FAC Customer Relations & Service 3

Question 1

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

Accepted Answer

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

Answer

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

Question 2

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

Accepted Answer

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

Answer

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

Question 3

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

Accepted Answer

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

Answer

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

Question 4

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

Accepted Answer

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

Answer

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

Question 5

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

Accepted Answer

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

Answer

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

(FAC) Federal Acquisition Certification Practice Test