ZhongHua Secondary School

Question 1

Produce goods that can be seen and _____.

Answer 1

touched

Question 2

Produce service that can be _____.

Answer 2

experienced

Question 3

Services are performed when seller interact with ______.

Answer 3

customers

Question 4

Specialty stores cater to a specific market and have a distinct image

Answer 4

True

Question 5

convenience stores sell a wide variety of slow-moving basic food and non-food products

Answer 5

False

Question 6

Department stores are usually located in major shopping centers and have more than one floor

Answer 6

True

Question 7

Supermarkets tend to sell main food products and offer personalized services

Answer 7

True

Question 8

The product range in a hypermarket includes groceries, household products and apparel

Answer 8

True

Question 9

(Amusement park) Wild wild wet –> Universal Studios

Answer 9

Direct competition

Question 10

(Entertainment) Timezone –> The Rink

Answer 10

Indirect competition

Question 11

(Casual Wear) Bossini –> Giordano

Answer 11

Direct competition

Question 12

(Fitness Lifestyle) Gold’s Gym –> The Karate Academy

Answer 12

Direct competition

Question 13

Basic bedroom with or without attached bathroom

Answer 13

Hostels

Question 14

Free parking next to the guest’s room, swimming pool and restaurant service

Answer 14

Motels

Question 15

Full range of amenities from toiletries and hair dryers to Jacuzzis. Has shops recreational facilities, gym, spa, lounge and located away from city, or near the seaside.

Answer 15

Resorts

Question 16

Common bathrooms and toilets, self-service kitchen and dining room, common TV and telephone.

Answer 16

Serviced Apartments

Question 17

Basic bedrooms with full breakfast. some bedrooms have attached bathrooms

Answer 17

Bed and Breakfast

Question 18

Self-catering kitchen in room, swimming pool and gym

Answer 18

Guesthouses

Question 19

Many food stalls at the same place. Customers buy food and drinks from these stalls and eat in a common area or eat elsewhere.

Answer 19

Food Court

Question 20

Food and drinks are served on one or more long tables. Guests help themselves to the food and drinks

Answer 20

Buffet restaurant

Question 21

The design and style are based on a certain concept

Answer 21

Theme restaurant

Question 22

The decoration, setting, and food service are closely linked to the culture of the country

Answer 22

Ethnic restaurant

Question 23

Sells mainly coffee, tea and light snacks

Answer 23

Coffee house

Question 24

High quality food is cooked in a elaborate and skillful manner and served in a very elegant setting. Guests are expected to be dressed in a former manner

Answer 24

Fine dining restaurant

Question 25

Provides a family friendly setting and has a separate menu for children

Answer 25

Family restaurant

Question 26

Food and drinks are prepared and sold quickly to customers who queue up at the counter

Answer 26

Fast food restaurant

Question 27

Attention

Answer 27

Large and bold letters and headlines

Attractive and interesting graphics

Question 28

Interest

Answer 28

Attention grabbing statement

Special offer

Question 29

Desire

Answer 29

Highlight unique features of the product.

Appeal to emotional needs of target customer

Question 30

Action

Answer 30

Offer a gift to the customer.

Get the customer to act.

Question 31

What is customer service?

Answer 31

Customer service is what businesses do for their customers so that they will be happy and satisfied.

Question 32

When does customer service take place?

Answer 32

Customer service takes place from the time a customer steps into a shop and looks for product to buy, to when he has made a purchase.