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Psychology of Service

Authored by ELENA KARTIKA

Other

University

Used 8+ times

Psychology of Service
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25 questions

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1.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

What are the types of communication that you can use?

The internet

Written format - which includes electronic mail and hard copy communications such as letters, signs, labels, posters and advertising and warning material

Media

Visitors

2.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

Below 'external' customer except

colleague

government

vendor

supplier

3.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

Being able to communicate product knowledge to customers is important. Choose the types of product knowledge you can communicate?

Advantages

General property features, services and facilities layout, senior personnel or emergency information

Supplliers

Local residents

4.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

What are three common reasons you may have a conflict with a colleague, except

Effective working systems

Pressure of work

Complete communication

Understandings

5.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

What are three common reasons a customer may have a conflict with your business?

Lack of service, or poor, service

Expectations are being met

Satisfaction with the accommodation or services

Hygienic conditions

6.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

What types of written communication that would be used in a Food and Beverage department?

Reservations - including booking information, special requests, receipts and confirmation to customers

Appropriate allocation of work

Ability to practically perform selected tasks

Equality in areas of pay, work rate, scheduling of activities

7.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

What are four needs of an 'internal customer'?

Equipment - this can include mechanical equipment (computers, ovens, blenders) and associated tools of the trade (plates, glassware, pens, cleaning cloths)

Knowledge -understand and perform their job role, product knowledge, menu knowledge, external customer preferences, upcoming events, policies and procedures and schedule of events for particular shifts

The Internet – type key words/phrases in the search engine

‘Offering’ reflecting what was advertised

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