IPS 23

Definition of CODE OF CONDUCT.

• show responsibilities

• proper practices for the individual

• proper practices for an organization

• a set of rules outlining the responsibilities of proper practices for an individual or organization.

The importance of wearing a proper uniform is to

• show good body language

• show off

• avoid customer complaints

• show a good image to the customers

Which is considered unprofessional act?

• Helping out a colleague to receive goods.

• Using the cell phone now and then.

• Not helping your colleagues to check their punch cards.

   

   

Good body language is to

• smile at all times.

• stare at customers.

• stay very close to customers.

• use too much of hand gesture to customers.

Who should be served first?

• Host

• Ladies

• Men

• Starved customers

Who is the one encoding a message?

• channel

• medium

• sender

• receiver

One of the methods to have effective communication is to

• be an active listener

• be very subjective in opinion.

• shout at the customer if they cannot hear.

• try not to look into the eyes of the customers.

Which is communicating using words?

• verbal

• non-verbal

• mass

• direct

Which is communicating through non-verbal?

• Eye contact

• Speech

• Talking to each other

• Give instructions

Which one causes a Service Breakdown in the Food & Beverage industry?

• Staff did not ask sufficient questions to clarify.

• Font on the menu is too small.

• Customer does not know what they want.

• Waiter serving the food to other tables.