Lobby Security Quiz Questions And Answers

1.

What should you never do if a guest asks you to look up an internal phone extension?

A.

Give the extension number to the guest.
B.

Call the extension without prior authorization.
C.

Conduct a blind transfer.
D.

Put the extension on hold.

Correct Answer
A. Give the extension number to the guest.

Explanation
You must not give out phone extensions, phone numbers, confirm job titles or buildings locations to anyone outside the company. Our employee's privacy is very important. Salespeople and other people who may potentially disrupt the workplace may attempt to gather information from you by asking what may sound like friendly questions.

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2.

You see an impatient employee that you know is a director and is known to be a 'difficult' customer. She presents her badge at the turnstile but doesn't wait for the admission to complete and enters the turnstile. The alarm sound, but you also see an indicator for a valid admit. She didn't stop and kept walking. What do you do?

A.

Ignore it because there was a valid admit.
B.

Ignore it because she is a director.
C.

Politely ask her to come back to the turnstile and present her badge again. If the alarm sounds again, demonstrate how to admit without generating an alarm.
D.

Smile and say, "Good morning."

Correct Answer
C. Politely ask her to come back to the turnstile and present her badge again. If the alarm sounds again, demonstrate how to admit without generating an alarm.

Explanation
We need to stop employees that cause alarms even on valid admits for the following reasons: 1) Allowing the alarm to be activated unnecessarily increases your workload. 2) Not responding to alarm defeats the impressions of control that our security system provides. In security and safety, 90% of our task is perception. 3) Employees lose respect for their position and authority. People often come to work with negative stereotypes of security officers. If you validate these stereotypes, it will be more difficult to enforce company policy and be effective in your position because your business partner will no longer take you seriously.

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3.

(True or False) You should apply all policies consistently regardless of the business partner's title or position in the company.

A.

True
B.

False

Correct Answer
A. True

Explanation
As a general rule, this is true. There are over 400 directors and over 100 vice presidents in Gap Inc. Although we should be aware of titles when dealing with our customers, we must enforce all policies consistently regardless of the business partner's position.

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4.

It's after 6 PM, and mail services have closed for the day. An employee approaches the desk and hands you the box, and says, "A-1 Courier will be by in the next hour to pick up this item. It's a rush, rush, rush delivery."Should you accept this package?

A.

Yes
B.

No

Correct Answer
B. No

Explanation
We accept no deliveries, whether a drop-off or pick-up, without exception. This policy exists for two main reasons: 1) Per the annual FBI report on U.S. domestic bomb incidents, the primary mode of delivery after being thrown is hand-delivered. Mail services are the experts on what packages belong or look suspicious. As a result, all mail-in and out should be handled by mail services and not in our public lobby. 2) We are not in the business of mail services. If we start accepting packages, we are trying to do things outside of what we do best. We want to deliver excellent customer service. Leave mail delivery to the experts.

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5.

What does the yellow or gray stripe on a Gap Inc. access badge indicate?

A.

When the badge will expire.
B.

The number of years an employee has worked for Gap Inc.
C.

The access level of the badge.
D.

Employment status.

Correct Answer
D. Employment status.

Explanation
Employment status. A yellow stripe indicates the badge holder is a contractor. A gray stripe indicates the badge holder is an employee.

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6.

What is the 'Ten Minute Rule' as it applies to lobby reception?

A.

The length of breaks.
B.

The amount of time you may spend socializing on the phone per hour.
C.

The time at which you must call other business partners for a guest even if they have not asked you to or you have left a message for their primary contact.
D.

The time at which you must call your supervisor if a guest has not been greeted by their contact.

Correct Answer
C. The time at which you must call other business partners for a guest even if they have not asked you to or you have left a message for their primary contact.

Explanation
If a guest has been waiting 10 minutes, whether the guest asked you to or not, you must let them know you are attempting to contact other business partners. You should then attempt to contact other business partners in the same workgroup to either greet the guest or to let the original contact know their guest is waiting.

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7.

When enforcing access policies in the lobby, what is your best 'tool' for communicating with our business partners?

A.

A smile and friendly persistence.
B.

A bullhorn.
C.

A telephone.

Correct Answer
A. A smile and friendly persistence.

Explanation
When enforcing any policy, you should always be friendly but politely persistent. It is best to avoid negative terms such as "no," "you must," "stop," etc. Your best tool is to smile, politely explain the policy. If someone attempts to argue with you, simply maintain your friendly demeanor and repeat the policy until they comply. If possible, present the issue a choice so that business partners feel like they are making decisions. Example: A contractor does not want to leave their California ID for an access badge. They are becoming agitated. Instead of simply telling the person they must do this to come into the building, say, "I'm not telling you what to do. I am saying that in order for me to give you an access badge, we need to hold on to your ID in exchange. It's completely up to what you want to do, but it's the policy. What would you like to do?" In this example, it is effectively the same as you must, but because we are giving the person a choice, it tends to deescalate the situation.

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8.

In the unlikely event that an intruder enters the lobby with a weapon and obvious intent to cause harm, what are the only actions that you must do as a lobby receptionist?

A.

Stay safe and activate your duress switch and/or call 911 if it is safe to do so.
B.

Stay calm and cooperate with any demands the intruders make.
C.

Duck, cover, and hold.
D.

Recall the elevators and refuse entry as the person does not have an appointment.

Correct Answer
A. Stay safe and activate your duress switch and/or call 911 if it is safe to do so.

Explanation
Your primary concern during a workplace violence (WPV) incident is to stay safe. If you have time, activate your duress switch. If you can get or hide, do it. Once you are safe call 911.

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9.

(True or False)When a guest is signing in the guest log, you should visually verify that the guest prints their full name legibly and accurately?

A.

True
B.

False

Correct Answer
A. True

Explanation
You should always look at the guest log after guest signs in to make sure they print their name legibly as well as the correct time and who they are visiting. Keep in mind that if we need to review a guest log for an incident or investigation, that printed name is the only record we have. It must be clear and readable.

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10.

When covering a lobby desk, you should always wear/use a _________ instead of the handset to answer a call.

A.

A phone headset
B.

Speakers
C.

Laptop
D.

None of these

Correct Answer
A. A pHone headset

Explanation
When covering a lobby desk, wearing a phone headset is recommended instead of using the handset to answer a call. This is because a headset allows the person to have their hands free to perform other tasks while on the call, such as typing or writing down information. It also provides better sound quality and comfort for the person wearing it, allowing them to have clear communication with the caller. Using speakers or a laptop may not be suitable for a lobby desk as they may not provide the same level of privacy and efficiency as a phone headset.

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