Gen A.

Luna St Cagayan de Oro City, Philippines

(088) 856 - 8646 / (08822) 72 – 9419

FINAL QUIZ

Course Title: Customer Service Date: December 4, 2021

Course Code: OBM2
Student Name: Jaycel P. Cabrera
PERMIT NO: ______________________________________
Contact No: ___________________________________ FB account: ______________________

CUSTOMER SERVICE IN TRAVEL AND TOURS AND HOSPITALITY QUIZ

( Highlight the best possible answers)

1. Multiple-choice

Q.
What do you think customer service means?

answer choices
Always doing what the customer wants

Always putting the company first

Always trying to meet the customer's needs

Always trying to sell the most products

2. Multiple-choice

Q.
Why is good customer service so important to travel and tourism firms?

answer choices
Customers will repeat their bookings if they really enjoy the experience

Customers will enjoy their customer experience whatever happens to them

Customers will write good reviews if they enjoy their experience

Customers love going back to the same place every year

3. Multiple-choice

Q.
What is an example of customer with special needs?

answer choices
PROPERTY OF VINEYARD COLLEGE ACADEMIC DEPARTMENT 1
A family travelling with 3 teenage children

A 60 year old couple travelling to celebrate their 30th wedding anniversary

A wheelchair user flying to Portugal with Easyjet

A young couple going on their first mini break in the UK

4. Multiple-choice

Q.
What would be an example of bad customer service in an airport?

answer choices
Armed police patrolling in case of suspected terrorists

Display boards for arrivals and departures

No transport to the planes for travellers with mobility issues

Check in staff who speak in several languages

5. Multiple-choice

Q.
What would be excellent customer service in a hotel?

answer choices
Having staff on reception at all times

Having lifts as well as stairs

Having a choice of restaurants

Having champagne and chocolates as a gift in your hotel room as a surprise on your
birthday

6. Multiple-choice

Q.
How could customers tell a hotel they were unhappy about their experience after they
have left the building?

answer choices
Write a blog about their bad experience

Write a Trip Advisor review about their stay

PROPERTY OF VINEYARD COLLEGE ACADEMIC DEPARTMENT 2

Tell their friends and family about their bad experience

Write a customer feedback email to the hotel directly

7. Multiple-choice

Q.
What are the three main elements of successful customer service in Travel and Tourism?

answer choices
Great people, great product, great attention to detail

Good quality product, service and after care

Good website, delivery and returns

Great communication, sales and marketing

8. Multiple-choice

Q.
If you eat a meal in a restaurant, what would you expect from their customer service?

answer choices
Attentive service, good quality food and friendly staff

A very wide menu from many different cuisines

Quick and efficient staff and cheap prices

A designer interior, trendy staff and a long cocktail list

9. Multiple-choice
Q.
How would a travel agent show their customers really good customer service?

answer choices
Talking to their fellow workers while the customer is waiting

Checking their phone while the customer is talking

Listening carefully to the customer and asking questions about what they want

Checking their social media while customers are waiting

10. Multiple-choice
PROPERTY OF VINEYARD COLLEGE ACADEMIC DEPARTMENT 3
Q.
How important are customers in a travel business?

answer choices
They are always right

They are always annoying

They are very different and interesting

They are the heart and soul of the business

11. Multiple-choice

Q.
Identify 2 reasons why an organisation would want to build customer loyalty?

answer choices
To gain repeat business

It's quick and easy

To match competitors

So you recommend their services

12. Multiple-choice

Q.
State 2 ways an organisation can build loyalty?

answer choices
Listening to customers

Giving everything away for free

Being professional

Ignoring customers

13. Multiple-choice

Q.
State 2 benefits of staff having good product knowledge

answer choices
PROPERTY OF VINEYARD COLLEGE ACADEMIC DEPARTMENT 4
Staff expect it

It pleases your employer

Makes them more confident and motivates staff

Meet targets by matching the right product with the right customer

14. Multiple-choice

Q.
Why do customers complain? (Select 2 answers)

answer choices
If quality is poor and products are out of stock

Staff Attitude is poor and slow service

They didn't like what the staff member was wearing

It rained earlier in the day

15. Multiple-choice

Q.
Name 3 specific needs a customer might have

answer choices
To be spoilt

Wheel chair user

Poor sight

Hearing difficulty

16. Multiple-choice

Q.
Give 2 reasons why an organisation would want to know about complaints?

answer choices
To fire people

To see if staff are under performing

PROPERTY OF VINEYARD COLLEGE ACADEMIC DEPARTMENT 5
To help improve products and services

So they could put it on facebook

17. Multiple-choice

Q.
How would you communicate with someone who was in a wheelchair? (Select 2 answers)

answer choices
Make sure to speak to the person in the wheelchair and not the carer

To give eye contact

Ignore them and ask someone else to speak to them

Speak loudly

18. Multiple-choice

Q.
How could you give a good first impression? (select all answers that apply)

answer choices
Show them how popular you are at work

Positive body language and give good customer service

Use slang and swear in front of them

Be presentable - neat and tidy uniform

PROPERTY OF VINEYARD COLLEGE ACADEMIC DEPARTMENT 6