Hospitality

Question 1

Locations where groups of people is telephones

Answer 1

Cell centers

Question 2

When guest customer service representative attempts to resolve a problem in a way that satisfies the customer she is takin a(n)

Answer 2

Proactive role

Question 3

Goods or services that add to a customers comfort or enjoyment are known as

Answer 3

Amenities

Question 4

Gets customer service that is not true

Answer 4

Customer service representatives are not frontline emplyees

Question 5

customer loyalty developed when

Answer 5

Customers believe their opinion matters

Question 6

A guest customer services can ________ is an employee trained in different areas of customer service

Answer 6

Representatives

Question 7

Making sure customers are satisfied and will continue to buy a company’s product is customer _______

Answer 7

Guest service

Question 8

Many computer software companies have created a help _____ where customer service technicians answer customers questions

Answer 8

Desk

Question 9

The ____ role of a guest customer service representative invoked determining what services customers want

Answer 9

Proactive

Question 10

When customer service representatives resolve problems in ways that satisfy customers they are acting in a _____ role

Answer 10

Reactive

Question 11

Customers who call a company today typically dial a toll free number that connects them with a _______ voice response system

Answer 11

Interactive

Question 12

When goods are plentiful and buyers have many choices about where to purchase them it’s called a ______ market

Answer 12

Buyer

Question 13

Products that increase a customers comfort or enjoyment are known as ____

Answer 13

Amenities

Question 14

A ____ employee is anyone who works directly with customers

Answer 14

Frontline

Question 15

One chat characteristic of an _______ customer is that he or she purchases repeatedly from the same company

Answer 15

Loyal

Question 16

If you are speaking with a customer about your company’s strengths and weakness which of the following is not an especially good questions to ask

Answer 16

” how are we doing “

Question 17

An _________ is an advantage that a customer gains from using a product or service

Answer 17

Benefit

Question 18

When a customer enters your work space you should do all of the following except

Answer 18

Hover over the customer

Question 19

Excited reading acceptance of a customers thoughts and feeling even if you disagree is called

Answer 19

Empathizing

Question 20

Which of the following is not an example of proper phone etiquette

Answer 20

Speak very informally to establish a friendly relationship with the customer

Question 21

When you place a phone call to a customer

Answer 21

You should sit straight up

Question 22

You purchase a birthday cake at a local bakery and the sales clerk asks if you would like to buy some BIRTHDAY vandals as well this is an example of

Answer 22

Cross selling

Question 23

Which of the folllowing is not a good way to show customers that they are important to you

Answer 23

Rather than going into an explanation of what you are doing silently fix a technical problem is a customer is present so as not to waste a customers valuable time

Question 24

Which of the following problem solving approaches is considered competitive and authoritarian

Answer 24

Win lose

Question 25

THe question that every customer wants answered is

Answer 25

What’s in it for me

Question 26

Customers describe perfection as

Answer 26

All above

Question 27

Which of the following is not an effective way to provide stand out guest customer service

Answer 27

Stick to your own agenda

Question 28

Which of the following is a good strategy to follow when trying to calm and upset customer

Answer 28

Use active listening

Question 29

Which of the following is not a empathize zing phrase

Answer 29

I’m sorry but that’s not my department

Question 30

You can prevent complaints by

Answer 30

Making sure your customers know what to expect

Question 31

Relate to these types of customers by presenting all the fats in a direct logical manner

Answer 31

Know it alls

Question 32

When a customer presents a sales objection

Answer 32

Allow the customer to speak without interruption

Question 33

Which of the following stress management techniques is especially effective during the stressful situation

Answer 33

Deep breath

Question 34

What statement about personal space is not true

Answer 34

Customers of middle easter descent typically are used to larger zones of personal space