Deck 2: Enhance Customer Service Experiences

Question 1

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

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

Answer 1

D

Question 2

When handling complaints, the phase of determining options involves:

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

Answer 2

A

Question 3

Special needs guests include:

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

Answer 3

B

Question 4

External customers in the event environment include:

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

Question 5

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

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

Question 6

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

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

Question 7

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

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 8

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

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 9

Escalating a problem means:

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 10

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

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