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99 Cards in this Set
- Front
- Back
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What is PSS?
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Needs Satisfaction Selling Process
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What is the goal of PSS?
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To make informed, mutually beneficial decisions.
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What are the steps of PSS?
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Opening, Probing, Supporting, Closing.
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What is the goal of the Opening?
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To agree on what will be covered or accomplished.
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What is the goal of Probing?
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To build a clear, complete, mutual understanding of a customers needs.
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What is the goal of Supporting?
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To help a customer understand specifically how you can satisfy a need.
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What is the goal of Closing?
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To agree on appropriate next steps.
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When do you Open?
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You and the customer are ready to conduct business.
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How do you Open?
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Proprose an agenda, state the value to the customer, and check for acceptance.
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When do you Probe?
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You want to elicit information from a prospect.
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How do you Probe?
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use open and closed probes to explore the customer's circumstances/needs.
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When do you Support?
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The customer has expressed a need, you clearly understand the need, and you know how your product/organization can address that need.
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How do you Support?
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Acknowledge the need, describe relevant features and benefits, and check for acceptance.
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When do you Close?
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The customer signals a readiness to move ahead or the customer has accepted the benefits you've described.
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How do you Close?
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Review previously accepted benefits, propose next steps for you and the customer, and check for acceptance.
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Resolving Skepticism:
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First probe to understand the concern. When: It's clear that the customer doubts a feature or benefit you've described. How: Acknowledge the concern, offer relevant proof, and check for acceptance.
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Resolving a Misunderstanding:
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First probe to understand the concern. When: It's clear that the customer thinks you can't provide a feature or benefit you can provide. How: Confirm the need behind the concern, Support the need: Acknowledge the need. Describe relevant features and benefits, check for acceptance.
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Resolving a Drawback:
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First probe to understand the concern. When: It's clear that the customer is dissatisfied with the absence or presence of a feature or benefit. How: Acknowledge the concern, refocus on the bigger picture, outweigh with previously accepted benefits, and check for acceptance.
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Overcoming Customer Indifference:
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When: A customer expresses satisfaction with his or her circumstances. How: Acknowledge the customers point of view, request permission to probe, probe to create customer awareness of needs: Explore the customer's circumstances for opportunities and effects. Confirm the existence of a need.
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When should a recruiter take the PSS Applications course?
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4-6 months after reporting on-board
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What are the different types of inspections?
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NIT, Production and Turnover
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When is a production inspection required?
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When a station misses goal 2 consecutive months in a row.
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Who can waive the production inspection?
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The EPO
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If a station misses goal 3 months in a row, can the production inspection be waived?
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No. No waiver is authorized.
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When must a recruiter be RQS qualified?
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Within 6 months (9 months with re-board).
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When should a recruiter have a Recruiter Development Board?
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At the 4 month on-board mark.
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What is the purpose of the RDB?
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To make sure the individual recruiter is tracking towards PQS qualification and solicit members' feedback on the command check-in process, training programs and quality of life.
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What is a Tab "D"?
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Recruiter Development Board Input.
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What are some items on the Tab "D"?
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High schools assigned, % or NRS market assigned, ASAD data (Past 12 months), % of PQS completed, Home visits, High school presentations conducted, NCO to date - Active/Reserve, Attrition, Recruiter comments, RinC comments, Zone Supervisor comments.
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What is a Tab "E"?
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Recruiter Development Board Results - The findings are either "Satisfactory", or "Unsatisfactory". The boards' recommendations and a plan of action if necessary.
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What is ERPMS?
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Enlisted Recruiter Production Management System
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What are the three parts of ERPMS?
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1) PATE
2) Planner 3) Applicant Log |
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How long do you maintain the PATE?
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Current month plus previous 12 months. (Recruiter will retain for as long as they are on-board)
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How long must the applicant logs be retained?
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Current plus 12 months.
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How long must the planner be retained?
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Current plus 12 months.
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What percentage of the District's NCO is the LEADS department responsible for?
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At least 34%.
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The current CRUITMAN is?
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1130.8H
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What does LEADS stand for?
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Local Effective Accession Delivery System
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What are the different reports that you may print out of STEAM?
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1) History
2) Population 3) Quality 4) Totals |
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How often is ASAD updated?
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Quarterly
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How long is a valid ASVAB score good for?
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2 years
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How long is a MEPS Physical good for?
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2 years however, requires an inspect if it's more than 30 days old.
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Who assigns the UDA to a newly reporting recruiter?
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The CR
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CNRC uses what type of goaling method?
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Fair Share Goaling
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Recruiter indoctrination should be completed within how many days of reporting to the NRS?
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45 days
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What is the board composition for a RinC PQS board?
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1) XO (Chair)
2) EPO 3) CR or ACR 4) District Trainer or ZS |
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What is the CNRCINST 1650.1?
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CNRC Awards Instruction
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What is the CNRCINST 1430.7?
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Recruiting Command Advancement Program (RCAP)
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What are some of the reasons a recruiter would be subject to a Fault Transfer?
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Rendered them ineligible for recruiting duty due to their own actions. (Misconduct, DUI in GOV, Missuse of GOV, etc...)
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Explain no-fault transfers:
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Recruiter is found incompatible with recruiting duty through no-fault of their own. (Must be identified within the first 9 months, documentation must be very thorough and indicate all weaknesses were trained to).
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What are the three types of Coaching Calls?
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1) Modeling
2) Supporting 3) Observing |
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How many volumes are there in the 1130.8 and what is in each volume?
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There are five total.
Volume I: Recruiting Operations Volume II: Eligibility Requirements Volume III: Forms and Documents Volume IV: Programs and Classification Volume V: Delayed Entry Program (DEP) |
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What are the steps of diagnosis during a coaching call?
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Set the stage, explore the situation, and confirm buy-in on the action plan.
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What are the NERP Core Contact Skills?
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Skill 1: Engage the prospect
Skill 2: Explore prospect issues Skill 3: Qualify the prospect Skill 4: Request action |
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What does the acronym PRIDE stand for?
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Personalized Recruiting for Immediate and Delayed Enlistment
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What does CNRCINST 1500.4 cover?
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Training program policy and procedures for Navy Recruiting Command Field Activities.
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What instruction would you go to if you were looking for RCAP eligibility?
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CNRCINST 1430.7 Recruiting Command Advancement Program.
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What are the two different types of RCAP advancements available to an NRD?
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1) Meritorious based on 1 RCAP per 50 enlisted Sailors
2) Production based on specific command production goal attainments |
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What is the minimum DEP Meeting attendance required?
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80%
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List the applicant record tabs in R-TOOLS:
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1) 1-Screen
2) Additional 3) Sales 4) Remarks 5) Blueprint 6) Medical 7) Employment 8) Tests 9) Education 10) Prior Service 11) Feedback (LEADS) |
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What are the time frames for LEADS?
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1) Contacted within 24 hours.
2) Disposition within 30 days. 3) Maintained in working tickler for four months or until contracted or unworkable. |
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How long are DEP Records maintained in working tickler?
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Through RTC graduation.
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What is the max number of records allowed at one time in the current working tickler?
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No more than 50 records at one time.
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How is the working tickler loaded?
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Loaded based on Goaling Letter on the last day of the current week.
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How long are Applicant Records retained in R-TOOLS?
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For at least four years after high school graduation.
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What is the purpose of Blueprinting?
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To reduce or eliminate call reluctance.
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What does PATE stand for?
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Production Analysis Training and Evaluation
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What does SMART stand for?
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Station Market Analysis and Review Technique
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What is SMART designed to accomplish?
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Designed to target quality market centers by showing areas that will provide the best possible success in recruiting.
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Where does the majority of the information used in SMART come from?
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WebSTEAM
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How many parts does SMART consist of and what are they?
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SMART consists of 5 parts:
1) NRS Territorial Map 2) Goal Recap Sheets 3) DEP Status Board 4) High School/Community College Folders 5) ASAD |
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What is ASAD?
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All Service Acession Data
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What is CIRIMS?
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Command Integrated Recruiting Information management Support
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RL
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Local Lead
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RN
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National Lead
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PN
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Pro-Navy
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MO
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Mail Out
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AS
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ASVAB
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RZ
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Prior Service
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SS
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Selective Service
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HS
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High School List
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RT
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Name List
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PH
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Phone
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RD
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DEP Referral
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RA
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Applicant Referral
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RI
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School Counselor/COI
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PD
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Personally Developed Contact
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WI
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Walk In
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RP
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RAP/HARP/SEMINAR Referral
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RAP
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Recruiting Assistance Program
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RAF
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Recruiter Assignment Factor
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HARP
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Hometown Area Recruiting Program
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SEMINAR
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Senior Enlisted Minority Assistance to Recruiting Program
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APG
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Advance Pay Grade
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RESCORE
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Recruiting Selected Conversion Reenlistment
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OSVET
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Other Service Veterans
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NAVET
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Navy Veterans
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NAT
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New Accession Training
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RDAC
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Recruiting District Assistance Council
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