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Worksheets

english for HK

Total questions: 55

Worksheet time: 31mins

Name
Class
Date
1.
All of the following are different types of customers, except:
a)
The Meek Customer
b)
The Chronic Complainer
c)
The Rip Off Customer
d)
The Customer is Always Right Customer
2.
Which is the most dangerous customer?
a)
The aggressive customer
b)
The high roller customer
c)
The meek customer
d)
The Chronic Complainer
3.
____ _____ is a company’s ability to supply wants and needs to customers.
a)
Customer service
b)
Profit sharing
c)
Human resources
d)
Customer surveys
4.
Customer service is important for
a)
ensuring that money is made
b)
businesses to become popular on social media
c)
ensuring that customers are satisfied
d)
for understanding how to put other businesses out of business
5.
When dealing with an agressive customer, it is perfectly fine to be agressive in return.
a)
True
b)
False
6.
"The associate helping me was very rude." is a common customer complaint.
a)
True
b)
False
7.
A customer who wants to get something they are not entitled to receive is referred to as a:
a)
aggressive customer
b)
chronic complainer
c)
meek customer
d)
rip off customer
8.
This type of customer is never satisfied and feels there is always something wrong.
a)
chronic complainer
b)
meek customer
c)
aggressive customer
d)
high roller customer
9.
What will you do if the customer keeps on arguing?
a)
Suggest that they call back later 
b)
Keep repeating that you only want to help them
c)
Let the guest leave without solving his/her problem
d)
Leave him/her alone
10.
The last step on handling guest complaints is to Take an action
a)
True
b)
False
c)
Maybe
d)
I don't Know
11.
Telephone is better for complaints than email.
a)
Always
b)
Never
c)
Nearly Always
d)
Seldom
12.
It is always good to be generous with compensation in order to make it up with your complainant.
a)
Always
b)
Not Always
c)
Never
d)
Maybe
13.

What is company image?

a)

The way the company takes pictures

b)

The way the company is seen by others and represents itself

c)

How many likes the company gets on social media

d)

The type of logo they have

14.

What are the first 3 things you should do when handling a complaint?

a)

Listen, apologise, action

b)

Listen, thank them for bringing it to your attention and apologise

c)

Apologise, listen, seek best solutions

d)

Apologise, seek best solutions, follow up

15.

What 2 scenarios might require you to get your manager involved in the complaint?

a)

When you don't want to deal with an angry customer

b)

When the customer asks to speak to the manager

c)

When the customer is happy with the solution

d)

When you've reached your level of authority and need approval for further action

16.

When the guest complaint, what should the staff/waiter to do?

a)

run away

b)

try to not handling the complaint

c)

try to listen the guest's complaint and ask the MOD

d)

saying thank you to the guest

17.

What are the most common problems faced by hotel guests?

a)

there is a towel

b)

tidy room

c)

there is a pool

d)

unclean room

18.

How would you handle a guest complaint in a hotel, except

a)

Listen with concern and empathy.

b)

Stay calm.

c)

Take notes.

d)

Tell the guest what can not be the best done

19.

What are the possible causes of complaints by guest?

a)

Poor Customer Service.

b)

Not Listening to Customers.

c)

Hidden Information and Costs.

d)

Giving the best solution

20.

How do you welcome the guest in a hotel?, Except...

a)

Smile with a Greeting

b)

Saying Welcome

c)

Ask questions

d)

Not helping, if there is problem

21.

What is the most common guest complaint about hotel guest rooms?

a)

there is no pool

b)

no drink

c)

room temperature

d)

no pillow

22.

How would you handle an angry guest at a hotel?

a)

Smile to the guest

b)

Getting angry also to the guest

c)

Try to Solve the Problem

d)

Hiding from the guest angry

23.

How do you handle guest request in housekeeping?

a)

Saying thank you

b)

Record and confirm the request

c)

Offering drink

d)

Stay Calm

24.

What are the common complaints in housekeeping?

a)

Nothing

b)

pool's problem

c)

equipment malfunction

d)

no food to eat

25.

How do you apologize professionally?

a)

Thank you very much for coming

b)

Sorry for that

c)

Please allow me to apologize for…

d)

Never mind

26.

What is the first step in handling guest complaints?

a)

Determine the nature of the complaint

b)

Listen attentively to the guest's complaint

c)

Act on the complaint immediately

27.

What should you do after listening to the guest's complaint?

a)

Secure guest name and room number

b)

Determine the nature of the complaint

c)

Act on the complaint immediately

28.

What should you do when determining the nature of the complaint?

a)

Stay calm and argue with the guest

b)

Blame others for the problem

c)

Stay calm and do not argue with the guest

29.

Why should you not argue with the guest?

a)

To avoid making the guest more upset

b)

To win the argument and show authority

c)

To show that the guest is wrong

30.

What should you do to show your personal intent to the problem?

a)

Blame others for the problem

b)

Blame others for the problem

c)

Insult the guest

31.

What should you not do when giving the guest a solution?

a)

Promise the impossible

b)

Tell the guest what can be done

c)

Blame others for the problem

32.

What should you do after setting an appropriate completion of corrective action?

a)

Monitor the progress

b)

Blame others for the problem

c)

Ignore the problem

33.

What should you do even if the complaint was resolved by someone else?

a)

Follow up with the guest

b)

Ignore the guest

c)

Blame others for the problem

34.

Why is it important to follow up with the guest?

a)

To show that the problem is not important

b)

To ensure that the problem was resolved satisfactorily

c)

To avoid any further complaints

35.

What should you do after handling the guest's complaint?

a)

Blame others for the problem

b)

Thank the guest insincerely

c)

Thank the guest sincerely

36.

A statement about something you're unhappy or upset is....

a)

complaint

b)

request

c)

booking

d)

satisfied

37.

these are things that you can't do when handling complaint....

a)

listen attentively

b)

apologize

c)

get upset

d)

find a solution

38.

these are things that you can't do when handling complaint....

a)

listen attentively

b)

apologize

c)

get upset

d)

find a solution

39.

these are things that you can't do during handling complaint, except....

a)

interrupt the guest

b)

blame the guest

c)

justify the situation

d)

solve the problem

40.

these is the thing that you can do during handling guest complaint is......

a)

get the guest' s agreement to the solution

b)

blame the guest

c)

argue with the guest

d)

get upset

41.

say that someone has done something wrong has the same meaning with...

a)

justify

b)

blame

c)

interrupt

d)

have a hard time

42.

1. One of housekeeping sections which has responsibilities to keep the cleanliness, tidiness, the beauty and comfort of guests room in the hotel is...

a)

Public area section

b)

Guest room section

c)

Laundry section

d)

Valet service

43.

2. Organize, supervise, and coordinate the work of housekeeping personnel on day-to - day operation is one of the responsibility of .....

a)

Housekeeping Supervisor

b)

Housekeeping Manager

c)

Order Taker

d)

Executive Housekeeper

44.

5. A cleaning box used for keeping small equipment chemical for cleaning is .....

a)

bucket

b)

mop bucket

c)

carry caddy

d)

trolley

45.

6. ......is a room with individual entrance doors from the outside and a connecting door between ( guest can move between rooms without going trough the hallway)

a)

adjacent room

b)

connecting room

c)

adjoining room

d)

cabana

46.

A statement that a situation is unsatisfactory or unacceptable is called...

a)

Request

b)

Complaint

c)

Service

d)

Bored situation

47.

These are something that should not do by housekeeping attendant when handle the complaint, except...

a)

Get upset or angry

b)

Blame the guest

c)

Interupt the guest

d)

Apologize

48.

These are something that should do by housekeeping attendant when handle the complaint, except...

a)

Get upset or angry

b)

Listen attentively

c)

Find the solution

d)

Solve the problem

49.

These are the expression of handling complaint, except...

a)

I understand ....

b)

I can appreciate that ...

c)

I’m sorry for any inconvenience this ay have caused......

d)

Thank you for your coming

50.

Receptionist: Good morning. what can I do for you, Sir?

Guest: I'd like to talk to the manager, please.

Receptionist: ...

Guest: Sure. My name is Hendra.

a)

May I have your name?

b)

Could you call him later?

c)

Have you met him before?

d)

Have you made an appointment?

51.

Room boy: Is there anything else I can do for you, Sir?

Guest: ....

Room boy: All right, Sir

a)

Yes, please bring me clean towel.

b)

No, thank you. I have my own room.

c)

You are very kind.

d)

Don't mention it.

52.

Caller: I'm calling about a product I bought in your store two weeks ago. There is something wrong with the keyboard.

Staff: ... .You can bring the laptop back to our store and let us check it.

a)

I'm sorry. I give up.

b)

I apologize for the inconvenience.

c)

I will listen to you.

d)

Thank you so much.

53.
Customer service is important for
a)
ensuring that money is made
b)
businesses to become popular on social media
c)
ensuring that customers are satisfied
d)
for understanding how to put other businesses out of business
54.

What are the first 3 things you should do when handling a complaint?

a)

Listen, apologise, action

b)

Listen, thank them for bringing it to your attention and apologise

c)

Apologise, listen, seek best solutions

d)

Apologise, seek best solutions, follow up

55.

Tips yang harus dilakukan ketika mengatasi customer yang komplain adalah...

a)

a. Tenang

b)

b. Fast respon

c)

c. Anti Baper

d)

d. Semua benar

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