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SIA Door Supervisor Licence (Level 2 Award exams)

Communication and customer care: practice questions

Our SIA Door Supervisor bank has 14 questions on this topic. Here are 4 of them with answers; the full mock exam draws from every topic, like the real one.

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Question 1

Why is it important to understand the diverse needs of customers?

  1. So everyone is served fairly and without discrimination
  2. So staff can treat everyone the same way regardless of need
  3. So some groups can be refused entry
  4. So the venue can charge some people more
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A. So everyone is served fairly and without discrimination — Recognising different needs (language, disability, culture) lets staff make adjustments and avoid discrimination.

Question 2

What is active listening?

  1. Talking over the person to save time
  2. Waiting for your turn to speak
  3. Listening while doing other tasks, such as checking ID at the same time
  4. Giving full attention and checking you've understood
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D. Giving full attention and checking you've understood — Active listening means focusing, showing you are listening, and summarising or asking questions to check understanding.

Question 3

Which of these is a benefit of good teamwork among door staff?

  1. Staff can share one licence between them on busy nights
  2. Each person can ignore the venue's policies
  3. Fewer incidents need to be recorded
  4. Colleagues support each other and respond faster
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D. Colleagues support each other and respond faster — Teamwork improves safety, communication and response. Every operative still needs their own licence.

Question 4

A customer speaks little English. What is a good way to communicate?

  1. Refuse entry because they cannot speak English well enough to follow rules
  2. Use slang to sound friendly
  3. Speak faster so the conversation ends sooner
  4. Use simple words and gestures and check understanding
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D. Use simple words and gestures and check understanding — Plain language, gestures and checking understanding help. Refusing someone because of language could be discriminatory.

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