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WorksheetsAhlan Wa Sahlan
Total questions: 53
Worksheet time: 37mins
What is the Vision of Al Mulla Mercedes Benz?
Delivering “Best guest service”
Delivering “Best Customer service”
Delivering “Best Customer Experience”
Reorder the following, What is the mission Statement of Al Mulla Mercedes Benz?
People are at the top of our priorities
Customers are at the center of all activity
The brand is crucial for our differentiation
Experience creates satisfaction and meets expectations
True
False
Who is the Chairman of Al Mulla Group?
NAJEEB ABDULLA AL MULLA
ANWAR ABDULLA ALMULLA
NABEEL ABDULLA ALMULLA
ABDULLA NAJEEB ALMULLA
Anfal Al Mulla is the Managing Director for the Automotive sector
True
False
The first name of our Chief Financial Officer is Rohit
True
False
world’s first motorized carriage designed by Gottlieb Daimler of Cannstatt
True
False
The world's first patented motor car was designed by Karl Benz from Mannheim
True
False
Gottlieb Daimler and Karl Benz invented the car independently of one another in 1876
True
False
Where does the name Mercedes come from?
Austrian businessman Emil Jellenick gave this name
In Jellenick honor; the first new model was named after his daughter’s name-Mercedes
Daughter of Gotlieb Daimler
Daughter of Karl and Bertha Benz
Ola Källenius,
Chairman of the Board of Management of Daimler AG and Mercedes-Benz AG
Renata Jungo Brüngger,
Integrity and Legal Affairs
Martin Daum,
Chairman of the Board of Management of Daimler Truck AG
Markus Schäfer
Group Research and Mercedes-Benz Cars Chief Operating Officer
How much more are customers prepared to pay (in percent) for a leading brand?
17%
18%
19%
20%
Added value in Emotional, rational and Social makes a brand a premium brand?
True
False
"The best of the good" was the brand promise of Gottlieb Daimler before merging with Benz & co in 1926
True
False
"The best of the good" was the brand promise of Gottlieb Daimler before merging with Benz & co in 1926
True
False
the two brand values of Mercedes Benz are (a) and (b)
Through Our hospitality Culture, we will be able to deliver this Premium Luxury product (Mercedes Benz) to our guests
True
False
How would we deliver the Best Customer experiences and offer exceptional hospitality?
Establishing Hospitality DNA in Al Mulla group
by Injecting Principles of Hospitality
by Injecting Colleague Behavior Guidelines
by Injecting Luxury Hospitality Signature Standards
I will always reteg(jumbled words)our guests before they greet me
(a)
My first response to a guest request will always be
Sure
Certainly
done with pleasure
None of the above
I will treat all colleagues the way I would like to be dretate(Jumbled words).
(a)
4 Components of the First hospitality Principle (S.E.N.G)
Smile
Eye contact
Name
Greetings
03 components of 2nd Hospitality principle
Listen Carefully
Check for Possibilities
Offer Alternatives
Suggest Alternatives
02 components of principle number 03 is Treatment and honor
True
False
04 tips in remembering the name are Commit, (a) , repeat and (b)
5 colleague Behaviour Guidelines are (a) , Written, (b) , Image and (c)
We will connect with our guests in a friendly, polite and confident manner is from Written communication
True
False
We will use applicable company-approved templates, font and stationery is from verbal communication
True
False
We will smile, use positive expressions and speak in a clear, polite and friendly manner is from Etiquette
True
False
We will keep the background noise-free is from Telephone communication
True
False
We will always present a well-groomed, clean and smart image is from the image guidelines
True
False
We will always stand (where possible) to greet the guest etiquette guidelines
True
False
We will respect and maintain the privacy and confidentiality of our guests at all times is from Verbal communication
True
False
We offer to direct our guests rather than to escort them
True
False
We recognize our repeat guests by asking them there preference
True
False
We acknowledge our guests by telephone number
True
False
We fondly bid farewell to our guests and invite them to return
True
False
We treat our customers with (a) (b)
We assure our customers that they have choosen (a)
We give our customers the certainty that they are in the best hands
True
False
We give our customers the impression that they are something special
True
False
(a) Refers to things that people do to keep themselves clean and nice
Why Groom Ourselves?
Because we need to project a good image of ourselves.
We don't want our colleagues, friends & customers feel uncomfortable around
Our appearance will play a big role in building our reputation
To ensure that our guests get a positive impression
For Gentlemen, hair at the back and side of the head should be long shaped
True
False
For Females, Hair longer than beyond the nape of the neck should kept open
True
False
For female grooming - any metal chain is allowed as part of our grooming standard
True
False
As part of grooming standard-female can have long nails
True
False
As part of grooming standard-white socks are not allowed as part of our uniform
True
False
Tips for remembering guest names are
Commit, Concentrate, Repeat and Associate
Commit, Concentrate, Repeat and writing
Commit, Concentrate, Repeat and using
Commit, Concentrate, Repeat and connecting
Core model series of Mercedes Benz Cars-A-Class, B-Class, C-Class, E-Class and S-Class
True
False
Bela Barényi is the father of Karl Benz
True
False
SLA is Roadster model
True
False
Ladies are allowed to wear any color lipsticks
True
False
