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What is the most appropriate way to greet a customer in a travel and tourism setting?

• "Hey, what's up?"

• "Good morning, how can I assist you today?"

• "Yo, need any help?"

• "What's your problem?"

Which of the following is an example of effective communication in customer service?

• Using technical jargon

• Speaking clearly and concisely

• Interrupting the customer

• Speaking in a monotone voice

When dealing with an upset customer, what is the first step you should take?

• Ignore them

• Argue with them

• Listen to their concerns

• Tell them to calm down

What is the importance of maintaining eye contact with a customer?

• It shows you are paying attention

• It makes the customer uncomfortable

• It is not important

• It is considered rude

Which of the following is a key component of customer service etiquette?

• Being dismissive

• Being polite and respectful

• Using slang

• Ignoring customer feedback

How should you handle a situation where you do not know the answer to a customer's question?

• Make up an answer

• Admit you don't know and offer to find out

• Ignore the question

• Change the subject

What is the best way to ensure you understand a customer's needs?

• Assume you know what they want

• Ask clarifying questions

• Talk over them

• Guess their needs

Why is it important to use the customer's name during a conversation?

• It personalises the interaction

• It is unnecessary

• It can be seen as intrusive

• It is considered unprofessional

What should you do if a customer is speaking too quickly for you to understand?

• Nod and pretend you understand

• Ask them to repeat themselves more slowly

• Ignore them

• Walk away

Which of the following is an example of positive body language?

• Crossing your arms

• Smiling and nodding

• Looking at your watch

• Rolling your eyes