CATBAGAN, MARVIN KEMLER B CBME_1 FINAL EXAMINATION

I. Multiple Choice
1. C
2. C
3. B
4. D
5. A
6. A
7. A
8. B
9. A
10. D
11. C
12. A
13. B
14. D
15. C
16. D
17. A
18. A
19. C
20. D
II. Application/Analysis
1. All answers are compelling, however, in this situation Response B is the most rightful
way for service recovery because
 It is the most empathetic, patient and understanding
 Started with gratitude for extending or expressing customer’s concerns
 Answered directly on the matter, and gave reassurance on fixing the issues
 Offered apologies and measures to ease customer’s disappointment
 Once again, offered gratitude and showed humbleness
II.1. Sandra had to address Item D since she’s dealing with issues concerning teamwork of
the company.
II.2. D
II.3. A
3.
Customers pull up to
sign and decide Employee says,
what they want to “May I help you?
order 

Customer gives
order
Bell rings inside