Question 1 of 28

1. It is important to reassure customers who may be in shock because

D) It prevents you from legal liabilities

B) It allows you to charge more

A) It allows you to paint a feeling of personal security

C) It prevents a customer blaming you

Question 1 of 28

Question 2 of 28

2. Following an incident how can you best reassure customers?

D) Deny any responsibility

A) Show concern and understanding

B) Avoid conversation

C) Slow down then speed up

Question 2 of 28

Question 3 of 28

3. A driver works weekend evenings and nights in a busy city centre. What should they do to avoid situations that will cause stress whilst driving?

C) Ignore customers

A) Anticipate challenges

D) Refuse long fares

B) Sleep during breaks

Question 3 of 28

Question 4 of 28

4. How should dispatchers help reduce the personal risk to drivers from known bad customers?

C) Understand symptoms of stress

D) Implement exclusion lists

B) Reduce the work load

A) Call every hour

Question 4 of 28

Question 5 of 28

5. Which of the following is most likely to be a hazard when driving at night on an out of town journey?

C) Dazzle from headlights

A) School children

B) Congestion

D) Road rage

Question 5 of 28

Question 6 of 28

6. How should a driver contact their base when in difficult situations when they are at potential risk?

Use CCTV

B) Phone in later

C) Text in later

A) Use a panic switch

Question 6 of 28

Question 7 of 28

7. What is the duty of care a driver has to a passenger?

D) Passenger can use on board entertainment system

B) Passenger gets to their destination quickly

C) Passenger can use any payment system

A) Passenger can get in and out of the vehicle safely

Question 7 of 28

Question 8 of 28

8. Which of these is part of the kinetic lifting principle?

D) Positioning the feet wide apart and waist bent

B) Keeping knees locked with back bent when lifting

C) Positioning feet together and knees straight

A) Keeping knees bent and keep the back’s natural posture

Question 8 of 28

Question 9 of 28

9. The most serious potential consequence of not following H&S regulations is

C) Increase risk of injury and death

D) A decreased risk of legal action

A) An increase in company reputation

B) A decrease in cost of hire and reward insurance

Question 9 of 28

Question 10 of 28

10. What should a driver do first when confronted with a road accident?

C) Phone a colleague

B) Warn other traffic with hazard lights

D) Inform dispatch

A) Continue driving

Question 10 of 28

Question 11 of 28

11. A customer has been injured whilst under a driver’s duty of care. What is not likely to be a consequence of this?

A) Future insurance costs could be reduced

D) Driver could be sued

C) Licensing authority investigation

B) Vehicle could be taken off the road

Question 11 of 28

Question 12 of 28

12. Who is most likely to be able to help the driver reduce risks when picking up passengers at a taxi stand?

D) Rank Marshall

A) Trade association

B) Traffic warden

C) Other drivers

Question 12 of 28

Question 13 of 28

13. A driver has been asked to lift a heavy item. When lifting how is potential injury avoided?

B) Share the load with the passenger

D) Keep the load away from the body

C) Place the feet together with knees straight

A) Adopt a good posture

Question 13 of 28

Question 14 of 28

14. Your customer is feeling unwell and tells you they need to take medication – what action should you take

B) Drive to a Hospital immediately

C) Follow the customers instructions

A) Stop at the nearest Chemist

D) Complete the journey quickly

Question 14 of 28

Question 15 of 28

15. Which insurance covers a driver’s public liability?

D) 3rd party vehicle

C) Home contents

A) Hire and reward insurance

B) Personnel indemnity

Question 15 of 28

Question 16 of 28

16. When undertaking risk assessments after looking for possible hazards what is the next step?

A) Record findings

C) Evaluate the risk

D) Decide who may be harmed

B) Review findings

Question 16 of 28

Question 17 of 28

17. Exercise and diet are important for a taxi driver because they lead

D) A Hazardous lifestyle

A) A sedentary lifestyle

B) An active lifestyle

C) A stress free lifestyle

Question 17 of 28

Question 18 of 28

18. Which of these is most likely to be caused by bending your back when lifting?

A) Abrasions

D) Leg injuries

C) Bruising

B) Spinal injuries

Question 18 of 28

Question 19 of 28

19. What should you do first if your vehicle breaks down in a dangerous position on a motorway?

D) Alert police

C) Use a warning triangle

A) Push the vehicle to safety

B) Call your breakdown cover company

Question 19 of 28

Question 20 of 28

20. There is a disagreement over a fare – you have resolved the situation by explaining the reasons for the fare. This is an example of which type of strategy?

D) Collaboration

C) Competition

A) Avoiding

B) Accommodating

Question 20 of 28

Question 21 of 28

21. Which of these is a kinetic lifting principle?

C) Carry the load away from the body

D) Lift by bending the back

A) Avoid twisting the body

B) Hold the load above shoulder height

Question 21 of 28

Question 22 of 28

22. What is the first step in dealing with a problem that requires the use of a contingency plan?

A) Write down all the details

B) Communicate with the right people

D) Record a risk assessment

C) Complete the journey

Question 22 of 28

Question 23 of 28

23. A risk is:

C) Number of accidents that happen

A) The chance the hazard can cause harm

D) Chance of someone can be blamed

B) Damage caused by fire

Question 23 of 28

Question 24 of 28

24. A driver is in an emergency situation, who should they contact in order to implement their contingency plan?

D) Rank Marshall

A) Licensing Officer

B) Traffic Warden

C) Dispatch Office

Question 24 of 28

Question 25 of 28

25. How should a driver best reduce risk when carrying passengers late on a Saturday night?

B) Use knowledge gained on a conflict management course

D) Refuse fares from any drinking establishment

C) Listen to traffic and road reports

A) Carry out a vehicle check

Question 25 of 28

Question 26 of 28

26. Who is the most responsible for the safety and welfare of the customer in the event of an emergency whilst in the vehicle?

D) Licensing authority

A) Customer

C) Dispatcher

B) Driver

Question 26 of 28

Question 27 of 28

27. What is the first basic rule to follow before lifting a passenger’s suitcase?

A) Keep close to the load

B) Check regulations

D) Adopt a good posture

C) Stop and think

Question 27 of 28

Question 28 of 28

28. How should a driver best reduce stress when dealing with difficult passengers?

A) Tell them to change their attitude

C) Take them to their destination quickly

B) Anticipate situations to make them easier to deal with

D) Comply with their requests

Question 28 of 28