Question 1

When a couple buys a package wedding and the sales person invites them to taste the menu items, this is:

Accepted Answer

A)  Suggestive selling 
B)  Informational selling 
C)  Benefit selling 
D)  Top-down selling 
A)  Suggestive selling 
B)  Informational selling 
C)  Benefit selling 
D)  Top-down selling D

Question 2

In the event environment, which of the following is an example of an internal customer?

Accepted Answer

A)  Supplier 
B)  Exhibitor 
C)  Visitor 
D)  Audience 
A)  Supplier 
B)  Exhibitor 
C)  Visitor 
D)  Audience A

Question 3

Event registration for a conference, performed by a specialist organisation, is a service to which of the following?

Accepted Answer

A)  The conference organiser 
B)  The conference organiser and the delegates 
C)  The venue 
D)  The stage manager 
A)  The conference organiser 
B)  The conference organiser and the delegates 
C)  The venue 
D)  The stage manager B

Question 4

Escalating a problem means:

Accepted Answer

A)  Challenging the customer's viewpoint 
B)  Being proactive 
C)  Acting on the information 
D)  Taking the issue to a higher level in the organisation 
A)  Challenging the customer's viewpoint 
B)  Being proactive 
C)  Acting on the information 
D)  Taking the issue to a higher level in the organisation

Question 5

When handling complaints, the phase of determining options involves:

Accepted Answer

A)  Understanding policies and procedures 
B)  Listening to the problem 
C)  Avoiding escalation 
D)  Following up 
A)  Understanding policies and procedures 
B)  Listening to the problem 
C)  Avoiding escalation 
D)  Following up

Question 6

Special needs guests include:

Accepted Answer

A)  Friends and family of the customer 
B)  People with religious requirements for eating and drinking 
C)  People who do not respond to the invitation 
D)  People who decline their invitation 
A)  Friends and family of the customer 
B)  People with religious requirements for eating and drinking 
C)  People who do not respond to the invitation 
D)  People who decline their invitation

Question 7

Being proactive in providing customers with information involves which of the following?

Accepted Answer

A)  Providing event information 
B)  Being active in greeting guests 
C)  Acting on requests for information 
D)  Thinking ahead about the client's needs 
A)  Providing event information 
B)  Being active in greeting guests 
C)  Acting on requests for information 
D)  Thinking ahead about the client's needs

Question 8

Teamwork specifically in the event environment is different to that in most long-life businesses because:

Accepted Answer

A)  The team is diverse 
B)  The team is diverse and temporary 
C)  People don't respect differences 
D)  Some members don't speak English 
A)  The team is diverse 
B)  The team is diverse and temporary 
C)  People don't respect differences 
D)  Some members don't speak English

Question 9

External customers in the event environment include:

Accepted Answer

A)  Visitors, guests, delegates, attendees, audience 
B)  Anyone who has paid for a ticket 
C)  The media 
D)  Local council 
A)  Visitors, guests, delegates, attendees, audience 
B)  Anyone who has paid for a ticket 
C)  The media 
D)  Local council

Question 10

Customers (end users) in the event environment are provided with services from which of the following?

Accepted Answer

A)  Paid staff, contractors/service providers and volunteers 
B)  Paid staff, contractors/service providers/venue staff and volunteers 
C)  Sponsors 
D)  Spectator services staff 
A)  Paid staff, contractors/service providers and volunteers 
B)  Paid staff, contractors/service providers/venue staff and volunteers 
C)  Sponsors 
D)  Spectator services staff

When a couple buys a package wedding and the sales person invites them to taste the menu items, this is:

In the event environment, which of the following is an example of an internal customer?

Event registration for a conference, performed by a specialist organisation, is a service to which of the following?

Escalating a problem means:

When handling complaints, the phase of determining options involves:

Special needs guests include:

Being proactive in providing customers with information involves which of the following?

Teamwork specifically in the event environment is different to that in most long-life businesses because:

External customers in the event environment include:

Customers (end users) in the event environment are provided with services from which of the following?

Source and Use Information on the Events Industry

Coordinate On-Site Event Registrations

Manage Projects

Develop Conference Programs

Manage Event Staging Components

Establish and Conduct Business Relationships

Manage Finances Within a Budget

Identify Hazards, Assess and Control Safety Risks

Monitor Work Operations

Lead and Manage People

Manage On-Site Event Operations

Plan In-House Events or Functions

Develop Event Concepts

Select Event Venues and Sites

Implement and Monitor Environmentally Sustainable Work Practices

Research and Comply With Regulatory Requirements

Manage Risk

Coordinate Marketing Activities

Obtain and Manage Sponsorship

Prepare and Monitor Budgets

Recruit, Select and Induct Staff

Manage Volunteers

Organise Event Infrastructure

Filters

Exam 2: Enhance Customer Service Experiences

When a couple buys a package wedding and the sales person invites them to taste the menu items, this is:

In the event environment, which of the following is an example of an internal customer?

Event registration for a conference, performed by a specialist organisation, is a service to which of the following?

Escalating a problem means:

When handling complaints, the phase of determining options involves:

Special needs guests include:

Being proactive in providing customers with information involves which of the following?

Teamwork specifically in the event environment is different to that in most long-life businesses because:

External customers in the event environment include:

Customers (end users) in the event environment are provided with services from which of the following?

Source and Use Information on the Events Industry

Coordinate On-Site Event Registrations

Manage Projects

Develop Conference Programs

Manage Event Staging Components

Establish and Conduct Business Relationships

Manage Finances Within a Budget

Identify Hazards, Assess and Control Safety Risks

Monitor Work Operations

Lead and Manage People

Manage On-Site Event Operations

Plan In-House Events or Functions

Develop Event Concepts

Select Event Venues and Sites

Implement and Monitor Environmentally Sustainable Work Practices

Research and Comply With Regulatory Requirements

Manage Risk

Coordinate Marketing Activities

Obtain and Manage Sponsorship

Prepare and Monitor Budgets

Recruit, Select and Induct Staff

Manage Volunteers

Organise Event Infrastructure

Filters