Phoenix Standard Operating Procedures Vol 2.
Part 1 Questions and answers 100% PASS
• Exceptional customer service is the result of: 201.00 - CORRECT ANSWER-
An explicit, long term, planned out, acted out and refined organizational approach
to service delivery. It requires a personal commitment, organizational support and
leadership
• The ability for an organization to consistently give customers what they want is
_____: 201.00 - CORRECT ANSWER-Customer Service
• ______ means that the organization delegates official authority and trusts its
members to provide customer service to the level of their abilities and
imagination:201.00 - CORRECT ANSWER-Empowerment
• ______ happens any time we go beyond our standard quick, effective, nice
customer centered service to create a feeling that they are the most important
customer we served all:201.00 - CORRECT ANSWER-"Added Value"
• What is the formal and informal definition of a "customer" 201.00: - CORRECT
ANSWER-1. Formal- One who buys goods or services
,2. Informal- Any person with whom one has dealings with
• What do you ask yourself to determine if empowered to do an action: 201.00 -
CORRECT ANSWER-1. Is it the right thing for the customer?
2. Is it the right thing for the Dept.?
3. Is it legal, ethical and nice?
4. Is it safe?
5. Is it on your organizational level?
6. Is it something you are willing to be accountable for?
7. Is it consistent with our values and policies?
• Tactical Objectives in order of priority are: 201.01 - CORRECT ANSWER-1.
Remove endangered occupants and transport the injured
2. Stabilize the incident and provide for life safety
3. Conserve property
4. Provide for the safety, accountability and welfare of personnel
• What are the Functions of Command according to Volume 2: 201.01 -
CORRECT ANSWER-1. Assume and announce command, establish position
2. Size up situation (rapidly)
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,3. Initiate, maintain and control communication
4. Declare strategy, develop IAP, assign companys
5. Review, evaluate and revise as need the IAP
6. Provide for continuity, transfer, termination of command
• When will the tactical worksheet be initialized and utilized to assist in managing
incidents: 201.01 - CORRECT ANSWER-Command Mode-stationary command
by virtue of size, complexity, or potential for rapid expansion requiring immediate
strong, direct, overall command
• The Incident Commander is responsible for the completion of: 201.01 -
CORRECT ANSWER-Tactical Objectives
• What are examples of Fast Attack-Mobile Command Mode: 201.01 - CORRECT
ANSWER-1. Offensive Fire Attack (especially Marginal situation)
2. Critical life safety situations (rescue) must be achieved in compressed time
3. Any incident where safety and welfare of FF is a major concern
4. Obvious working incident that requires further investigation by Company
Officer
• Fast attack mobile command mode should last________ and end _________:
201.01 - CORRECT ANSWER-1. Lasts no longer than a few minutes
, 2. Ends:
a. When the scene is stabilized
b. Not stabilized and Company Officer must with draw to exterior and establish
Command Post
c. Command transferred to Command Officer
• During transfer of Command, what should the Company Officer brief the Chief
Officer assuming Command with what info: 201.01 - CORRECT ANSWER-1.
General Situation status
a. Conditions
b. IAP
c. Completion of Tactical Objectives
d. Safety considerations
2. Deployment/Assignment of operating crews
3. Appraisals of need for additional resources
© 2026 Copyright. All Rights Reserved. This document is
protected by copyright law
Part 1 Questions and answers 100% PASS
• Exceptional customer service is the result of: 201.00 - CORRECT ANSWER-
An explicit, long term, planned out, acted out and refined organizational approach
to service delivery. It requires a personal commitment, organizational support and
leadership
• The ability for an organization to consistently give customers what they want is
_____: 201.00 - CORRECT ANSWER-Customer Service
• ______ means that the organization delegates official authority and trusts its
members to provide customer service to the level of their abilities and
imagination:201.00 - CORRECT ANSWER-Empowerment
• ______ happens any time we go beyond our standard quick, effective, nice
customer centered service to create a feeling that they are the most important
customer we served all:201.00 - CORRECT ANSWER-"Added Value"
• What is the formal and informal definition of a "customer" 201.00: - CORRECT
ANSWER-1. Formal- One who buys goods or services
,2. Informal- Any person with whom one has dealings with
• What do you ask yourself to determine if empowered to do an action: 201.00 -
CORRECT ANSWER-1. Is it the right thing for the customer?
2. Is it the right thing for the Dept.?
3. Is it legal, ethical and nice?
4. Is it safe?
5. Is it on your organizational level?
6. Is it something you are willing to be accountable for?
7. Is it consistent with our values and policies?
• Tactical Objectives in order of priority are: 201.01 - CORRECT ANSWER-1.
Remove endangered occupants and transport the injured
2. Stabilize the incident and provide for life safety
3. Conserve property
4. Provide for the safety, accountability and welfare of personnel
• What are the Functions of Command according to Volume 2: 201.01 -
CORRECT ANSWER-1. Assume and announce command, establish position
2. Size up situation (rapidly)
© 2026 Copyright. All Rights Reserved. This document is
protected by copyright law
,3. Initiate, maintain and control communication
4. Declare strategy, develop IAP, assign companys
5. Review, evaluate and revise as need the IAP
6. Provide for continuity, transfer, termination of command
• When will the tactical worksheet be initialized and utilized to assist in managing
incidents: 201.01 - CORRECT ANSWER-Command Mode-stationary command
by virtue of size, complexity, or potential for rapid expansion requiring immediate
strong, direct, overall command
• The Incident Commander is responsible for the completion of: 201.01 -
CORRECT ANSWER-Tactical Objectives
• What are examples of Fast Attack-Mobile Command Mode: 201.01 - CORRECT
ANSWER-1. Offensive Fire Attack (especially Marginal situation)
2. Critical life safety situations (rescue) must be achieved in compressed time
3. Any incident where safety and welfare of FF is a major concern
4. Obvious working incident that requires further investigation by Company
Officer
• Fast attack mobile command mode should last________ and end _________:
201.01 - CORRECT ANSWER-1. Lasts no longer than a few minutes
, 2. Ends:
a. When the scene is stabilized
b. Not stabilized and Company Officer must with draw to exterior and establish
Command Post
c. Command transferred to Command Officer
• During transfer of Command, what should the Company Officer brief the Chief
Officer assuming Command with what info: 201.01 - CORRECT ANSWER-1.
General Situation status
a. Conditions
b. IAP
c. Completion of Tactical Objectives
d. Safety considerations
2. Deployment/Assignment of operating crews
3. Appraisals of need for additional resources
© 2026 Copyright. All Rights Reserved. This document is
protected by copyright law
