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- 1.When people are ____ they overlook the weakness of their own culture and aslo judge other cultures by their own standarts
- A.
Culture struck
- B.
Ethnocentric
- C.
Ethnographic
- D.
Over cultured
- E.
Diverse
- 2.Choose the item below what show a driver is interested in providing for his/her passengers needs.....
- A.
Make passengers feel welcome
- B.
Make passengers feel important
- C.
Inquire about the passengers comfort in the taxi
- D.
All of the above
- E.
None or correct
- 3.It is raining outside when an elderly passenger exits your taxi. What should you do that demonstrates good customers service skills
- A.
Ask the customer if they would like an umbrella to shield them from the rain, then walk them to the curb or door of their destination
- B.
Tell the customer to have a pleasant day
- C.
Give the customer the weather forecast for the day
- D.
Offer to pic up the customer if she/he needs a ride again
- E.
None of the above are correct
- 4.If a customer is complaining that you are driving too fast, what should you do?
- A.
Tell the customer to put on his/her seatbelt
- B.
Tell them that you are keeping up with the traffic
- C.
Tell them that you are professional and you know what you are doing
- D.
Appoligize to the customer and a assure them that you will drive within the speed limit, than be sure to do that
- E.
Ignore the customer and be concerned with reaching the destination on time
- 5.To safe on fuel, you should turn off your engine when the taxi is going to be seating still for at least how long
- A.
5 sec
- B.
10 sec
- C.
15 sec
- D.
30 sec
- E.
45 sec
- 6.Your image is defined by
- A.
Staying quiet
- B.
Attention to your appearance
- C.
Attention to the appearance of your vehicle
- D.
Using a hands free sell phone device
- E.
2 and 3 are correct
- 7.What does the formula L.A.S.T. represent?
- A.
Listen, Ask, Solve, Try harder
- B.
Laugh, Apologize, Solve, Thank
- C.
Listen, Answer, Solve, Thank
- D.
Listen, Apologize, Solve, Thank
- E.
Laugh, Ask, Solve, Try again
- 8.A taxi driver _________ seeks ways to improve service after all she/he is doing the best he/she can
- A.
Always
- B.
Sometimes
- C.
Most of the time
- D.
Never
- E.
None of the above
- 9.Zarina, a new driver, was asked by a customer, "Young man, where are you from?" Zarina immediately jumped into defensive mode and responded, "Why do you think that I am a terrorist? Why do you ask where I am from?" Choose the correct statement below regarding Zarina's response to the customer.
- A.
Zarina was not respecting his passenger
- B.
Zarina was immediately judgmental
- C.
Zarina failed to understand cross-cultural sharing
- D.
Zarina's behavior was quite unprofessional
- E.
All of the statements are true
- 10.What is the importance of professionalism?
- A.
To ensure that your bad attitude does not matter
- B.
Find your future husband or wife in the taxi industry
- C.
Good for return business and good customer relations
- D.
A driver is not really important to the impression of Chicago
- E.
All of the above
- 11.Chauffeurs who are excellent at Customer Service possess these qualities...
- A.
A positive attitude and personality
- B.
The inability to broaden and stretch their capacity
- C.
The ability to cope with change and remain flexible
- D.
Enjoy working with and for others
- E.
1, 3 and 4 are correct
- 12.There are four elements or parts in every form of communications and they are...
- A.
The context/ environment
- B.
The receiver
- C.
The sender
- D.
The message
- E.
All of the above are correct
- 13.Examples of body language (or non-verbal communication) include:
- A.
Crossing fingers
- B.
Thumbs up sign
- C.
Maintaining eye contact
- D.
Winking at the passenger
- E.
All of the above are correct
- 14.The following words: age, appearance, income, ethnicity and work location describes...
- A.
Diversity
- B.
Empathy
- C.
Ethnicity
- D.
Dissatisfaction
- E.
Communication
- 15.Satisfied visitors/ customers benefit...
- A.
The professional public chauffeur
- B.
Stores
- C.
Hotels
- D.
Chicago
- E.
All of the above are correct
- 16.Why is communication so important in the taxi business?
- A.
To know about your customers culture
- B.
To make sure that your customer is comfortable
- C.
To improve a pleasant experience for you customer
- D.
To assure your passenger get to the correct destination
- E.
To make sure your customer knows you are a safe driver
- 17.Which is not a passenger need?
- A.
The need to feel welcome
- B.
The need to feel uncomfortable during the trip
- C.
The need to feel important during the trip
- D.
The need to be appreciated by the driver
- E.
None of the above
- 18.Driving or parking in a bike lane in Chicago when not making a turn, picking up or dropping off fares can result in a _______ fine.
- A.
$100.00
- B.
$150.00
- C.
$175.00
- D.
$200.00
- E.
None of the above are correct
- 19.Why is it important to ask open questions?
- A.
So your passenger won't be quiet
- B.
To draw out ideas and feelings
- C.
To encourage elaboration of needs and/ or problems
- D.
To ensure a good trip
- E.
2 and 3 are correct
- 20.It is always a good idea to...
- A.
Drive as fast as possible
- B.
Ask your customer questions about what they might like (radio station, heat/air conditioning, etc)
- C.
Ask your customer for permission (example: "Do you mind if I take an alternate route")
- D.
Find out why they need a ride
- E.
2 and 3 are correct
- 21.A customer gets into your taxi angry and in a hurry. He requests to be taken to the airport immediately. You respond...
- A.
In an angry voice, "What time is your flight and what airline are you traveling on?"
- B.
"What is wrong with you, are you sick or something?"
- C.
You pleasantly respond, "To which airport would you like me to take you, sir?"
- D.
None of the above
- 22.The primary goal in serving customers is...
- A.
Their money
- B.
Their warmth
- C.
Their friendship
- D.
Their service and happy arrival
- E.
Their satisfaction and eventual return business
- 23.The statement : "Cab drivers always drive recklessly if it means being the first to pick up a fare" is a...
- A.
The truth
- B.
The opinion of all customers
- C.
Racism
- D.
A stereotype
- E.
None of the above
- 24.Which of the following is a major DON'T of exceptional customer service?
- A.
I'm sorry
- B.
I'll try my best
- C.
Can I help you?
- D.
That's not my job
- E.
Where are you going?
- 25.According to the video The Difficult Guest, there are three types of guests:
- A.
The Disruptive Guest, the Humble Guest and the Uninvited Guest
- B.
The Disruptive Guest, the Distracted Guest and the Disappointed Guest
- C.
The Happy Guest, the Friendly Guest and the Disappointed Guest
- D.
The Disruptive Guest, the Friendly Guest and the Tired Guest
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