Unit 2 MCQ

Why is presenting a positive image important for the organization?

• It sets the tone for the service process.

• It increases customer confidence.

• It focuses on what is communicated by the service staff.

• It leads to giving more respect to the service staff.

What is one of the purposes of maintaining a positive image of self and the organization, as mentioned in the passage?

• To increase customer confidence

• To set the tone for the service process

• To focus on what is communicated by the service staff

• To trust the service staff more readily

Explain how a positive image of self and the organization can impact the customer's perception during the service process.

• By increasing customer confidence in the organization

• By focusing on what is communicated by the service staff

• By setting the tone for the service process

• By giving more respect to the service staff

What is emphasized as essential for making the service staff's appearance tidy and pleasant?

• Positive behavior

• Right attitude

• Positive body language

• Proper grooming

Why is being dressed appropriately important for projecting a professional image?

• It reflects a positive mindset.

• It shows enthusiasm in helping customers.

• It contributes to positive behavior.

• It helps to project a professional image of oneself and the company.

What is crucial to be aware of for presenting a positive image of self and the organization?

• Positive body language

• Competence and confidence

• Attitude, behavior, body language, and facial expressions

• Enthusiasm in helping customers

How quickly can a customer form the first impression, according to the passage?

• Minutes

• Seconds

• ) Hours

• Days

What does having the right attitude entail, according to the passage?

• Wearing the company uniform correctly

• Thinking positively and being internally motivated

• Displaying confidence and enthusiasm

• Maintaining positive body language

How does displaying positive behavior contribute to a positive image in customer service?

• By wearing the company uniform correctly

• By maintaining a comfortable personal space

• By exuding confidence and competence

• By using polite words like "Please" and "Thank You"

What are examples of positive body language mentioned in the passage?

• Frowning and avoiding eye contact

• Facing the customer and making good eye contact

• Maintaining a closed posture and standing slouched

• Ignoring the customer and looking away