4292222
Description
Quiz by Chad Collins, updated more than 1 year ago
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Created by Chad Collins
almost 9 years ago
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Question 1
Question
Due to a problem with an aircraft, an airline delayed the plane’s takeoff. As a result, passengers waited in the plane on the runway for several hours, which caused them stress and discomfort. Many of the passengers missed their connecting flights to their final destinations. Which of the following is the best action for the airline to take to compensate the passengers for their inconvenience and distress?
Answer
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Offer the passengers a quick apology
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Refund the passengers’ money for the flight
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Develop a press release to explain the situation
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Provide the passengers a small discount on meals
Question 2
Question
What can hotels do to help ensure that they provide all of their guests with quality service?
Answer
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Customize policies
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Train employees
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Expand facilities
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Increase rates
Question 3
Question
When a hotel guest asks a question or needs help, Jack is always patient, friendly, and responsive. What is Jack doing?
Answer
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Establishing political alliances with his coworkers
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Promoting the hotel by sharing his experiences with others
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Encouraging his coworkers to treat each other with respect
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Building positive customer relationships through quality service
Question 4
Question
What should a motel employee possess to foster positive relationships with the motel’s guests?
Answer
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An aggressive attitude
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A laid-back personality
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A competitive point of view
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A customer-service mindset
Question 5
Question
What do guests often do when they are very satisfied with a resort’s level of service?
Answer
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Make reservations for next year’s vacation with a competitor
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Tell others about their problems with the accommodations
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Encourage coworkers and friends to visit local attractions
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Recommend the resort to family and friends
Question 6
Question
What do many travel agencies use to find out if clients were satisfied with the service they received from the agency as well as with the vacation package that they purchased?
Answer
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Tour reports
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Booking slips
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Sales records
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Comment cards
Question 7
Question
Many families return to the Woodlands Resort every year for their annual vacations. What has the resort been successful at doing?
Answer
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Building a clientele
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Using suggestion selling
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Developing a prospect list
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Training contracted workers
Question 8
Question
What type of behavior is required of employees to establish positive relationships with hotel guests?
Answer
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Proactive
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Apathetic
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Superficial
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Remorseful
Question 9
Question
A guest complained that s/he reserved a room with a view of the ocean but got a room with a view of the courtyard. What is the best way for a hotel employee to compensate the guest in this situation?
Answer
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Ask housekeeping to clean the room
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Provide the guest with extra towels
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Offer to give the guest a discount
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Ignore the guest’s complaint
Question 10
Question
Why is it important for hospitality and tourism businesses to monitor customer satisfaction levels with their services?
Answer
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To encourage safety
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To generate publicity
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To remain competitive
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To analyze productivity
Question 11
Question
A restaurant guest receives an incorrect food order. What should the server do to resolve the complaint?
Answer
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Apologize for the mistake and correct the food order.
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Ask the guest if s/he would be willing to keep the meal.
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Have the manager talk with the guest about the problem.
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Go to the kitchen and tell the chef that s/he made a mistake.
Question 12
Question
What must hospitality and tourism businesses be willing to do to build ongoing relationships with their clientele?
Answer
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Distribute training videos to employees
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Pay attention to competitors’ activities
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Overlook their customers’ questions
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Follow-up with their customers
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