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Testclienttypologiesandtheirtreatment(I)
Agenda
QUESTION 1: What type of client is looking for relaxation and family enjoyment, which means a greater workload for the housekeeping staff?
Business client
Elderly people
Couples with children
Customer friendly
QUESTION 2: What characteristic defines the business client in terms of their luggage and order?
He usually has a lot of luggage
It's messy
He has little luggage and is tidy
Always travel with extra luggage
QUESTION 3: What is essential when dealing with a difficult client?
Argue with him
Ignore their complaints
Stay calm and collected, avoid arguments, and resolve your complaints promptly
Avoid contact
QUESTION 4: How should you interact with an impatient customer?
With kindness and patience
Quickly and efficiently
Giving him time to decide
Avoiding contact
QUESTION 5: Why is it important to understand customer typologies?
To increase sales
To avoid complaints
To adapt the approach and offer a more personalized and effective service
To reduce staff
QUESTION 6: What type of treatment does the "couples with children" segment highly value?
A formal deal
A distant treatment
A friendly and affectionate treatment, especially with children
An efficient deal without prolonged conversation
QUESTION 7: What cleaning routine can older people involve in a hotel?
That the room is cleaned only once a day
That the room should be cleaned in shorter periods of time
That the room is not cleaned
Let the cleaning be thorough every week
QUESTION 8: What is recommended when dealing with a friendly customer who is very talkative?
Be polite but without granting excessive trust and knowing how to stop the conversation politely
Avoid eye contact
Talk to him a lot
Being distant
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