The following quiz focuses on the foundational concepts that are part of our Service Culture. You were introduced to these concepts during the Brand, Experience and Voice training classes.
The purpose is to assist you in determining where your gaps of learning are. You will see your results after completing the quiz, including the correct answers and See morefeedback/additional info on some of the questions. Print the results, so you can put in place an action plan to improve your knowledge, and ultimately, use these concepts consistenty in interations with guests and associates.
After all, our service culture is alive and well when all of us are in alignment, bringing to life what our brand is all about.
Good luck!
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True
False
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Emotional Bank Accounts
Emotional Intelligence (EQ)
IQ
Trip Personas
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Place
The Social Traveler (Life Enthusiasts)
Service Profit Chain
Everything Communicates
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Service Recovery
Service Netting
Solutions that Connect
Emotional Grid
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Trip Personas
Emotional Intelligence
Social Styles
Guest Dissatisfiers
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Sheraton Signature Language
Intent vs. Impact
Meaningful Questions
Sheraton Signature Service
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What is a Brand?
Empathy
Service Profit Chain
Everything Communicates
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Everything Communicates
Trip Personas
Exceeding Expectations
Cycle of Service
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Feedback
Emotional Grid
Service Recovery
Service Netting
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Meaningful Questions
Empathy
Listening Generously
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Emotional Bank Accounts
Emotional Intelligence
Solutions that Connect
Thoughts & Opinions
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Brand Positioning
Core Values
Human Truths
Life Enthusiasts
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Associate Success Profile
Generosity of Spirit
Service Profit Chain
Core Values
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Empathy
Generosity of Spirit
Meaningful Questions
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Comfort & Confidence: Skills
Intent vs. Impact
Thoughts & Opinions
Comfort & Confidence: People
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Life Enthusiasts
Human Truths
Generosity of Spirit
On-Brand/Off-Brand
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Feedback
Problem Resolution
Solutions that Connect
Emotional Greed
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Feedback
Associate Success Profile
Social Styles
Emotional Bank Accounts
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Guest Dissatisfiers
Solutions that Connect
Service Netting
Core Values
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Core Values
Human Truths
Everything Communicates
SPG
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Comfort & Confidence
Intent vs. Impact
Meaningful Questions
Thoughts & Opinions
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Thoughts & Opinions
Comfort & Confidence: People
Comfort & Confidence: Skills
Intent vs. Impact
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Solutions that Connect
Service Recovery
Emotional Grid
Service Netting
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Listening Generously
Empathy
Meaningful Questions
Problem Resolution
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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.
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