow out of negative attitudes toward which of the following individuals 3 The customer The supervisor heir coworkers Each of the above Mm w NH RP 3 When you Jump to a conclusion you are actually making a decision based on which of the following factors 1 Incomplete information 2 Misunderstanding 3 Apathy 4 Rudeness When a contact point representative reacts adversely to a customer the representative is most likely reacting to which of the following characteri2. James Forrestal 3 Chester Nimitz 4 William Halsey TRUE FALSE QUESTIONS Mark each statement true or false as indicated below If any part of the statement is false the statement is to be considered false Make the decision and blacken the appropriate box on the answer sheet SAMPLE s 2 All naval officers are authorized to Indicate in this way on the answer sheet correspond officially with any systems command of the Department of the Navy without their respective com manding officer s endorsement 1 True 2 False MATCHING QUESTIONS Each set of questions consists of two columns each listing words phrases or sentences The task is to select the item in column B which is the best match for the item in column A that is being considered Items in column B maybe used once more than once or not at all Specific instructions are given with each set of questions Select the numbers identifying the answers and blacken the appropriate boxes on the answer sheet SAMPLE In questions s 3 through s 6 match the name of the shipboard officer in column A by selecting from column B the name of the department in which the officer functions Some responses maybe used once more than once or not at all A OFFICER B DEPARTMENT Indicate in this way on the answer sheet s3 Damage Control Assistant 1 Operations Department s4 CIC Officer 2 Engineering Department s 5 Disbursing Officer 3 Supply Department s 6 Communications
3. THE DATE YOU DEPOSIT THE LAST ASSIGNMENT IN THE MAIL This is especially important ig you are taking the course for Naval Reserve retirement credit You must mail your answer sheets at least 60 days before your anniversary date This will provide you with enough time for delays in the mail or reworking failed assignments DO NOT MAIL YOUR ASSIGNMENTS TO THE NAVAL RESERVE PERSONNEL COMMAND NRPC Refer questions NETPMSA by Student Questions concerning this course to mail use the address on page ii or by telephone DSN 922 1366 or commercial 904 452 1366 NAVAL RESERVE RETIREMENT CREDIT If you are a member of the Naval Reserve you will receive retirement points if you are authorized to receive them under current directives governing retirement of Naval Reserve personnel For the purpose of Naval Reserve retirement this edition of the course is evaluated at 2 points These points will be credited to you upon your satisfactory completion of the entire course NOTE YOUR OFFICIAL COURSE COMPLETION DATE WILL BE THE DATE YOUR LAST ASSIGNMENT IS PROCESSED THROUGH THE NETPMSA ADP SYSTEM NOT THE DATE YOU DEPOSIT THE LAST ASSIGNMENT IN THE MAIL Refer to the Course Completion paragraph under section B ADP Answer Sheets COURSE OBJECTIVES The purpose of this course is to make you aware of the importance of the service ratings and the positions that military personne
4. temporary limitations on the operations of a contact point Loss of personnel Oversensitive personnel Equipment in good working order Unusually light workload Ss UN The contact point representative s reaction to a customer arriving at the contact point can have either a positive or an adverse effect Which of the following reactions would have an adverse effect on the customer Being ignored Being asked to wait in line Being asked to come back later Being asked to fill out forms gt GA DN F i Customers deserve the courtesy of an answer to which of the following types of questions Poorly constructed Complex Ridiculous Each of the above Ys G DB 1 32 1 93 1 54 1 59 A contact point representative who must answer the phone whil providing service should handle the situation in which of the following ways 1 Keep one of the customers waiting 2 Ask the customer who has phoned if you may call him or her back 3 Try to help both customers at the same time 4 Ask another customer for help The guiding principle when using the telephone should be to remember you are talking to a telephone person stranger 4 person who is not busy when helping a customer on the telephone who has difficulty with the English language or who has a speech defect what action should you take 1 Give the customer the same consideration as you would when talking face to
5. Officer Textbook Assignment Jo eg ASSIGNMENT 1 4 13 Naval personnel have the sam customer service needs as civilian personnel ils True Lis False Navy members have the privilege of choosing which if any of the following details concerning their duty assignments 1 Location 2 Occupation 3 Training 4 None of the above What is the Navy s most valuable asset Fleets of ships Shipyards land stations Fiscal appropriations Capable people gt GA NR For the Navy to fulfil its mission members must often sacrifice their freedom of 1 speech 2 choice 3 religion 4 expression Improvement of overall customer service depends on improvement in which of the following specific areas of customer service Timeliness Human relations Work organization Knowledge of rating gt wm E Navy Customer Service Manual chapters 1 through 4 pages 1 1 through which of the following terms refers to a person who has a need for services 1 A patient 2 A customer 3 A client 4 Each of the above Which of the following physical locations is NOT an example of a contact point The legal services office ship s store The radar room The general storekeeping office Ss wh Hm 3 d j 0 At which of the following contact points would the customer be appropriately called the client Substance abuse office Disbursing office Sickbay Personnel offic
6. the training manual and NRTC courses are designated with distribution statements B C D E F or X and you decide to dispose of the material you must destroy the material to prevent disclosure of contents or reconstruction of the document OTHER REASON Specify PRIVACY ACT STATEMENT Under authority of Title 5 USC 301 information regarding your military status is requested to assist in processing your comments and prepare a reply This information vill not be divulged vithout written authorization to anyone other than those within DOO for official use in determining performance COMMANDING OFFICER NETPMSA CODE 074 6490 SAUFLEY FIELD RD PENSACOLA FL 32559 5000 NETPMSA 1550 31 Rev 2 93 11 STUDENT COMMENT SHEET THIS FORM MAY BE USED TO SUGGEST IMPROVEMENTS REPORT COURSE ERRORS OR TO REQUEST HELP IF YOU HAVE DIFFICULTY COMPLETING THE COURSE Date FROM SSN NAME Last first M I RANK RATE CIVILIAN STREET ADDRESS APT zIP CODE CITY STATE To COMMANDING OFFICER NETPMSA CODE 0318 6490 SAUFLEY FIELD Rd PENSACOLA FL 32509 5237 Subj NAVY CUSTOMER SERVICE MANUAL NAVEDTRA 82972 1 The following comments are hereby submitted PRIVACY ACT STATEMENT Under authority of Title 5 USC 301 information regarding your military status is requested to an processing your comments and prepare a reply This information will not be divulged without authorization to anyone other than those within
7. 000 for official use in determining performance NETPMSA 1550 41 Rev 2 93 13 EE Feld along dotted line and staple or Gong DEPARTMENT OF THE WAVY COMMANDING OFFICER NETPMSA CODE 0318 6490 SAUFLEY FIELD RD PENSACOLA FL 32509 5237 OFFICIAL BUSINESS PENALTY FOR PRIVATE USE 300 COMMANDING OFFICER NETPMSA CODE 0318 6490 SAUFLEY FIELD RD PENSACOLA FL 32509 5237 14 WAVEDTRA 1430 5 Stock Ordering Mo 0502 LP 216 0100 PRINT OR TYPE TITLE WANE ADDRESS Last First Widdle RANK RATE SOC SEC RO O USN O USHR DO ACTIVE O INACTIVE 1 2 3 4 T F DOOD 0000 DUDU 4000 DOOO sOO00 DUDU vU UUU DU UD HOOD OOOOD O000 sODOD DODO nm DU DUU e DUDU D 0000 s0000 i000 0000 240000 20000 oa DODD a DUDU D a UDO THIS FORM MAY BE LOCALLY REPRODUCED DESIG SA 0000 a000 aa UU UU an UU OU s0000 DOOO 0000 0000 DODD sOODO we UU UU a DUU s0000 s0000 0000 DOOD OOOO wl DUU wl DUU sOOO0 OODOD OOOO ODODO OOOO s0000 15 OTHER Specify p Unit d0ivision etc State ASSIGNNENT NO DATE NAILED EE 0000 0000 s OOOO 0000 s UU DUU DOOD 0000 s0000 oa DUDU s0000 oU 000 a 0000 a000i on UU UU 65 qo0o00 oe UI DUU 67 OO oo s000 s0000 HOOD n DOUD DO UU oU DUU nOOOd ODOD zip
8. IGNMENTS The TRAMAN for this course is Navy Customer Service Manual NAVEDTRA 12972 The TRAMAN pages that you are to study are listed at the beginning of each assignment Study these pages carefully before attempting to answer the questions in the course Pay close attention to tables and illustrations because they contain information that will help you understand the text Read the learning objectives provided at the beginning of each chapter or topic in the text and or preceding each set of uestions in the course Learning objectives state what you should be able to do after Q By enrolling in this course Remember however this self study course is only one part of the Practical experience schools desire to succeed are also necessary to successfully round out a fully meaningful training You have taken an important step in self improvement Keep up the good work LECTING YOUR ANSWERS After studying the you have demonstrated a desire to improve selected reading and your SE TRAMAN You should be ready to answer the questions in the assignment Read each question carefully then select the BEST answer Be sure to select your answer from the subject matter in the TRAMAN You may refer freely to the TRAMAN and seek advice and information from others on problems that may arise in the course However the answers must be the result of your own work and decisions You are prohibited from referring to or copying the answe
9. NAVEDTRA 82972 Naval Education and May 1993 Nonresident Training Traning Command 0503 LP 477 3800 Course NRTC Navy Customer Service Manual Only one answer sheet is included in the NRTC Reproduce the required number of sheets you need or get answer sheets from your ESO or designated officer DISTRIBUTION STATEMENT A Approved for public release distribution is unlimited Nonfederal government personnel wanting a copy of this document must use the purchasing instructions on the inside cover 0503LP4773800 DISTRIBUTION STATEMENT A Approved for public release distribution is unlimited Nonfederal government personnel wanting a copy of this document must write to superintendent of Documents Government Printing Office Washington DC 20402 OR Commanding Officer Naval publications and Forms Directorate Navy Aviation Supply Office 5801 Tabor Avenue Philadelphia PA 19120 5099 Attention Cash Sales for price and availability NAVY CUSTOMER SERVICE MANUAL NAVEDTRA 82972 Prepared by the Naval Education and Training Program Management Support Activity Pensacola Florida Congratulations yourself and the Navy total Navy training program program HOW TO COMPLETE THIS COURSE SUCCESSFULLY ERRATA If an errata comes with this course make all indicated changes or corrections before you start any assignment Do not change or correct the Training Manual TRAMAN or assignments in any other way TEXTBOOK ASS
10. at to study Providing advice and assistance Keeping the information to himself or herself des Gei wt F i Each member of a team not only influences the mood of the team but also the team s work habits Work habits in turn affect which of the following responsibilities of the contact point Providing customer service Controlling personal reactions Presenting a good appearance Making a good first impression gt wm Usually a team member performs only one job at the contact point but he or she may also be expected to perform which of the following jobs 1 Only the jobs he or she knows 2 Only the job he or she went to school for 3 Only the job he or she feels is most important 4 All jobs at the contact point To recognize the value of your job at the contact point you need to know which of the following types of job information Its value Its overall mission Its overall responsibilities Both 2 and 3 above ds w NP To contribute effectively to teamwork personnel working at the contact points must have what level of knowledge about their rating Expert Satisfactory Minimum Less than minimum A W N m The team member who has acquired L 67 the ability to handle more difficult jobs and indicates a willingness to assume more responsibility should be considered for what position Senior chief petty officer 2 Position of greater responsibility 3 Training supervisor 1 68 4 P
11. e gt wm FF Members of which of the following ratings would be assigned to a contact point that provides indirect services HM BM YN PC Ss GA NE Which of the following terms indicates the ability to use one s training effectively Skill Courtesy Attitude Cooperation me GA Ne foster which of the following attitudes in its members Personal Zi Impersonal 3 Positive 4 Negative Attitude can be described as the tendency to move away from or toward a situation 117 Ts True Zas False An aircraft mechanic spots a loose wire during a preventive maintenance check on a jet engine but does nothing about it Which of the following attitudes could prompt such an act of neglect 1 18 Positive 2 Negative Cooperative 4 Impersonal Doing your best in any job requires that you have which of the following personal characteristics 1 19 Pride in yourself 2 Pride in your ability 3 Pride in your job 4 Each of the above People are people and you can t change human nature i True 1 20 Ss False The structure of the Navy tends to 1 16 When the consequences of a situation are pleasant or desirable a person would have which of the following attitudes toward that situation 1 Positive 2 Negative 3 Cooperative 4 Uncooperative Before you can have a proper attitude toward others you must first develop a proper appreciation of which of the following people 1 Th
12. e supervisor 2 The customer 3 Your coworkers 4 Yourself If members only do what they are told to do when they are told to do it they are reflecting which of the following traits 1 Lack of training 2 Lack of skill 3 Lack of pride 4 Lack of cooperation Common courtesy is best described as a voluntary expression of respect for protocol another s rights or feelings one s own rights or feelings tradition gt wm Fa Working with other team members to improve individual performance and the overall efficiency of the organization reflects which of the following types of attitudes Cooperative 2 Enthusiastic 3 Courteous 4 Indifferent 1 24 The things we choose to do or not 1 28 to do results from which of the following personal characteristics Habits Appearance Self control Attitude mB WM Hr The customers opinion of you as a contact point representative is 1 27 based primarily on which of the following observations 1 Your total workload 2 Your appearance 3 Your response to their needs 4 Your friendliness A customer comes to you with a problem and asks Can you help IAS me You reply Yes I can In addition your response should reflect an attitude that implies which of the following statements 1 And I will 2 As soon as time permits 3 As soon as the information is received 4 But it will not be easy You should co
13. ef gt wm Routines or procedures provide which of the following benefits 1 They help identify problems 2 They increase customer satisfaction 3 They enable us to do jobs faster 4 They improve the customer s self esteem which of the following factors causes apathy on the job 1 The job has a defined purpose 2 The job is demanding 3 The job leads to challenging responsibility 4 The job lacks opportunity for advancement which of the following methods should be used to speed up service and reduce the customer s waiting time Limited services Written customer requests Appointments Walk ins Ss w DN e The contact point is governed by volumes of regulations manuals and directives Since you cannot memorize their contents you should concentrate on learning what information 1 The proper references in which to find answers 2 The answers to all routine questions 3 The contents of your most important reference 4 The contents of all important reference material 1 51 Benefits are to be afforded impartially to all eligible members but when may they be omitted by a command hen the ship size does not llow for service 2 hen the station location is or the service 3 hen the contact point is not W a W such that it does not permit f W s taffed for the service 4 All of the above which of the following circumstances is a reason to impose
14. es with needed instructions COURSE COMPLETION DISENROLLMENT FORM Refer to instructions in front of course PLEASE PRINT CLEARLY NAVY CUSTOMER SERVICE MANUAL 82972 NONRESIDENT TRAINING COURSE NRTC NAVEDTRA NUMBER NAME RANK RATE CIVILIAN SSN IF YOUR COURSE WAS ADMINISTERED BY NETPMSA YOU MUST SUBMIT THIS FORM TO THE ADDRESS BELOW IF YOUR COURSE WAS ADMINISTERED BY AN ACTIVE DUTY COMMANO OR NAVAL RESERVE CENTER DO NOT SUBMIT THIS FORM TO NETPMSA COURSE COMPLETION Date Lo YOU SHOULD RETAIN THE TRAINING MANUAL AND THE ASSIGNMENT BOOKLET IF THEY ARE NOT CLASSIFIED If CLASSIFIED submit the material to your command for proper disposition of CLASSIFIED material A letter of satisfactory completion will be issued to you after your last assignment is received and processed This form should be included when you send in the last assignment If the training manual and NRTC courses are designated with distribution statements B C 0 E F or X and you decide to dispose of the material you must destroy the material to prevent disclosure of contents or reconstruction of the document DISENROLLMENT Date Lt Did not complete the course In the event of disenrollment submit this form to the address below with any unused ADP answer sheets You need not return any other course material If the course material is CLASSIFIED you must submit the material to your command for proper disposition of CLASSIFIED material If
15. face with that person 2 Ask for the customer s supervisor 3 Tell that person to get someone else to talk for him or her 4 Ask the person to come to the contact point Seaman Door works for Captain Pistol in the Administrative office Which of the following responses should Seaman Door use when answering the phone Hello Seaman Door speaking Le Admin office may I help you Seaman Door here may I help you 4 Captain Pistol s office Seaman Door speaking 1 56 Lah 1 58 129 Which of the following types of 1 60 records is required by official directives t Leave chits Ze Th service center log 3 Applications for Navy correspondence courses 4 Handwritten notations regarding customer transactions A contact point team can be compared to a football team in kel regard to achieving a goal or winning What is the primary lement needed to achieve that goal Hard work Teamwork Individual performance Good supervision m GW NN F i Which of the following elements is an important aspect of teamwork Increasing responsibilities Presenting a good appearance Providing encouragement Controlling enthusiasm mW MH Hr When a team member is both proficient and experienced in a specific area of his or her rating he or she can help the other team members by demonstrating what 1 63 behavior Showing them how a job is done Showing them wh
16. l hold at contact points In completing this course you should become aware of the importance of good service and proper attitude in the everyday performance of your duties as a contact point representative You will demonstrate a knowledge of the subject matterby correctly answering questions pertaining to face to face contact with the shipmates that occur during the routine performance of their jobs the nature of Navy customers and their needs manning the contact points and the team spirit and team performance Naval courses may include several types of questions multiple choice true false matching etc The questions are not grouped by type but by subject matter They are presented in the same general sequence as the textbook material upon which they are based This presentation is designed to preserve continuity of thought permitting step by step development of ideas Not all courses use all of the types of questions available The student can readily identify the type of each question and the action required by inspection of the samples given below MULTIPLE CHOICE UESTIONS Each question contains several alternatives one of which provides the best answer to the question Select the best alternative and blacken the appropriate box on the answer sheet SAMPLE s 1 Who was the first person appointed Indicate in this way on the answer sheet Secretary of Defense under the National Security Act of 1947 1 George Marshall 2
17. ncentrate on kA 9 developing which of the following traits and abilities 1 A stern attitude with customers 2 A genuine interest in customers problems 3 A sense of humor 4 A superior attitude 1 30 Customers receiving services at your contact point usually observe enough of your work to make a completely fair evaluation of you the contact representative d True ZN False If you have a customer who wants to discuss a personal problem you should treat that person as an individual with what kind of need Routine Special Unimportant Nonessential gt om m A customer s first impression of a contact point representative is usually based on which of the following characteristics 1 Mannerisms ER Speech 3 Appearance 4 All of the above A customer s first impression of the contact representative will normally be generalized to what specific group 1 The entire office 2 The personnel in charge of the contact point 3 The rating of the contact representative 4 The ship s company The practice of speaking down to a customer implies you consider that person to be of what status Stupid Les Slow to understand Less than your equal 4 Less educated than you The use of which of the following terms reflects prejudice Chief Deck ape Seaman 4 Sailor E 1333 1 34 Placing individuals into groups 1 35 that you regard as inferior defines what term
18. o look busy demonstrate which of the following traits Lack of initiative Poor planning Poor supervision Each of the above WW Ww DM La As a supervisor you should set goals for team members at what level 1 Above the level the person is currently achieving 2 Below the level the person is currently achieving 3 High enough so that the person can achieve the goal 4 Low enough so that the person can achieve the goal 1 72 You should check completed work to 1 74 detect errors so that you can achieve which of the following purposes 1 Reintroduce policies and procedures to help members avoid future mistakes 2 Assign someone to work with the person who made the error 1 19 3 Review task assignments 4 Take disciplinary action 1 73 Which of the following actions is a reflection of poor supervision when you are trying to meet training needs 1 Shouting 2 Criticizing 3 Bragging 4 Making excuses U S G P 0 1993 733 075 80075 9 Which of the following factors determines the team member s training needs Knowledge level Paygrade Prior training and experience Time in service wow Nme Which of the following goals is achieved in a training session 1 Developing trainees awareness of the supervisor s knowledge level 2 Providing trainees with shortcuts to do their job faster 3 Discouraging trainees to exchange ideas and knowledge 4 Providing traine
19. osition of a higher paygrade When the Navy provides space to be used as a contact point who is responsible for making the space functional 1 The members of a designated team 1 69 2 The arrangement crew 3 The members of the contact point 4 The planning and layout team When planning the physical arrangement of the contact point you should provide which of the following types of accommodations for customers 1 A designated contact point representative who can greet and direct customers 2 Magazines and books with which waiting customers can entertain themselves 3 A traffic pattern that allows customers to socialize with each other ess 4 A lounge area in which waiting customers can find snack machines Which of the following personnel is responsible for creating a positive atmosphere for a contact team L The team members de The customers 3 The supervisor 4 The contact point representative Performance standards set by each team member must be acceptable by which of the following personnel Each team member The officer in charge The chief The contact point supervisor Hs Go Bo FE Encouraging team members to accept responsibility for jobs they are overqualified to perform results in which of the following achievements 1 Ensures the job gets completed 2 Shows importance da Improves teamwork 4 Makes the job challenging Supervisors who instruct their people t
20. rs of others and from giving answers to anyone else taking the same course Failure to follow these rules can result in suspension from the course and disciplinary action SUBMITTING COMPLETED ANSWER SHEETS Complete all assignments as quickly as possible to derive maximum benefit from the course As a minimum you must submit at least one assignment per month This is a studying the material Answering th questions correctly helps you accomplish the objectives BLACK DOT INFORMATION Black dots may be used in the text and correspondence course to emphasize important or supplemental information and to highlight instructions for answering certain questions Read these black dot entries carefully they will help you answer the questions and understand the material requirement established by the Chief of Naval Education and Training Failure to meet this requirement could result in disenrollment from the course TYPES OF ANSWER SHEETS If you are a U S Navy enlisted member on active duty or a drilling U S Naval Reserve enlisted member you should use the answer sheet attached at the end of this course and follow the instructions in section A below If you are an enlisted U S Naval Reserve member who is not attached to a drilling unit or if you are an officer a civilian or a member of the U S Army Air Force Marine Corps or Coast Guard you should use the Automatic Data Processing ADP answer shee
21. stics of the customer Appearance Speech Attitude Gestures gt wm ta To properly identify what a customer is trying to convey you should use which of the following methods 1 Ask them to put their problem in writing 2 Ask them to explain the problem to someone else 3 Ask them to come back at a later date 4 Ask them questions in a tactful skillful manner KE A customer came to you for advice 1 44 but left disappointed Which of the following circumstances would NOT have caused this situation 1 The customer felt rushed 2 You used unfamiliar terms The customer explained the problem in great detail 4 Other problems were bothering the customer 1 45 Which of the following personal characteristics interfere with effective communication 1 Cultural differences 2 Physical problems 3 Speech habits 4 Each of the above Which of the following speech 1 46 habits would increase understanding 1 Profanity 2 Exaggerated accent 3 Speaking very slowly 4 Slurred pronunciation What is the purpose of manning the contact point 1 47 1 To provide a friendly atmosphere 2 To provide a service 3 To provide an atmosphere to put the customer at ease 4 To provide a dynamic environment for training Disagreeing with a customer about official Navy policy could result in which of the following customer reactions Anger Resentment and frustration Loss of respect Reli
22. ts You must provide your own envelopes or request them from your ESO You may enclose more than one answer sheet in a single nvelope Remember regardless of how many answer sheets you submit at a time NETPMSA should receive at least one assignment a month NOTE DO NOT USE THE COURSE COMMENTS PAGE AS AN ENVELOPE FOR RETURNING ANSWER SHEETS OR OTHER COURSE MATERIALS Grading NETPMSA will grade the answer sheets and notify you by letter concerning your grade for each assignment your incorrect answers and your final grade The passing score for each assignment is 3 2 If you receive less than 3 2 on any assignment you must rework the assignment NETPMSA will enclose a new ADP answer sheet in the letter notifying you of the questions you answered incorrectly You will be required to redo the assignment and resubmit the new answer sheet The maximum score you can receive for a resubmitted assignment is 3 2 Course Completion When you complete the last assignment fill out the Course Completion form in the back of the course and enclose it with your last answer sheet NETPMSA will issue you a letter certifying that you satisfactorily completed the course You should make sure that credit for the course is recorded in your service record YOU MAY RETAIN THE TEXT NOTE YOUR OFFICIAL COURSE COMPLETION DATE WIIL BE THE DATE YOUR LAST ASSIGNMENT IS PROCESSED THROUGH THE NETPMSA ADP SYSTEM NOT
23. ts included in the course package and follow the instructions in section B A Manually Scored Answer Sheets If you are a U S Navy enlisted member on active duty or attached to a U S Naval Reserve drilling unit your course will be administered by your local command You must use the answer sheet designed for manual scoring NETPMSA form 1430 5 Stock Ordering Number 0502 LP 216 0100 You may get a supply of the forms from your Educational Services Officer ESO or you may reproduce the one in the back of this course booklet DO NOT USE THIS FORM FOR COURSES ADMINISTERED BY NETPMSA Recording Information on the Manually Scored Answer Sheets As you complete each assignment submit the completed answer sheet to your ESO for grading You may submit more than one answer sheet at a time Remember you must submit at least one assignment each month Grading Your ESO will grade each answer sheet and notify you of any incorrect answers The passing score for each assignment is 3 2 If you receive less than 3 2 on any assignment the ESO will list the questions you answered incorrectly and give you an answer sheet marked RESUBMIT You must redo the assignment and complete the RESUBMIT answer sheet The maximum score you can receive for a resubmitted assignment is Sada Course Completion After you have submitted all the answer sheets and have earned at least 3 2 on each assignment your command sho
24. uld give you credit for this course by making the appropriate entry in your service record Student Questions If you have questions concerning the administration of this course consult your ESO B ADP Answer Sheets If you are an enlisted U S Naval Reserve member who is not attached to a drilling reserve unit or if you are an officer a civilian or a member of the U S Army Air Force Marine Corps or Coast Guard use the ADP answer sheets provided in your course package You should use one blank original ADP answer sheet for each assignment Use only the original ADP answer sheet provided in your course package NETPMSA will not accept reproductions Recording Information on the ADP Answer Sheets Follow the MARKING INSTRUCTIONS on each answer sheet Be sur that blocks 1 2 and 3 are filled in correctly This information is necessary for your course to be properly processed and for you to receive credit for your work As You work the course be sure to mark your answers in the course booklet because your answer sheets will not be returned to you When you have completed an assignment transfer your answer from the course booklet to the answer sheet Mailing the Completed ADP Answer Sheets Upon completing an assignment mail the completed answer sheet to COMMANDING OFFICER NETPMSA CODE 074 6490 SAUFLEY FIELD RD PENSACOLA FL 32559 5000 Use envelopes to mail your answer shee
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