ISA UTILITY SPECIALIST ACTUAL EXAM
PAPER 2026 QUESTIONS WITH SOLUTIONS
GRADED A+
◉ When communicating, a person's experience & __________ will
influence how the person reacts.
Answer: perceptions
◉ Communication is both verbal & nonverbal. When a customer is
confronted with contradictory information, the person will usually
believe the __________ message.
Answer: nonverbal
◉ Actively __________ can facilitate understanding a customer's
perceptions and demonstrate the utility representative's sincere
interest in a customer.
Answer: listening
◉ __________ negotiation uses the best aspects from both hard & soft
bargaining.
Answer: interest-based
, ◉ When trying to negotiate mutually agreeable solutions & gain
commitment based on customer interests, the focus should be on
__________, no on specific individuals.
Answer: issues
◉ Tree replacement programs are an important aspect of many
utility customer relations programs & focus on selecting:
Answer: the right tree for the right place
◉ Measuring customer satisfaction by the number of __________
received is a very reactive approach to customer relations.
Answer: complaints
◉ The __________ has been adopted by most states & regulatory
bodies throughout the U.S. as the recognized document providing
safety provisions for those working with or near electric supply
equipment.
Answer: NESC
(National Electrical Safety Code)
◉ Because most electrical lines are located on private property,
utilities typically secure __________ to facilitate maintenance of their
lines.
PAPER 2026 QUESTIONS WITH SOLUTIONS
GRADED A+
◉ When communicating, a person's experience & __________ will
influence how the person reacts.
Answer: perceptions
◉ Communication is both verbal & nonverbal. When a customer is
confronted with contradictory information, the person will usually
believe the __________ message.
Answer: nonverbal
◉ Actively __________ can facilitate understanding a customer's
perceptions and demonstrate the utility representative's sincere
interest in a customer.
Answer: listening
◉ __________ negotiation uses the best aspects from both hard & soft
bargaining.
Answer: interest-based
, ◉ When trying to negotiate mutually agreeable solutions & gain
commitment based on customer interests, the focus should be on
__________, no on specific individuals.
Answer: issues
◉ Tree replacement programs are an important aspect of many
utility customer relations programs & focus on selecting:
Answer: the right tree for the right place
◉ Measuring customer satisfaction by the number of __________
received is a very reactive approach to customer relations.
Answer: complaints
◉ The __________ has been adopted by most states & regulatory
bodies throughout the U.S. as the recognized document providing
safety provisions for those working with or near electric supply
equipment.
Answer: NESC
(National Electrical Safety Code)
◉ Because most electrical lines are located on private property,
utilities typically secure __________ to facilitate maintenance of their
lines.
