IAHSS (full study guide)questions and
answers
Which of the following is NOT one of the classifications of
j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j
healthcare organizations in Chapter one?
jj j j jj j j jj j j jj j j jj
A. Propriety or for-profit.
j j jj j j jj j j jj
B. Not-for-profit.
j j jj
C. Government-supported.
j j jj
D. Individual healthcare. - Correct Answer - D. Individual healthcare.
j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj
Which of the following is NOT a risk issue for healthcare?
j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj
A. Drugs are used and stored in the facility.
j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj
B. Mostly female staff.
j j jj j j jj j j jj
C. High percentage of technical and professional staff.
j j jj j j jj j j jj j j jj j j jj j j jj j j jj
D. Publicly accessible and many doors must remain open. - Correct
j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j
Answer - C. High percentage of technical and professional staff.
j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj
Which of the following is usually at
j j jj j j jj j j jj j j jj j j jj j j jj j j jj the j j jj top j j jj of j j jj the j j jj organizational j j
chart?
jj
A. Board of Directors.
j j jj j j jj j j jj
B. Department leaders.
j j jj j j jj
C. Assistant administrators.
j j jj j j jj
D. Vice presidents. - Correct Answer
j j jj j j jj j j jj j j jj j j jj j j jj - j j jj A. j j jj Board j j jj of j j jj Directors
Which of the following statements best describes employees?
j j jj j j jj j j jj j j jj j j jj j j jj j j jj
A. Medical staff contracted by the facility.
j j jj j j jj j j jj j j jj j j jj j j jj
B. All staff directly employed by the facility.
j j jj j j jj j j jj j j jj j j jj j j jj j j jj
C. Volunteers who donate their time.
j j jj j j jj j j jj j j jj j j jj
D. Contracted persons. - Correct Answer - B. All staff directly
j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j
employed by the facility.
jj j j jj j j jj j j jj
Security uses senior management's endorsement to build what kind of
j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj
program?
j j jj
A. Strong and effective.
j j jj j j jj j j jj
B. A program that works in a small part of the facility.
j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj
C. Generally effective.
j j jj j j jj
D. Strong and simple. - Correct Answer - A. Strong and effective.
j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj
How should friendships and inter-personal relationships between security
j j jj j j jj j j jj j j jj j j jj j j jj j j jj j
officers and staff members from other departments be treated?
j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj
A. Discouraged.
j j jj
B. Encouraged.
j j jj
C. Encouraged but monitored.
j j jj j j jj j j jj j j jj
,D. Encouraged, but security staff educated about ethics and avoiding
j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j
favoritism. - Correct Answer - D. Encouraged, but security staff
jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j
educated about ethics and avoiding favoritism.
jj j j jj j j jj j j jj j j jj j j jj
Which of the following allows a department to assess its cost-
j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj
effectiveness within an organization? j j jj j j jj j j jj
A. Crime analysis.
j j jj j j jj
B. Risk assessments.
j j jj j j jj
C. Bench-marking.
j j jj
D. Evaluation surveys. - Correct Answer - C. Bench-marking.
j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj
What should the most primary overriding concern of any security
j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j
department be?
jj j j jj
A. Its image.
j j jj j j jj
B. The safety and well-being of anyone in the facility.
j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj
C. The goals and mission of the entity employing the security
j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j
services.
jj
D. Cost-effectiveness. - Correct Answer - B. The safety and well-
j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj
being of anyone in the facility.
j j jj j j jj j j jj j j jj j j jj
Which of the following are skills a security professional should have
j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j
and use at all times?
j jj j j jj j j jj j j jj j j jj
A. Good observation skills.
j j jj j j jj j j jj
B. good communication skills.
j j jj j j jj j j jj
C. Tolerance.
j j jj
D. All of the above. - Correct Answer - D. All of the above.
j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj
Why are vendors potentially a high security risk to a healthcare
j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j
facility?
jj
A. Vendors often have access to sensitive areas yet staff of the
j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j
healthcare organization may know very little about vendor's background.
jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj
B. Vendors typically drive large vehicles that can conceal large
j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j
amounts of stolen property or contraband.
jj j j jj j j jj j j jj j j jj j j jj
C. Competing vendors may clash at a facility.
j j jj j j jj j j jj j j jj j j jj j j jj j j jj
D. Vendors may be bringing in high-demand products that could be
j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j
targeted for theft. - Correct Answer - A. Vendors often have
jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j
access to sensitive areas yet staff of the healthcare organization
jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j
may know very little about vendor's background.
jj j j jj j j jj j j jj j j jj j j jj j j jj
In the patient- and family-centered care philosophy,
j j jj j j jj j j jj j j jj j j jj j j jj j j jj who j j jj determines j j
which individuals are part of the patient's family?
jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj
A. Patient's parents or legal guardians.
j j jj j j jj j j jj j j jj j j jj
B. Nursing staff.
j j jj j j jj
C. Attending physician.
j j jj j j jj
,D. The patient, provided he or she is developmentally mature and
j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j
competent to do so. - Correct Answer - D. The patient, provided
jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j
he or she is developmentally mature and competent to do so.
jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj
Which of the following j j jj j j jj j j jj j j jj is j j jj not j j jj an j j jj example j j jj of j j jj an j j jj external j j jj costumer?
A. Patients.
j j jj
B. Vendors.
j j jj
C. Employees.
j j jj
D. Regulatory agencies.
j j jj j j jj j j jj - j j jj Correct j j jj Answer j j jj - j j jj C. j j jj Employees.
Which of the following does NOT help the security uniform
j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j
communicate an appropriate message to the public?
jj j j jj j j jj j j jj j j jj j j jj j j jj
A. Clean uniform.
j j jj j j jj
B. Wearing the uniform shirt outside of the trousers.
j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj
C. Well cared for uniform.
j j jj j j jj j j jj j j jj
D. Shined footwear. - Correct Answer - B. Wearing the uniform
j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j
shirt outside of the trousers.
jj j j jj j j jj j j jj j j jj
Which of the following is NOT an example of undesirable
j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj behavior j j
and demeanor in a security officer?
jj j j jj j j jj j j jj j j jj j j jj
A. Bad attitude.
j j jj j j jj
B. Dishonesty.
j j jj
C. Impoliteness.
j j jj
D. Confidence. - Correct Answer - D. Confidence.
j j jj j j jj j j jj j j jj j j jj j j jj j j jj
What is the relationship between
j j jj j j jj j j jj j j jj j j jj employees j j jj and j j jj management j j
sometimes called?
jj j j jj
A. Employee relations.
j j jj j j jj
B. Confidentiality.
j j jj
C. Family interaction.
j j jj j j jj
D. Tense conversation. - Correct
j j jj j j jj j j jj j j jj j j jj Answer j j jj - j j jj A. j j jj Employee j j jj relations.
Which of the following may union members
j j jj j j jj j j jj j j jj j j jj j j jj j j jj NOT j j jj do j j jj during j j
picketing?
jj
A. Carry signs.
j j jj j j jj
B. Protest management decisions.
j j jj j j jj j j jj
C. Block entrances to the building.
j j jj j j jj j j jj j j jj j j jj
D. Congregate outside the facility. - Correct
j j jj j j jj j j jj j j jj j j jj j j jj j j jj Answer j j jj - j j jj C. j j jj Block j j
entrances to the building.
jj j j jj j j jj j j jj
Which of the following is NOT a true statement about
j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj customers' j j
perceptions of their experience?
jj j j jj j j jj j j jj
A. Interaction is subject to personal interpretation.
j j jj j j jj j j jj j j jj j j jj j j jj
B. Interaction can only be perceived by words stated.
j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj
C. Interaction is affected by body language.
j j jj j j jj j j jj j j jj j j jj j j jj
, D. Interaction is affected by all of your actions. - Correct
j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj Answer j j
- B. Interaction can only be perceived by words stated.
jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj
Which of the following is NOT one of the three powerful, personal
j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j
reasons to provide great customer service?
jj j j jj j j jj j j jj j j jj j j jj
A. More job satisfaction.
j j jj j j jj j j jj
B. Less stress and hassle.
j j jj j j jj j j jj j j jj
C. Trying to impress your supervisor.
j j jj j j jj j j jj j j jj j j jj
D. More job success. - Correct Answer - C. Trying to impress
j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j
your supervisor.
jj j j jj
Which of the following describes the main objective of good
j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j
customer service?
jj j j jj
A. To make the customer walk away with a positive feeling.
j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj
B. To help the customer see that someone tried, even though
j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j
though the customer,s wants were not met.
jj j j jj j j jj j j jj j j jj j j jj j j jj
C. To make the customer think no one cares about the concern
j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j
raised by the customer.
jj j j jj j j jj j j jj
D. To help the customer walk away with a neutral feeling. -
j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j
Correct Answer - A. To make the customer walk away with a
jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j
positive feeling.
jj j j jj
Which of the following is the definition of a
j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj customer?
A. External paying customer.
j j jj j j jj j j jj
B. Internal customer.
j j jj j j jj
C. Non-paying external customer.
j j jj j j jj j j jj
D. Anyone with whom you interact. - Correct
j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj Answer j j jj - j j jj D. j j jj Anyone j j
with whom you interact.
jj j j jj j j jj j j jj
Which of the following is NOT a common technique to use
j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj while j j
providing good customer service.
jj j j jj j j jj j j jj
A. Acknowledge the customer's needs.
j j jj j j jj j j jj j j jj
B. Use inappropriate body language.
j j jj j j jj j j jj j j jj
C. Provide alternatives.
j j jj j j jj
D. Say thank you. - Correct Answer - B. Use inappropriate
j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj body j j
language.
jj
The Joint Commission requires
j j jj j j jj j j jj j j jj that j j jj risk j j jj assessments j j jj be j j jj conducted j j
how often?
jj j j jj
A. Every two years.
j j jj j j jj j j jj
B. Every six months.
j j jj j j jj j j jj
C. Every year.
j j jj j j jj
D. Monthly. - Correct Answer
j j jj j j jj j j jj j j jj j j jj - j j jj C. j j jj Every j j jj year.
Which j j jj of j j jj the j j jj following j j jj is j j jj NOT j j jj a j j jj true j j jj statement?
answers
Which of the following is NOT one of the classifications of
j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j
healthcare organizations in Chapter one?
jj j j jj j j jj j j jj j j jj
A. Propriety or for-profit.
j j jj j j jj j j jj
B. Not-for-profit.
j j jj
C. Government-supported.
j j jj
D. Individual healthcare. - Correct Answer - D. Individual healthcare.
j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj
Which of the following is NOT a risk issue for healthcare?
j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj
A. Drugs are used and stored in the facility.
j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj
B. Mostly female staff.
j j jj j j jj j j jj
C. High percentage of technical and professional staff.
j j jj j j jj j j jj j j jj j j jj j j jj j j jj
D. Publicly accessible and many doors must remain open. - Correct
j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j
Answer - C. High percentage of technical and professional staff.
j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj
Which of the following is usually at
j j jj j j jj j j jj j j jj j j jj j j jj j j jj the j j jj top j j jj of j j jj the j j jj organizational j j
chart?
jj
A. Board of Directors.
j j jj j j jj j j jj
B. Department leaders.
j j jj j j jj
C. Assistant administrators.
j j jj j j jj
D. Vice presidents. - Correct Answer
j j jj j j jj j j jj j j jj j j jj j j jj - j j jj A. j j jj Board j j jj of j j jj Directors
Which of the following statements best describes employees?
j j jj j j jj j j jj j j jj j j jj j j jj j j jj
A. Medical staff contracted by the facility.
j j jj j j jj j j jj j j jj j j jj j j jj
B. All staff directly employed by the facility.
j j jj j j jj j j jj j j jj j j jj j j jj j j jj
C. Volunteers who donate their time.
j j jj j j jj j j jj j j jj j j jj
D. Contracted persons. - Correct Answer - B. All staff directly
j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j
employed by the facility.
jj j j jj j j jj j j jj
Security uses senior management's endorsement to build what kind of
j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj
program?
j j jj
A. Strong and effective.
j j jj j j jj j j jj
B. A program that works in a small part of the facility.
j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj
C. Generally effective.
j j jj j j jj
D. Strong and simple. - Correct Answer - A. Strong and effective.
j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj
How should friendships and inter-personal relationships between security
j j jj j j jj j j jj j j jj j j jj j j jj j j jj j
officers and staff members from other departments be treated?
j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj
A. Discouraged.
j j jj
B. Encouraged.
j j jj
C. Encouraged but monitored.
j j jj j j jj j j jj j j jj
,D. Encouraged, but security staff educated about ethics and avoiding
j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j
favoritism. - Correct Answer - D. Encouraged, but security staff
jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j
educated about ethics and avoiding favoritism.
jj j j jj j j jj j j jj j j jj j j jj
Which of the following allows a department to assess its cost-
j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj
effectiveness within an organization? j j jj j j jj j j jj
A. Crime analysis.
j j jj j j jj
B. Risk assessments.
j j jj j j jj
C. Bench-marking.
j j jj
D. Evaluation surveys. - Correct Answer - C. Bench-marking.
j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj
What should the most primary overriding concern of any security
j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j
department be?
jj j j jj
A. Its image.
j j jj j j jj
B. The safety and well-being of anyone in the facility.
j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj
C. The goals and mission of the entity employing the security
j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j
services.
jj
D. Cost-effectiveness. - Correct Answer - B. The safety and well-
j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj
being of anyone in the facility.
j j jj j j jj j j jj j j jj j j jj
Which of the following are skills a security professional should have
j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j
and use at all times?
j jj j j jj j j jj j j jj j j jj
A. Good observation skills.
j j jj j j jj j j jj
B. good communication skills.
j j jj j j jj j j jj
C. Tolerance.
j j jj
D. All of the above. - Correct Answer - D. All of the above.
j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj
Why are vendors potentially a high security risk to a healthcare
j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j
facility?
jj
A. Vendors often have access to sensitive areas yet staff of the
j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j
healthcare organization may know very little about vendor's background.
jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj
B. Vendors typically drive large vehicles that can conceal large
j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j
amounts of stolen property or contraband.
jj j j jj j j jj j j jj j j jj j j jj
C. Competing vendors may clash at a facility.
j j jj j j jj j j jj j j jj j j jj j j jj j j jj
D. Vendors may be bringing in high-demand products that could be
j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j
targeted for theft. - Correct Answer - A. Vendors often have
jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j
access to sensitive areas yet staff of the healthcare organization
jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j
may know very little about vendor's background.
jj j j jj j j jj j j jj j j jj j j jj j j jj
In the patient- and family-centered care philosophy,
j j jj j j jj j j jj j j jj j j jj j j jj j j jj who j j jj determines j j
which individuals are part of the patient's family?
jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj
A. Patient's parents or legal guardians.
j j jj j j jj j j jj j j jj j j jj
B. Nursing staff.
j j jj j j jj
C. Attending physician.
j j jj j j jj
,D. The patient, provided he or she is developmentally mature and
j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j
competent to do so. - Correct Answer - D. The patient, provided
jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j
he or she is developmentally mature and competent to do so.
jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj
Which of the following j j jj j j jj j j jj j j jj is j j jj not j j jj an j j jj example j j jj of j j jj an j j jj external j j jj costumer?
A. Patients.
j j jj
B. Vendors.
j j jj
C. Employees.
j j jj
D. Regulatory agencies.
j j jj j j jj j j jj - j j jj Correct j j jj Answer j j jj - j j jj C. j j jj Employees.
Which of the following does NOT help the security uniform
j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j
communicate an appropriate message to the public?
jj j j jj j j jj j j jj j j jj j j jj j j jj
A. Clean uniform.
j j jj j j jj
B. Wearing the uniform shirt outside of the trousers.
j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj
C. Well cared for uniform.
j j jj j j jj j j jj j j jj
D. Shined footwear. - Correct Answer - B. Wearing the uniform
j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j
shirt outside of the trousers.
jj j j jj j j jj j j jj j j jj
Which of the following is NOT an example of undesirable
j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj behavior j j
and demeanor in a security officer?
jj j j jj j j jj j j jj j j jj j j jj
A. Bad attitude.
j j jj j j jj
B. Dishonesty.
j j jj
C. Impoliteness.
j j jj
D. Confidence. - Correct Answer - D. Confidence.
j j jj j j jj j j jj j j jj j j jj j j jj j j jj
What is the relationship between
j j jj j j jj j j jj j j jj j j jj employees j j jj and j j jj management j j
sometimes called?
jj j j jj
A. Employee relations.
j j jj j j jj
B. Confidentiality.
j j jj
C. Family interaction.
j j jj j j jj
D. Tense conversation. - Correct
j j jj j j jj j j jj j j jj j j jj Answer j j jj - j j jj A. j j jj Employee j j jj relations.
Which of the following may union members
j j jj j j jj j j jj j j jj j j jj j j jj j j jj NOT j j jj do j j jj during j j
picketing?
jj
A. Carry signs.
j j jj j j jj
B. Protest management decisions.
j j jj j j jj j j jj
C. Block entrances to the building.
j j jj j j jj j j jj j j jj j j jj
D. Congregate outside the facility. - Correct
j j jj j j jj j j jj j j jj j j jj j j jj j j jj Answer j j jj - j j jj C. j j jj Block j j
entrances to the building.
jj j j jj j j jj j j jj
Which of the following is NOT a true statement about
j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj customers' j j
perceptions of their experience?
jj j j jj j j jj j j jj
A. Interaction is subject to personal interpretation.
j j jj j j jj j j jj j j jj j j jj j j jj
B. Interaction can only be perceived by words stated.
j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj
C. Interaction is affected by body language.
j j jj j j jj j j jj j j jj j j jj j j jj
, D. Interaction is affected by all of your actions. - Correct
j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj Answer j j
- B. Interaction can only be perceived by words stated.
jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj
Which of the following is NOT one of the three powerful, personal
j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j
reasons to provide great customer service?
jj j j jj j j jj j j jj j j jj j j jj
A. More job satisfaction.
j j jj j j jj j j jj
B. Less stress and hassle.
j j jj j j jj j j jj j j jj
C. Trying to impress your supervisor.
j j jj j j jj j j jj j j jj j j jj
D. More job success. - Correct Answer - C. Trying to impress
j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j
your supervisor.
jj j j jj
Which of the following describes the main objective of good
j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j
customer service?
jj j j jj
A. To make the customer walk away with a positive feeling.
j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj
B. To help the customer see that someone tried, even though
j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j
though the customer,s wants were not met.
jj j j jj j j jj j j jj j j jj j j jj j j jj
C. To make the customer think no one cares about the concern
j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j
raised by the customer.
jj j j jj j j jj j j jj
D. To help the customer walk away with a neutral feeling. -
j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j
Correct Answer - A. To make the customer walk away with a
jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j
positive feeling.
jj j j jj
Which of the following is the definition of a
j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj customer?
A. External paying customer.
j j jj j j jj j j jj
B. Internal customer.
j j jj j j jj
C. Non-paying external customer.
j j jj j j jj j j jj
D. Anyone with whom you interact. - Correct
j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj Answer j j jj - j j jj D. j j jj Anyone j j
with whom you interact.
jj j j jj j j jj j j jj
Which of the following is NOT a common technique to use
j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj while j j
providing good customer service.
jj j j jj j j jj j j jj
A. Acknowledge the customer's needs.
j j jj j j jj j j jj j j jj
B. Use inappropriate body language.
j j jj j j jj j j jj j j jj
C. Provide alternatives.
j j jj j j jj
D. Say thank you. - Correct Answer - B. Use inappropriate
j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj j j jj body j j
language.
jj
The Joint Commission requires
j j jj j j jj j j jj j j jj that j j jj risk j j jj assessments j j jj be j j jj conducted j j
how often?
jj j j jj
A. Every two years.
j j jj j j jj j j jj
B. Every six months.
j j jj j j jj j j jj
C. Every year.
j j jj j j jj
D. Monthly. - Correct Answer
j j jj j j jj j j jj j j jj j j jj - j j jj C. j j jj Every j j jj year.
Which j j jj of j j jj the j j jj following j j jj is j j jj NOT j j jj a j j jj true j j jj statement?
