________ includes relevant information obtained from published materials such as magazines and white papers.

Which of the following should be included when determining adjusted gross income?

a. Alimony received. b. Compensation for injuries or sickness. c. Tuition scholarship. d. Rental value of parsonages.

Job aids assist customers in assisting customers in all but which of the following ways?

a. They assist customers to be co-producers of their own service. b. They reinforce prior training. c. They can assist in providing a miniature training program. d. They can take the place of all customer assistance telephone lines.