Podcast
Questions and Answers
Which of the following is NOT a customer need? (Select one)
Which of the following is NOT a customer need? (Select one)
What are the three parts of verbal communications? (Select one)
What are the three parts of verbal communications? (Select one)
Which of the following statements regarding verbal communications is true? (Select one)
Which of the following statements regarding verbal communications is true? (Select one)
When using the L.A.S.T. approach to resolve a conflict, what is the purpose of apologizing to the customer? (Select one)
When using the L.A.S.T. approach to resolve a conflict, what is the purpose of apologizing to the customer? (Select one)
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When someone believes that all people from Canada are hockey players, they are: (Select one)
When someone believes that all people from Canada are hockey players, they are: (Select one)
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What do the letters in the L.A.S.T. formula stand for? (Select one)
What do the letters in the L.A.S.T. formula stand for? (Select one)
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If a person talks about his culture as being the smartest in the world, they are? (Select one)
If a person talks about his culture as being the smartest in the world, they are? (Select one)
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Which of these is an example of a diversity group/class? (Select one)
Which of these is an example of a diversity group/class? (Select one)
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If you are renewing your restricted chauffeur license and you have two violations involving traffic or citations within the last 12 months on your MVR, what happens? (Select one)
If you are renewing your restricted chauffeur license and you have two violations involving traffic or citations within the last 12 months on your MVR, what happens? (Select one)
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What is the timeframe for renewing your restricted chauffeur license? (Select one)
What is the timeframe for renewing your restricted chauffeur license? (Select one)
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If you fail to renew your license within 12 months of the expiration date, what happens? (Select one)
If you fail to renew your license within 12 months of the expiration date, what happens? (Select one)
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If you lose your chauffeur license, what steps must you take to replace it? (Select one)
If you lose your chauffeur license, what steps must you take to replace it? (Select one)
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What action must you take if you change your address? (Select one)
What action must you take if you change your address? (Select one)
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What action must you take if you change your name? (Select one)
What action must you take if you change your name? (Select one)
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Which devices can you operate in the City of Chicago while driving with a passenger in the vehicle? (Select one)
Which devices can you operate in the City of Chicago while driving with a passenger in the vehicle? (Select one)
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What does the term aggravated offense mean? (Select one)
What does the term aggravated offense mean? (Select one)
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Hearings for rules violations are conducted by: (Select one)
Hearings for rules violations are conducted by: (Select one)
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What is included on a violation notice? (Select one)
What is included on a violation notice? (Select one)
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If you want to appeal a decision from your hearing, what is the next step? (Select one)
If you want to appeal a decision from your hearing, what is the next step? (Select one)
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On a narrow road, a bicyclist is allowed to: (Select one)
On a narrow road, a bicyclist is allowed to: (Select one)
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When sharing the road with a bicyclist, you should allow at least how many feet between you and the cyclist? (Select one)
When sharing the road with a bicyclist, you should allow at least how many feet between you and the cyclist? (Select one)
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What is the fine for parking in a bike lane? (Select one)
What is the fine for parking in a bike lane? (Select one)
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What is the citywide speed limit in Chicago? (Select one)
What is the citywide speed limit in Chicago? (Select one)
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What is the fine if you cause a 'dooring' accident? (Select one)
What is the fine if you cause a 'dooring' accident? (Select one)
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If you receive a citation/ticket because your headlight is not working, BACP will dismiss the ticket if the repair is completed within how many business days? (Select one)
If you receive a citation/ticket because your headlight is not working, BACP will dismiss the ticket if the repair is completed within how many business days? (Select one)
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Which of the following statements regarding crosswalks are true? (Select one)
Which of the following statements regarding crosswalks are true? (Select one)
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Once you have completed a trip at O'Hare or Midway, you must leave the airport or: (Select one)
Once you have completed a trip at O'Hare or Midway, you must leave the airport or: (Select one)
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Which of the following statements are correct? (Select one)
Which of the following statements are correct? (Select one)
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In the Loop, which of the following streets run one way east? (Select one)
In the Loop, which of the following streets run one way east? (Select one)
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In downtown, which direction do the following streets run: Dearborn, Canal, Jefferson? (Select one)
In downtown, which direction do the following streets run: Dearborn, Canal, Jefferson? (Select one)
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Which streets have an upper and lower level? (Select one)
Which streets have an upper and lower level? (Select one)
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Yates Ave is numerically: (Select one)
Yates Ave is numerically: (Select one)
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Bryn Mawr Ave is numerically: (Select one)
Bryn Mawr Ave is numerically: (Select one)
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When can a passenger be dropped off on the lower level at O'Hare Airport? (Select one)
When can a passenger be dropped off on the lower level at O'Hare Airport? (Select one)
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Which two streets represent the zero mile marker, separating the city by north/south and east/west? (Select one)
Which two streets represent the zero mile marker, separating the city by north/south and east/west? (Select one)
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How far west is Western Ave.? (Select one)
How far west is Western Ave.? (Select one)
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Which is NOT an example of a visible disability? (Select one)
Which is NOT an example of a visible disability? (Select one)
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People with disabilities prefer to be called? (Select one)
People with disabilities prefer to be called? (Select one)
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What is a 'trust walk'? (Select one)
What is a 'trust walk'? (Select one)
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Which of these laws protect the rights of passengers to travel with a service animal? (Select one)
Which of these laws protect the rights of passengers to travel with a service animal? (Select one)
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Under which circumstances can you refuse a service animal in your vehicle? (Select one)
Under which circumstances can you refuse a service animal in your vehicle? (Select one)
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Which of the following actions SHOULD be done to assist a customer with a service animal? (Select one)
Which of the following actions SHOULD be done to assist a customer with a service animal? (Select one)
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If your customer has a hearing disability what actions should you take to communicate with them? (Select one)
If your customer has a hearing disability what actions should you take to communicate with them? (Select one)
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What should you do if your passenger is having difficulty speaking? (Select one)
What should you do if your passenger is having difficulty speaking? (Select one)
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Study Notes
Customer Needs and Communication
- Customer needs include timely service, a sense of importance, and comfort; complaining is not considered a need.
- Essential parts of verbal communication include tone, pitch, and speed.
- If people distance themselves while talking, it may indicate excessive volume.
Conflict Resolution
- The L.A.S.T. approach includes Listening, Apologizing, Solving, and Thanking the customer; the apology shows empathy for their dissatisfaction.
Stereotyping and Ethnocentrism
- Stereotyping involves assuming everyone from a group shares the same traits; ethnocentrism refers to believing one’s culture is superior.
Diversity and Inclusion
- Diversity includes groups defined by religion, age, and gender; understanding these groups is critical in service.
Chauffeur License Regulations
- Renewing a restricted chauffeur license requires completion of a minimum four-hour safe/defensive driving course if there are two violations in the past year.
- Licenses must be renewed 60 days before the expiration date; failure to renew within 12 months necessitates reapplying as a new applicant.
- A lost chauffeur license requires immediate notification to BACP and filing a police report.
Address and Name Change Notification
- Changes in address or name must be reported to BACP within 30 days, including specific forms and documentation.
Driving Regulations
- Only hands-free devices, essential for passenger service (like GPS), may be used while driving.
- "Aggravated offenses" refer to actions taken with reckless intent endangering public safety.
- Traffic violations notices include details about the violation, timing, location, and options for contesting.
Road Safety and Bicycles
- Motorists should maintain at least 3 feet distance from cyclists, with a $500 fine for parking in bike lanes.
- The speed limit in Chicago is generally 30 mph unless stated otherwise.
Violations and Appeals
- Fines for "dooring" accidents reach $1,000; headlight repair citations are dismissed if fixed within 2 business days.
- Crosswalk rules require stops at both marked and unmarked crosswalks.
Chicago Geography
- After trips at O'Hare or Midway, drivers must return to the staging area.
- The zero mile marker for Chicago is at Madison St. and State St.
Disabilities Awareness
- Hearing loss is not a visible disability; preferred terminology is "persons with disabilities."
- A "trust walk" involves guiding a passenger with assistance.
Service Animal Laws
- Service animals have rights under the IL White Cane Law and the Americans with Disabilities Act.
- Refusing transport of a service animal is prohibited under any circumstances.
Communication with Disabled Passengers
- Use clear, direct communication with customers who have hearing disabilities; providing pen and paper can facilitate communication.
- If a passenger has difficulty speaking, direct questions are best, along with offering writing options for clarity.
Studying That Suits You
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Description
Enhance your understanding of customer needs and communication in chauffeur services with these flashcards. This quiz will prepare you for practical scenarios and improve your verbal skills essential for effective customer interaction.
