Practice Test Geeks(FAC) Federal Acquisition Certification Practice Test
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Customer Relations & Service Flashcards

7 cards from real FAC practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.

Read the first 7 Customer Relations & Service flashcards as text

  1. A customer asks for a brand-name product in their statement of work. Under FAR Part 11, the contracting officer should:

    Answer: Require a brand-name justification and seek equivalent alternatives unless justified

    FAR 11.104 requires a written justification for brand-name specifications and encourages use of 'brand-name or equal' to foster competition.

  2. Which of the following BEST describes a service-level agreement (SLA) in a federal contracting environment?

    Answer: A documented commitment between the contracting office and customer defining expected performance standards

    An SLA establishes measurable performance standards and expectations between the acquisition office and its internal customers.

  3. An agency customer complains that a contracting officer's decision is unreasonable. The MOST appropriate first step is:

    Answer: Listen to the concern, explain the legal basis for the decision, and offer available remedies

    Good customer relations require explaining decisions clearly and identifying available options, even when the original decision stands.

  4. In the context of FAC-C training, 'customer focus' primarily means:

    Answer: Understanding and balancing customer needs within the bounds of law and regulation

    FAC-C emphasizes serving customer needs while ensuring all actions comply with applicable laws, regulations, and ethical standards.

  5. A program manager wants to add a new requirement to an existing contract. What should the contracting officer evaluate first?

    Answer: Whether the new work is within the general scope of the existing contract

    Adding out-of-scope work without competition could constitute an improper sole-source award; scope determination is the critical first step.

  6. Which communication approach BEST supports effective customer relations in acquisition?

    Answer: Proactive, clear, and timely communication throughout the acquisition lifecycle

    Proactive communication at every acquisition stage builds trust, sets expectations, and reduces misunderstandings with customers.

  7. When a contractor delivers a non-conforming product, the COR should FIRST:

    Answer: Reject the item, document the non-conformance, and notify the contracting officer

    The COR must document non-conformances and report to the contracting officer, who has authority to take corrective action.