THC10 - Quality Service Management (Long Quiz)

Which of the following describes a service natural? Check all that apply.

• Employees who work hard on the job assigned

• Employees who stand out for delivering exceptional customer experience

• Employees who can transform a normal interaction to a remarkable service encounter

• Employees who provide exceptional service when given the opportunity.

Which of the following are physiological responses of a guest to the servicescape?

• Sense

• Information processing

• Pleasure

• Expectation

Which of the following is not a tool used in selecting and hiring employees.

• Application form

• Interview

• Psychological tests

• Cover Letter

Which of the following is a source for external hiring?

• List of former applicants

• Referrals

• Promotion

• Online website

Which of the following is not a medium of communicating culture?

• Laws

• Rumors

• Symbols

• Principles

Which of the following are aspects that service providers should train employees on?

• Strategies

• Product Specifications

• Policies

• History and background of the company

Coaching is educating on what to be done, while mentoring is building skills and knowledge.

• True

• False

(a)   is a type of personal training involving a guidance of an experienced master in crafting or trade under a period of time.

Feedback is important in motivating employees.

• True

• False

To figure out what requirements you look for employees, human resource planning and job analysis should be done prior.

• True

• False