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Testcommunicationtechniquesandrulesofconductinresponsetocustomerrequests
Agenda
QUESTION 1: What factors make up the communication process, in addition to verbal and paralinguistic factors?
Emotional factors
Nonverbal factors
Economic factors
Cultural factors
QUESTION 2: What type of feedback seeks to teach or guide toward improvement?
Positive
Negative
Constructive
Lack of feedback
QUESTION 3: What area of personal space is appropriate for the work environment, according to the concept of proxemics?
Intimate area
Social area
Personal area
Public area
QUESTION 4: What is the ultimate goal of any staff interaction with the customer?
Satisfy customer needs
Sell additional products
End the conversation quickly
Avoid contact
QUESTION 5: Why is effective communication essential in the provision of hotel services?
To reduce interaction time
To avoid complaints
To understand and satisfy customer needs and project a professional image
To limit access to information
QUESTION 6: What happens when no response is given in the communication process?
Confusion at the sender
Positive feedback
A constructive criticism
A message interruption
QUESTION 7: What should housekeeping staff do as a basic rule of courtesy when encountering guests in common areas?
Ignore them
Greet them
Ask them to move aside
Ask them if they need anything
QUESTION 8: What type of feedback should be avoided because it is direct and damaging criticism?
Positive
Constructive
Lack of feedback
Negative
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