P2. Quiz 1_PP
Authored by Farida Hastuti
Business
University
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40 questions
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1.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Dalam penerapan A6, sikap (attitude) seorang frontliner sangat menentukan persepsi pelanggan. Jika seorang resepsionis bersikap ramah namun tidak mampu memberikan informasi yang akurat, maka kelemahan utama terletak pada aspek …
Attention
Ability
Action
Accountability
2.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Seorang kasir di supermarket selalu mengucapkan salam dan tersenyum kepada setiap pelanggan. Hal ini mencerminkan penerapan aspek …
Appearance
Attitude
Ability
Accountability
3.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Jika seorang pegawai call center memiliki kemampuan komunikasi yang baik, menguasai produk, dan cepat tanggap menyelesaikan keluhan, maka ia menonjolkan aspek A6 yang disebut …
Ability
Attention
Action
Accountability
4.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Penampilan (appearance) dalam pelayanan prima tidak hanya mencakup pakaian formal, tetapi juga …
Warna kulit dan tinggi badan
Gestur tubuh, kerapian, dan ekspresi wajah
Pendidikan terakhir
Status sosial ekonomi
5.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Accountability dalam pelayanan prima erat kaitannya dengan …
Kejujuran, tanggung jawab, dan kepatuhan pada standar kerja
Kedisiplinan dalam berbusana sesuai SOP
Kemampuan menguasai produk secara teknis
Kecepatan merespon panggilan pelanggan
6.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Jika seorang karyawan mendengarkan keluhan pelanggan dengan penuh perhatian dan mencatat detail masalah yang dihadapi, ia sedang menerapkan aspek …
Action
Attention
Ability
Accountability
7.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Dalam konsep A6, tindakan nyata (action) dapat diukur dari …
Kedisiplinan jam masuk kerja
Kemampuan karyawan merespons dan menindaklanjuti permintaan pelanggan
Tingkat pendidikan dan pelatihan yang diikuti
Ekspresi wajah saat melayani pelanggan
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