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WorksheetsAOHT PHT Lesson 3
Total questions: 45
Worksheet time: 23mins
Name
Class
Date
1.
A theory to explain consumer motivation that believes that people have different types of needs, ranging from basic to complex and abstract is
a)
Maslow's Hierarchy of Needs.
b)
Pearce's Leisure Ladder.
c)
Plog's Model.
d)
Theory of Motivation.
2.
An America psychologist who studied and wrote about mental health and human potential is
a)
Oprah Winfrey.
b)
Stanley Plog.
c)
Philip Pearce.
d)
Abraham Maslow.
3.
Theories to explain consumer motivation are used by all of the following except
a)
hospitality and tourism industry.
b)
President Obama.
c)
scientists.
d)
educators.
4.
Part of a customer service representatives job includes troubleshooting, or problem solving.
a)
True
b)
False
5.
It is the consumer's needs and wants that create motivation, which in turn leads them to make a (an)
a)
theory.
b)
analysis.
c)
decision.
d)
choice.
6.
All of the following are basic needs except
a)
food.
b)
water.
c)
shelter.
d)
vacation package.
7.
All of the following are wants except
a)
hot air balloon ride.
b)
skiing.
c)
sleep.
d)
luxury resort.
8.
A theory of customer motivation that is usually depicted as a pyramid has all of the following levels except
a)
self-actualization.
b)
ego.
c)
social.
d)
innovation.
9.
All of the following are wants of a guest in a hotel except
a)
wireless access.
b)
good lighting.
c)
safety.
d)
nice view.
10.
Maslow's first level of need is
a)
physiological.
b)
safety.
c)
social.
d)
ego.
11.
Maslow's second level of needs is
a)
social.
b)
self actualization.
c)
safety.
d)
ego.
12.
Maslow's third level of needs is
a)
self actualization.
b)
ego.
c)
physiological.
d)
social.
13.
Maslow's fourth level of needs is
a)
ego.
b)
social.
c)
safety.
d)
physiological.
14.
Maslow's fifth level of need is
a)
ego.
b)
social.
c)
self actualization.
d)
safety.
15.
By staying at a luxury resort, a couple may fulfill their ego needs by feeling a sense of glamour and prestige, which in turn raises their self-esteem and self-confidence.
a)
True
b)
False
16.
On Pearce's Leisure Ladder, travelers ascend as they become older and more experienced.
a)
True
b)
False
17.
On Pearce's Leisure Ladder higher-level motives have to be satisfied before lower-level motives.
a)
True
b)
False
18.
Plog's theory was developed on the belief that traveler's ___________ guided their motivations.
a)
needs
b)
culture
c)
personalities
d)
wants
19.
Plog's theory is a continuum based of travelers' personalities with innovators on one end and traditionalists on the other end of the continuum.
a)
True
b)
False
20.
Most travelers fall on one end of Plog's continuum.
a)
True
b)
False
21.
Sometimes travelers are stereotyped according to all of the following except
a)
age.
b)
gender.
c)
ethnicity.
d)
luggage.
22.
It is unwise to base your customer service on stereotypes. Instead, you would want to use your knowledge of consumer motivation to discover a specific traveler's needs and wants.
a)
True
b)
False
23.
The models of Maslow, Pearce, and Plog help with understanding general trends and give travel professionals useful ways to think about why people travel. This is the only model hospitality customer service representatives should consider.
a)
True
b)
False
24.
Servers are specially trained to do all of the following except
a)
welcome diners.
b)
take orders.
c)
make financial transactions.
d)
make reservations.
25.
All of the following are customer service positions in a restaurant except
a)
host.
b)
concierge.
c)
coat check.
d)
bus persons.
26.
Good, or positive, customer service at a restaurant includes greeting customers, being courteous and attentive, and maintaining composure and respectful attitudes when dealing with a customer complaint.
a)
True
b)
False
27.
Customer feedback is not important. You can never make everyone happy.
a)
True
b)
False
28.
A telephone/Internet customer service representative does not have to think on their feet or keep their composure. They can always hang up if the customer becomes irate.
a)
True
b)
False
29.
Customer service over the telephone is easier than face-to-face because you have to rely only of verbal communication rather than nonverbal communication.
a)
True
b)
False
30.
Employees such as front desk agents and hosts are extremely important because they are the first people with whom customers interact.
a)
True
b)
False
31.
A concierge and a front desk agent have the same job description.
a)
True
b)
False
32.
A concierge does all of the following except
a)
provide directions to local attractions.
b)
help purchase tickets.
c)
make restaurant reservations.
d)
check you In your room.
33.
A front desk clerk does all of the following except
a)
book a tour.
b)
greet guest.
c)
check-in and check-out.
d)
settle their bills.
34.
Bell staff and valet attendants are not as important as front desk agents and concierge.
a)
True
b)
False
35.
Travel agents are responsible for all of the following except
a)
make reservations.
b)
arrange for transportation.
c)
suggest fun things to do while traveling.
d)
escort you to the airport.
36.
Satisfied customers usually tell their friends about the great service they received, which is called word-of-mouth advertising.
a)
True
b)
False
37.
Flight attendants are responsible for many of the same duties as host, receptionists, and waiters.
a)
True
b)
False
38.
Flight attendants must do all of the following except
a)
help passengers find their seats.
b)
serve food and beverages.
c)
ensure passenger safety.
d)
communicate about turbulence.
39.
A pilot's responsibilities are all of the following except
a)
providing passengers with flight details.
b)
ensure the passengers' comfort.
c)
inform how fast or how high the plane is traveling.
d)
say goodbye and thank you as the passengers exit.
40.
Typical customer service jobs on a cruise ship include all of the following except
a)
tour directors.
b)
fitness directors.
c)
counselors in the kids' club.
d)
valet.
41.
Employees on a cruise ship can participate in all of the same activities as the customers.
a)
True
b)
False
42.
You do not get vacation time when you work on a cruise ship.
a)
True
b)
False
43.
Tour guides must be confident, friendly, and attentive to the needs of all of their customers.
a)
True
b)
False
44.
Tour guides do not accept tips of gratitude after giving a tour.
a)
True
b)
False
45.
There are very few jobs that don't have a customer service component to them.
a)
True
b)
False
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