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UNIT 3
UNIT 3
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Flashcards
20 cards
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Practice quiz
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Questions
20
Answers
1
Travel plans are majorly influenced by...
Costs
Mood
Tourist attractions
Policies & standards
2
A major asset that helps in customer satisfaction
body language
Communication
Greetings
Attitude
3
Use of applications in a service organisation...
retains customers
leads to difficulties
Improves efficiency
provides high salaries
4
You need to plan a vacation to the Maldives, which reference source would be highly effective to obtain information
Travel agency
Promotional Leaflet
Newsletter
Brochures
5
Which promotion tool creates awareness among customers?
In house window displays
Advertisements
Brochures
Magazines
6
Interpersonal skills are referred to as...
communication skills
soft skills
all of the above
people skills
7
Advertising, sales promotion and public relations would be regarded as failures if the sales were below the set target
False
True
8
Identify consequences of poor customer service...
Unhappy workforce
lack of customer loyalty
high staff turnover
all of the above
9
Learning a CRS/GDS is invaluable when striving for a career in service industry
False
True
10
Customer service concepts include...
None of the above
Reliability, Responsiveness, Assurance, Enthusiasm
Reliability, Responsiveness, Assurance, Empathy
Reliability, Responsibility, Assurance, Enthusiasm
11
Mini-brochures with adverts for particular product/service
Promotional leaflet
Flyer
Banner
Brochure
12
How to deal with angry customers...
Prove your point and settle the argument
Make them hear Taylor Swift Music
Refer to a higher authority and get the situation under control
Be calm and tell them to do the same
13
You have an annoyed customer, who is unhappy with the services & keeps yelling to create a scene. Your response?
tell the customer to take a chill pill
Apologize, compensate & let the customer decide if they want to stay
Apologize and Compensate to focus on retaining customer
Apologize and try to recover to satisfy the wants
14
In service industry, the customer is the king
True
False
15
A complaint is often a...
mistake
service
communication
misunderstanding
16
In today's competitive world service is the most important thing to sell
False
True
17
The nature of the service task being performed and what it involves is called...
service delivery standards
Service encounter
Service standards
service task
18
Within the framework of marketing mix, the major objective is to....
attract customers
expand the organisation
achieve sales volumes & revenue target
all of the above
19
Arrange in the correct order: Registration, Stay in hotel, History, Reservation
1, 4, 3, 2
4, 1, 3, 2
4, 1, 2, 3
1, 4, 2, 3
20
Barriers to communication are...
Complexities, Concentration, Prejudice
Language difficulties, Prejudice, Pride
Body language, prejudice, language difficulties
Prejudice, Complexities, Attitude
