WorksheetsBusiness Etiquette & Service Challenges
Total questions: 10
Worksheet time: 7mins
For handshake, which hand is used to shake?
Left
It does not matter
Right
The 3As of Image Management are
Appearance, Actions, Attitudes
Appearance, Attitude, Acknowledge
Actions, Acknowledge and Acceptable
If you are introduced to someone who has their right hand in a cast, do not bother shaking hands with them.
True
False (Extend your hand in a cast, do not bother shaking hands with them)
What is the service recovery process?
Acknowledge, Take Responsibility, Offer.
Acknowledge, Take Responsibility, Offer, Next and Evaluate.
Offer, Next and Evaluate.
All of the Above
What is the 5 service Dimensions? The RATER.
Reliability, Assurance, Tangibles, Empathy and Responsiveness
Relax, Assurance, Technology, Empathy and Resilience
Remember, Accountability, Transformation, Experience and Representation
It is alright to login social media accounts during office hours.
True
False
How long does it take to form First Impression?
1 to 4 sec
5 to 30 sec
1 min
What are the 3 components of First Impression?
Visual 55%, Vocal 38% and Verbal 7%
Verbal 55%, Vocal 7% and Visual 38%
Vocal 55%, Visual 38% and Verbal 7%
Why is work place etiquette important?
Lack of knowledge of protocol can cause embarrassment and misunderstanding.
Socially correct behaviours are important when using technology.
A diverse population requires that we interact properly and respectfully with people of all backgrounds.
All of the above.
What are the golden principles for Good Etiquette?
Head, heart and hands
Heart
Hands
