SITXMGT002 Unit 

Title:  Establish and conduct business relationships

Question 1. List 2 commercial hospitality business relationships that a hospitality business needs to
develop

Question 2. List 3 opportunities to maintain regular contact with customers; and 3 opportunities with
suppliers

Question 3a. Outline the principles of negotiation

Question 3b. List the stages in the negotiating process

Question 3c. Explain different negotiation techniques

Question 4. Outline the nature of agreements and contracts in hospitality industry

and their key role, features and inclusions

Question 5. List 3 key components of contract law (at an overview level)

Question 6. Outline 2 legal requirements that impact negotiations and agreements in

the hospitality industry

SITXCCS008

Unit Title: Develop and manage quality customer service practices

Question 1. Describe principles of quality customer service

Question 2a. What are 3 professional service standards for service industry personnel?

Question 2b. What are 2 attitudes and 2 attributes expected by the service industries to work with
customers?

Question 3. What are the roles and responsibilities of management, supervisors and operational
personnel in providing quality service?

Question 4. List 2 sources of information on current service trends and changes that affect service
delivery

Question 5. What are 3 internal or external environmental changes and their effect on planning for
quality customer service?

Question 6. What are 3 methods of formal or informal customer research?

Question 7. What are 2 methods of implementing quality service provision?

Question 8. What are 2 methods of assessing the effectiveness of customer service practices?

Question 9. What are 5 methods of obtaining feedback from customers?

Question 10. Describe industry schemes, accreditation schemes and codes of conduct aimed at
improving customer service

Question 11. What are 3 areas where organizational policies and procedures assist in ensuring quality
customer service?

Question 12. Outline the objectives, components and comprehensive details of consumer

protection laws that relate to customer service that hospitality businesses are

responsible for.