Chapter 2 TEST: Service - The heart of hospitality

Allison arrives at Sephora to buy some lipstick. When she walks into the store she is considered a/an

• employee

• customer

• vendor

• seller

Another word for customer is

• guest

• employee

• waitress

• chef

True or False: Customer service in a hospitality business is the total customer experience with that business.

• True

• False

Jeremy enrolls in the preferred customer discount program with Marriott hotels. Whenever he books a room and stays at a Marriott hotel he earns points for a free night stay. Which need is being met by enrolling in the preferred customer discount program?

• physical

• safety

• acceptance

• esteem

• self-actualization

Fantasia volunteers at a local animal shelter. She is organizing an event that raises money and gathers donations for rescue animals at the shelter. What need is being met for Fantasia through volunteering for this event?

• physical

• safety

• acceptance

• esteem

• self-actualization

Jackson went on a weekend trip to New Orleans to visit family. He stayed at an AirBnB in downtown with his friends. Upon their arrival to the house they were staying at, he had to enter a 4 digit code to unlock the door. What need is being met for Jackson through the code that unlocks the door?

• physical

• safety

• acceptance

• esteem

• self-actualization

Wilson stayed at a luxury hotel in Europe that offered free room service with a 5 night stay. What need was being met with his free room service?

• physical

• safety

• acceptance

• esteem

• self-actualization

Julie arrives at an Italian restaurant to meet her friends for a birthday party. Upon arriving to the restaurant she is greeted by the hostess who isn't smiling, ignores her for 5 minutes after arriving, and doesn't ask if she needs help? Which need is NOT being met for Julie by the actions of the hostess?

• physical

• safety

• esteem

• self-actualization

What is the positive feeling a customer has about a business that meets their needs?

• service

• hospitality

• customer satisfaction

• quality service

Bryan ate at a 5 star restaurant over the weekend for his parent's wedding anniversary. The service provided by his waiter exceeded his expectations. What did Bryan experience at the restaurant?

• quality service

• poor service

• slow service

• word-of-mouth service