Business Etiquette & Service Challenges

For handshake, which hand is used to shake?

• Left

• It does not matter

• Right

The 3As of Image Management are

• Appearance, Actions, Attitudes

• Appearance, Attitude, Acknowledge

• Actions, Acknowledge and Acceptable

If you are introduced to someone who has their right hand in a cast, do not bother shaking hands with them.

• True

• False (Extend your hand in a cast, do not bother shaking hands with them)

What is the service recovery process?

• Acknowledge, Take Responsibility, Offer.

• Acknowledge, Take Responsibility, Offer, Next and Evaluate.

• Offer, Next and Evaluate.

• All of the Above

What is the 5 service Dimensions? The RATER.

• Reliability, Assurance, Tangibles, Empathy and Responsiveness

• Relax, Assurance, Technology, Empathy and Resilience

• Remember, Accountability, Transformation, Experience and Representation

It is alright to login social media accounts during office hours.

• True

• False

How long does it take to form First Impression?

• 1 to 4 sec

• 5 to 30 sec

• 1 min

What are the 3 components of First Impression?

• Visual 55%, Vocal 38% and Verbal 7%

• Verbal 55%, Vocal 7% and Visual 38%

• Vocal 55%, Visual 38% and Verbal 7%

Why is work place etiquette important?

• Lack of knowledge of protocol can cause embarrassment and misunderstanding.

• Socially correct behaviours are important when using technology.

• A diverse population requires that we interact properly and respectfully with people of all backgrounds.

• All of the above.

What are the golden principles for Good Etiquette?

• Head, heart and hands

• Heart

• Hands