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WorksheetsHSC General Revision C1- C6, Part 2
Total questions: 76
Worksheet time: 3hrs 32mins
Name
Class
Date
1.
Why do we need to communicate?
a)
To express feelings.
b)
To not inform.
c)
To deinfluence.
d)
To not meet social expectations.
2.
Cultural variations affect the way people communicate non-verbally. What culture is more remote and displays less non-verbal communication?
a)
Masculinity
b)
Individualism
c)
Power distance
d)
Collectivism
3.
What does it mean to have fluency and coherence in English?
a)
Able to link ideas together.
b)
Establish rapport with customers.
c)
Lesser grammatical errors.
d)
Prevent embarrassment or misunderstanding.
4.
What is the purpose of using probing questions?
a)
To seek more details.
b)
To think and reflect.
c)
To keep control of the conversation.
d)
To subtly persuade.
5.
What is NOT a friendly gesture?
a)
Cheek kissing.
b)
Fist bump.
c)
Thumbs up.
d)
Eyes rolling.
6.
What do you have to consider when talking to someone on the phone?
a)
Be mindful of your tone of voice.
b)
Do not make sexist comments.
c)
Act in a respectable manner.
d)
Clarify if you are unsure on addressing their title.
7.
Which technology has enhanced communication and service delivery?
a)
Newspaper.
b)
Social media.
c)
Advertisements.
d)
Radio.
8.
Which of the following is the correct protocol for answering a telephone ?
a)
Eliminate distractions.
b)
Use their first name.
c)
Reply with an uninterested tone.
d)
Talk to others.
9.
What are ways to overcome the barriers to effective communication?
a)
Talk somewhere loud and noisy.
b)
Have your mind filled with other issues.
c)
Make assumptions.
d)
Ensure the situation is comfortable.
10.
Which of the following is NOT a component of the English language?
a)
Grammar and vocabulary.
b)
Pronunciation.
c)
Accuracy.
d)
Power distance
11.
Why is benchmarking important?
a)
Builds enthusiasm and commitment among employees
b)
To ensure a customer comes back
c)
To ensure an organization is able to consistently meet their customer's expectatations
d)
To identify the customer'e needs or the cause of the problem and providing possible options or solutions available
12.
How much times of the original cost, does it cost to replace/attract new customers
a)
4
b)
3
c)
5
d)
6
13.
Rapport refers to a relationship in which people?
a)
Like, don't understand and respect
b)
Hate, understand and disrespect
c)
Like, understand and respect
d)
Like, don't understand and disrespect
14.
When dealing with customer with language differences, what is something that you should not do?
a)
Use standard English
b)
Listen patiently
c)
Shout at them
d)
Use open-ended questions
15.
What term refers to people who use hotel services but is not staying in the hotel?
a)
Inter-guest
b)
Exter-guest
c)
City guest
d)
Outer guest
16.
What does service culture includes?
a)
Values, beliefs, practices of the organization
b)
Take great care in recruiting, selecting and retaining the right person for the required jobs
c)
Pays for goods and services
d)
Consistently meet and exceed their customer's expectations
17.
What are the benefits of creating a good first impression?
a)
Customer tends to trust you more readily
b)
Customer will respect your views
c)
Customer will focus on what you are saying
d)
All of the above
18.
What is the importance of maintaining a professional image
a)
Customer will develop a negative and comfortable relationship
b)
Customer will develop a positive and uncomfortable relationship
c)
Customer will develop a positive and a comfortable relationship
d)
Customer will develop a negative and uncomfortable relationship
19.
What is the percentage of communication that consists of body language?
a)
7
b)
38
c)
55
d)
45
20.
Which of the following is not a non-verbal signal?
a)
Maintain eye contact
b)
Smile to show your appreciation
c)
Thank the customer for doing business with you
d)
Always maintain a positive body language
21.
Which is not a way to classify customers expectation levels:
a)
Practical Expectation
b)
Emotional Expectation
c)
Physical Expectations
d)
Delightful Expectation
22.
What is the acronym of GEMS:
a)
Go the Extra Mile for Service
b)
Going the Extra Mile for Service
c)
Going the Extra Mile for Satisfaction
d)
Go the Extra Mile for Satisfaction
23.
Who's duty is it to demonstrate capability of performing ordinary tasks in extraordinary ways?
a)
Employer
b)
Service Worker
c)
Customer
d)
Admin worker
24.
What is one importance of obtaining guest feedback?
a)
Negative response
b)
To know what your customer wants and expects
c)
To understand customer's role
d)
To be emotionally inclined with the customer
25.
How to obtain customer feedback?
a)
Letter writing
b)
Email
c)
Over the Telephone
d)
Word-of-mouth
26.
Which of the following is a disadvantage of a customer focus group?
a)
Interactive nature
b)
Clearer feedback
c)
Biased Opinions
d)
More expensive to arrange
27.
What should a complaint log not include?
a)
Time the complaint was made
b)
Date the complaint was made
c)
Description of the complaint
d)
Date of resolution
28.
Why do we write guest’s concern and feedback in a log book?
a)
to improve customer service
b)
to have a more profitable business
c)
turn negative complaints into positive
d)
all of the above
29.
What are the contact details of the complaint needed?
a)
room number
b)
guest name
c)
contact number
d)
all of the above
30.
What is the meaning of Needs in guest expectations?
a)
Requirements and necessities
b)
A person's basic needs
c)
Desires of things not possessed or lacking
d)
A wish to possessed a something
31.
What is the meaning of Wants in guest expectations?
a)
Requirements and necessities
b)
A person's basic needs
c)
Desires of things not possessed or lacking
d)
A wish to possessed a something
32.
When exactly must the customer service be met?
a)
At all times
b)
During and after
c)
Before and during
d)
Before and after
33.
What should you do when a customer is unhappy with a situation and giving you unfair criticism?
a)
Set aside the situation
b)
Put yourself into a customer service mindset
c)
Defend yourself
d)
Walk away and recollect your thoughts
34.
Why is it important to remain calm when handling guests’ concerns?
a)
Guests will provide good feedback
b)
Guests will return
c)
Make good progress and satisfy guests’ needs
d)
Maintain professionalism
35.
What is the main importance of repeating guests’ concerns?
a)
Let them know that you understand what the problem is
b)
Improve listening skills
c)
Acknowledge them
d)
Guests feel assured with you
36.
What is the correct procedure when handling serving breakdowns?
(1) Show empathy
(2) Follow through
(3) Expedite solutions
(4) Apologize
(5) Listen for facts
a)
1, 2, 3, 4, 5
b)
4, 5, 1, 3, 2
c)
5, 2, 3, 1, 4
d)
4, 1, 5, 2, 3
37.
What is an incorrect way to build resilience at work ?
a)
Practice optimism
b)
Take positive action
c)
Keep a realistic perspective
d)
Empower employees
38.
What is the correct percentage of customer retention if a complaint is not resolved ?
a)
30%
b)
50%
c)
35%
d)
20%
39.
What are some causes of service breakdown?
(1) Poor service attitude
(2) Dishonesty
(3) Company policy
(4) Breach of confidentiality
(5) Uncooperativeness customers
(6) Lack of training
a)
1,2,3
b)
3,4,5
c)
2,4,6
d)
1,3,4
40.
What is the purpose of recovery in a service breakdown situation?
a)
Because there was a mistake made during service
b)
It is to return the customer provider relationship back to its normal state
c)
To exceed guest expectations
d)
A and B is correct
41.
What are some reasons for service recovery?
a)
A deadline was missed
b)
A product or service did not deliver as expected
c)
A service provider lacked adequate knowledge or skills to handle a situation
d)
All of the above
42.
What are the 4 factors of service that customers want to receive?
a)
Seamless, Trustworthy, Resourcefulness, Initiative
b)
Attentive, Resourceful, Trustworthy, Seamless
c)
Careful, Reliable, Systematic, Attentive
d)
None of the above
43.
Which one of the options below is a way to build resilience at work?
a)
Take initiative
b)
Cherish memories
c)
Nurture a negative view of yourself
d)
Take positive action
44.
What is a white hat?
a)
Thinking
b)
Positive view
c)
Emotions
d)
Information
45.
How many thinking hats are there in total?
a)
7
b)
11
c)
5
d)
6
46.
If a complain is not resolved, there is a (___) % chance that the customer do not return.
a)
70
b)
75
c)
90
d)
50
47.
At 5pm, a customer walked into a shop, the service provider said “we will be closing in 5 minutes!” Which of the options below fits the description?
a)
Condescending attitude
b)
Poor service attitude
c)
Lack of training
d)
Company love
48.
Which coloured hat, in the six thinking hats frame, indicates values and benefits ?
a)
Black
b)
Yellow
c)
Red
d)
Green
49.
How does a firm benefit from innovation ?
a)
Increase staff layoff
b)
Worsen staff skills
c)
Improve operational efficiency
d)
Decrease marketplace recognition
50.
How do we brainstorm ?
a)
Organising results
b)
Keeping quiet and listening
c)
Working individually
d)
Giving negative comments
51.
Which of the following is a point from the 4-point plan?
a)
Message
b)
Details
c)
Subject
d)
Conclusion
52.
Which is an advantage of using e-mail?
a)
Lack of security
b)
Lack of personal touch
c)
No time barrier
d)
Junk e-mail (Spam)
53.
Which of the following is an informal greeting?
a)
Dear Mdm
b)
Hi All
c)
Best Regards
d)
Thank you
54.
Which one is not a factor when considering on composing written documents?
a)
Structure, Style and Layout
b)
Audience
c)
Subject
d)
Tone
55.
What is part of a direct speech?
a)
Today
b)
That day
c)
There
d)
The next day
56.
Which tense do you use for reported speech?
a)
Future Tense
b)
Past Tense
c)
Past Perfect Tense
d)
Present Tense
57.
What should be included in the Heading for Minutes?
a)
Absence
b)
Name of Chairman
c)
Venue, Date and Time
d)
Matters Arising
58.
Which one of the following is a part of a standard e-mail message?
a)
Close
b)
Carbon Copy (CC)
c)
Facts and Figures
d)
Acronyms
59.
Which position should be put first under Attendance when writing minutes?
a)
Secretary
b)
Chairperson
c)
Member
d)
Treasurer
60.
There were no matters during the meeting. What should Ms Lim write under MATTERS ARISING?
a)
There were no matters arising.
b)
There are none.
c)
There are some matters.
d)
There are
61.
Which one of the following options is not an example of a oral message
a)
Announcements
b)
Face-to-face conversations
c)
Telephone messages
d)
Eye contact
62.
What would be the pace of speech if the points are more important.
a)
Clearly and slowly
b)
Clearly and quickly
c)
Loudly and quickly
d)
Soft and slowly
63.
What would speakers do to make listeners pay attention to repetition of words
a)
Speakers will emphasis words over and over again
b)
Speakers will talk louder to get the attention of listeners
c)
Speakers would pause to wait for listeners to focus before he/she continues.
d)
Speakers will wave to get the attention of listeners.
64.
Why is it important to take notes?
a)
To help sustain attention and facilitate active listening and learning
b)
To have a more accurate relay of information to another party
c)
To help out in individual usage or group communication
d)
All of the above
65.
What is an example of a qualifying word?
a)
frequently
b)
never
c)
also
d)
firstly
66.
What are some forms of oral messages?
a)
face-to-face
b)
telephone messages
c)
conversation and announcements
d)
all of the above
67.
Which one of these is a false key point when taking a telephone message?
a)
Write down date and time when the call was made
b)
Identify callers name and phone number only
c)
leave the note immediately on colleagues table
d)
read to the caller what you have written down to ensure accuracy
68.
Which one of these are NOT a contrast word?
a)
On the other hand
b)
However
c)
But
d)
Never
69.
What are some phrases you look out for when identifying the main ideas from an oral message?
a)
The main point is…
b)
Do remember that…
c)
Basically…
d)
All of the above
70.
What are some strategies to identify main points from an oral message?
a)
Pay attention to repetition of words
b)
Ask them to talk faster and clearer
c)
Don’t listen to them as voice call is recorded
d)
Ask them to repeat themselves after every phrase
71.
Why do we need to take down notes?
a)
Help to sustain and facilitate active listening and learning especially if the volume of information is high.
b)
Enable a more accurate relay of your information to another party
c)
Enable retention of key information, ideas, main points, queries or instructions for future retrieval or reference.
d)
all of the above.
72.
What is the most important detail to jot down when taking notes from telephone messages?
a)
Caller’s name & phone number
b)
Parents phone number
c)
Home & Business address
d)
General Manager’s name
73.
If the message is urgent, what’s the maximum time allowance for it to be actioned on?
a)
12 Hours
b)
3 Hours
c)
24 Hours
d)
5 Hours
74.
Words that distinguish between differing positions.
a)
Contrast words
b)
Qualifying words
c)
Summary words
d)
Causes and effect phrases
75.
Which one of the options below are Qualifying words?
a)
Never
b)
Usually
c)
Always
d)
None
76.
What are the phrases to look out for in identifying main points
a)
The main point is...
b)
Do remember that...
c)
Basically...
d)
All of the above
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