IAHSS Basic Officer Certification Exam (Latest 2023\/ 2024) Questions and Verified Answers with Rationales| 100% Correct| Grade A<\/p>\n\n\n\n
IAHSS Basic Officer Certification Exam
(Latest 2023\/ 2024) Questions and Verified
Answers with Rationales| 100% Correct|
Grade A
Q: what is the relationship between employees and management sometimes called?
A. Employee relations
B. Confidentiality
C. Family interaction
D. Tense conversation
Answer:
A. The relationship between employees and management is sometimes called employee
relations.
Q: which of the following may union members not do during picketing?
A. Carry signs
B. Protest management decisions
C. Block entrances to the facility
D. Congregate outside the facility
Answer:
C. Union members may not block entrances to the facility during picketing.
Q: which of the following is not a true statement about customers’ perceptions of their
experience?
A. Interaction is subject to personal interpretation
B. Interaction can only be perceived by the words stated
C. Interaction is affected by body language
D. Interaction is affected by all of your actions
Answer:<\/p>\n\n\n\n
B. Interaction can only be perceived by the words stated is not a true statement about customer’s
perception of their experience..
Q: which of the following is not one of the three powerful, personal reasons to provide great
customer service?
A. More job satisfaction
B. Less stress and hassle
C. Trying to impress your supervisor
D. More job success
Answer:
C. Trying to impress your supervisor is not one of the three powerful, personal reasons to
provide great customer service.
Q: which of the following describes the main objective of good customer service?
A. To make the customer walk away with a positive feeling
B. To help the customer see that someone tried, even
Though the customer’s wants were not met
C. To make the customer think that no one cares about the concern raised by the customer
D. To help the customer walk away with a neutral feeling
Answer:
A. The main objective of good customer service is to make the customer walk away with a
positive feeling [about the encounter].
Q: which of the following is the definition of a customer?
A. External paying customer
B. Internal customer
C. Non-paying external customer
D. Anyone with whom you interact
Answer:<\/p>\n\n\n\n
D. A customer is defined as anyone with whom you interact.
Q: which of the following is not a common technique to use when providing good customer
service?
A. Acknowledge the customer’s needs
B. Use inappropriate body language
C. Provide alternatives
D. Say thank you
Answer:
B. Using inappropriate body language is not a common technique to use when providing good
customer service.
Q: which of the following is not a true statement?
A. Team building encourages employee involvement in planning, problem solving, and decision
making within the organization.
B. Team building promotes a better understanding of decisions.
C. Team building rarely contributes to support for ownership of decisions, processes, and
changes
D. Active participation on teams can engage employees
Answer:
C. Team building rarely contributes to support for ownership of decisions, processes, and
changes is not a true statement.
Q: which of the following is not an ongoing, or functional, work team?
A. A project team
B. A natural team
C. A management team
D. A process improvement team
Answer:<\/p>\n\n\n\n
A. A project team is not an ongoing, or functional, work team?
Q: to be successful, teams need which of the following?
A. Access to resources
B. Clearly defined boundaries
C. Access to people who know
D. Clearly defined purposes and goals
E. All of the above
Answer:
E. All of the above, to be successful teams need access to resources, clearly defined boundaries,
access to people who know and clearly defined purposes and goals.
Q: which of the following is not a stage of team development?
A. Forming
B. Ending
C. Norming
D. Storming
Answer:
B.ending is not a state of team development.
Q: failure of teams can usually be attributed to what?
A. No clearly defined purpose or goals
B. Lack of employee buy-in to team building
C. Employees conditioned to value individual achievement
D. Any of the above
Answer:
A. Failure of teams can usually be attributed to no clearly defined purpose or goals.
Q: which of the following is not an opportunity derived from patrol?
A. Getting to know the community
B. Establishing positive relationships and partnerships
Powered by https:\/\/learnexams.com\/search\/study?query=<\/a><\/p>\n\n\n\n