BMK20303 C1 : Managing People for Service Advantage

Which of the following is the best example of emotional labor in a restaurant setting?

• Calculating daily sales

• Smiling and welcoming guests even during a stressful shift

• Training new staff on food safety

• Writing a performance report

A customer service agent is instructed to upsell products during service calls. This reflects which type of boundary-spanning role?

• Technical only

• Marketing only

• Operational and marketing

• Administrative

A firm offers job previews during recruitment. What is the likely benefit of this approach?

• Reduces advertising costs

• Increases the candidate pool

• Allows self-selection by candidates

• Guarantees top talent acceptance

How can a company most effectively reduce role stress caused by customer vs. customer conflicts?

• Increase prices

• Avoid training staff

• Empower staff to mediate and resolve disputes

• Reduce service hours

Which of the following actions best applies the concept of the inverted organizational pyramid?

• Frontline staff making strategic decisions

• Top management directly serving customers

• Middle and top management supporting frontline employees

• Staff reporting to customers

If a company wants to improve service through personality testing, which of the following should it prioritize?

• Technical expertise

• Previous salary

• Courtesy and perceptiveness

• Sales targets

A firm aims to retain control and reduce service disruptions. What strategy would best support this goal?

• Outsource frontline staff

• Avoid insurance and handle risk reactively

• Use risk management tools and employee training

• Focus only on financial forecasting

How does being perceived as a preferred employer influence recruitment outcomes?

• Reduces the need for interviews

• Increases job offer rejections

• Expands the applicant pool

• Lowers salary expectations

When recruiting, what should be clarified to ensure the best job fit?

• Office location

• Product catalog

• Job tasks and working environment

• Brand name spelling

A company seeks to align its service culture with emotional commitment. What is the most practical first step?

• Offer annual bonuses

• Promote core values internally

• Launch a customer loyalty program

• Increase advertising spend