ONLINE REVIEWS

Question 1

[DEFINITION] A review of a product or service made by a consumer who has ex______ a service or pu__d a product

Answer 1

experienced ,purchased

Question 2

Good response = ___% improved their impression
Aggressive response= __% less book again

Answer 2

84%
64%

Question 3

[OR IN HOSPITALITY] Potential consumers pay attention to what p___ clients are thinking about a business. In hospitality, online reviews are cr___, even game- ____

Answer 3

past, critical, game-changers

Question 4

[OR IN HOSPITALITY] Online reviews can increase l___ and b___ through tr____ and con___ content. These reviews have the power to convert internet users to clients.

Answer 4

leads, bookings, trustworthy, convincing

Question 5

Ways to encourage guests to write a review:
1. Offer pro___al gifts
2. Em___ after a booking
3. Request reviews in p___
4. Simplify the pr____

Answer 5

1. promotional
2. emailing
3. person
4. procedure

Question 6

[EFFECTS OF POSITIVE OR]
- People search online B___ paying for a product or service
- A p___ guests will read all reviews of surrounding hotels b___ booking
- Good online reviews will in___ their likelihood of choosing a specific hotel

Answer 6

• before
• potential, before
• increase

Question 7

[EFFECTS OF POSITIVE OR] When a potential visitor comes across a positive review on their results page, they will instantly click the website for more info.
Firstly, there is more of a chance to pe__e them to book a room.
Secondly, that will boost online tr___c and eventually the search engine ran___s without much effort and money

Answer 7

persuade
traffic
rankings

Question 8

[EFFECTS OF POSITIVE OR] A survey claims positive reviews boost customer loyalty by __%. Customer reviews are like building bl__s of trust between brands and customers

Answer 8

73%, blocks

Question 9

[ EFFECTS OF NEGATIVE OR] Negative customer review can affect the brand re___n badly and weaken its reliability.

Answer 9

reputation

Question 10

[ EFFECTS OF NEGATIVE OR] Many online buyers are rel____t to book from a hotel or restaurant with no or too many ____ reviews, thus decreasing revenue.

Answer 10

reluctant, negative

Question 11

[ EFFECTS OF NEGATIVE OR] Having bad reviews makes the good ones seem more tru____y. This way, customers can know that the hotel is re___e, genuine and a brand they can choose

Answer 11

trustworthy, responsible

Question 12

[ EFFECTS OF NEGATIVE OR] Some negative reviews are ri___l. These reviews will benefit the business by showing the areas or pro___ that should be enhanced or chan__d

Answer 12

rightful, products, changed

Question 13

[ EFFECTS OF NEGATIVE OR] Similar to positive reviews, they can affect the future m_____ plans and give a hotel a chance to improve itself.

Answer 13

marketing

Question 14

[ TIPS FOR HANDLING NEGATIVE REVIEWS] A combination of po____ and ne____ reviews is preferable for a business to build trust in customers

Answer 14

positive and negative

Question 15

[ TIPS FOR HANDLING NEGATIVE REVIEWS] Bad reviews indeed enhance conversion rates by ___%. This is just one of the common problems in hotel industry and a hotel can turn them into ad____

Answer 15

67%, advantages

Question 16

[ TIPS FOR HANDLING NEGATIVE REVIEWS] The most important thing is the way a hotel ha___ a negative review rather than having one.

Answer 16

handles

Question 17

5 tips you should know about how to manage negative reviews online:
1. Asking for further ex____
2. Being ki__, helpful and understanding
3. Not hi___ the negative reviews and an____ them in public. This shows that the hotel cares for them.
4. Using the reviews as an op______ for development
5. Offering solutions/ gifts/ pro___. While appreciating their honesty, time and ef____

Answer 17

1. explanation
2. kind
3. hiding, answering
4. opportunity
5. promotions, effort

Question 18

3 extra tips for handling negative reviews:
1. Ask for a Do-over
2. Go off___
3. Less than ___ hours respond

Answer 18

2. offline
3. 24 hours

Question 19

Negative respond:
1. Aggr___
2. Ignore cu___
3. Copy p___

Answer 19

1. Aggressive
2. Customer
3. pasting

Question 20

[FAKE REVIEWS] Definition: any review sub____d by someone who is either bi___ or did not have a p_____ experience with the business they are reviewing.

Answer 20

submitted, biased, personal