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HCB 101 EXAM AND PRACTICE EXAM NEWEST 2026
ACTUAL EXAM COMPLETE 220 QUESTIONS AND
100%CORRECT DETAILED ANSWERS (VERIFIED AND
GRADED A+|BRAND NEW!!!)
First step when responding to an angry email - ANSWER-
never let a customer's negative attitude influence the way
you treat them
What is the primary goal of the pt relations program -
ANSWER-help resolve pt complaints/ problems through
intervention/ negotiations
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Key factors of non verbal comm - ANSWER-facial
expressions, body language, physical proximity, gestures,
dress, ect
Key components of Active listening - ANSWER-eye
contact, nodding, repeat back in own words
When does a customer pass judgment - ANSWER-First
impression
Navy workplace standards - ANSWER-Military bearing
and protocol
Physical appearance
Workplace appearance
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Professional titles and courtesy
Why is addressing a person by rank/ title important -
ANSWER-displays professionalism and respect
What is the guiding principal of phone etiquette -
ANSWER-to remember when using the phone that you
are talking to a person and they are your customer
key factors of email etiquette - ANSWER-same day
response
rev carefully before responding
professional header/footer
clear concise
, 4|Page
proofread
Best approached for handling difficult customer -
ANSWER-stay calm and confident
Define a "root word." - ANSWER-foundation of a word
Broncho/pulmo - ANSWER-lungs
Cardi - ANSWER-heart
gastro - ANSWER-stomach
HCB 101 EXAM AND PRACTICE EXAM NEWEST 2026
ACTUAL EXAM COMPLETE 220 QUESTIONS AND
100%CORRECT DETAILED ANSWERS (VERIFIED AND
GRADED A+|BRAND NEW!!!)
First step when responding to an angry email - ANSWER-
never let a customer's negative attitude influence the way
you treat them
What is the primary goal of the pt relations program -
ANSWER-help resolve pt complaints/ problems through
intervention/ negotiations
,2|Page
Key factors of non verbal comm - ANSWER-facial
expressions, body language, physical proximity, gestures,
dress, ect
Key components of Active listening - ANSWER-eye
contact, nodding, repeat back in own words
When does a customer pass judgment - ANSWER-First
impression
Navy workplace standards - ANSWER-Military bearing
and protocol
Physical appearance
Workplace appearance
,3|Page
Professional titles and courtesy
Why is addressing a person by rank/ title important -
ANSWER-displays professionalism and respect
What is the guiding principal of phone etiquette -
ANSWER-to remember when using the phone that you
are talking to a person and they are your customer
key factors of email etiquette - ANSWER-same day
response
rev carefully before responding
professional header/footer
clear concise
, 4|Page
proofread
Best approached for handling difficult customer -
ANSWER-stay calm and confident
Define a "root word." - ANSWER-foundation of a word
Broncho/pulmo - ANSWER-lungs
Cardi - ANSWER-heart
gastro - ANSWER-stomach
