Which of the following is the correct protocol for answering a telephone ?

Reply with an uninterested tone.

What are ways to overcome the barriers to effective communication?

Ensure the situation is comfortable.

Have your mind filled with other issues.

Why is benchmarking important?

Builds enthusiasm and commitment among employees

To ensure a customer comes back

To ensure an organization is able to consistently meet their customer's expectatations

To identify the customer'e needs or the cause of the problem and providing possible options or solutions available

Rapport refers to a relationship in which people?

Like, don't understand and respect

Hate, understand and disrespect

Like, don't understand and disrespect

What does service culture includes?

Values, beliefs, practices of the organization

Take great care in recruiting, selecting and retaining the right person for the required jobs

Consistently meet and exceed their customer's expectations

What are the benefits of creating a good first impression?

Customer tends to trust you more readily

Customer will respect your views

Customer will focus on what you are saying

What is the importance of maintaining a professional image

Customer will develop a positive and a comfortable relationship

Customer will develop a negative and comfortable relationship

Customer will develop a positive and uncomfortable relationship

Customer will develop a negative and uncomfortable relationship

Which of the following is not a non-verbal signal?

Thank the customer for doing business with you

Smile to show your appreciation

Always maintain a positive body language

What is the acronym of GEMS:

Going the Extra Mile for Service

Going the Extra Mile for Satisfaction

Go the Extra Mile for Satisfaction

What is one importance of obtaining guest feedback?

To know what your customer wants and expects

To be emotionally inclined with the customer

Why do we write guest’s concern and feedback in a log book?

to have a more profitable business

turn negative complaints into positive

What is the meaning of Needs in guest expectations?

Desires of things not possessed or lacking

A wish to possessed a something

What is the meaning of Wants in guest expectations?

Desires of things not possessed or lacking

A wish to possessed a something

What should you do when a customer is unhappy with a situation and giving you unfair criticism?

Put yourself into a customer service mindset

Walk away and recollect your thoughts

Why is it important to remain calm when handling guests’ concerns?

Make good progress and satisfy guests’ needs

Guests will provide good feedback

What is the main importance of repeating guests’ concerns?

Let them know that you understand what the problem is

What is the purpose of recovery in a service breakdown situation?

Because there was a mistake made during service

It is to return the customer provider relationship back to its normal state

What are some reasons for service recovery?

A product or service did not deliver as expected

A service provider lacked adequate knowledge or skills to handle a situation

What are the 4 factors of service that customers want to receive?

Attentive, Resourceful, Trustworthy, Seamless

Seamless, Trustworthy, Resourcefulness, Initiative

Careful, Reliable, Systematic, Attentive

Which one of the options below is a way to build resilience at work?

Nurture a negative view of yourself

How does a firm benefit from innovation ?

Decrease marketplace recognition

HSC General Revision C1- C6, Part 2

Authored by nlckoLe Yap

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Professional Development

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76 questions

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MULTIPLE CHOICE QUESTION

2 mins • 1 pt

Why do we need to communicate?

To express feelings.

To not inform.

To deinfluence.

To not meet social expectations.

MULTIPLE CHOICE QUESTION

2 mins • 1 pt

Cultural variations affect the way people communicate non-verbally. What culture is more remote and displays less non-verbal communication?

Masculinity

Individualism

Power distance

Collectivism

MULTIPLE CHOICE QUESTION

2 mins • 1 pt

What does it mean to have fluency and coherence in English?

Able to link ideas together.

Establish rapport with customers.

Lesser grammatical errors.

Prevent embarrassment or misunderstanding.

MULTIPLE CHOICE QUESTION

2 mins • 1 pt

What is the purpose of using probing questions?

To seek more details.

To think and reflect.

To keep control of the conversation.

To subtly persuade.

MULTIPLE CHOICE QUESTION

2 mins • 1 pt

What is NOT a friendly gesture?

Cheek kissing.

Fist bump.

Thumbs up.

Eyes rolling.

MULTIPLE CHOICE QUESTION

2 mins • 1 pt

What do you have to consider when talking to someone on the phone?

Be mindful of your tone of voice.

Do not make sexist comments.

Act in a respectable manner.

Clarify if you are unsure on addressing their title.

MULTIPLE CHOICE QUESTION

2 mins • 1 pt

Which technology has enhanced communication and service delivery?

Newspaper.

Social media.

Advertisements.

Radio.

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HSC General Revision C1- C6, Part 2

Why do we need to communicate?

Cultural variations affect the way people communicate non-verbally. What culture is more remote and displays less non-verbal communication?

What does it mean to have fluency and coherence in English?

What is the purpose of using probing questions?

What is NOT a friendly gesture?

What do you have to consider when talking to someone on the phone?

Which technology has enhanced communication and service delivery?

Which of the following is the correct protocol for answering a telephone ?

What are ways to overcome the barriers to effective communication?

Which of the following is NOT a component of the English language?

Access all questions and much more by creating a free account

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