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Customer Service in Travel and Tourism

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Preguntas del test (6)

  1. 1Which of the following lists four interpersonal skills that a customer services supervisor should have?
    1. AListening skills
      Positive body language
      Communication skills
      Good personal presentation
    2. BGood personal presentation
      Good business skills
      Excellent accounting knowledge
      A good understanding of travel and tourism
    3. CPositive body language
      A good attitude
      Attractive appearance
      Experienced manager
    4. DCommunication skills
      5 years experience
      Local knowledge
      Friendly with the staff
  2. 2Customer service affect sales because it leads to [blank_start]loyalty[blank_end] and repeat business. It increases [blank_start]reputation[blank_end] and could lead to new customers through [blank_start]recommendations[blank_end]. Good customer service means that people are more likely to [blank_start]buy[blank_end]. Building a good customer [blank_start]rapport[blank_end] can lead to opportunities for [blank_start]up sell[blank_end].
    1. Aloyalty
    2. Bdisinterest
    3. Csales
    4. Dreputation
    5. Enew customers
    6. Fbusiness
    7. Grecommendations
    8. Hthe internet
    9. Iselling
    10. Jbuy
    11. Ksell
    12. Lshop elsewhere
    13. Mrapport
    14. Ndatabase
    15. Oknowledge
    16. Pup sell
    17. Qcomplaints
    18. Rrefunds
  3. 3How can you measure levels of customer service?
    1. AComplaints log
    2. BKPI (used to monitor customer service against targets)
    3. CCustomer feedback
    4. DSales records
    5. EAsk the staff
    6. FInstinct
  4. 4It is possible to assess staff’s customer service skills by either using a SWOT analysis or by getting feedback from customers and colleagues
    1. AVerdadero
    2. BFalso
  5. 5An effective team is made by;
    Good working [blank_start]relationships[blank_end]
    [blank_start]Communication[blank_end] and interpersonal skills
    [blank_start]Personal development[blank_end] of team members
    Support and feedback on [blank_start]performance[blank_end]
    1. Arelationships
    2. Bfriendship groups
    3. Cstaff canteen
    4. DCommunication
    5. ETelephones
    6. FHumour
    7. GPersonal development
    8. HHigh salaries
    9. IPunishment
    10. Jperformance
    11. Kproduct
    12. Lcareer progression
  6. 6Staff training can improve customer service because the development of communication and interpersonal skills may lead to fewer complaints

    1. AVerdadero
    2. BFalso

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Revision test for Unit 344
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