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Chapter 2 Service Quiz

Authored by Carly Jorgensen

Other

9th - 12th Grade

Used 7+ times

Chapter 2 Service Quiz
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20 questions

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1.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Service is...

The area in a hospitality business that guests usually see.

An activity that is done for another person.

A customer who purchases products or services from a hospitality business.

An interaction between a customer and a staff member.

2.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

A customer who purchases products or services from a hospitality business is called a

employee

service

quality service

guest

3.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Which of the following best defines customer service?

Act or manner of serving food and beverages.

All positive moments experienced between hospitality employees and customers.

Someone who purchases products or services from a business.

Total customer experience with a business.

4.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Which of the following is an example of empathy?

Feeling angry when a customer insults you.

Feeling timid and withdrawing when a customer suggests your business is inadequate.

Shouting at a customer who shouts at you.

Understanding the tired feeling a customer has after traveling all day.

5.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Which of the following helps meet the acceptance and esteem needs of customers?

Calling the customer by name.

Creating a sense of safety.

Providing quality food.

Providing good lighting.

6.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Which of the following is not an intention of a customer service plan?

Effectively handle negative encounters.

Reduce customer and employee stress.

Encourage irritating customers to leave.

Retain customers.

7.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Quality service is the key to establishing and maintaining a successful business.

True

False

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