IAHSS ADVANCED UPDATED CORE EXAM MANUAL
QUESTIONS AND ANSWERS GRADED A+
✔✔Which of the following may union members NOT do during picketing? - ✔✔Block
entrances to the facility.
✔✔The speech pattern related to your tone of voice is considered which form of
communication? (begin chapter 4) - ✔✔Paraverbal communication
✔✔Which of the following is not a proper technique to use when providing good
customer service? - ✔✔Looking at your watch every few minutes.
✔✔"Perception is reality" - Which of the following is important for the security
professional to remember regarding this statement? - ✔✔All of the above (all
interactions are subject to personal interpretation, positive nonverbals and paraverbals
will influence the perception of customers, a customers prior history of interaction may
impact their initial impressions of security in either an adverse or positive way)
✔✔Which of the following are powerful reasons to advocate and promote strong
customer service? - ✔✔All of the above (strong customer service prevents violence and
helps preserve a safe therapeutic environment, customer service supports people in
crisis and may have a lasting impact for the customer, strong customer service allows
security officers opportunities to problem solve with a person in crisis.)
✔✔The L.A.S.T. technique in managing complaints requires security professionals to... -
✔✔Listen, Apologize, Solve, Thank
✔✔Which of the following environmental factors can contribute to customer
dissatisfaction and anxiety? - ✔✔All of the above (lack of privacy/crowding, excessive
noise, lack of access to refreshments)
✔✔Which of the following is NOT a reason organizations should use teams? (begin
chapter 5) - ✔✔Forming a team ensures the team will be successful.
✔✔The security department would be an example of what type of team? - ✔✔An
ongoing or functional team
✔✔To be successful, teams need which of the following? - ✔✔All of the above (access
to resources, access to people in the know, clearly defined purposes and goals)
✔✔Which of the following is a challenge to teamwork? - ✔✔Purpose
✔✔Which of the following is NOT a stage of team development? - ✔✔Rounding
QUESTIONS AND ANSWERS GRADED A+
✔✔Which of the following may union members NOT do during picketing? - ✔✔Block
entrances to the facility.
✔✔The speech pattern related to your tone of voice is considered which form of
communication? (begin chapter 4) - ✔✔Paraverbal communication
✔✔Which of the following is not a proper technique to use when providing good
customer service? - ✔✔Looking at your watch every few minutes.
✔✔"Perception is reality" - Which of the following is important for the security
professional to remember regarding this statement? - ✔✔All of the above (all
interactions are subject to personal interpretation, positive nonverbals and paraverbals
will influence the perception of customers, a customers prior history of interaction may
impact their initial impressions of security in either an adverse or positive way)
✔✔Which of the following are powerful reasons to advocate and promote strong
customer service? - ✔✔All of the above (strong customer service prevents violence and
helps preserve a safe therapeutic environment, customer service supports people in
crisis and may have a lasting impact for the customer, strong customer service allows
security officers opportunities to problem solve with a person in crisis.)
✔✔The L.A.S.T. technique in managing complaints requires security professionals to... -
✔✔Listen, Apologize, Solve, Thank
✔✔Which of the following environmental factors can contribute to customer
dissatisfaction and anxiety? - ✔✔All of the above (lack of privacy/crowding, excessive
noise, lack of access to refreshments)
✔✔Which of the following is NOT a reason organizations should use teams? (begin
chapter 5) - ✔✔Forming a team ensures the team will be successful.
✔✔The security department would be an example of what type of team? - ✔✔An
ongoing or functional team
✔✔To be successful, teams need which of the following? - ✔✔All of the above (access
to resources, access to people in the know, clearly defined purposes and goals)
✔✔Which of the following is a challenge to teamwork? - ✔✔Purpose
✔✔Which of the following is NOT a stage of team development? - ✔✔Rounding
