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Reasonable adjustments may include the use of adaptive technology, educational support alternativemethods of assessment such as oral assessment.SECTION 1: PROVIDE A QUALITY SERVICE EXPERIENCEQ1:List five principles of enhanced customer service experience. What commoncharacteristics represent quality service to customers?Q2:Identify six different internal and external customer service needs and expectations thatyou could determine and anticipate throughout service delivery.Q3:You work waiting tables in a crowded, busy restaurant. The maître d’ has just informedyou that a regular customer with a sight impairment is on table 4. Explain five ways youwould look after this customer.Q4: You work at reception in a large hotel. A customer is checking in. According to theircustomer profile, they’re hearing impaired. Describe four ways you would communicatewith this customer.V2.1 -20196
SITXCCS007 ENHANCE CUSTOMER SERVICE EXPERIENCES – Short answerQ5:You work as a tour guide. Your booking sheet says that your next group are fromCambodia and speak very little English. State eight ways you can overcome languagebarriers when dealing with them.Q6:Your hotel is hosting a large international conference. You work in the hotel buffet. Listeight ways to meet customers’ special dietary needs. Q7:How would you respond to the following non-verbal signs from internal and external customers?SlouchingBacking away from youMaking eye contact with you from a distanceQ8:Are the following questions open, closed or reflective?Do you have a loyalty card? What type of holiday are you looking for? You mentioned you’re concerned about how you would get around the resort. Do youhave any specific requirements regarding transport?V2.1 -20197
SITXCCS007 ENHANCE CUSTOMER SERVICE EXPERIENCES – Short answerQ9:Explain five ways to use active listening to develop rapport and facilitate effective two-waycommunication.Q10:List six types of external customers.Q11:List four types of internal customers.Q12:Describe the difference between a product and a service.Q13: List five ways to develop your knowledge so you can advise customers about productsand services which meet their needs.Q14: You should promptly provide products and services which meet individual preferences.This may require you to prioritise. Identify people you might need to give priority to.Q15: You should use your initiative to provide tailored and additional services and productsthrough upselling and offering add-ons. Explain the difference between the two.Add-ons Upselling Q16:List six extras and add-ons you could offer customers.Q17:When should you check the actioning of customer special requests?V2.1 -20198
SITXCCS007 ENHANCE CUSTOMER SERVICE EXPERIENCES – Short answerQ18: Identify four preferences or requests you could remember in order to give personalisedservice and a quality service experience to your customers.