Free IAHSS Advocacy Questions and Answers

Question 1

What is the relationship between employees and management sometimes called?

Accepted Answer

Employee relations

Answer

Confidentiality

Answer

Family interaction

Answer

Tense conversation

Question 2

Which of the following may union members NOT do during picketing?

Accepted Answer

Block entrances to the building

Answer

Carry signs

Answer

Protest management decisions

Answer

Congregate outside the facility.

Question 3

Which of the following is NOT a true statement about customers' perceptions of their experience?

Accepted Answer

Interaction can only be perceived by words stated.

Answer

Interaction is subject to personal interpretation

Answer

Interaction is affected by body language

Answer

Interaction is affected by all of your actions

Question 4

Which of the following is NOT one of the three powerful, personal reasons to provide great customer service?

Accepted Answer

Trying to impress your supervisor

Answer

More job satisfaction

Answer

Less stress and hassle

Answer

More job success

Question 5

Which of the following describes the main objective of good customer service?

Accepted Answer

To make the customer walk away with a positive  feeling

Answer

To help the customer see that someone tried, even though the customer's wants were not met.

Answer

To make the customer think no one cares about the concern raised by the customer

Answer

To help the customer walk away with a neutral feeling

Question 6

Which of the following is the definition of a customer?

Accepted Answer

Anyone with whom you interact

Answer

External paying customer

Answer

Non-paying external customer

Answer

Internal customer

Question 7

Which of the following is NOT a common technique to use while providing good customer service?

Accepted Answer

Use inappropriate body language

Answer

Acknowledge the customer's needs

Answer

Provide alternatives

Answer

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