Question 1 of 28

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

B) Reduce the work load

D) Implement exclusion lists

A) Call every hour

C) Understand symptoms of stress

Question 1 of 28

Question 2 of 28

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

B) Avoid conversation

D) Deny any responsibility

C) Slow down then speed up

A) Show concern and understanding

Question 2 of 28

Question 3 of 28

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

C) Dispatch Office

D) Rank Marshall

B) Traffic Warden

A) Licensing Officer

Question 3 of 28

Question 4 of 28

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

D) A decreased risk of legal action

C) Increase risk of injury and death

B) A decrease in cost of hire and reward insurance

A) An increase in company reputation

Question 4 of 28

Question 5 of 28

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

D) Adopt a good posture

A) Keep close to the load

B) Check regulations

C) Stop and think

Question 5 of 28

Question 6 of 28

6. A risk is:

A) The chance the hazard can cause harm

B) Damage caused by fire

C) Number of accidents that happen

D) Chance of someone can be blamed

Question 6 of 28

Question 7 of 28

7. 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

A) Avoiding

C) Competition

B) Accommodating

Question 7 of 28

Question 8 of 28

8. 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?

B) Sleep during breaks

A) Anticipate challenges

D) Refuse long fares

C) Ignore customers

Question 8 of 28

Question 9 of 28

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

D) A Hazardous lifestyle

C) A stress free lifestyle

A) A sedentary lifestyle

B) An active lifestyle

Question 9 of 28

Question 10 of 28

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

C) It prevents a customer blaming you

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

B) It allows you to charge more

D) It prevents you from legal liabilities

Question 10 of 28

Question 11 of 28

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

A) Record findings

B) Review findings

C) Evaluate the risk

D) Decide who may be harmed

Question 11 of 28

Question 12 of 28

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

C) Passenger can use any payment system

D) Passenger can use on board entertainment system

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

B) Passenger gets to their destination quickly

Question 12 of 28

Question 13 of 28

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

A) Trade association

B) Traffic warden

C) Other drivers

D) Rank Marshall

Question 13 of 28

Question 14 of 28

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

A) Push the vehicle to safety

B) Call your breakdown cover company

D) Alert police

C) Use a warning triangle

Question 14 of 28

Question 15 of 28

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

D) Keep the load away from the body

A) Adopt a good posture

C) Place the feet together with knees straight

B) Share the load with the passenger

Question 15 of 28

Question 16 of 28

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

D) Driver could be sued

B) Vehicle could be taken off the road

A) Future insurance costs could be reduced

C) Licensing authority investigation

Question 16 of 28

Question 17 of 28

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

B) Drive to a Hospital immediately

A) Stop at the nearest Chemist

C) Follow the customers instructions

D) Complete the journey quickly

Question 17 of 28

Question 18 of 28

18. Which of these is a kinetic lifting principle?

B) Hold the load above shoulder height

D) Lift by bending the back

A) Avoid twisting the body

C) Carry the load away from the body

Question 18 of 28

Question 19 of 28

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

A) Customer

B) Driver

D) Licensing authority

C) Dispatcher

Question 19 of 28

Question 20 of 28

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

D) Road rage

B) Congestion

A) School children

C) Dazzle from headlights

Question 20 of 28

Question 21 of 28

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

C) Listen to traffic and road reports

B) Use knowledge gained on a conflict management course

A) Carry out a vehicle check

D) Refuse fares from any drinking establishment

Question 21 of 28

Question 22 of 28

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

B) Warn other traffic with hazard lights

C) Phone a colleague

D) Inform dispatch

A) Continue driving

Question 22 of 28

Question 23 of 28

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

B) Spinal injuries

A) Abrasions

D) Leg injuries

C) Bruising

Question 23 of 28

Question 24 of 28

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

C) Positioning feet together and knees straight

D) Positioning the feet wide apart and waist bent

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

B) Keeping knees locked with back bent when lifting

Question 24 of 28

Question 25 of 28

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

D) Comply with their requests

A) Tell them to change their attitude

C) Take them to their destination quickly

B) Anticipate situations to make them easier to deal with

Question 25 of 28

Question 26 of 28

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

B) Personnel indemnity

D) 3rd party vehicle

A) Hire and reward insurance

C) Home contents

Question 26 of 28

Question 27 of 28

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

C) Text in later

A) Use a panic switch

B) Phone in later

Use CCTV

Question 27 of 28

Question 28 of 28

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

B) Communicate with the right people

D) Record a risk assessment

A) Write down all the details

C) Complete the journey

Question 28 of 28