WorksheetsCustomer Service
Total questions: 43
Worksheet time: 22mins
Customers have different needs, preferences and expectations.
Which of the following represents a customer's preference?
seating in the third row
wheelchair accessibility
access to bathrooms
hearing aid loop accessibility
A patron at a local theatre approaches an usher and demands to be seated in a different location due to a noisy group nearby.
What is the most appropriate action to take in this situation?
Offer the patron a refund
call security immediately
confront the groups and insist they calm down
contact your supervisor and report the situation
Which of the following is most likely to result in an improvement in customer service?
surveying staff morale
reviewing sales targets
reading reviews online and responding quickly
evaluating work performance and refining work practices
A week before a schedules performance, a box office staff member receives a call from a patron whose tickets have not yet arrived.
Which of the following is the appropriate course of action?
transfer the call to the manager
listen, respond and follow up the call
refer the patron to the condition of sale policy
ask the caller to phone back later in the week
What is meant by cultural awareness in the workplace
being able to identify different cultures
having different cultures listed in role descriptions
having a range of different cultures in the workplace
being sensitive to the similarities and differences between cultures
During pre-show checks the vision technician notices that the projector is not functioning. The technician replaces it and sends the malfunctioning projector to be repaired.
What type of maintenance is this?
non-routine
regular
standard
sustainable
Which of the following is the most effective communication method for production personnel at an outdoor event?
Megaphones
Two-way radios
Public address system
Wired headset communication
Who would access a hearing induction loop during a performance?
Stage Manager
Audio Operator
Front of House Manager
Audience members with special needs
Which of the following is most effective to help identify a customer's needs?
Asking open questions
Maintaining eye contact
Asking closed questions
Observing body language
A customer telephones a venue with an inquiry about access to public transport.
What is the most effective response to deal with the customer's enquiry?
Refer the customer to a supervisor
Direct the customer to the venue website
Look up the information and provide it during the call
Instruct the customer to send an email to the box office
What is the purpose of workplace policies and procedures for dealing with customers?
To provide staff with information about their rights
To provide customers with information about the organisation
To provide customers with information on how to make a complaint
To provide staff with information about the organisation's expectations
Two stagehands are assigned to work together to move equipment while setting up for an event.
Which of the following will best help them carry out this task efficiently?
Communication
Delegation
Motivation
Resolution
Two members of a band are having an ongoing disagreement which is affecting their work.
What approach should be implemented by the ban's manager to resolve this conflict?
Ignore the problem
Document the problem in a work diary
Discuss the problem with the whole band
Arrange for mediation for the two band members
Which of the following forms of correspondence is best suited to writing to a producer about discriminatory practices in her production company?
File note
SMS
Formal letter
Memo
Which of the following would best assist a manager to identify problems in a work group?
setting goals
obtaining feedback
sequencing work routines
following the code of conduct
Which of the following is most important for box office staff when greeting customers?
Listen actively
Rephrase questions
Use an appropriate tone
Maintain a consistent volume
A box office staff member receives a phone call from an angry patron who claims he has not received a response to his email about poor customer service at the venue.
What is the most appropriate response?
Admit fault and offer a refund
Show concern about the problem and request contact details
Say that the email has not been received and ask for a new copy
Inform the patron they they are busy and that the problem will be investigated later
What type of business document is a memo?
Invoice
Sales record
Correspondence
Database record
A customer makes a complaint to an usher regarding the temperature inside a large entertainment venue.
What is the most appropriate action for the usher to take?
Offer a refund
Record the customer's details
Refer the matter to a supervisor
Adjust the air-conditioning temperature
Box office staff observe a customer having difficulty reading posted information.
What would be the first step in providing effective customer service in this situation?
provide special seating
provide translation assistnace
show empathy and use open questioning
use active listening and closed questioning
Why do crew members wear black clothing when working in the theatre?
It is a union requirement for all crew members
It is the appropriate personal presentation standard for the industry
It complies with the relevant WHS legislation
It makes them clearly visible to the stage manager at all times during the production
What document is used by the stage manager when calling a show?
A script
A cue sheet
A prompt copy
A running sheet
Which of the following presents a barrier to communication?
Empathy
Stereotyping
Active listening
Cultural sensitivity
Which of the following is an example of an internal customer in the entertainment industry?
Venue hirer
Event patron
venue manager
Media representative
What should a box office attendant do first when allocating a seat to a customer with a vision impairment?
Notify the ushers
Offer seating near an exit
Ensure there is appropriate access
Establish the customer requirements
With which of the following personnel would a stage manager communicate during a performance?
Audio operator, FOH manager, lighting operator
Costume designer, lighting operator, ushers
Director, lighting operator, performers
Lighting operator, production manager , stage crew
Which of the following could cause conflict between members of an audio crew?
Late customers
Anxious performers
Equipment problems
Budgetary constraints
To which of the following would you refer when marking out a performance space?
Stage Plan
Properties List
Lighting design
Director's notes
What documentation should accompany a delivery of equipment for which payment has not been made?
A memo
A receipt
An invoice
A sales catalogue
Which of the following is the best example of quality customer service?
Addressing customers in an informal tone
Meeting all reasonable needs of the customer
Following up customer requests if there is time
Disseminating customer information in the workplace
An usher has witnessed a patron smashing the box office window during intermission.
What should the usher do first?
Clean up broken galss
Notify appropriate personnel
Complete an incident report
Escort the patron from the envue
What immediate action should be taken by the vision system operator when a multimedia presentation fails one hour before an event?
Reschedule the event
Conduct a safety audit of the venue
Check the power supply and cabling
Check the equipment for maintenance requirements
What is required for 2 crew members to move heavy rostra efficiently and safely?
Communication
Delegation
Motivation
Resolution
You are a box office attendant at a local theatre. A patron complains loudly about the seat that has been allocated.
What is the most appropriate immediate course of action?
Ask the patron to be quiet
Inform the patron there is nothing you can do
Inform the production manager about the patron
Calm the patron and seek advice from your supervisor
Which of the following situations involves a theatre director dealing with an internal customer?
Giving a media interview
Meeting with the set designer
Advising a hire company of missing equipment
Discussing a stage issue with the venue management
Email is one method for a production company to disseminate a new schedule to its regular customers.
What other method would be most appropriate?
Memo
Poster
Telephone
Direct mail
You are the Production Manager for a major yearly sporting event. In previous years there have been complaints about noise levels.
To avoid future complaints, what is the most appropriate course of action to take prior to the performance?
Notify the local police
Notify the stage crew
Call a meeting with the sound operator
Call a meeting with the neighbouring community
Who is the makeup artists immediate supervisor during rehearsals?
Actor
Designer
Dresser
Stage Manager
Which of the following is an appropriate way to deal with cultural misunderstandings in the workplace?
Have empathy with colleagues
Avoid having conversations with colleagues
Prepare training manuals in one language
Work only with colleagues who speak the same language
You have painted the stage floor as directed by the set designer. The lighting designer disagrees with the colour used and demands a repaint.
Who should you consult first regarding this conflict?
Director
Producer
Stage manager
Set Designer
What is the primary role of the sound technician?
Create mood for a performance
Provide sound cues for actors
Supervise front of house noise levels
Maintain and operate the sound throughout the production
You are the stage manager for a non-English speaking festival.
What strategy would you implement first with an existing team to ensure cross-cultural respect?
Employ interpreters
Ensure that your team is multicultural
Develop a working knowledge of the languages spoken at the festival
Call a team meeting to discuss cultural diversity of the groups attending
What does a theatre company use to record its income and expenditure?
Leave sheets
Petty cash forms
Voertime sheets
Financial reconciliation forms
