BahamaHost Modules III

Which type of body language makes you appear open, professional, confident, less defensive, and trustworthy when communicating?

• Folding arms and crossing legs

• Avoiding making and maintaining eye contact

• Having a slouching or slouching posture

• Smiling, making balanced eye contact, and using positive gestures to engage your audience and to show that you are listening

Which of the following is a form of communication? Choose the best answer

• Verbal

• nonverbal

• Written

• All of the aforementioned

Which of the following is something that an unsatisfied customer will most likely do?

• Return for future business

• Leave positive feedback online

• Tell friends and family about the bad experience

• All of the aforementioned

Which of the following is an example of excellent customer service?

• A waiter who doesn't want to bother his customers and doesn't check in until the bill is due

• An attorney who offers his services for free, but doesn't return phone calls

• A reservation agent suggesting to the customer that if they take an earlier flight, they can save $300 on a ticket fare

• An interior designer that listens to a customers' wants and needs but creates designs that match her (the designer's) desires

Which of the following statements best captures the nature of leadership as it should be for your business to ensure your continued future success?

• Leaders are only those in management positions

• Leaders focus on budgeting, assigning tasks, and "looking out for the company

• Leader focus on setting direction, influencing, align people with a shared vision and motivating people

Which word best describes a visitor who is allocentric

• Adventurous

• Non adventurous

• Psychocentric

• low activity level

Service performance that falls below a customer expectation in such a way that it leads to dissatisfaction is called:

• Service failure

• A good experience

• Service recovery

The action taken by an organization in response to a service failure and to improve the situation for a customer by turning complaints into compliments is called:

• Service failure

• Service recovery

• A bad situation

_________ involves doing what is fair, honest, legal, and right

• Ethics

• moment of truth

• Moments of magic

This group of customers is least likely to take any action. They are unlikely to say anything to the provider, less likely than others to spread negative word of mouth, and unlikely to complain to a third party. They often doubt the effectiveness of complaining, thinking that the consequences will not merit the time and effort they will expend. Sometimes their personal values or norms argue against complaining.

• Passives

• Iratest

• Activists

• Voicers