CMI Customer Service & Professional Conduct 3

Question 1

Which of the following best describes ethical conduct for a custodial technician?

Accepted Answer

Using facility resources only for authorized work purposes

Answer

Taking small, unneeded supplies from the facility storage as a work perk

Answer

Sharing keycard or access codes with trusted coworkers

Answer

Adjusting time records slightly to account for overtime

Question 2

When preparing to clean a private office, a custodial technician should:

Accepted Answer

Knock and announce their presence before entering, even if the office appears empty

Answer

Enter immediately without announcement since cleaning is scheduled

Answer

Wait until the occupant leaves before attempting to clean

Answer

Skip the office and return to it at the end of the shift

Question 3

What is the primary benefit of a custodial technician maintaining a positive attitude while working?

Accepted Answer

It contributes to a better workplace environment and stronger relationships with building occupants

Answer

It allows them to work more slowly without criticism

Answer

It guarantees faster promotion opportunities

Answer

It excuses minor lapses in cleaning quality

Question 4

A custodial technician observes a coworker skipping required cleaning steps to finish earlier. What is the most professional response?

Accepted Answer

Report the behavior to a supervisor following proper protocols

Answer

Join the coworker to also finish early

Answer

Confront the coworker aggressively in front of others

Answer

Ignore it because it is not your responsibility

Question 5

Which of the following is the most appropriate way for a custodial technician to handle a language barrier with a building occupant?

Accepted Answer

Speak slowly, use gestures or visuals, and seek a translator if needed

Answer

Ignore the occupant's request if you cannot understand it

Answer

Assume what the occupant wants and proceed without confirmation

Answer

Ask the occupant to find someone to translate for themselves

Question 6

What is the significance of following a facility's dress code and grooming standards for custodial technicians?

Accepted Answer

It projects a professional image, supports hygiene, and may be required by safety or health regulations

Answer

It is optional and only applies to customer-facing roles

Answer

It only matters during formal inspections or evaluations

Answer

Grooming standards are personal choices that employers cannot regulate

Question 7

Why is it important for a custodial technician to understand the facility's emergency procedures?

Accepted Answer

Custodial staff are often present throughout the facility and may be first to encounter emergencies

Answer

Emergency procedures only apply to security and management personnel

Answer

It is only necessary if the technician is assigned to high-risk areas

Answer

Emergency knowledge is optional for entry-level custodial positions