Gurley: Introduction to Radiologic Technology, 7th Edition
Chapter 1: Introduction to Quality Customer Service
Test Bank
MULTIPLE CHOICE
1. What approach should be taken by the radiographer when beginning care for an
individual from another culture?
a. Be very formal
b. Be more formal
c. Be neutral
d. Be cold and detached
ANS: B
PAGE: 6
2. When interacting with a patient from another culture, we should assume the patient wants
to be treated in the same manner as we do.
a. True
b. False
ANS: B
PAGE: 6
3. What assumption should you make with patients from another culture who fail to look
you in the eye when you are attempting to explain the procedure?
a. It is a cultural norm
b. They wish to be uncooperative
c. They are attempting to annoy you
d. They don’t want to look at you
ANS: A
PAGE: 6
4. How should you speak to a patient who is obviously from another culture?
a. Loudly, so they can hear you clearly
b. Slowly, so they can understand you
c. Loudly and slowly
d. With terms you best understand so that you don’t get confused as well
ANS: B
PAGE: 6
5. How should patients over the legal age be greeted?
a. Using their first name
b. Using just their last name
c. Using their last name with an appropriate title (e.g., Mr., Ms.)
Copyright © 2011, 2006, 2002, 1996, 1992 by Mosby, Inc., an affiliate of Elsevier Inc.
, Test Bank 1-2
d. With endearing titles such as “dear” and “honey”
ANS: C
PAGE: 9
6. Who evaluates the quality of care you deliver?
a. TJC
b. The patient
c. The imaging department manager
d. The hospital risk manager
ANS: B
PAGE: 9
7. Conflict resolution should always begin with:
a. listening and empathizing
b. listening and preparing your defense
c. empathizing and apologizing
d. an apology
ANS: A
PAGE: 12
8. When dealing with inside and outside customers by telephone, what can you do to make
your voice more pleasant?
a. Chew gum to keep your mouth fresh
b. Smile
c. Try to imagine what the caller looks like
d. Remember why you are there
ANS: B
PAGE: 11
9. Your patients come from a diverse pool of cultures with more than the following number
of residents from planet Earth:
a. 6 million
b. 100 million
c. 1 billion
d. 6 billion
ANS: D
PAGE: 6
10. What organization stipulates standards for patient care and interactions in accredited
healthcare institutions?
a. Joint Review Committee on Education in Radiologic Technology
b. American Registry of Radiologic Technologists
c. The Joint Commission
d. American Society of Radiologic Technologists
Copyright © 2011, 2006, 2002, 1996, 1992 by Mosby, Inc., an affiliate of Elsevier Inc.
,Test Bank 1-3
ANS: C
PAGE: 5
Copyright © 2011, 2006, 2002, 1996, 1992 by Mosby, Inc., an affiliate of Elsevier Inc.
, Gurley: Introduction to Radiologic Technology, 7th Edition
Chapter 2: Becoming a Better Student
Test Bank
MULTIPLE CHOICE
1. The most important information you should have as you begin your radiography program
is:
a. tuition and textbook costs
b. knowledge of yourself
c. location of clinical sites
d. your classmates
ANS: B
PAGE: 16
2. The hierarchy of human needs was described by:
a. Freud
b. Einstein
c. Piaget
d. Maslow
ANS: D
PAGE: 16
3. Nutrition, sleep, relaxation, and exercise are what types of needs?
a. Psychologic
b. Physiologic
c. Mental and emotional
d. Anatomic
ANS: B
PAGE: 18
4. The most important factor to consider when resolving conflict is to:
a. attack the issue
b. attack the other person so as to gain an advantage
c. abandon the relationship so that no more conflict arises
d. speak first to establish the higher ground
ANS: A
PAGE: 20
5. Retrieving from memory is:
a. aided by the association and organization of data
b. a function fully understood
c. a function of short-term memory
Copyright © 2011, 2006, 2002, 1996, 1992 by Mosby, Inc., an affiliate of Elsevier Inc.
Chapter 1: Introduction to Quality Customer Service
Test Bank
MULTIPLE CHOICE
1. What approach should be taken by the radiographer when beginning care for an
individual from another culture?
a. Be very formal
b. Be more formal
c. Be neutral
d. Be cold and detached
ANS: B
PAGE: 6
2. When interacting with a patient from another culture, we should assume the patient wants
to be treated in the same manner as we do.
a. True
b. False
ANS: B
PAGE: 6
3. What assumption should you make with patients from another culture who fail to look
you in the eye when you are attempting to explain the procedure?
a. It is a cultural norm
b. They wish to be uncooperative
c. They are attempting to annoy you
d. They don’t want to look at you
ANS: A
PAGE: 6
4. How should you speak to a patient who is obviously from another culture?
a. Loudly, so they can hear you clearly
b. Slowly, so they can understand you
c. Loudly and slowly
d. With terms you best understand so that you don’t get confused as well
ANS: B
PAGE: 6
5. How should patients over the legal age be greeted?
a. Using their first name
b. Using just their last name
c. Using their last name with an appropriate title (e.g., Mr., Ms.)
Copyright © 2011, 2006, 2002, 1996, 1992 by Mosby, Inc., an affiliate of Elsevier Inc.
, Test Bank 1-2
d. With endearing titles such as “dear” and “honey”
ANS: C
PAGE: 9
6. Who evaluates the quality of care you deliver?
a. TJC
b. The patient
c. The imaging department manager
d. The hospital risk manager
ANS: B
PAGE: 9
7. Conflict resolution should always begin with:
a. listening and empathizing
b. listening and preparing your defense
c. empathizing and apologizing
d. an apology
ANS: A
PAGE: 12
8. When dealing with inside and outside customers by telephone, what can you do to make
your voice more pleasant?
a. Chew gum to keep your mouth fresh
b. Smile
c. Try to imagine what the caller looks like
d. Remember why you are there
ANS: B
PAGE: 11
9. Your patients come from a diverse pool of cultures with more than the following number
of residents from planet Earth:
a. 6 million
b. 100 million
c. 1 billion
d. 6 billion
ANS: D
PAGE: 6
10. What organization stipulates standards for patient care and interactions in accredited
healthcare institutions?
a. Joint Review Committee on Education in Radiologic Technology
b. American Registry of Radiologic Technologists
c. The Joint Commission
d. American Society of Radiologic Technologists
Copyright © 2011, 2006, 2002, 1996, 1992 by Mosby, Inc., an affiliate of Elsevier Inc.
,Test Bank 1-3
ANS: C
PAGE: 5
Copyright © 2011, 2006, 2002, 1996, 1992 by Mosby, Inc., an affiliate of Elsevier Inc.
, Gurley: Introduction to Radiologic Technology, 7th Edition
Chapter 2: Becoming a Better Student
Test Bank
MULTIPLE CHOICE
1. The most important information you should have as you begin your radiography program
is:
a. tuition and textbook costs
b. knowledge of yourself
c. location of clinical sites
d. your classmates
ANS: B
PAGE: 16
2. The hierarchy of human needs was described by:
a. Freud
b. Einstein
c. Piaget
d. Maslow
ANS: D
PAGE: 16
3. Nutrition, sleep, relaxation, and exercise are what types of needs?
a. Psychologic
b. Physiologic
c. Mental and emotional
d. Anatomic
ANS: B
PAGE: 18
4. The most important factor to consider when resolving conflict is to:
a. attack the issue
b. attack the other person so as to gain an advantage
c. abandon the relationship so that no more conflict arises
d. speak first to establish the higher ground
ANS: A
PAGE: 20
5. Retrieving from memory is:
a. aided by the association and organization of data
b. a function fully understood
c. a function of short-term memory
Copyright © 2011, 2006, 2002, 1996, 1992 by Mosby, Inc., an affiliate of Elsevier Inc.
