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F5B
F5B
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Revision for Exam
Flashcards
30 cards
F
Practice quiz
P
Host live
L
Questions
30
Answers
1
Staff are not only representing an organization but also attracting which of the following?
Common interest of employee
Sales and income
Deliverable goods
New investors
2
Which attraction was not shown in the video?
Underwater world
Gardens by the bay
Sentosa Island
Marina Bay
3
Which is not a famous stone carving in A Ma Temple?
Yuelao
Mingyan
Haiyue
Taiyi
4
Where is the Pig Beach?
Bahamas
Florida
Miami
Hawaii
5
When it is autumn in Spain, what season is in New Zealand?
Winter
Autumn
Summer
Spring
6
Which is not a component of personal presentation?
Brand identity
Grooming
Voice
Personal hygiene
7
Which is the oldest temple in Macau?
Na Tcha Temple
Guan Tai Temple
A-Ma Temple
Lin Fung Temple
8
What city is this (City code: BKK)?
Bangkok
Amsterdam
Hanoi
Manila
9
When is the birthday of A Ma?
24th of the 3rd Month of Lunar calendar
21st of the 3rd Month of Lunar calendar
22nd of the 3rd Month of Lunar calendar
23rd of the 3rd Month of Lunar calendar
10
Where is this located at?
Both 1&2
United States of America
Canada
Mexico
11
Who is the famous Spanish architect?
Jorn Utzon
Antoni Gaudí i Cornet
Alvar Aalto
Le Corbusier
12
Which is not one of the four basic customer service concepts?
Responsiveness
Assurance
Empathy
Timely
13
The name of this island...
Kiritimati Island
Banaba Island
Fanning Island
Seychelles Islands
14
What is the city code of Paris?
BKK
FRA
HND
CDG
15
What attraction is this?
Na Tcha temple
Lin Fung temple
A Ma temple
Kun Iam temple
16
Which is the component of the marketing 4Ps?
Place
Promotion
All of the above
Price
17
The term______is often used to describe the value which an organization place on their customer
Serve the guest
Guest has the priority
Customer is the king
Moment of truth
18
What is the theme of this year's food festival in Macau?
Thailand
Malaysia
Singapore
Japan
19
_______is an example of providing an ATM inside the facility
Receiving and passing on messages
Offering extra services
Dealing with dissatisfied customers
Keeping records
20
Wear name badge is belong to which category of Customer Service Standards?
Competence Standards
Operational Standards
Service standards
All of the above
21
Where is this attraction?
India
Thailand
Vietnam
China
22
When it is 6pm in Hong Kong, what is the time in London?
3am
10am
9am
4am
23
Which country is famous for chocolate?
Iceland
Switzerland
Norway
Finland
24
Customer service includes all___contact with the customer?
Both a and b
None of the above
Indirect
Direct
25
What is the name of this attraction?
London Palace
London eye
Big ban
London clock tower
26
Where is this attraction?
Shikoku
Tokyo
Hokkaido
Osaka
27
Where is this locate at?
Vietnam
China
Thailand
India
28
Anything bearing the_______must not be dirty or damaged in any way.
Brand logo
Name card
Name badge
Identity card
29
Which of the following type of communication barriers is related to a person's accent?
Complexity
Cultural difference
Language problems
Concentration
30
Which is not a step to handle customers' complaints?
Listen
Clarify
Do not take it personally
Ensure it happens again
