Worksheetscustomer service chapter 4
Total questions: 20
Worksheet time: 9mins
What is a Professional Code of Ethics?
A guide on how to be polite in social settings
A set of rules and values that guides how professionals should behave
A strict set of rules for government events
The unwritten rules of good manners
The ethical principle of "doing the right thing, even when no one is watching" is known as:
Honesty
Integrity
Respect
Responsibility
A housekeeper finds a guest's wallet. What action demonstrates honesty?
Keeping the wallet.
Asking other staff if the money is theirs.
Immediately turning the wallet over to a supervisor to be returned to the guest
Leaving the wallet in the room for the next guest to find.
A travel agent admits they made a booking mistake and works to fix it. This is a clear example of:
Confidentiality
Punctuality
Social Etiquette
Integrity
A resort manager choosing to buy seafood from a sustainable source instead of a cheaper, illegal one is practicing:
Digital etiquette
Responsible tourism
Networking
Protocol
The unwritten rules of being polite in a social setting, like saying "Please" and "Thank You," are called:
Professional Codes of Ethics
Social Etiquette
Formal Functions
Off-Duty Ethics
A very strict set of rules about etiquette, often used in formal government or royal events, is known as:
Protocol
Business Etiquette
Social Conversation
Table Manners
According to the principles of business etiquette, always being on time for meetings shows:
Respect
Confidentiality
Integrity
Honesty
During a social conversation, what should you do?
Stare at your phone to show you are busy
Talk more than you listen to show your expertise
Ask open-ended questions to show genuine interest
Discuss sensitive topics like politics or religion
Which of the following topics should you AVOID in social and professional conversations?
Your enjoyable travel experiences
Positive company news.
Gossiping about colleagues or guests
Hobbies and interests.
As soon as you are seated at a formal dinner, where should you place your napkin?
On the table next to your plate.
Tucked into your shirt collar.
On your lap
On your chair
In Malaysia, what is the correct way to pass dishes at the table?
Pass to the left.
Use your left hand only.
Pass dishes to the right, using your right hand
Wait for the host to pass everything.
At a company social function, your main purpose should be to:
Sit only with your friends
Mingle and build professional relationships
Drink as much alcohol as possible
Leave as soon as dinner is over.
In Asia, what is the polite and respectful way to exchange business cards?
With the left hand only.
Give and receive the card with two hands
Quickly put the card in your pocket without reading it
Write notes on the card immediately in front of the person.
Your behaviour outside of work, such as on social media, can affect your professional reputation. This is known as:
Business Protocol
Off-Duty Ethics
Table Etiquette
Punctuality
What is something you should NEVER post on social media?
A positive article about your company.
Photos of guests without their permission
Information about a company award.
A beautiful sunset view from your workplace.
A formal dinner hosted by the Governor of Sarawak to honour a visiting leader is an example of a:
Seminar
Gala Dinner
Networking session
State Banquet
What does "RSVP" on an invitation mean?
It is a reminder of the dress code.
The event is for VIPs only.
It is a request to "Please Reply"
The meal preferences are fixed.
When attending a formal function with a Guest of Honour, you should not leave until:
The dessert has been served.
You have spoken to the host.
The Guest of Honour has left
The music has stopped.
If you are unsure about the dress code for a formal event, it is best to:
Wear casual clothes for comfort.
Be slightly underdressed.
Be slightly overdressed than underdressed
Contact another guest to see what they are wearing.
