Volume 1: Customer Service

87 Questions | Total Attempts: 149

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Volume 1: Customer Service

AF FM SKT study questions.


Questions and Answers
  • 1. 
    At what level is the Secretary of the Air Force for Financial Management and Comptroller (SAF/FM) responsible for proper performance of financial management functions?
    • A. 

      Nonappropriated funds (NAF)

    • B. 

      All levels

    • C. 

      MAJCOM

    • D. 

      Base or wing level

  • 2. 
    Which Air Staff office serves as technical advisor in carrying out the Air Force's financial management responsibilities?
    • A. 

      SAF/FMB

    • B. 

      SAF/FME

    • C. 

      SAF/FMP

    • D. 

      SAF/AFAFO

  • 3. 
    What kind of program does the Air Force Accounting and Finance Office (AFAFO) provide to ensure effective internal controls?
    • A. 

      Fraud, Waste, and Abuse

    • B. 

      Management Control

    • C. 

      Quality Assurance

    • D. 

      Self-Inspection

  • 4. 
    The Defense Retiree and Annuitant System services retirees from all branches of service and is located in which Defense Finance and Accounting Service center?
    • A. 

      Cleveland

    • B. 

      Colombus

    • C. 

      Indianapolis

    • D. 

      Kansas City

  • 5. 
    How many divisions are in the Center of Expertise (CoE)?
    • A. 

      One

    • B. 

      Two

    • C. 

      Three

    • D. 

      Four

  • 6. 
    What information is obtained from the Occupational Survey Report process?
    • A. 

      Strawman task listing

    • B. 

      Functional area job tasks

    • C. 

      Specialty training standards

    • D. 

      Completed Career Field Education and Training Plan

  • 7. 
    Who creates the "strawman" task listing and submits it to the Utilization and Training Workshop membership?
    • A. 

      SME (subject matter expert)

    • B. 

      MAJCOM training managers

    • C. 

      MAJCOM functional managers

    • D. 

      Occupational measurement squadron

  • 8. 
    Which section of part 2 in the Career Field Education and Training Plan (CFETP) contains the course objective list and training standards?
    • A. 

      Section A

    • B. 

      Section B

    • C. 

      Section C

    • D. 

      Section D

  • 9. 
    The success of an on-the-job training program is the direct result of a dedicated, focused effort by
    • A. 

      Trainers and trainees

    • B. 

      Trainers and supervisors

    • C. 

      Management and trainees

    • D. 

      Management and the comptroller

  • 10. 
    Since it is mandatory for you to use on-the-job (OJT) training guides for core task certification, when should you download them from SAF/FM Web site?
    • A. 

      The day you are ready to use them

    • B. 

      Two months in advance of need date

    • C. 

      One month in advance of need date

    • D. 

      One week in advance of need date

  • 11. 
    Nominations for annual comptroller awards are submitted to
    • A. 

      MAJCOM by 31 December

    • B. 

      SAF/FMPC by 31 December

    • C. 

      SAF/FMPWE by the first workday in January

    • D. 

      MAJCOM by the first workday in January

  • 12. 
    Which of the four categories for comptroller awards carries the most weight during the selection process?
    • A. 

      Outstanding Achievement

    • B. 

      Leadership/Management Traits

    • C. 

      Job Knowledge and Duty Performance

    • D. 

      Professional/Community Accomplishments

  • 13. 
    What is actually more important then the underlying quality of the product or service you provide when providing customer service?
    • A. 

      Accurate results

    • B. 

      Timely feedback

    • C. 

      Customer perception

    • D. 

      Customer satisfaction

  • 14. 
    What is the first thing you should do when approached at the customer service desk?
    • A. 

      Listen carefully to the customer

    • B. 

      Greet the person and introduce yourself

    • C. 

      Restate the problem back to the customer

    • D. 

      Ask if there is anything else you can assist them with

  • 15. 
    Which organization writes, revises, and negotiates with the contracted credit card company on all issues for the government travel charge card program?
    • A. 

      DRU

    • B. 

      GSA

    • C. 

      SAF/FM

    • D. 

      MAJCOM

  • 16. 
    Who is responsible for administering the trvael charge card program at the base and unit levels?
    • A. 

      Supervisor

    • B. 

      Wing commander

    • C. 

      Squadron commander

    • D. 

      Agency program coordinator

  • 17. 
    After how many days is a delinquent travel charge card cancelled?
    • A. 

      45

    • B. 

      60

    • C. 

      90

    • D. 

      120

  • 18. 
    Who appoints the quality assurance manager to have the primary responsibility for administering the Quality Assurance Program?
    • A. 

      FM

    • B. 

      FSO

    • C. 

      FMA officer

    • D. 

      Wing commander

  • 19. 
    Who is the comptroller focal point for MAJCOM/FM inspections?
    • A. 

      IG

    • B. 

      FM

    • C. 

      FSO

    • D. 

      QAM

  • 20. 
    At a minimum, how often should performance indicators be reviewed to determine their continued adequacy in relating mission performance to management?
    • A. 

      Monthly

    • B. 

      Quarterly

    • C. 

      Annually

    • D. 

      Biannually

  • 21. 
    Which process tool provides the comptroller with an independent review of a functional area?
    • A. 

      Compliance Review

    • B. 

      Performance Indicator

    • C. 

      Quality Assurance Review

    • D. 

      Discrepancy Tracking Form

  • 22. 
    Which Defense Joint Military Pay System transaction is processed to establish a Pay Record Accessibility indicator for members not appearing on the Off-line Reporting Control roster?
    • A. 

      SC03

    • B. 

      SC04

    • C. 

      SG03

    • D. 

      SG04

  • 23. 
    Which net change of a Master Military Pay Account requires a further Pay Record Accessibility audit?
    • A. 

      $100 or an increase of 2.5 days of leave

    • B. 

      $50 or an increase of 2.5 days of leave

    • C. 

      $25 or an increase of over 2.5 days of leave

    • D. 

      $50 or an increase of over 2.5 days of leave

  • 24. 
    A condition that has a significant negative impact on an organization's management control objectives is known as
    • A. 

      A risk

    • B. 

      An audit finding

    • C. 

      A control weakness

    • D. 

      A material weakness

  • 25. 
    Who determines if a weakness is material enough to warrant reporting it to a higher level?
    • A. 

      Auditors

    • B. 

      Subordinates

    • C. 

      Management

    • D. 

      Functional OPR

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