Chicago Taxi Aug.2013 - Pdi

25 Questions  I  By StefanGrossman
PDI  questions from the final exam.

  
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Question Excerpt

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1.  Why is it important to ask open questions ?
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2.  Examples of body language ( or non-verbal communication) include …
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3.  There are four elements or parts in every form of communication, and they are ..
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4.  Your image is defined by …
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5.  Which of the following is a major DON’T of exceptional customer service ?
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6.  Why is communication so important in the taxi business ?
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7.  Which is NOT a passenger need ?
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8.  A taxi driver _____________ seeks ways to improve service; after all, he/she is doing the best he/she can.
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9.  Chauffeurs who are excellent at Customer Service possess these qualities …
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10.  Driving or parking in a bike line in Chicago when not making a turn, picking up or dropping off fares can result in a _______ fine.
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11.  If a customer complaining that you are driving to fast, what should you do ?
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12.  Choose the items below that show a driver is interested in providing  for his/her passenger’s needs …
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13.  According to the video :  “The Difficult Guest”  there are three types of guests …
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14.  A customer gets into your car angry  and in a hurry . He request to be taken to the airport immediately. You respond ..
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15.  Satisfied visitors/ customers benefit …
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16.  The following words : age, appearance,  income, ethnicity , and work location  describes …
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17.  The primary goal in serving customers is …
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18.  What does the formula L.A.S.T. represent ?
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19.  Syed , a new driver, was asked by a customer: “Young man, where are you from ?”  Syed immediately jumped into defensive mode an responded : “Why ? Do you think that I am a terrorist ? Why do you ask where I am from ?” Choose the correct statement below regarding Syed’s response to the customer.
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20.  It is raining outside when an elderly passenger exit your taxi. What should you do that demonstrates good customer service skills ?
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21.  The statement: “Cab drivers always drive recklessly if it means being first to pick up a fare” is an example of …
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22.  To save on fuel you should turn of your engine when the tai is going to be sitting for at least how long ?
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23.  What is the importance of professionalism ?
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24.  It is ALWAYS  a good idea to …
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25.  When people are  __________ , they overlook the weakness of their own culture and also judge other culture’s  by their own standards.
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