Danielle's Job Community

111 Questions | Total Attempts: 4323

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Danielle

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Questions and Answers
  • 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