1. Which of the following would most likely create a good first impression and generate repeat business?

2. Which of the following is not an example of good customer service?

3. Making an assumption about different people or groups of people is known as:

4. Recognising a customer’s body language will assist a driver in choosing the correct:

5. It is most appropriate to use a personal greeting board when picking up at a:

6. Why is it important to recap following a misunderstanding with a customer?

7. How will providing a service which does not meet customer’s expectation affect your business?

8. Which of the following is not an advantage of choosing to travel by taxi?

9. What is the main aim of the Equality Act 2010?

10. A misunderstanding has risen with a customer who has a speech disability regarding the destination, what is the best course of action to take?

11. How should a taxi and private hire operator ensure that people with disabilities are given equal opportunities to use their services?

12. Which of the following is not an example of discrimination?

13. For a long journey to a distant airport, which of these is the most appropriate form of transport?

14. When entering a taxi, people who need a wheelchair to travel must also have a vehicle with:

15. Why is it important to be cordial, friendly and welcoming to a customer?

16. Why is it important to share knowledge with colleagues?

17. A driver deliberately provides a lower standard of service to elderly passengers. This is best described as a form of:

18. What action should a driver initially take to defuse a problem that could lead to conflict?

19. It is most important to keep your vehicle clean inside and out to:

20. A driver can be accused of discrimination if they refuse a fare: