Micro Perspective - Long Quiz

What does customer service in tourism refer to?

• The price of travel packages

• The assistance, support, and experience provided to guests

• The speed of transportation

• The quality of souvenirs

Why is customer service important in the tourism industry?

• Products are more important than experiences

• It has no impact on customer loyalty

• Good service creates customer loyalty

• It decreases destination image

What is a key element of customer service in tourism?

• Pricing strategies

• Communication skills

• Advertising campaigns

• Financial management

What does active listening involve?

• Talking more than the guest

• Interrupting the guest

• Understanding what the guests need

• Ignoring non-verbal cues

Why is non-verbal communication important in customer service?

• It confuses the guest

• It creates warmth

• It is not important

• It speeds up the conversation

What does professionalism and courtesy include?

• Being impatient

• Greeting guests warmly

• Ignoring cultural differences

• Having a negative attitude

What is a component of responsiveness and problem-solving?

• Slow service

• Proactive assistance

• Ignoring complaints

• Creating negative experiences

What does personalization and attention to detail involve?

• Ignoring customer preferences

• Offering standardized services

• Remembering customer preferences

• Avoiding customization

What does consistency and reliability include?

• Delivering promises

• Providing what was not advertised

• Ensuring poor quality

• Neglecting safety and hygiene

According to the document, what are the 5 levels of Maslow’s Hierarchy of Needs?

• Physiological, safety, social, esteem, self-actualization

• Survival, belonging, recognition, creativity, growth

• Basic, intermediate, advanced, luxury, ultimate

• Physical, emotional, mental, spiritual, financial