Section 6.2—quiz: Relationship Selling

9 Questions | Total Attempts: 92

SettingsSettingsSettings
Please wait...
Relationship Quizzes & Trivia

Section 6. 2—Quiz: Relationship Selling


Questions and Answers
  • 1. 
    Rina is preparing a three-ring binder for the front desk that includes city maps, brochures for major attractions in the areas, and fact sheets about local tourist spots. She has also budgeted to send all of her concierge staff to a local concert hall next month. In what area is she helping her employees become better at relationship selling?
    • A. 

      Knowing the property

    • B. 

      Knowing the area

    • C. 

      Interacting with guests

    • D. 

      Handling complaints

  • 2. 
    James is planning how to train his employees so that they know more about the property. All of the following activities could help him achieve that objective, EXCEPT:
    • A. 

      Providing employees with free tickets to area events.

    • B. 

      Allowing servers to sample menu items.

    • C. 

      Having front desk agents spend a night at the hotel.

    • D. 

      Giving all employees a tour of the property.

  • 3. 
    All of the following can help employees learn and use guest names, EXCEPT:
    • A. 

      Computerized telephone systems.

    • B. 

      Luggage tags.

    • C. 

      Log of guest names in order of arrival.

    • D. 

      Restaurant reservations.

  • 4. 
    How can an angry guest be transformed into a loyal one?
    • A. 

      By convincing him or her that the problem doesn’t exist

    • B. 

      By promising to solve the guest’s problem

    • C. 

      By handling the complaint efficiently and patiently

    • D. 

      By doing all of the above

  • 5. 
    Building better guest relationships begins with gaining information about guests.
    • A. 

      T

    • B. 

      F

  • 6. 
    It is typically harder to draw new guests to a hotel than to hold on to current customers.
    • A. 

      T

    • B. 

      F

  • 7. 
    Relationship selling means getting to know someone so you can coerce them into buying a hotel product or service.
    • A. 

      T

    • B. 

      F

  • 8. 
    Most returning guests are suspicious when hotel staff provide favorite items on their next visit.
    • A. 

      T

    • B. 

      F

  • 9. 
    Almost every hotel can provide useful information about guest preferences and needs.
    • A. 

      T

    • B. 

      F