IAHSS ADVANCED OFFICER 2027 ANSWERS AND
QUESTIONS SET A+
✔✔Process improvements in customer service can be measured how?
a. Surveys
b. Monitoring performance
c. Benchmarking
d. All of the above - ✔✔d. All of the above
✔✔_______ can be an excellent way to measure customer service and improve
performance:
a. Surveys
b. Feedback
c. Employee complaints
d. Phone call monitoring - ✔✔b. Feedback
✔✔______ is an element in improving customer service:
a. Identifying customers
b. Attitude
c. Communication
d. Training
e. All of the above - ✔✔e. All of the above
✔✔Communication is ________________:
a. 93% body language, 7% words
b. 50% non-verbal, 50% verbal
c. 80% verbal, 20% gesture
d. 75% verbal, 20% gestures and tone of voice - ✔✔a. 93% body language, 7% words
✔✔Customer retention is __________ times less expensive than attracting new
customers.
a. 2 to 3
b. 5 to 6
,c. 7 to 9
d. 10 to 12 - ✔✔b. 5 to 6
✔✔Satisfied customers on average tell _________ other people about their positive
experience at a healthcare facility.
a. 1 to 2
b. 2 to 3
c. 4 to 5
d. 6 to 7 - ✔✔c. 4 to 5
✔✔How many healthcare organizations have earned the Planetree organization's
designation as a 'patient-centered hospital'?
a. Less than 100
b. Less than 115
c. More than 125
d. More than 200 - ✔✔c. more than 125
✔✔What are the four elements of the "Fish" philosophy? - ✔✔1. Choose your attitude
2. Play
3. Make Their day
4. Be present, be there
✔✔The acronym HEART expresses what: - ✔✔Honesty
Empathetic
Appreciative
Respectful
Tolerant
✔✔Research reveals that consumers make buying decisions based on:
a. 70% service / 30% product
b. 80% service / 20% product
c. 90% sevice / 10% product
d. 95% sevice / 5% product - ✔✔c. 90% sevice / 10% product
✔✔_____ % of customers stop doing business with an company because they are
dissatisifed with the product or service.
a. 10 %
b. 14%
c. 23%
d. 31% - ✔✔b. 14%
✔✔______ % of customers leave because of an attitude of indifference on the part of
the service provider.
a. 25%
b. 50%
, c. 68%
d. 75% - ✔✔c. 68%
✔✔What determines whether a customer is satisfied or not?
a. A customer that is visably pleased
b. A customers perception of having needs met
c. A customers who has had his questions answered
d. A customer feeling good - ✔✔b. A customers perception of having needs met
✔✔Key traits security officers should have (7): - ✔✔Emotional awareness; concern;
Problem solving; Initiative; responsibility; Explaining, and informing
✔✔What is the most powerful booster of customer service improvement?
a. Surveys
b. Evaluations
c. Benchmarking
d. Feedback - ✔✔d. Feedback
✔✔Which legal test takes into account neighborhood crime rates, industry standards,
and the owner's experience at other locations?
a. Forseeability
b. Neglience
c. Totality of circumstances
d. Duty to invitees - ✔✔c. Totality of circumstances
✔✔The major source of premise liability in healthcare is from:
a. Poor lighting
b. Slips and falls
c. Fire hazards
d. Assaults - ✔✔b. Slips and falls
✔✔Property owners have a ________ duty to maintain the property in a ___________
condition.
a. Legal / reasonably safe
b. Moral / reasonably safe
c. Legal / completely safe
d. Moral / completely safe - ✔✔a. Legal / reasonably safe
✔✔Which of the following are elements necessary to establish neglience in a premise
liability case?
a. Duty to the plaintiff
b. Failure to meet the duty
c. Breech of a duty caused an injury
d. All of the above - ✔✔d. All of the above
QUESTIONS SET A+
✔✔Process improvements in customer service can be measured how?
a. Surveys
b. Monitoring performance
c. Benchmarking
d. All of the above - ✔✔d. All of the above
✔✔_______ can be an excellent way to measure customer service and improve
performance:
a. Surveys
b. Feedback
c. Employee complaints
d. Phone call monitoring - ✔✔b. Feedback
✔✔______ is an element in improving customer service:
a. Identifying customers
b. Attitude
c. Communication
d. Training
e. All of the above - ✔✔e. All of the above
✔✔Communication is ________________:
a. 93% body language, 7% words
b. 50% non-verbal, 50% verbal
c. 80% verbal, 20% gesture
d. 75% verbal, 20% gestures and tone of voice - ✔✔a. 93% body language, 7% words
✔✔Customer retention is __________ times less expensive than attracting new
customers.
a. 2 to 3
b. 5 to 6
,c. 7 to 9
d. 10 to 12 - ✔✔b. 5 to 6
✔✔Satisfied customers on average tell _________ other people about their positive
experience at a healthcare facility.
a. 1 to 2
b. 2 to 3
c. 4 to 5
d. 6 to 7 - ✔✔c. 4 to 5
✔✔How many healthcare organizations have earned the Planetree organization's
designation as a 'patient-centered hospital'?
a. Less than 100
b. Less than 115
c. More than 125
d. More than 200 - ✔✔c. more than 125
✔✔What are the four elements of the "Fish" philosophy? - ✔✔1. Choose your attitude
2. Play
3. Make Their day
4. Be present, be there
✔✔The acronym HEART expresses what: - ✔✔Honesty
Empathetic
Appreciative
Respectful
Tolerant
✔✔Research reveals that consumers make buying decisions based on:
a. 70% service / 30% product
b. 80% service / 20% product
c. 90% sevice / 10% product
d. 95% sevice / 5% product - ✔✔c. 90% sevice / 10% product
✔✔_____ % of customers stop doing business with an company because they are
dissatisifed with the product or service.
a. 10 %
b. 14%
c. 23%
d. 31% - ✔✔b. 14%
✔✔______ % of customers leave because of an attitude of indifference on the part of
the service provider.
a. 25%
b. 50%
, c. 68%
d. 75% - ✔✔c. 68%
✔✔What determines whether a customer is satisfied or not?
a. A customer that is visably pleased
b. A customers perception of having needs met
c. A customers who has had his questions answered
d. A customer feeling good - ✔✔b. A customers perception of having needs met
✔✔Key traits security officers should have (7): - ✔✔Emotional awareness; concern;
Problem solving; Initiative; responsibility; Explaining, and informing
✔✔What is the most powerful booster of customer service improvement?
a. Surveys
b. Evaluations
c. Benchmarking
d. Feedback - ✔✔d. Feedback
✔✔Which legal test takes into account neighborhood crime rates, industry standards,
and the owner's experience at other locations?
a. Forseeability
b. Neglience
c. Totality of circumstances
d. Duty to invitees - ✔✔c. Totality of circumstances
✔✔The major source of premise liability in healthcare is from:
a. Poor lighting
b. Slips and falls
c. Fire hazards
d. Assaults - ✔✔b. Slips and falls
✔✔Property owners have a ________ duty to maintain the property in a ___________
condition.
a. Legal / reasonably safe
b. Moral / reasonably safe
c. Legal / completely safe
d. Moral / completely safe - ✔✔a. Legal / reasonably safe
✔✔Which of the following are elements necessary to establish neglience in a premise
liability case?
a. Duty to the plaintiff
b. Failure to meet the duty
c. Breech of a duty caused an injury
d. All of the above - ✔✔d. All of the above
