IAHSS BASIC OFFICER CERTIFICATION 2026
EXAM PREPARATION PACK KEY SECURITY
OPERATIONS AND SAMPLE QUESTIONS WITH
EXPLANATIONS
◉ What is the relationship between employees and management
sometimes called?
A. Employee relations
B. Confidentiality
C. Family Interaction
D. Tense conversation. Answer: A. The relationship between
employees and management is sometimes called EMPLOYEE
RELATIONS.
◉ Which of the following may union members NOT do during
picketing?
A. Carry signs
B. Protest management decisions
C. Block entrances to the facility
D. Congregate outside the facility. Answer: C. Union members may
not BLOCK ENTRANCES TO THE FACILITY during picketing.
,◉ Which of the following is NOT a true statement about customers'
perceptions of their experience?
A. Interaction is subject to personal interpretation
B. Interaction can only be perceived by the words stated
C. Interaction is affected by body language
D. Interaction is affected by all of your actions. Answer: B.
INTERACTION CAN ONLY BE PERCEIVED BY THE WORDS STATED is
NOT a true statement about customer's perception of their
experience..
◉ Which of the following is NOT one of the three powerful, personal
reasons to provide great customer service?
A. More job satisfaction
B. Less stress and hassle
C. Trying to impress your supervisor
D. More job success. Answer: C. TRYING TO IMPRESS YOUR
SUPERVISOR is NOT one of the three powerful, personal reasons to
provide great customer service.
◉ Which of the following describes the main objective of good
customer service?
A. To make the customer walk away with a positive feeling
,B. To help the customer see that someone tried, even
though the customer's wants were not met
C. To make the customer think that no one cares about the concern
raised by the customer
D. To help the customer walk away with a neutral feeling. Answer: A.
The main objective of good customer service is TO MAKE THE
CUSTOMER WALK AWAY WITH A POSITIVE FEELING [about the
encounter].
◉ Which of the following is the definition of a customer?
A. External paying customer
B. Internal customer
C. Non-paying external customer
D. Anyone with whom you interact. Answer: D. A customer is defined
as ANYONE WITH WHOM YOU INTERACT.
◉ Which of the following is NOT a common technique to use when
providing good customer service?
A. Acknowledge the customer's needs
B. Use inappropriate body language
C. Provide alternatives
, D. Say thank you. Answer: B. USING INAPPROPRIATE BODY
LANGUAGE is NOT a common technique to use when providing good
customer service.
◉ Which of the following is NOT a true statement?
A. Team building encourages employee involvement in planning,
problem solving, and decision making within the organization.
B. Team building promotes a better understanding of decisions.
C. Team building rarely contributes to support for ownership of
decisions, processes, and changes
D. Active participation on teams can engage employees. Answer: C.
Team building rarely contributes to support for ownership of
decisions, processes, and changes is NOT a true statement.
◉ Which of the following is NOT an ongoing, or functional, work
team?
A. A project team
B. A natural team
C. A management team
EXAM PREPARATION PACK KEY SECURITY
OPERATIONS AND SAMPLE QUESTIONS WITH
EXPLANATIONS
◉ What is the relationship between employees and management
sometimes called?
A. Employee relations
B. Confidentiality
C. Family Interaction
D. Tense conversation. Answer: A. The relationship between
employees and management is sometimes called EMPLOYEE
RELATIONS.
◉ Which of the following may union members NOT do during
picketing?
A. Carry signs
B. Protest management decisions
C. Block entrances to the facility
D. Congregate outside the facility. Answer: C. Union members may
not BLOCK ENTRANCES TO THE FACILITY during picketing.
,◉ Which of the following is NOT a true statement about customers'
perceptions of their experience?
A. Interaction is subject to personal interpretation
B. Interaction can only be perceived by the words stated
C. Interaction is affected by body language
D. Interaction is affected by all of your actions. Answer: B.
INTERACTION CAN ONLY BE PERCEIVED BY THE WORDS STATED is
NOT a true statement about customer's perception of their
experience..
◉ Which of the following is NOT one of the three powerful, personal
reasons to provide great customer service?
A. More job satisfaction
B. Less stress and hassle
C. Trying to impress your supervisor
D. More job success. Answer: C. TRYING TO IMPRESS YOUR
SUPERVISOR is NOT one of the three powerful, personal reasons to
provide great customer service.
◉ Which of the following describes the main objective of good
customer service?
A. To make the customer walk away with a positive feeling
,B. To help the customer see that someone tried, even
though the customer's wants were not met
C. To make the customer think that no one cares about the concern
raised by the customer
D. To help the customer walk away with a neutral feeling. Answer: A.
The main objective of good customer service is TO MAKE THE
CUSTOMER WALK AWAY WITH A POSITIVE FEELING [about the
encounter].
◉ Which of the following is the definition of a customer?
A. External paying customer
B. Internal customer
C. Non-paying external customer
D. Anyone with whom you interact. Answer: D. A customer is defined
as ANYONE WITH WHOM YOU INTERACT.
◉ Which of the following is NOT a common technique to use when
providing good customer service?
A. Acknowledge the customer's needs
B. Use inappropriate body language
C. Provide alternatives
, D. Say thank you. Answer: B. USING INAPPROPRIATE BODY
LANGUAGE is NOT a common technique to use when providing good
customer service.
◉ Which of the following is NOT a true statement?
A. Team building encourages employee involvement in planning,
problem solving, and decision making within the organization.
B. Team building promotes a better understanding of decisions.
C. Team building rarely contributes to support for ownership of
decisions, processes, and changes
D. Active participation on teams can engage employees. Answer: C.
Team building rarely contributes to support for ownership of
decisions, processes, and changes is NOT a true statement.
◉ Which of the following is NOT an ongoing, or functional, work
team?
A. A project team
B. A natural team
C. A management team
