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WorksheetsGreat Customer Service Review 1-8
Total questions: 102
Worksheet time: 51mins
Name
Class
Date
1.
Customer service is only about handling complaints.
a)
True
b)
False
2.
Most communication in customer service is face-to-face.
a)
True
b)
False
3.
When people shop online, they usually don't require customer service.
a)
True
b)
False
4.
Today, most people buy tickets from the airline’s website, from a travel site like Expedia or Travelocity, or from a travel agent.
a)
True
b)
False
5.
Synchronization is when something is done at the same time or according to a standard time frame.
a)
True
b)
False
6.
Technology changed the hotel industry in all of the following ways except
a)
guest can read reviews before booking online.
b)
guests can check in and out via computers, at their convenience.
c)
electronic key cards improve guest security.
d)
chauffeur guest to and from the airport.
7.
Many larger hotels use remote kiosks around the lobby for arrivals and departures as well as computerized energy management systems to control heat and air-conditioning.
a)
True
b)
False
8.
The increase of travel and tourism has no impact on the restaurant industry.
a)
True
b)
False
9.
The Internet enables customers to check out restaurants online, read reviews, and make reservations. These days some people won’t even go to a restaurant unless it has a website.
a)
True
b)
False
10.
When you use the telephone to book a flight, you’ll be asked for an email address, because 98% of airline tickets today are paperless or “e-tickets.”
a)
True
b)
False
11.
All of the following are trends that will shape customer service except
a)
bigger, faster planes; more flights; more airlines.
b)
less service, food, and room on flights.
c)
bigger hotels offering more variety and services, like spas, in-room movies, and Internet access.
d)
less kinds of restaurants offering more choices.
12.
Why people choose to buy certain products or services or why people choose to buy from a specific company is
a)
a theory.
b)
psychology.
c)
customer motivation.
d)
a want.
13.
Maslow's Hierarchy of Needs is one of the most well-known theories of customer motivation.
a)
True
b)
False
14.
Customer service does not motivate a guest to buy or not to buy. The quality of the product is the only factor a customer will consider.
a)
True
b)
False
15.
The Hierarchy of Needs was invented by the psychologist
a)
Stanley Plog.
b)
Adam Maslow.
c)
Abraham Johnson.
d)
Abraham Maslow.
16.
The need for self-actualization, or fulfilling your potential, cannot be met until all the other needs on Maslow's Hierarchy of Needs are met.
a)
True
b)
False
17.
Maslow's Hierarchy of Needs are in the following order:
a)
Physiological, Safety, Social, Ego, Self Actualization
b)
Safety, Social Physiological, Ego, Self Actualization
c)
Social, Physiological, Safety, Ego, Self Actualization
d)
Ego, Physiological, Safety, Social, Self Actualization
18.
Maslow's need for concentration on survival is
a)
social needs.
b)
safety needs.
c)
physiological needs.
d)
ego needs.
19.
Maslow's need for strengthening self-respect is
a)
physiological needs.
b)
safety needs.
c)
social needs.
d)
ego needs.
20.
Maslow's need for interacting with other people is
a)
safety needs.
b)
social needs.
c)
ego needs.
d)
physiological needs.
21.
Maslow's need for interacting with other people is
a)
social needs.
b)
ego needs.
c)
safety needs.
d)
physiological needs.
22.
According to Maslow's Hierarchy of Needs, an activity or a purchase can fulfill more than one need at the same time
a)
True
b)
False
23.
Different cultures place needs in a different order from Maslow's.
a)
True
b)
False
24.
Maslow’s Hierarchy is a “Western” idea—that is, it represents how Americans and other Westernized nations and cultures look at things.
a)
True
b)
False
25.
People living in third world countries may have many more concerns about their physiological or safety needs because they live in a place without running water or sanitation, or because they live in a country that is dangerous and at war. Talking to them about ego or social needs is silly when they’re just trying to survive.
a)
True
b)
False
26.
Through using sites such as Priceline and Expedia, tourist can fulfill the need for control, the need for choice, and the need for engagement.
a)
True
b)
False
27.
It is not important to understand what customers want and need because tourist can make their own choices.
a)
True
b)
False
28.
Through use of technology such as Wi-Fi access in hotel rooms and social media, tourist can interact and engage in great customer service.
a)
True
b)
False
29.
Great customer service is about developing a relationship with customers and making them feel welcome and special.
a)
True
b)
False
30.
Customer service does not require emotional labor.
a)
True
b)
False
31.
Emotional labor jobs include all of the following except
a)
involve interaction with external customers.
b)
require employees to try to produce a specific emotional reaction in customers.
c)
expect employees to control their own emotional responses and behaviors.
d)
no interaction with external customers.
32.
When hospitality and tourism employees interact with customers all day long, they have a lot of emotional labor in their jobs because their purpose is to make their guests happy.
a)
True
b)
False
33.
Emotional labor means making eye contact, delivering smiles, showing sincere interest and engaging in friendly conversation with people who are essentially strangers.
a)
True
b)
False
34.
. If you greet someone with warmth and professionalism, the customer may well think that you are also responsible, trustworthy, and competent.
a)
True
b)
False
35.
Not everyone can learn to manage emotional labor more effectively.
a)
True
b)
False
36.
The halo effect is at work in every encounter with a customer.
a)
True
b)
False
37.
Hospitality and tourism employees should be aware of unconscious biases regardless of how different they might be from us or where they're short, tall, old, young, and so on.
a)
True
b)
False
38.
If you greet someone with warmth and professionalism, the customer may well think that you are also responsible, trustworthy, and competent.
a)
True
b)
False
39.
The Platinum Rule is Treat others as they would like to be treated.
a)
True
b)
False
40.
The Platinum Rule does not require psychology.
a)
True
b)
False
41.
It’s psychological: smiling actually improves your mood which helps with The Platinum Rule.
a)
True
b)
False
42.
The study of psychology helps us to do all of the following except
a)
recognize and fulfill customers' needs.
b)
understand what motivates different customers.
c)
remember the importance of the Platinum Rule.
d)
remember the importance of the Golden Rule.
43.
The more we can learn about customer needs and wishes, the more hospitable we can be and the better customer service we can provide.
a)
True
b)
False
44.
All of the following are the seven biggest most common mistakes people make in customer service situations except
a)
leave a customer hanging.
b)
argue with a customer.
c)
look unprofessional.
d)
give correct or accurate information.
45.
All of the following are the seven deadly sins except
a)
argue with a co-worker in front of a customer.
b)
imply that a customer's needs are important.
c)
pass the buck.
d)
ignore a customer.
46.
Instead of arguing with a co-worker in front of a customer, discuss a problem with the co-worker out of earshot of the customer. Then you both return to provide the answer or solution as a team.
a)
True
b)
False
47.
You should never admit that you don't have the answer when a guest ask a question.
a)
True
b)
False
48.
If you don't seem to care about cleanliness, appropriate dress, or personal appearance, customers many assume that you also don't care about your job or your customers.
a)
True
b)
False
49.
If you are certain that the customer is being unreasonable, it is acceptable to use an argumentative tone of voice with a customer.
a)
True
b)
False
50.
Leading a customer to expect a reply, then not following through with a response is one of the most commonly committed sins.
a)
True
b)
False
51.
Listening carefully and being respectful of what the customer wants and needs is key to delivering great customer service.
a)
True
b)
False
52.
It is acceptable to tell a customer to find someone else to solve the problem without completing your part of the assistance.
a)
True
b)
False
53.
"Owning" an issue is very important. You should not "Pass the Buck".
a)
True
b)
False
54.
All of the following are rules of great customer service except
a)
the Platinum Rule.
b)
the rule of everyone makes mistakes.
c)
the Rule of First Impressions.
d)
the Rule of Skills and Service.
55.
The Platinum Rule is based on customers' expectations.
a)
True
b)
False
56.
In order to act on the Platinum Rule, you have to figure out what the individual customer wants.
a)
True
b)
False
57.
If the customer's first impression is not excellent, the halo effect will not work.
a)
True
b)
False
58.
If you make a good first impression, you can then treat the customer anyway you choose.
a)
True
b)
False
59.
Last impressions are very important so customer service employees need to greet customers when they enter, say goodbye to the customers when they leave, and thank them for their business.
a)
True
b)
False
60.
Customer service employees need both soft skills and hard skills.
a)
True
b)
False
61.
Soft skills are the attitudes or personal qualities that make a person successful—being polite, being friendly, being able to empathize with customers, being able to listen.
a)
True
b)
False
62.
Hard skills are the specific skills and knowledge an employee needs to do the job.
a)
True
b)
False
63.
Not all jobs have both soft skills and hard skills.
a)
True
b)
False
64.
A steady flow of service is the key to efficiency, and efficiency is the key to satisfied customers.
a)
True
b)
False
65.
The Imbalance Ripple Effect is when a customer waits at one stage, they will be waiting at other stages, too, because there won't be enough staff at any point to handle the crowd.
a)
True
b)
False
66.
All of the following are strategies to avoid the imbalance ripple effect except
a)
making reservations to that new customers arrive at the restaurant every 15 minutes or half an hour, not all at once.
b)
giving customers beepers or pagers so that they can wait in different places without worrying that they won't hear their names being called when their table is ready.
c)
pre-keying and pre-assigning rooms for members of a tour group to make the check-in process go faster.
d)
treating everyone the same even if they have unique needs, such as disabled people and families with young children.
67.
All of the following are examples of what to do when problems arise except
a)
be calm. Positive body language can make the guest feel more comfortable and confident that their needs will eventually be met.
b)
acknowledge and greet new customers as they get in line; it is a great way to create a positive first impression.
c)
telling the customer the wait will be shorter than it really is so that will not leave.
d)
thank guests for their patience. Maybe offer a free dessert after the meal or a a free appetizer while they wait.
68.
All of the following are features of nonverbal communication except
a)
eye contact.
b)
personal grooming.
c)
proxemics.
d)
words of encouragement.
69.
Proxemics is how close you stand to another person, touch, or personal space.
a)
True
b)
False
70.
Nonverbal hand and body movement include all of the following except
a)
crossing arms or legs.
b)
leaning forward or back.
c)
greeting the customer.
d)
slouching.
71.
The ability to shift how you communicate based on the situation or the person you are talking to.
a)
Jargon
b)
Using Standard English in the Workplace
c)
Building Rapport
d)
Code-Switching
72.
Developing a positive relationship with customers.
a)
Code-Switching
b)
Jargon
c)
Building a Rapport
d)
Verbal Communication
73.
A specific language that refers to a job or an activity.
a)
Jargon
b)
Code-Switching
c)
Using Standard English
d)
Building a Rapport
74.
Hearing is a physical ability, while listening is a skill.
a)
True
b)
False
75.
All of the following are basic listening skills except
a)
make regular eye contact with the person who is speaking.
b)
stay still.
c)
don't interrupt.
d)
don't use facial expressions and gestures to respond appropriately.
76.
It is possible to lean forward, make eye contact, sit still, not interrupt—and not hear a word that the other person is saying.
a)
True
b)
False
77.
All of the following are good phrases to use when practicing active listening except
a)
"If I understand you correctly..."
b)
"What I think you're saying is..."
c)
"I am sure I do not understand what you're asking..."
d)
"Just to be sure, did you mean...?"
78.
All of the following are examples of asking open-ended questions except
a)
Please explain...
b)
What do you think about...
c)
How...
d)
Did you enjoy your stay?
79.
If you treat guest with courtesy and understanding, you can defuse the situation and they may not be difficult at all.
a)
True
b)
False
80.
When using a customer’s name, you should say “Mr.,” “Mrs.,” or “Ms.” Nowadays, many companies instruct their employees to call all women “Ms.” since it can refer to any woman, married or unmarried.
a)
True
b)
False
81.
It is also important to make sure you pronounce the customer’s name correctly. If you’re not sure how to pronounce it, don't ask!
a)
True
b)
False
82.
Your tone is one of the main ways you let your customer know that you are paying attention and that the issue at hand is important to you.
a)
True
b)
False
83.
All of the following are ways to handle a customer problem except
a)
let the customer vent.
b)
remember; it's not about you.
c)
don't ever admit a mistake.
d)
pay attention to their expectations.
84.
If you really want to keep your customers, make sure you follow up after there’s been a problem. This is connected to two of the most common customer service mistakes—passing the buck and not following through on a promise.
a)
True
b)
False
85.
One of the most commonly used methods of business communication is
a)
telephone call.
b)
snail mail.
c)
email
d)
text messaging.
86.
All of the following are advantages of email except
a)
it is quick and easy.
b)
it allows you to communicate with many people simultaneously.
c)
it can be used 24 hours a day regardless of where the recipient is.
d)
it is not efficient.
87.
All of the following are disadvantages to using email except
a)
just like big news, sensitive matters need a personal touch.
b)
if a matter is urgent, don't use email.
c)
once you've sent an email, it's out of your control.
d)
email is private.
88.
Email etiquette is part of netiquette, the rules people follow when communicating online.
a)
True
b)
False
89.
The set of manners that are appropriate for a certain situation.
a)
Letter Writing
b)
Socializing
c)
Etiquette
d)
Dining
90.
It is not necessary to have more than one email account since email is private.
a)
True
b)
False
91.
Your email address should be professional so you won't be embarrassed or make a bad impression on the recipient.
a)
True
b)
False
92.
It is illegal for employers to monitor your email activity at work.
a)
True
b)
False
93.
Since your emails represent your company, comply with all policies your company has about using email.
a)
True
b)
False
94.
A one-word subject line is usually too short; a good subject line is less than 50 characters long, which is about five or six words.
a)
True
b)
False
95.
It’s not okay to skip a greeting in most business emails.
a)
True
b)
False
96.
Acronyms and emoticons are informal ways to express feeling and emotion through email. They can be very useful. However, they are informal and should not be used in most business communication.
a)
True
b)
False
97.
It is okay to use all capital letters in an email if you want to emphasize a point.
a)
True
b)
False
98.
Try to keep emails to 25 lines or shorter; if you're writing more than this, consider attaching a document with the extra information.
a)
True
b)
False
99.
You should always repeat information from a previous email to make sure the recipient understands.
a)
True
b)
False
100.
In your attempt to be formal and business-like, don’t sound cold or unfriendly in an email. Choose friendly and pleasant words, but don’t joke around. Not only can jokes be considered too informal or unprofessional, but they can be offensive to some people. Don’t try to be cute and funny, just be nice!
a)
True
b)
False
101.
Bad grammar, poor spelling, and overused punctuation create a negative impression on the reader.
a)
True
b)
False
102.
In most business communications, it's okay to skip a closing and just write your name.
a)
True
b)
False
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