unit 4

First impressions are difficult to change

• True

• False

Why is it important to make a good first impression?

• It sets the tone for future interactions

• It doesn't really matter; subsequent interactions are more important

• It helps you stand out from the crowd

How quickly do people form a first impression of someone they meet?

• Within seconds

• Within minutes

• Within hours

What are some factors that contribute to a positive first impression?

• Appearance and body language

• Communication skills

• Confidence and friendliness

• All of the answers

The appearance of staff has no impact on a customer's perception of a hospitality organization.

• True

• False

How can the cleanliness and hygiene of staff uniforms impact customer perception?

• It can create a sense of professionalism and trust.

• It doesn't really matter; customers focus on other factors

• It can make customers uncomfortable and dissatisfied.

Personal grooming and neatness of staff have no influence on a customer's impression of a hospitality organization.

• True

• False

How can the attire and dress code of staff contribute to a positive customer experience?

• It can reflect the organization's brand and create a cohesive image.

• It doesn't really matter as long as staff are knowledgeable and friendly

• It can be a source of confusion and inconsistency for customers.

Having a dress code and hygiene standards is unnecessary in hospitality organizations.

• True

• False

Why is it important to have a dress code in hospitality organizations?

• It helps create a professional and consistent image.

• It restricts staff's individuality and self-expression.

• It has no impact on customer perception.