Quiz - Customer Service / Maslow's Hierarchy of Human Needs

The order of Maslow's hierarchy of needs, from bottom to top, is...

• Safety, Belonging-Love, Self-Actualization, Self-Esteem, and Physiological
• Psychological, Security, Happiness, Ego, and Self-Realization 
• Physiological, Safety, Belonging-Love, Self-Esteem, and Self-Actualization
• Physiological, Love, Self-Actualization, Esteem, Safety

Good grooming, making eye contact, smiling, having good posture, responding quick, and using a customer's name are all qualities of...

• A customer-focused employee
• A customer
• A hard worker
• Both a customer and an employee

The following sectors are all part of the hospitality industry, EXCEPT - 

• Food and Beverage
• Lodging
• Vacations
• Recreation

The following are all effective tips for handling customer complaints, except...

• Offer solutions
• Be supportive
• Listen with empathy
• Nod and say uh-huh 

The ability to put yourself in someone else's shoes and know how that person feels.

• Service
• Empathy
• Accomodation
• Sympathy

The message you communicate with your body language is known as - 

• Non-verbal communication
• Verbal communication
• Being empathetic
• Having a positive attitude

According to Maslow’s Hierarchy of Needs, what is the first need that must be met?

• Safety
• Belonging
• Esteem
• Physiological 

The hardest stage to recognize individual needs in is the...

• Safety level
• Love and Belonging level
• Actualization level
• Esteem level

Why is it important for a person working in the hospitality field to answer a telephone in a positive and upbeat manner?

• So everyone likes you
• To be swag
• So guests can know whether you are having a good day or not
• Guests often form impressions about your business even before they come into your business

Someone who purchases a product or service from a business is -

• A customer
• A vendor
• An employee
• A hospitality worker