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WorksheetsHSC Revision Quizziz_Chapter 4_Year 2023
Total questions: 12
Worksheet time: 24mins
When handling guests' feedback, one of the strategies is to 'repeat the guests' concerns. Service representative can do so by (a) or repeating the concerns back. to show that he has listened and understand what the issue is.
Which of the following defines one's ability to bounce back from adversity compared to one's peers?
Emotional Quotient
Intelligence Quotient
Reflective Quotient
Resilience Quotient
Which of the following falls under the category of 'surveys'?
Written Questionnaires
Customer focus group
Customer panel
On-site customer visit
Identify the disadvantages of Customer Focus Groups.
[Select all that applies]
High Cost
Unable to probe further for clearer feedback
Range of outreach is limited, not extensive
Unable to track customer identity
"My stay was alright, just a suggestion to add bidet to the bathroom for more convenience. " Classify the feedback type.
Negative response
Neutral response
Complaint response
Positive response
Which of the following can affect Customer Touch Points? [Select all that applies]
Appearance of service staff
Tone of voice of reservation agent
Design of hotel room
Budget of customer
______ moments of truth occurs when a customer purchases a product and experiences its quality as per the promise of the brand/organisation.
Zero
First
Second
Ultimate
Job knowledge of staff and Product quality can only meet the ______ expectations of customer, but still insufficient to meet the ______ expectations of customer.
emotional ... ... delightful
emotional ... ... practical
practical ... ... emotional
needs... ... wants
(a) , otherwise known as word-of-mouth, is a powerful tool. 92% of consumers believe recommendations from their friends and family over advertisements.
Mr. Alexander always book hotels under the Hilton brand when he travel overseas. He expects the Hilton brand to maintain (a) in terms of their products, service and guest experience.
_____ moment of truth refers to the research conducted by consumers online about a product or service before taking actual purchase action.
zero
first
second
ultimate
A customer _________ ___ is a simple record tool valuable in making sure negative feedback are handled in a timely manner and are accounted for.
(a)
