Travel Services Unit Test-4th Quarter

1.      Which of the following is NOT a part of greeting customers properly?

• a.      Using verbal communication appropriate to the situation

• b. Observing the customer's verbal and non-verbal communication

• c.    Demonstrating sensitivity to cultural and social differences

• d.Rushing the customer through the line

Answer explanation

d) Rushing the customer through the line

2. Why is it important to use appropriate verbal and non-verbal communication when greeting customers?

• a.      To establish a positive rapport with the customer

• b.  To make the customer feel uncomfortable

• c.  To rush the customer through the line

• d. To ignore the customer's needs

3.   What should you do when observing a customer's verbal and non-verbal communication?

• a.Ignore the customer's communication

• b. Respond in a way that is appropriate to the situation

• c   Make the customer feel uncomfortable

• d    Rush the customer through the line

4.   Why is it important to demonstrate sensitivity to cultural and social differences?

• a.      To make the customer feel uncomfortable

• b.To establish a negative rapport with the customer

• c.    To avoid offending or alienating the customer

• d. To rush the customer through the line

5.What is the first step in identifying a customer's needs?

•                                                     a.     Assessing the customer's urgency

•                                                    b.     Using appropriate interpersonal skills

•                                                    c.   Identifying personal limitations

•                                                    d.     Attending promptly and efficiently to the customer's needs

6.  Why is it important to assess a customer's needs for urgency?

•                                 a. To provide better service to customers who are in a rush

•                                 b. To prioritize service delivery based on the customer's needs

•                                c.  To ignore the customer's needs

•                               d.To rush the customer through the service process

7. What should you do if you identify personal limitations in addressing a customer's needs?

•                                    a.    Ignore the customer's needs

•  b.     Seek assistance from the higher authority

•                                           c.     Rush the customer through the service process

•                               d.     Provide incorrect information to the customer

8.  Why is it important to maintain professional rapport with the customer?

•                                             a. to provide low quality service

•                                   b.  To make the customer feel uncomfortable

•                                 c.    To enable high quality service

•                                 d. To ignore the customer's needs

9. What is the first step in administering client file booking requirements?

• a)      Keeping records of all bookings made accurately

• b)      Demonstrating knowledge on industry booking systems and procedures

• c)      Interpreting the customer's requirements correctly

• d)      Coordinating the booking process from initial request to finalization

11    What does it mean to "determine the customer's requirements"?

• a)      To ignore the customer's needs

• b)      To keep records of all bookings made accurately

• c)      To interpret any quotations previously supplied to the customer

• d)      To identify and understand what the customer wants and needs