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Revision test for Unit 344

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Customer Service in Travel and Tourism

Question 1 of 6

1

Which of the following lists four interpersonal skills that a customer services supervisor should have?

Select one of the following:

  • Listening skills
    Positive body language
    Communication skills
    Good personal presentation

  • Good personal presentation
    Good business skills
    Excellent accounting knowledge
    A good understanding of travel and tourism

  • Positive body language
    A good attitude
    Attractive appearance
    Experienced manager

  • Communication skills
    5 years experience
    Local knowledge
    Friendly with the staff

Explanation

Question 2 of 6

1

Select from the dropdown lists to complete the text.

Customer service affect sales because it leads to ( loyalty, disinterest, sales ) and repeat business. It increases ( reputation, new customers, business ) and could lead to new customers through ( recommendations, the internet, selling ). Good customer service means that people are more likely to ( buy, sell, shop elsewhere ). Building a good customer ( rapport, database, knowledge ) can lead to opportunities for ( up sell, complaints, refunds ).

Explanation

Question 3 of 6

1

How can you measure levels of customer service?

Select one or more of the following:

  • Complaints log

  • KPI (used to monitor customer service against targets)

  • Customer feedback

  • Sales records

  • Ask the staff

  • Instinct

Explanation

Question 4 of 6

1

It is possible to assess staff’s customer service skills by either using a SWOT analysis or by getting feedback from customers and colleagues

Select one of the following:

  • True
  • False

Explanation

Question 5 of 6

1

An effective team is made by;
Good working
and interpersonal skills
of team members
Support and feedback on

Drag and drop to complete the text.

    relationships
    friendship groups
    staff canteen
    Communication
    Telephones
    Humour
    Personal development
    High salaries
    Punishment
    performance
    product
    career progression

Explanation

Question 6 of 6

1

Staff training can improve customer service because the development of communication and interpersonal skills may lead to fewer complaints

Select one of the following:

  • True
  • False

Explanation

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