Customer Service - Chapter 2

To make customers feel welcome, service providers must greet them with a ____________ and ___________ smile.

• good, cheeky
• warm, serious
• warm, friendly
• stern, mischievous

When communicating with the customer, establishing eye-contact with them is very important because it shows that you are _____________.

• obliging
• showing respect
• acknowledging their request
• following the company policy

Which one of the following scenario will make customer feel welcome?

• Play loud music in a restaurant.
• Acknowledge the guest’s presence.
• Talk to the guest throughout the whole dining experience.
• Remain silent throughout when communicate with the guest.

When service staff communicate with the customers, he or she can talk to the customer about their _____________.

• age
• private matters
• interest
• personal problems

Which one of the following is an effective way to communicate with customers?

• Talk softly and gently.
• Speak up your mind and express your feelings.
• Answer the questions when you are ask to do so.
• Use positive statement and demonstrate courtesy.

Which one of the following can make a guest feel welcome when they are in a restaurant?

• The restaurant must have a nice and relax environment.
• The restaurant must play sentimental music throughout.
• The service staff must follow the company policy strictly.
• The service staff must know their work procedures very well.

The picture shows a waitress taking a food order for a customer, what is the very first thing she must say in order to make the customer feel welcome?

• Hi sir, may I take your order?
• Yes sir, what can I do for you?
• Good afternoon sir, may I take your order?
• Hello sir, what would you like to have?

Which one of the following is the correct way to build rapport with the customers?

• Give discount
• Address customers by name
• Talk to the customers non-stop
• Tell jokes and stories to the customers

In the restaurant, a customer suddenly reaches to you with the intention to order some food.  What would you do to the customer?

• Provide my opinion that suit the customer best.
• Show the customer the most expensive meal on the menu.
• Recommend the cheapest meal on the menu to the customer.
• Ask the customer a few questions to find out what she prefers and then give suggestion.

An old lady guest whom has hearing loss asked you for direction to the nearest toilet and you have told her twice but yet she could not hear nor understand you. What is the best solution to help her?

• I will smile at her and walk away.
• I will ask my manger to assist her.
• I will accompany her and show her the way.
• I will repeat the third time and give up.