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WorksheetsEnhancing Customer Interactions - GREAT QUIZ
Total questions: 20
Worksheet time: 10mins
Which of the following behavior shows respect?
Maintain good eye contact
Smile
Nod in acknowledgement
Use both your hands
Introducing yourself to the customer is an important aspect of GREAT service delivery?
False
True
GREAT stands for
Greet, Receive, Explain, Acknowledge, Thank
Greet, Respect, Explain, Anticipate, Thank
Gentle, Request, Explain, Approach, Thank
Greet, Refuse, Explain, Assist, Thank
Using the customers name is one of the key aspects of GREAT Service.
True
False
Referring to G.R.E.A.T. service, asking relevant questions to the customer is a part of _____
Greet
Explain and Engage
Respect
All of the above
Smiling at a customer is important part of your interaction with the customer
True
False
A in GREAT stands for
Alternate customer wants
Anticipate customer needs
Accelerate customer needs
Appreciate customer wants
G – stands for Greet the customer with a smile
False
True
Select the correct dialogue when thanking the customer
Mr./ Ms… Thanks have a safe flight
Mr./ Ms… Thank ya, we look forward to seeing you again
Mr./ Ms… Thank you for choosing us, have a pleasant flight
Mr./ Ms… Thanks for flying with us, see you next time
When requesting for documents you do so with both hands and return them with one hand
True
False
E in GREAT stands for
Explain and Engage details as required
Elaborate and Engage details as required
Explain and Engross customer as required
Enlighten and Employ details as required
Introducing yourself to the customer all the time is an important aspect of GREAT service delivery?
False
True
When Anticipating the customer’s needs the inappropriate dialogue will be
Is there anything else that I may assist you with?
Wait… Just give me a second to assist you
Allow me to inform you _____
May I offer you any further assistance?
Always thank the customer for choosing us.
True
False
Which of the words mentioned below is not a preferred word?
Sorry
Allow me
Certainly
May I
When providing directions to customers we should ______
Use open palms
Point towards
Wave constantly
Use our eyes
When in doubt of information to provide the customer, your response should be
“I don’t know”
“Ask Duty Free”
“Allow me to find out”
“You will get this information in arrival”
Select the most appropriate preferred word
However
Can I
Just
May I
R in GREAT stands for
Request and Obtain documents
Respect customers in every interaction
Request the documents and return with both hands
Rearrange and Request documents with both hands
Select the inappropriate dialogue when Requesting for the customer’s documents
“May I please see your passport or travel documents?”
“May I please have your travel documents for check-in?”
“May I please have your travel documents?”
“Can I have your travel documents?”
