Customer Service & Hospitality Midterm Test

Hotels Motels/budget hotels Motor homes Resorts/chalets Condotels Travel lodges Residential suites Rest houses,etc..can be called...

• Travel & Tourism Sector

• Lodging Sector

• Food Service Sector

• Food Service Industry

Tourism is primarily a __________industry

• production

• service

• distribution

• exciting

Below are the definitions of customer service, except ...

• is an organization's ability to supply their customers' wants and needs

• is a process for providing competitive advantage and adding benefits in order to maximize the total value to the customer

• is an activity of providing services to guest that includes lodging, theme parks, travelling, transportation, and additional fields within the tourism industry

• is the commitment to providing value added services to external & internal customers, including attitude knowledge, technical support, and quality of service in a timely manner

Services needed to handle damaged or malfunctioning products. The activity is called ...

• Training

• Repair

• Financial Assistance

• Complaint Resolution

Using the customer's name is very effective in producing loyalty. Customers like the idea that whom they do business with knows them on a personal level.
The statement above is included to characteristic of good customer service ...

• promptness

• politeness

• professionalism

• personalization

Below are the characteristics of good customer service, except ...

• assisting in sales

• politeness

• professionalism

• promptness

Which one is the best combination of creating value to customers?

• problem solving, friendly, and impatient

• inconsiderate, professionalism, and knowing the product

• good communication skill, confidence, and manipulative

• having good product knowldge, confidence, and professionalism

Below are the scopes of hospitality industry, except ...

• assembly and event management

• recreation and lodging

• lodging and travel

• travel and education

The picture is classified into ...

• Resort hotel

• Economy hotel

• Apartment

• Airport hotel

The example of tangible factors in hospitality industry is ...

• serenity

• facility

• comfort

• ease