IAHSS Advanced Officer Certification Exam (2023/ 2024) Questions and Verified Answers| 100% Correct

IAHSS Advanced Officer Certification Exam (2023/ 2024) Questions and Verified Answers| 100% Correct Q: 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 Answer: b. 5 to 6 Q: 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 Answer: c. 4 to 5 Q: 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 Answer: c. more than 125 Q: What are the four elements of the "Fish" philosophy? Answer: 1. Choose your attitude 2. Play 3. Make Their day 4. Be present, be there Q: The acronym HEART expresses what: Answer: Honesty Empathetic Appreciative Respectful Tolerant Q: 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 Answer: c. 90% sevice / 10% product Q: _____ % 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% Answer: b. 14% Q: ______ % of customers leave because of an attitude of indifference on the part of the service provider. a. 25% b. 50% c. 68% d. 75% Answer: c. 68% Q: 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 Answer: b. A customers perception of having needs met Q: Key traits security officers should have (7): Answer: Emotional awareness; concern; Problem solving; Initiative; responsibility; Explaining, and informing Q: What is the most powerful booster of customer service improvement? a. Surveys b. Evaluations c. Benchmarking d. Feedback Answer: d. Feedback Q: 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 Answer: c. Totality of circumstances Q: The major source of premise liability in healthcare is from: a. Poor lighting b. Slips and falls c. Fire hazards d. Assaults Answer: b. Slips and falls Q: 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 Answer: a. Legal / reasonably safe Q: 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 Answer: