
Customer Service in Hospitality and Tourism
Passage
•
World Languages
•
12th Grade
•
Hard
Fred Traore
FREE Resource
15 questions
Show all answers
1.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
What is the primary focus of customer service in the hospitality and tourism industry according to the document?
Reducing costs
Creating a welcoming and positive experience
Increasing employee benefits
Expanding globally
2.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Why is meeting and exceeding customer expectations crucial for a business?
It reduces the need for marketing
It builds trust and fosters loyalty
It allows for higher pricing
It decreases employee turnover
3.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
What is one of the actions mentioned for handling client complaints?
Ignore the complaint
Offer a gift card and a coupon
Transfer the complaint to another department
Delay the response
4.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
What should businesses aim to provide beyond basic expectations?
Discounts and promotions
Personalized service
Free products
Extended warranties
5.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
What is the ultimate goal of generating positive word-of-mouth referrals?
To reduce advertising costs
To increase sales and gain a competitive advantage
To expand product lines
To hire more staff
6.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Which of the following is NOT listed as an action to handle client complaints?
Present a solution to the issue
Use empathy and honesty
Ignore the complaint
Keep the client informed
7.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
What is a key component of delivering a positive experience according to the document?
Offering the lowest prices
Consistently exceeding customer expectations
Providing free samples
Having a large product range
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