Trivia Facts Quiz On Superior Customer Service!

10 Questions

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Trivia Facts Quiz On Superior Customer Service!

Welcome to the trivia facts quiz on superior customer service. It is specially designed for those of us who are planning on starting a career as a customer service person in the service industry. One thing you should have to prosper is patience. Do you think you would make a perfect agent? Give the quiz a try and get to find out!


Questions and Answers
  • 1. 
    All of the following might be included in a preshift meeting except:
    • A. 

      General information such as planned service events.

    • B. 

      Product or service information.

    • C. 

      Staff information.

    • D. 

      Preventive maintenance information.

  • 2. 
    Typically, a preshift meeting lasts:
    • A. 

      5 to 10 minutes.

    • B. 

      15 to 20 minutes.

    • C. 

      30 to 45 minutes.

    • D. 

      1 to 2 hours.

  • 3. 
    All of the following are components to suggestive selling, except:
    • A. 

      Knowing your guests.

    • B. 

      Merchandizing products and sevices.

    • C. 

      Knowing your products and services.

    • D. 

      Matching guest needs with your products and services.

  • 4. 
    An unconditional commitment to complete guest satisfaction is commonly called:
    • A. 

      A service guarantee.

    • B. 

      A money-back warranty.

    • C. 

      Total quality management.

    • D. 

      Continous process improvement.

  • 5. 
    One of the hotel’s guests has complained to Simon that there is no hot water in her room. Simon said, “I can see why this is important to you and I want to resolve it right now.” What step of handling complaints was he performing?
    • A. 

      Listening and empathizing.

    • B. 

      Apologizing and committing to solving the problem.

    • C. 

      Identifying a mutually acceptable solution.

    • D. 

      Checking back an following up.

  • 6. 
    What is the purpose of a pre-shift meeting?
  • 7. 
    What are the three components to suggestive selling?
  • 8. 
    What is a service guarantee?
  • 9. 
    What are the four steps to resolving guest complaints?
  • 10. 
    Explain the differences between the three structures of server teams (small teams, loose stations, and all-inclusive server teams).