WorksheetsFinal Customer Relationship Management
Total questions: 55
Worksheet time: 21mins
What does CRM stand for?
Customer Relate Management
Custom Relationship Management
Customer Relationship Management
Customer Relative Management
Which one is not origin of CRM
Interaction
Interactive
Long Term Relationship
Learning Relationship
What is the first step happen of origin CRM?
Long Term Relationship
Interaction
Regular Passenger
Irregularity Passenger
Which is related to regular customers?
Learning Relationship
Long term Relationship
First impression
Impression
Which are the 8 principles of CRM?
CRM can make money
Royal Orchid Plus
Big Cards
Nok Fanclub
What is a CRM failure?
Assign work on duty
Not distributing work
The airline has a good management system.
None of the above is correct
"Promotion" what point is the in origins of CRM?
Learning Relationship
Interaction
Long Term Relationship
All of the above
What is it?
Airline advertising on Social Network
Airlines Advertising on Billboard
Airlines Advertising on Instagram
Airlines Advertising on Website
"First time impression and come again" Which is related to?
Learning Relationship
Full Services
Long time relationship
Premium Airlines
Compliment
Satisfaction
Compensation
A and B are correct
What problems do you see in this picture?
Travel document not correct
Long queue long time
Passenger services is not enough for open check in counter.
A dangerous goods is prohibit item onboard.
Which is important since starting work?
Assign duty each day
Preparation an equipment for check in.
Briefing in your team
All of the above
How does CRM help work?
Technological
Expectations
Competition
All of the above
What is not a CRM system?
Narongrit memorize name of passenger.
Wimonchat service of passengers when long queues occur.
Thanatcha check travel document the same everyday.
Chakattai final call for finding the last passenger
Unsurprisingly She swears never to fly with the airlines again. From this sentence what does it mean?
หล่อนขอโทษเป็นอย่างมากแก่สายการบิน ที่ได้ทำผิดพลาดไป
ไม่แปลกใจเลยที่เธอสาบานว่าจะไม่บินกับสายการบินนี้อีก
ให้ตายเถอะ!!! เธอรู้สึกว่ากำลังโดนสายการบินเอาเปรียบอยู่
ฉันไม่แปลกใจ ถ้าเธอจะรู้สึกแย่มากๆกับสายการบินนี้
What is CRM system of Air New Zealand?
Airpoints
The Marco Polo Club
Miles & Smiles
KrisFlyer
What is the #1 best airline in the world 2019 from SKYTRAX?
AirAsia
Qatar Airways
Singapore Airlines
All Nippon Airways (ANA)
What is another way of CRM?
Social Network
Friend of friend
Friend of Manager
All of the above
What can keep customer relations?
Service standard
Attendant
Understanding
All of the above
"Database Management" Which one is not...
Help users to access information easily, conveniently and efficiently.
Accessing by passenger only.
All the purchase histories of all the customers.
All the interactions made with the customer including the last time you talked, the last time they submitted feedback, the last time they requested to receive a newsletter etc.
Essential
จำเป็น
หลักการ
คำนึง
จดจำได้
Verify
เอกสารการเดินทาง
ตรวจสอบ
ยอมรับ
ยืนยัน
Effected
ผลกระทบ
ความอ่อนไหว
ข้อกำหนด
สนธิสัญญษ
Stroller
พาหนะ
รถเข็ญเด็ก
เดินทางไกล
ไม่สามารถจัดการได้
Documentation
เอกสารประกอบ
เอกสารการเดินทาง
เอกสารสูญหาย
เอกสารครบ
Following
ติดตามดู
มุมมอง
ฟังก์ชั่น
ผลที่เกิดขึ้น
reschedule
กำหนดเวลาใหม่
เครื่องตรงเวลา
ตารางเที่ยวบิน
เที่ยวบินขาออก
colleagues
เพื่อนใกล้ชิด
เพื่อนร่วมงาน
บริษัทขนส่ง
ผู้แทน
assignment
ถกเถียง
คำอธิบาย
จัดการ
การมอบหมาย
Observant
การสังเกตุ
จดจ่อ
จดจ้อง
มองดู
When the bag cannot be repaired, airlines will negotiate a compensation amount based on the value of the bag and its depreciation.
Missing
Damage
Lost property
Delay
Baggage is a baggage not available for delivery to the passenger when presented a baggage claim check upon arrival at the destination and for which no Forwarding Advice Message has been received.
Missing
Claim
Damage
pilfered
Things that people have lost or accidentally left in a public place, which are kept until someone collects them.
Lost property
Missing
Damage
Pilfer
Which one is lost and found duties?
Monitoring and ensuring the timely delivery of baggage.
Boarding and Check in passenger
Give the lost and found form to Passenger Services.
Collect the boarding pass
"Tariff“
Fee
Airport Tax Fee
Tax Refund for foreigner
A and B are correct
Which of the following is incorrect?
On arrival of each flight, at least one staff should stay with the passengers until the last baggage is brought into the baggage claim area.
"Ticket" means the Itinerary and includes the Electronic Ticket issued by us or on our behalf and including the Conditions of Contract and notices contained in it.
Lost and Found duties is not answers incoming emails regarding lost items.
Lost and Found is provides assistance for customers who have lost items.
What the process is action Missing Baggage case?
Ask the passenger for the baggage claim tag(s) and his passport and ticket, and photocopy.
Complete the Property Irregularity Report (PIR) in the presence of the passenger.
Using the Airline Baggage Identification Chart as reference, record relevant details as accurately as possible.
All of the above
What is relevant to the CRM system?
Request the passenger to sign the PIR
Calling for update status of Missing baggage
Reply E-mail to passenger switching baggage.
All of the above
What is not relevant to the CRM system?
Filling out PIR form
Receive Lost and Found form from Purser
Thai Airways' frequent flyer system is Royal Orchid plus.
When passenger arrival they want to rent a car for travel.
What is the system used to follow baggage?
WorldTracer
Amadeus
Galileo
Abacus International
What channels can Lost and found be contacted with passengers?
Call center
Airlines Office
All of the above
Which one is correct?
Lost and Found form is hand to hand between Purser and PSGR
PIR stand for Priority Irregularity Report
IATA Baggage Identification Chart use for Lost and Found form only.
BL in IATA Baggage Identification Chart stand for black color.
What is the detail must be written in the Lost and found form?
Flight no.
Pax seat's no.
Sector
All of the above
When the delayed baggage arrives at the station, deliver it to the passenger within …. hours of arrival.
Six
Eight
Four
Five
Which one is not concern CRM in Ramp Services?
Baggage Matching Form
Stair Truck with roof
Loader
Store staff
If we are going to upload the passenger's baggage What will we use to help us finding baggage?
Sorting
Baggage Matching Form
Passenger stair truck
Baggage identification chart
Which is the duty of ramp control officer?
Operate passenger steps, baggage tugs and conveyor belts
Transfer loads between aircraft and baggage sorting area or cargo warehouse
Notify Load Control Officer regarding special loads and total pieces of baggage
A and B are correct
Disembarking
Fill fueling
Staring truck with roof
None of the above
When refueling the aircraft Why have passengers disembark the aircraft?
Safety standards
Smell
Follow to Aviation's Law in matters of safety and paying attention to passengers.
All of the above
Which of these is not a wheelchair lift CRM?
For convenience to passenger
Safety
Labor-serving device
Image of company
Pick up passenger from the bus gate sent to the Aircraft when the Aircraft remote parking bay is …
(a)
Identification Baggage Chart
Baggage Identification Chart
IATA Identification Baggage
Chart of Baggage Identification
Found within (a) weeks from the date of loss: Arrange delivery to passenger as soon as possible, but not later than 6 hours after the missing bag has arrived. In case delivery cannot be made, contact the passenger by phone, e-mail, etc., to make arrangement.
Subject code is (a)
Name of this subject teacher?
Mr. Patipat & Mr. Sarunya
Ms. Ratchada & Ms. Darigold
Ms. Ratchada & Mr. Patipat
Ms. Ratchada & Mr. Sarunya
