EPDK 2

To meet the guest satisfactions, the staff should properly explain to the guest about...

Generic term reffering to Product Knowledge, except...

• availability product

• policies of the venue

• product and staff address

• service, facilities and local attraction

Benefits of having product knowledge are...

• helping customer

• being able to differentiate between product

• unmeeting customer service level expectations

• being able to differentiate between service

• minimizing selling opportunities

Kind of product knowledge for Housekeeping are...

• food&drink menu

• layout property

• discount package

• in-room facilities and services

• booking and deposit

'Making recommendation for future purchases' is one of benefits having product knowledge to gain...

How to seek customer feedback to supplement product/ service knowledge?

• using questionnaires

• conducting taste test

• talking to staff

• from complaints and compliments

• offering customer comment card