OYO Soft Skill Refresher (Pre-Test)

What is the main goal of understanding a customer’s social style?

• To increase room rates

• To match communication and approach for better engagement

• To make the conversation longer

• To show the customer you know psychology

Which of the following is NOT one of the four main social styles?

• Driver

• Expressive

• Thinker/Analytical

• Follower

A customer who is focused on results, makes quick decisions, and prefers direct communication likely belongs to which social style?

• Amiable

• Driver

• Analytical

• Expressive

If a guest is highly people-oriented and values relationships over details, what is the best way to approach them?

• Give them a brochure and step back

• Focus on pricing only

• Use friendly and supportive communication

• Be firm and to the point

Why is it important to adapt your communication style based on the customer’s social style when offering OYO bookings?

• To reduce cancellation rates

• To improve the alignment and trust, which increases booking chances

• To show dominance

• To reduce room service complaints

What is the best first step when a customer says, "I think your price is too high"?

• End the call politely

• Immediately give a discount

• Acknowledge their concern and ask clarifying questions

• Argue with the customer

Which of the following is an example of reframing a price objection into a value discussion?

• "That’s the price—take it or leave it."

• "Let’s focus on what you’re getting: location, cleanliness, and 24/7 support with OYO."

• "Sorry, we can’t do anything."

• "We’re the cheapest, that’s why."

A guest says: "I’ve never heard of OYO before." How should you respond?

• "It’s new, so maybe you shouldn't try."

• "That's okay! OYO is one of the largest hospitality brands globally with millions of bookings each year."

• "That’s surprising."

• "That means we’re exclusive!"

Which objection would most likely come from an Analytical customer?

• "I’m just browsing, not sure yet."

• "I need to see reviews and compare the facilities first."

• "Let me check with my partner."

• "Looks interesting! I’ll book later."

Why is objection handling critical to increasing OYO bookings?

• It forces customers to book

• It reduces marketing costs

• It builds trust and helps customers move past hesitation

• It shortens conversations