Otomatisasi Tata Kelola Administrasi Humas Dan Keprotokolan

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| By SITI ZAHRA
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SITI ZAHRA
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  • 1/40 Pertanyaan

    Pendekatan prositif terhadap pelanggan dapat dilakukan  dengan langkah-langkah....

    • Tidak pilih kasih, simpati dan pembatasan informasi
    • Sopan santun, bersahabat, dan membedakan pelanggan
    • Pembatasan informasi, bersahabat dan tidak pilih kasih
    • Simpati, bersahabat, dan sopan santun
    • Membedakan pelanggan, sopan santun dan tidak pilih kasih
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Otomatisasi Tata Kelola Administrasi Humas Dan Keprotokolan - Quiz

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  • 2. 

    Bersikap baik dan bersahabat dalam melaksanankan koordinasi dengan  berbagai pihak merupakan ....

    • Sikap karyawan terhadap atasan

    • Sikap karyawan terhadap Manajer

    • Sikap karyawan terhadap rekan kerja

    • Sikap karyawan terhadap bawahan

    • Sikap karyawan terhadap direktur

    Correct Answer
    A. Sikap karyawan terhadap rekan kerja
    Explanation
    Having a good and friendly attitude in coordinating with various parties is important in maintaining a positive relationship with coworkers. This includes being respectful, supportive, and cooperative towards colleagues, which can contribute to a harmonious and productive work environment. Building strong relationships with coworkers can also enhance teamwork, collaboration, and overall job satisfaction.

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  • 3. 

    Perhatikan hal dibawah ini !
    1. Attention
    2. Action
    3. Activity
    4. Assurance
    5. Attitude
    Yang merupakan konsep A3 dalam pelayanan prima adalah.....

    • 1, 2, dan 3

    • 2, 3, dan 4

    • 1, 2, dan 4

    • 1, 2, dan 5

    • 3, 4, dan 5

    Correct Answer
    A. 1, 2, dan 5
    Explanation
    The concept of A3 in excellent service includes attention, action, and attitude. Attention refers to giving focus and consideration to the customer's needs. Action means taking prompt and effective steps to address those needs. Attitude refers to having a positive and helpful demeanor towards the customer. Therefore, the correct answer is 1, 2, and 5.

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  • 4. 

    Berikut ini yang bukan termasuk pelayanan prima berdasarkan sikap adalah....

    • Penampilan serasi

    • Berhias dengan kosmetik yang mencolok

    • Berpikiran logis

    • Menunjukkan sikap menghargai

    • Konsisten dalam memberikan pelayanan

    Correct Answer
    A. Berhias dengan kosmetik yang mencolok
    Explanation
    Berhias dengan kosmetik yang mencolok tidak termasuk pelayanan prima berdasarkan sikap karena pelayanan prima berfokus pada sikap dan perilaku yang ramah, sopan, dan menghargai pelanggan. Berhias dengan kosmetik yang mencolok bukanlah faktor yang mempengaruhi pelayanan prima, melainkan merupakan hal yang berkaitan dengan penampilan fisik.

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  • 5. 

    Berikut ini yang bukan merupakan alasan kita melayani pelanggan adalah....

    • Proses bisnis sangat terkait erat dengan pelayanan

    • Perusahaan ada karena adanya pelanggan

    • Layanan adalah faktor pembedaan

    • Menutupi kelemahan produk yang dijual

    • Memlihara dan mempertahankan pelanggan

    Correct Answer
    A. Menutupi kelemahan produk yang dijual
    Explanation
    The correct answer is "Menutupi kelemahan produk yang dijual". This option suggests that serving customers involves hiding the weaknesses of the products being sold. However, this is not a valid reason for serving customers. The purpose of serving customers is to meet their needs, provide value, and maintain customer satisfaction, rather than covering up any flaws in the products.

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  • 6. 

    Pelayanan yang berorientasi pada pemenuhan tuntutan pelanggan mengenai kualitas suatu produk, baik barang maupun jasa dengan sebaik-baiknya disebut....

    • Pelayanan

    • Pelayanan Prima

    • Service

    • Excellent

    • Pelayanan yang baik

    Correct Answer
    A. Pelayanan Prima
    Explanation
    Pelayanan Prima refers to a service that is oriented towards meeting customer demands regarding the quality of a product, whether it is a good or a service, in the best possible way. This term emphasizes the importance of providing excellent service to customers and ensuring their satisfaction.

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  • 7. 

    Ungkapan yang tepat diucapkan di akhir pertemuan adalah...

    • “Maaf, silahkan.”

    • “Terima kasih, Selamat Siang!”

    • “Terima kasih, Bu Novva.”

    • “Terima kasih, Bu Novva. Senang melayani Ibu. Selamat Siang!”

    • “Maaf, Bu Novva. Senang melayani Ibu. Kami tunggu kehadiran Ibu kembali.Selamat Siang”

    Correct Answer
    A. “Terima kasih, Bu Novva. Senang melayani Ibu. Selamat Siang!”
    Explanation
    The correct answer is "Terima kasih, Bu Novva. Senang melayani Ibu. Selamat Siang!" because it is a polite and respectful way to end a meeting. The speaker expresses gratitude and acknowledges the person they have been serving. They also wish the person a good afternoon, showing courtesy and professionalism.

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  • 8. 

    Prinsip melayani berdasarkan konsep perhatian , meliputi...

    • Mendengarkan, mengamati, dan mencurigai, serta mencurahkan perhatian

    • Mendengarkan dan memahami, mengamati dan menghargai, seta mencurigai

    • Memahami, mencurahkan perhatian, serta mencurigai dengan hari-hati

    • Mendengarkan dan memahami, mengamati, serta mencurahkan perhatian

    • Mencurigai dengan hati-hati, mendengarkan dan memahami, serta mencurahkan perhatian

    Correct Answer
    A. Mendengarkan dan memahami, mengamati, serta mencurahkan perhatian
    Explanation
    The correct answer is "Mendengarkan dan memahami, mengamati, serta mencurahkan perhatian". This answer is correct because it includes all the principles of serving based on the concept of attention, which are listening and understanding, observing, and devoting attention. It covers the key aspects of providing service by actively listening to customers, understanding their needs, observing their behavior, and giving them full attention.

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  • 9. 

    Sikap yang harus dihindari ketika melayani pelanggan adalah....

    • Mengatur rambut, tersemyum dan memainkan jari

    • Mengusap rambut, mencatat, dan mempermaikan pena

    • Mengatur kemeja, membersihkan kotoran, dan meluruskan dasi

    • Merapikan meja, mengatur rambut, dan mencatat

    • Mencatat, menyapa atasan, dan mengatur meja

    Correct Answer
    A. Mengatur kemeja, membersihkan kotoran, dan meluruskan dasi
    Explanation
    The correct answer is "Mengatur kemeja, membersihkan kotoran, dan meluruskan dasi". This answer is correct because it mentions actions that should be avoided when serving customers. Adjusting one's shirt, cleaning dirt, and straightening a tie are all actions that may be seen as unprofessional or distracting when interacting with customers. It is important to maintain a neat appearance and focus on providing quality service to customers.

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  • 10. 

    Kemampuan menampilkan layanan dengan akurat dan andal adalah pengertian dari....

    • Reliability

    • Assurance

    • Tanggible

    • Emphathy

    • Responsivenes

    Correct Answer
    A. Reliability
    Explanation
    Reliability refers to the ability to consistently and accurately deliver services. It means that the service provider can be trusted to perform their tasks with precision and dependability. This includes ensuring that the service is delivered on time, meeting the agreed-upon specifications, and maintaining a high level of accuracy and consistency. Reliability is crucial in building trust and confidence in the service provider, as it demonstrates their commitment to delivering quality services consistently.

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  • 11. 

    Berikut ini yang bukan merupakan faktor penyebab ketidak puasan pelanggan adalah...

    • Ketidaktahuan terhadap manfaat produk

    • Sikap pelayanan yang kurang ramah

    • Ketidak cocokan harga

    • Tempat penjualan kurang nyaman

    • Harga diri yang tinggi dari petugas pelayanan

    Correct Answer
    A. Harga diri yang tinggi dari petugas pelayanan
    Explanation
    The high self-esteem of the service personnel is not a factor that causes customer dissatisfaction. Factors such as lack of product knowledge, unfriendly service attitude, price mismatch, and inconvenient sales location can all contribute to customer dissatisfaction. However, the high self-esteem of the service personnel is not directly related to customer dissatisfaction.

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  • 12. 

    Cara berbusana atau berpakaian seseorang pelayan atau penjual hendaknya rapi dan bersih. Pernyataan tersebut merupakan tindakan pelayanan pada konsep....

    • Sikap

    • Perhatian

    • Tindakan

    • Kepedulian

    • Berpikir positif

    Correct Answer
    A. Sikap
    Explanation
    The statement "Cara berbusana atau berpakaian seseorang pelayan atau penjual hendaknya rapi dan bersih" suggests that the concept being referred to is "Sikap" (attitude). This is because the statement is about the way someone dresses or presents themselves, which is a reflection of their attitude towards their role as a server or seller. A neat and clean appearance shows professionalism and a positive attitude towards their job.

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  • 13. 

    Sikap pelayanan yang baik ditunjukkan dengan ....

    • Cukup wajah yang menghad pelanggn ketika duduk

    • Tidak menempel di meja ketika berdiri

    • Berjabat tangan sambil menatap badan pelanggan

    • Berjalan secepat mungkin agar tepat waktu

    • Menaruh kedua tangan di atas meja dengan bertumpu pada kedua sikut

    Correct Answer
    A. Tidak menempel di meja ketika berdiri
    Explanation
    The correct answer is "Tidak menempel di meja ketika berdiri." This answer suggests that a good service attitude is shown by not leaning on the table when standing. This behavior demonstrates professionalism and respect towards the customer, as it shows that the service provider is attentive and focused on their needs. Leaning on the table can be seen as unprofessional and may give the impression that the service provider is not fully engaged or interested in assisting the customer.

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  • 14. 

    Yang termasuk ciri dari pelanggan tipe leptosom adalah....

    • Bentuk tubuh bulat

    • Bentuk wajahnya bulat lebar

    • Bentuk badan kokoh

    • Bentuk wajahnya bulat telur atau lonjong

    • Bentuk tubuh agak kecil dan lemah

    Correct Answer
    A. Bentuk tubuh agak kecil dan lemah
    Explanation
    Leptosom adalah tipe tubuh yang cenderung kecil dan lemah. Bentuk tubuhnya kurus dengan kelemahan fisik yang mungkin terlihat. Oleh karena itu, jawaban yang tepat adalah "Bentuk tubuh agak kecil dan lemah".

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  • 15. 

    Pelanggan yang sedang mencari-cari informasi produk disebut....

    • Pelanggan internal

    • Pelanggan eksternal

    • Pelanggan kolektif

    • Pelanggan perorangan

    • Pelanggan komunal

    Correct Answer
    A. Pelanggan eksternal
    Explanation
    Pelanggan yang sedang mencari-cari informasi produk disebut pelanggan eksternal. Ini berarti bahwa pelanggan tersebut adalah individu atau organisasi yang berada di luar perusahaan dan sedang mencari informasi tentang produk yang ditawarkan oleh perusahaan. Pelanggan eksternal dapat mencari informasi melalui berbagai saluran, seperti situs web perusahaan, brosur, atau melalui interaksi langsung dengan perusahaan.

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  • 16. 

    Pelanggan dengan bentuk badan bualat anggota badan agak pendek, dan wajahnya bulat lebar merupakan ciri dari tipe pelanggan.....

    • Piknis

    • Leptosom

    • Atletis

    • Pembantah

    • Curiga

    Correct Answer
    A. Piknis
    Explanation
    The given description of a customer having a chubby body shape, short limbs, and a wide round face indicates that they have a "Piknis" body type.

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  • 17. 

    Ada empat aspek yang harus diperhatikan dalam penanganan keluhan pelanggan yaitu sebagai berikut , kecuali...

    • Empati terhadap pelanggan yang marah

    • Kecepatan dalam penanganan keluhan

    • Kewajaran atau keadilan dalam memecahkan masalah

    • Kemudahan bagi pelangggan untuk menghubungi perusahaan

    • Memanfaatkan informasi dari pelanggan

    Correct Answer
    A. Memanfaatkan informasi dari pelanggan
    Explanation
    The given correct answer is "Memanfaatkan informasi dari pelanggan". The other aspects mentioned in the options are important in handling customer complaints. Empathy towards angry customers is crucial in understanding their concerns and addressing them effectively. Speed in handling complaints shows the company's commitment to resolving issues promptly. Fairness in problem-solving ensures that customers feel heard and valued. Providing easy access for customers to contact the company is essential for effective communication. However, utilizing information from customers is not mentioned as an aspect to be considered in handling complaints.

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  • 18. 

    Customer Care memiliki pengertian....

    • Pelayanan yang sangat baik

    • Memenuhi kebutuhan pelanggan

    • Menangani keluhan pelanggan

    • Penampilan prima

    • Mengenalkan produk pada pelanggan

    Correct Answer
    A. Pelayanan yang sangat baik
    Explanation
    The correct answer is "Pelayanan yang sangat baik" which means "excellent service" in English. This answer implies that customer care involves providing a high level of service to customers. It suggests that customer care should go above and beyond to meet the needs of customers, handle their complaints effectively, and ensure that they are satisfied with the service provided. It also implies that customer care should prioritize delivering a positive and pleasant experience to customers.

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  • 19. 

    Hubungan yang terjadi antara atasan dan bawahan dan sebaliknya serta hubungan sesama karyawan di sebut dengan hubungan...

    • Formal

    • Informal

    • Fungsional

    • Internal

    • Eksternal

    Correct Answer
    A. Internal
    Explanation
    The relationship between superiors and subordinates, as well as the relationship among colleagues within an organization, is referred to as internal relationships. This includes the formal and informal interactions and communication that occur within the workplace. It encompasses the hierarchical structure and the dynamics between different levels of authority and responsibility.

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  • 20. 

    Contoh sapaan yang baik ketika melayani adalah...

    • “Selamat Pagi, Pak !”

    • “Selamat Pagi, silahkan ?”

    • “Selamat Pagi Pak Asep .”

    • “Selamat Pagi Bu Irna, Silahkan duduk !”

    • “Silahkan duduk, Pak Asep.”

    Correct Answer
    A. “Selamat Pagi, Pak !”
    Explanation
    The correct answer is "Selamat Pagi, Pak !" because it is a polite and respectful greeting that acknowledges the person's gender and shows a friendly and welcoming attitude.

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  • 21. 

    Konsep Attention merupakan bentuk pelayanan yang menggunakan pendekatan konsep....

    • Sikap

    • Perhatian

    • Tindakan

    • Kepedulian

    • Berpikir positif

    Correct Answer
    A. Perhatian
    Explanation
    Attention refers to the act of paying close or careful attention to someone or something. It involves focusing one's mind and senses on a particular object, person, or situation. In the context of the given question, attention is mentioned as a concept of service that utilizes a specific approach. Therefore, "Perhatian" (attention) is the most appropriate answer.

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  • 22. 

    Perhatikan hal dibawah ini !
    1. Kedua tangan diletakkan di atas meja
    2. Posisi tubuh dari ujung kaki sampai kepala tegak
    3. Posisi tangan lepas kebawah
    4. Tidak diperkenankan melipat di depan dada
    5. Tidak menempel dimeja
    Yang merupakan sikap berdiri , adalah....

    • 1, 2, 3, dan 4

    • 1, 2, 3, 4, dan 5

    • 1, 2, dan 3

    • 2, 3, 4, dan 5

    • 2, 3, dan 4

    Correct Answer
    A. 2, 3, 4, dan 5
    Explanation
    The correct answer is 2, 3, 4, and 5. This is because the given statements describe the correct standing posture: placing both hands on the table, standing with a straight posture from head to toe, keeping the hands down, not folding them in front of the chest, and not leaning on the table.

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  • 23. 

    Pernyataan yang kurang tepat berkenaan dengan harapan pelanggan adalah...

    • Semua pelanggan memiliki harapan untuk mendapatkan pelayanan prima

    • Melayani pelanggan secara total termasuk dalam hal-hal yang bersifat pribadi

    • Sikap positif pelanggan menunjukkan penghargaan terhadap perusahaan

    • Friendly system sangat diharapkan oleh pelanggan

    • Kepercayaan pelanggan terhadap produk ditunjukkan dengan sikap positif pelanggan

    Correct Answer
    A. Melayani pelanggan secara total termasuk dalam hal-hal yang bersifat pribadi
    Explanation
    The statement "Melayani pelanggan secara total termasuk dalam hal-hal yang bersifat pribadi" is incorrect because serving customers holistically does not necessarily involve personal matters. Providing total service means addressing all aspects of the customer's needs and expectations, which can include professional and technical aspects, but not necessarily personal matters.

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  • 24. 

    Berikut yang tidak termasuk sikap umum dalam pelayanan adalah....

    • Smiling face

    • Senyum yang tulus

    • Fokus pada wajah pelanggan

    • Ekspresi wajah yang menyenangkan

    • Selalu menatap mata pelanggan

    Correct Answer
    A. Selalu menatap mata pelanggan
    Explanation
    The given options are all related to facial expressions and gestures that are commonly associated with good customer service. However, the option "Selalu menatap mata pelanggan" (Always staring at the customer's eyes) does not fit in this category as it can be considered rude or invasive in some cultures. It is important to maintain eye contact, but staring continuously may make the customer uncomfortable.

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  • 25. 

    Dibawah ini yang bukan termasuk ruang lingkup humas adalah...

    • Humas dengan seluruh karyawan

    • Humas dengan pelanggan

    • Humas dengan pemegang saham

    • Humas dengan para distributor

    • Humas dengan pemerintah

    Correct Answer
    A. Humas dengan pemerintah
    Explanation
    Public relations (humas) typically involves managing communication and relationships between an organization and its various stakeholders, including employees, customers, shareholders, and distributors. However, the relationship between public relations and the government is not explicitly mentioned in the question, and it is possible that public relations can also involve interactions with the government. Therefore, it is unclear whether the correct answer is "Humas dengan pemerintah" or if the question is incomplete.

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  • 26. 

    Berikut ini merupakan hal-hal yang harus dilakukan oleh seorang pelayan dalam melakukan hubungan dengan pelanggan , kecuali....

    • Melakukan kontak mata langsung disertai senyuman agar menunjukkan kesiapan dan keseriusan dalam melayani kolega dan pelanggan.

    • Menghindari ekspresi wajah yang murung dengan mata menatap kebawah

    • Melayani pelanggan dengan bersikap apriori

    • Menampilkan senyuman manis dengan menghindari bibir yang rapat dan kaku atau digigit sedikit

    • Menegakkan posisi wajah atau kepala agar menunjukkan kesiapan dan keseriusan dalam melayani pelanggan

    Correct Answer
    A. Melayani pelanggan dengan bersikap apriori
    Explanation
    The correct answer is "Melayani pelanggan dengan bersikap apriori." This is because the other options describe actions that a waiter should take when interacting with customers, such as making direct eye contact with a smile, avoiding a gloomy expression with eyes looking down, and maintaining a poised facial position to show readiness and seriousness in serving customers. However, "Melayani pelanggan dengan bersikap apriori" means "serving customers with a preconceived attitude," which is not a recommended approach in customer service as it implies having preconceived notions or biases towards customers.

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  • 27. 

    Hubungan yang terjadi antara perusahaan dan para pelanggan dan pemasok disebut hubungan....

    • Internal

    • Eksternal

    • Fungsional

    • Formal

    • Informal

    Correct Answer
    A. Eksternal
    Explanation
    The relationship between a company and its customers and suppliers is referred to as external relationships. This term signifies that the relationship exists outside of the company and involves external parties. It encompasses interactions, transactions, and collaborations with customers and suppliers, which are crucial for the success and growth of the company. These external relationships are essential for maintaining customer satisfaction, securing reliable suppliers, and fostering a positive reputation in the market.

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  • 28. 

    Dalam kegiatan sehari-hari, tugas pejabat humas memiliki ancaman hukum pidana, jika melakukan perbuatan-perbuatan berikut ini, kecuali...

    • Melakukan yang sebenernya dapat dihindari

    • Menggerakkan semua tugas yang menjadi tanggung jawab

    • Melakukan perbuatan yang telah dilarang

    • Melakukan perbuatan yang berunsur kealpaan

    • Melakukan perbuatan dengan tujuan dan niat yang kurang baik

    Correct Answer
    A. Menggerakkan semua tugas yang menjadi tanggung jawab
    Explanation
    The correct answer is "Menggerakkan semua tugas yang menjadi tanggung jawab." This is because the question asks for an exception, and the other options all mention actions that can lead to criminal liability for a public relations officer. However, "Menggerakkan semua tugas yang menjadi tanggung jawab" means "Carrying out all the tasks that are responsibilities," which does not pose a legal threat.

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  • 29. 

    Mencatat pesanan pelanggan merupakan pelayanan prima berdasarkan konsep...

    • Attitude

    • Atention

    • Action

    • Sikap

    • Perhatian

    Correct Answer
    A. Action
    Explanation
    The correct answer is "Action". This is because taking action is an essential part of providing excellent customer service. It involves actively listening to the customer's needs, responding promptly and efficiently, and following through with any necessary steps to fulfill their request or resolve their issue. By taking action, businesses can demonstrate their commitment to meeting customer expectations and ensuring their satisfaction.

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  • 30. 

    Pelayanan prima berdasarkan konsep perhatian (attention) mencakup hal-hal pokok dibawah ini, kecuali....

    • Mendengarkan secara sungguh-sungguh kebutuhan pelanggan

    • Mengamati dan menghargai perilaku para pelanggan

    • Mencurahkan perhatian sewajar nya

    • Memahami secara sungguh-sungguh kebutuhan pelanggan

    • Mencurahkan perhatian penuh kepada pelanggan

    Correct Answer
    A. Mencurahkan perhatian sewajar nya
    Explanation
    The correct answer is "Mencurahkan perhatian sewajar nya". This is because the concept of excellent service based on attention includes actively listening to the needs of customers, observing and appreciating their behavior, understanding their needs deeply, and giving full attention to customers. However, "Mencurahkan perhatian sewajar nya" means "devoting attention as appropriate" which implies that the level of attention given may not be consistent or sufficient.

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  • 31. 

    Dibawah ini yang bukan merupakan hal yang menyangkut konsep tindakan adalah....

    • Mencatat pesanan pelanggan

    • Pencatatan kebutuhan pelanggan

    • Penegasan kembali kebutuhan pelanggan

    • Mewujudkan kebutuhan pelanggan

    • Mencurahkan perhatan penuh kepada pelanggan

    Correct Answer
    A. Mencurahkan perhatan penuh kepada pelanggan
    Explanation
    The options in the question all involve activities related to customer needs and requirements, except for "Mencurahkan perhatian penuh kepada pelanggan" which translates to "Devoting full attention to customers". This option does not directly relate to the concept of action or fulfilling customer needs, but rather focuses on the behavior or attitude of the service provider towards the customer.

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  • 32. 

    Dalam memberikan pelayan kepada pelanggan, perlu diperhatikan hal-hal sebagai beriku. Yang bukan termasuk dalam standar umum dalam sikap pelayanan adalah....

    • Ekspresi wajah “smiling face’

    • Senyum yang tulus

    • Tatapan mata profesional

    • Selalu fokus pada wajah pelanggan

    • Duduk Tegak

    Correct Answer
    A. Duduk Tegak
    Explanation
    The correct answer is "Duduk Tegak" because sitting upright is not a common standard in customer service attitude. While it is important to maintain a professional posture, sitting upright is not specifically mentioned as a standard in providing service to customers. The other options, such as a smiling face, genuine smile, professional eye contact, and always focusing on the customer's face, are all commonly recognized as important aspects of customer service.

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  • 33. 

    Yang bukan merupakan langkah melayani pelanggan dengan berpikir positif adalah....

    • Melayani pelanggan secara terhormat

    • Melayani pelanggan dengan bersikap apriori

    • Menghindari sikap mencari kesalahan pelanggan

    • Melayani pelanggan dengan tidak bersikap apriori

    • Menghindari sikap memanfaatkan kesalahan pelanggan

    Correct Answer
    A. Melayani pelanggan dengan bersikap apriori
    Explanation
    Melayani pelanggan dengan bersikap apriori is not a step in serving customers with a positive mindset because having a preconceived notion or bias towards customers can hinder the ability to provide unbiased and fair service. It is important to approach each customer interaction with an open mind and without any preconceived judgments or assumptions.

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  • 34. 

    Berikut ini tidak termasuk prinsip pelayanan Action , yaitu...

    • Mencatat kebutuhan dan pesanan

    • Menegaskan kembali

    • Mengamati dengan hati-hati

    • Menyatakan terima kasih

    • Mewujudkan kebutuhan

    Correct Answer
    A. Mengamati dengan hati-hati
    Explanation
    The given options are all related to principles of action in service. They involve actions such as recording needs and orders, confirming again, expressing gratitude, and fulfilling needs. However, "Mengamati dengan hati-hati" (observing carefully) is not a principle of action in service. It is more related to the principle of observation and attentiveness.

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  • 35. 

    Pelayanan prima yang diberikan kepada pelanggan menggunakan pendekatan konsep sikap disebut....

    • Attention

    • Action

    • Atitude

    • Attitude

    • Assurance

    Correct Answer
    A. Attitude
    Explanation
    The correct answer is "Attitude". The question is asking for the term used to describe the excellent service provided to customers using an approach based on the concept of attitude. Attitude refers to the mindset and behavior of individuals towards customers, emphasizing the importance of a positive and helpful demeanor in delivering quality service.

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  • 36. 

    Melayani pelanggan dengan memperhatikan penampilan yang serasi termasuk pada pendekatan...

    • Konsep sikap

    • Konsep perhatian

    • Konsep Tindakan

    • Attention

    • Action

    Correct Answer
    A. Konsep sikap
    Explanation
    The concept of attitude is related to serving customers by considering a harmonious appearance. This means that when serving customers, it is important to have a positive and friendly attitude, as well as presenting oneself in a professional and presentable manner. This includes factors such as grooming, dress code, and overall appearance, which can contribute to creating a positive impression and building trust with customers.

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  • 37. 

    Menyapa pelanggan yang baru datang  dengan menggunakan tutur bahasa yang baik, sopan, ramah dan sikap yang bersahabat. Termasuk dalam hal....

    • Melayani pelanggan dengan sikap menghargai

    • Melayani pelanggan dengan penampilan serasi

    • Melayani pelanggan dengan berpikir positif

    • Melayani pelanggan secara terhormat.

    • Melayani pelanggan dengan bersikap apriori

    Correct Answer
    A. Melayani pelanggan dengan sikap menghargai
    Explanation
    The correct answer is "Melayani pelanggan dengan sikap menghargai" because it is mentioned in the question that the customer should be greeted with good, polite, friendly language, and a friendly attitude. Serving customers with respect aligns with these requirements and shows appreciation for their presence.

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  • 38. 

    Dibawah ini yang merupakan lima elemen kunci dalam memberikan pelayanan terhadap pelanggan adalah, kecuali....

    • Reability

    • Assurance

    • Tangilbel

    • Empathy

    • Respect

    Correct Answer
    A. Respect
    Explanation
    The correct answer is "Respect." Respect is not one of the five key elements in providing customer service. The other four elements - reliability, assurance, tangibility, and empathy - are all important in ensuring good customer service. Respect may be a desirable trait in customer service interactions, but it is not considered a key element in this context.

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  • 39. 

    Pelanggan yang sudah membeli/berlangganan produk yang dihasilkan perusahaan merupakan pelanggan...

    • Internal

    • Eksternal

    • Tetap

    • Setia

    • Pemula

    Correct Answer
    A. Internal
    Explanation
    Pelanggan yang sudah membeli/berlangganan produk yang dihasilkan perusahaan merupakan pelanggan internal karena mereka telah melakukan transaksi dengan perusahaan tersebut. Mereka adalah bagian dari hubungan bisnis internal perusahaan dan dapat dianggap sebagai pelanggan yang setia karena telah memilih untuk membeli produk dari perusahaan tersebut.

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  • 40. 

    Para karyawan perlu mengetahui trik dalam menghadapi keluhan pelanggan. Dibawah ini yang merupakan cara mengatasi keluhan adalah....

    • Bersikap tenang, mendengarkan keluhan pelanggan, akui masalah yang ada, memberi penjelasan, hibur dan tenangkan hatinya, dan memberikan sikap simpatik

    • Bersikap tenang, mendengarkan keluhan pelanggan, akui masalah yang ada, memberi penjelasan, memberikan sikap simpatik, dan posisikan sebagai konsumen

    • Bersikap tenang, mendengarkan keluhan pelanggan, sopan santun , memberi penjelasan, hibur dan tenangkan hatinya, memberikan sikap simpatik, dan posisikan sebagai konsumen

    • Bersikap tenang, mendengarkan keluhan pelanggan, akui masalah yang ada, memberi penjelasan, hibur dan tenangkan hatinya, memberikan sikap simpatik, dan posisikan sebagai konsumen

    • Bersikap tenang, mendengarkan keluhan pelanggan, mencatat pesanan pelaggan, memberi penjelasan, hibur dan tenangkan hatinya, memberikan sikap simpatik, dan posisikan sebagai konsumen

    Correct Answer
    A. Bersikap tenang, mendengarkan keluhan pelanggan, akui masalah yang ada, memberi penjelasan, hibur dan tenangkan hatinya, memberikan sikap simpatik, dan posisikan sebagai konsumen
    Explanation
    The correct answer is the one that includes all the necessary steps to handle customer complaints effectively. It suggests that employees should remain calm and composed, actively listen to the customer's complaint, acknowledge the problem, provide an explanation, offer comfort and reassurance, show empathy, and position themselves as a customer. By following these steps, employees can address the customer's concerns, resolve the issue, and maintain a positive relationship with the customer.

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Quiz Review Timeline (Updated): Mar 21, 2023 +

Our quizzes are rigorously reviewed, monitored and continuously updated by our expert board to maintain accuracy, relevance, and timeliness.

  • Current Version
  • Mar 21, 2023
    Quiz Edited by
    ProProfs Editorial Team
  • Sep 17, 2018
    Quiz Created by
    SITI ZAHRA
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