Formas de atendimento
Authored by Andreia Martins
Education, Fun, Other
10th - 12th Grade
Used 4+ times
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15 questions
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1.
FILL IN THE BLANK QUESTION
45 sec • 1 pt
O rececionista durante o atendimento deve estar de
2.
MULTIPLE CHOICE QUESTION
45 sec • 2 pts
A chamada deve ser atendida no máximo até
2 toques
o cliente desistir
3 toques
imediato
3.
MULTIPLE CHOICE QUESTION
45 sec • 3 pts
Quando se atende o telefone, o rececionista deve...
cumprimentar
identificar-se
identificar a unidade
cumprimentar
perguntar o que pretende
reclamar por terem ligado
4.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Deve-se utilizar diminutivos, quando se atende o hóspede.
Verdadeiro
Falso
5.
MULTIPLE CHOICE QUESTION
45 sec • 1 pt
A empatia é uma das caraterísticas fundamentais no atendimento
Falso
Verdadeiro
6.
MULTIPLE CHOICE QUESTION
45 sec • 3 pts
Quando o hóspede está a reclamar, devemos...
Escutar sem interromper e questionar sempre que necessário.
Começar de imediato a argumentar.
O cliente tem sempre razão
Não ligar.
7.
FILL IN THE BLANK QUESTION
30 sec • 1 pt
O significado de Lobby é
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