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Revision test for Unit 344

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Customer Service in Travel and Tourism

Questão 1 de 6

1

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

Selecione uma das seguintes:

  • 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

Explicação

Questão 2 de 6

1

Selecione das listas do Menu para completar o texto.

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 ).

Explicação

Questão 3 de 6

1

How can you measure levels of customer service?

Selecione uma ou mais das seguintes:

  • Complaints log

  • KPI (used to monitor customer service against targets)

  • Customer feedback

  • Sales records

  • Ask the staff

  • Instinct

Explicação

Questão 4 de 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

Selecione uma das opções:

  • VERDADEIRO
  • FALSO

Explicação

Questão 5 de 6

1

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

Arraste e solte para completar o texto.

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

Explicação

Questão 6 de 6

1

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

Selecione uma das opções:

  • VERDADEIRO
  • FALSO

Explicação