REP 1- REP 2 UPDATED COMPREHENSIVE EXAM
QUESTIONS AND ANSWERS SURE A+
✔✔Which OSHA safety standards below pertain to a cable operators field personnel? -
✔✔Safety Training, Peronsel Protective Equipment, inspecting climbing equipment,
testing utility poles before climbing, and working with hazardous substances
✔✔One test performed to ensure that a pole is stable and without decay involves
wrapping the pole with a hamer starting near the ground line and continuing upward
around the pole. What results indicate that the pole has decay? - ✔✔A dull thud sound
✔✔What aspects of an extension ladders construction should an inspection include? -
✔✔The condition of the rungs, side rails, rope and pulley, ladder feet, strand hooks, and
the rung-latch mechanism
✔✔What possible consequences could result from an OSHA investigation that proves
that an accident was due to a lack of, or improper training? - ✔✔OSHA can fine the
employer up to 10,000 for each employee who was improperly trained?
✔✔How often are the National Electric Code and National Electric Safety Code
updated? - ✔✔Every three years
✔✔What could the safety consequences of leaving a raised extension ladder
unattanded, while working inside a customer premises? - ✔✔An unattended, raised
extension ladder could attract a curious child who could play on, or climb the ladder,
possibly leading to serious injury or death from falling
✔✔Which orginization revealed the following two of the eight quality customer service
benefits: 1: improved perceived value of cable services and 2: minimized threat of
competition? - ✔✔The cable and telecommunications association for marketing
✔✔Which of the following associations established quantitive customer service
standards for the following areas: 1: office and telephone availablility 2: installations 3:
outages 4: service calls 5: communications, refunds, and bills? - ✔✔The internet and
television association
✔✔Which of the following statements defines "quality customer service"? - ✔✔Doing
your job right the first time, every time
✔✔A customer builds an image of your company within how many seconds of your first
interaction? - ✔✔15
, ✔✔Confidence, caring, consideration, and (blank) are the four C's that significantly
contribute to superior customer service? - ✔✔Creativity
✔✔Professionalism is measured not only by our competence and performance skills,
but also by which of the following? - ✔✔Attitude
✔✔Folded arms, shaking your finger to emphasize a point, and avoiding direct eye
contact are all examples of which of the following? - ✔✔Non-Verbal expressions
✔✔The statement "as a professional, you must develop an ability to see each customer
as someone who deserves special attention. If you see each customer as a unique
individual, you can genuinely consider that customer's special needs" defines which of
the following? - ✔✔Consideration
✔✔The statement "Thanks for calling, Mr. Scherz. I'd be happy to assist you with your
questions!" Is an example of which of the following? - ✔✔Greeting the customer using
his/her name so he/she feels special.
✔✔How many people on average does a typical dissatisfied customer share his/her
experiences with? - ✔✔11
✔✔Which occupation makes the top 10 listed of nearly every published piece of
research on stress? - ✔✔Customer service
✔✔The heart beating faster, the pupils dilating, and oxygen rushing to the muscle
groups are all physical attributes that happen when the body prepares itself for which of
the following? - ✔✔"Fight or flight"
✔✔Psychologists have found that self-talk is what percentage positive vs. negative? -
✔✔30% positive, 70% negative
✔✔Establishing a routine can greatly help with relieving stress. Which of the following
practices can also help? - ✔✔Letting others help you with routine activities
✔✔Which process can help you keep your cool in the heat of the moment? - ✔✔Stop,
look, listen
✔✔Naming it, imagining it, booking it, etc, are all examples of what? - ✔✔Quick stress
managers
✔✔Which of the following is a stress reliever that can help you cope with and manage
your stress response when placed on the hot seat? - ✔✔Believing in yourself
QUESTIONS AND ANSWERS SURE A+
✔✔Which OSHA safety standards below pertain to a cable operators field personnel? -
✔✔Safety Training, Peronsel Protective Equipment, inspecting climbing equipment,
testing utility poles before climbing, and working with hazardous substances
✔✔One test performed to ensure that a pole is stable and without decay involves
wrapping the pole with a hamer starting near the ground line and continuing upward
around the pole. What results indicate that the pole has decay? - ✔✔A dull thud sound
✔✔What aspects of an extension ladders construction should an inspection include? -
✔✔The condition of the rungs, side rails, rope and pulley, ladder feet, strand hooks, and
the rung-latch mechanism
✔✔What possible consequences could result from an OSHA investigation that proves
that an accident was due to a lack of, or improper training? - ✔✔OSHA can fine the
employer up to 10,000 for each employee who was improperly trained?
✔✔How often are the National Electric Code and National Electric Safety Code
updated? - ✔✔Every three years
✔✔What could the safety consequences of leaving a raised extension ladder
unattanded, while working inside a customer premises? - ✔✔An unattended, raised
extension ladder could attract a curious child who could play on, or climb the ladder,
possibly leading to serious injury or death from falling
✔✔Which orginization revealed the following two of the eight quality customer service
benefits: 1: improved perceived value of cable services and 2: minimized threat of
competition? - ✔✔The cable and telecommunications association for marketing
✔✔Which of the following associations established quantitive customer service
standards for the following areas: 1: office and telephone availablility 2: installations 3:
outages 4: service calls 5: communications, refunds, and bills? - ✔✔The internet and
television association
✔✔Which of the following statements defines "quality customer service"? - ✔✔Doing
your job right the first time, every time
✔✔A customer builds an image of your company within how many seconds of your first
interaction? - ✔✔15
, ✔✔Confidence, caring, consideration, and (blank) are the four C's that significantly
contribute to superior customer service? - ✔✔Creativity
✔✔Professionalism is measured not only by our competence and performance skills,
but also by which of the following? - ✔✔Attitude
✔✔Folded arms, shaking your finger to emphasize a point, and avoiding direct eye
contact are all examples of which of the following? - ✔✔Non-Verbal expressions
✔✔The statement "as a professional, you must develop an ability to see each customer
as someone who deserves special attention. If you see each customer as a unique
individual, you can genuinely consider that customer's special needs" defines which of
the following? - ✔✔Consideration
✔✔The statement "Thanks for calling, Mr. Scherz. I'd be happy to assist you with your
questions!" Is an example of which of the following? - ✔✔Greeting the customer using
his/her name so he/she feels special.
✔✔How many people on average does a typical dissatisfied customer share his/her
experiences with? - ✔✔11
✔✔Which occupation makes the top 10 listed of nearly every published piece of
research on stress? - ✔✔Customer service
✔✔The heart beating faster, the pupils dilating, and oxygen rushing to the muscle
groups are all physical attributes that happen when the body prepares itself for which of
the following? - ✔✔"Fight or flight"
✔✔Psychologists have found that self-talk is what percentage positive vs. negative? -
✔✔30% positive, 70% negative
✔✔Establishing a routine can greatly help with relieving stress. Which of the following
practices can also help? - ✔✔Letting others help you with routine activities
✔✔Which process can help you keep your cool in the heat of the moment? - ✔✔Stop,
look, listen
✔✔Naming it, imagining it, booking it, etc, are all examples of what? - ✔✔Quick stress
managers
✔✔Which of the following is a stress reliever that can help you cope with and manage
your stress response when placed on the hot seat? - ✔✔Believing in yourself
