IAHSS FULL STUDY GUIDE ACTUAL QUESTIONS
WITH VERIFIED SOLUTIONS
◉ What is the relationship between employees and management
sometimes called?
A. Employee relations.
B. Confidentiality.
C. Family interaction.
D. Tense conversation.
Answer: A. 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 building.
D. Congregate outside the facility.
Answer: C. Block entrances to the building.
◉ 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 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 words stated.
◉ 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.
◉ 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 though
the customer,s wants were not met.
C. To make the customer think no one cares about the concern raised
by the customer.
D. To help the customer walk away with a neutral feeling.
Answer: A. To make the customer walk away with a positive feeling.
,◉ 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. Anyone with whom you interact.
◉ Which of the following is NOT a common technique to use while
providing good customer service.
A. Acknowledge the customer's needs.
B. Use inappropriate body language.
C. Provide alternatives.
D. Say thank you.
Answer: B. Use inappropriate body language.
◉ The Joint Commission requires that risk assessments be
conducted how often?
A. Every two years.
B. Every six months.
C. Every year.
D. Monthly.
Answer: C. Every year.
, ◉ 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.
◉ Which of the following is NOT an ongoing or functional work
team?
A. A project team.
B. A natural work team.
C. A management team.
D. A process improvement team.
Answer: A. A project team.
◉ What is a misdemeanor?
A. A crime punishable by imprisonment for more than a year.
B. A violation of the municipal code.
C. Any offense other than a felony.
WITH VERIFIED SOLUTIONS
◉ What is the relationship between employees and management
sometimes called?
A. Employee relations.
B. Confidentiality.
C. Family interaction.
D. Tense conversation.
Answer: A. 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 building.
D. Congregate outside the facility.
Answer: C. Block entrances to the building.
◉ 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 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 words stated.
◉ 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.
◉ 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 though
the customer,s wants were not met.
C. To make the customer think no one cares about the concern raised
by the customer.
D. To help the customer walk away with a neutral feeling.
Answer: A. To make the customer walk away with a positive feeling.
,◉ 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. Anyone with whom you interact.
◉ Which of the following is NOT a common technique to use while
providing good customer service.
A. Acknowledge the customer's needs.
B. Use inappropriate body language.
C. Provide alternatives.
D. Say thank you.
Answer: B. Use inappropriate body language.
◉ The Joint Commission requires that risk assessments be
conducted how often?
A. Every two years.
B. Every six months.
C. Every year.
D. Monthly.
Answer: C. Every year.
, ◉ 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.
◉ Which of the following is NOT an ongoing or functional work
team?
A. A project team.
B. A natural work team.
C. A management team.
D. A process improvement team.
Answer: A. A project team.
◉ What is a misdemeanor?
A. A crime punishable by imprisonment for more than a year.
B. A violation of the municipal code.
C. Any offense other than a felony.
