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hm 3100 final exam review.
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hm 3100 final exam reviewa point of service at which a customer service is either made or lost is known as -
ANS-moment of truth
Meeting and exceeding the individual expectations of the customer is called: -
ANS-quality customer service
What belief is commonly accepted as being the proper way or method that something is
to be done? - ANS-paradigm
Choose the reason that does not support why "Bad News Travels Fast": -
ANS-customers remember common events
A return customer costs far less to keep than obtaining a new one. - ANS-true
Most businesses should spend less money attracting customers and more effort
retaining the ones that they have. - ANS-true
Some reasons for bad service are acceptable. - ANS-false
Income, age, family status, number of children, and profession are all variables in
state-of-mind segmenting. - ANS-false
One of the benefits of segmenting a market is that a hospitality business can specialize
its marketing efforts to reach given segments. - ANS-true
From the list below, mark the items that are bases of market segmentation. -
ANS--product benefits
-state of being
-product usage
-state of mind
class, race, and gender would all constitute - ANS-demographic variables
From the list below, please mark the research strategies you can use to get to know
your guests' expectations: - ANS-all options are correct
, In general, guests everywhere expect safety, courtesy, a seamless experience, and
efficiency (right price too). - ANS-true
The items below are all components of a setting except: - ANS-price
The process supports the setting and the staff as you deliver quality guest service. The
process is a series of actions strung together to produce an expected/desired result. -
ANS-true
Helping a guest choose a good seat for the show is an example is which type of
service? - ANS-assistance service
Helping a traveler find an alternative flight in bad weather is an example of which type of
service? - ANS-repair service
Remembering a guests' favorite drink of a customer or offering a free upgrade is an
example of which type of service? - ANS-value-added service
Giving something extra to a guest that doesn't cost extra can include personalizing a
service, giving extra attention, recognizing a familiar face, or giving extra help with bags
or the elevator. - ANS-true
The idea of organizing and controlling a theme that is consistent throughout the entirety
of a company is known as brand management. - ANS-true
From the list below, mark only the items that are advantages of self-service: -
ANS-shorter lines, increased processing, increased speed of service, decreased labor
From the list below, mark the item that is not one of the distinctive features of service. -
ANS-portability
Services are distinctively different from products in the composition, production process,
delivery and consumption. - ANS-true
Services are essentially activities not conducted by people, for people, most often and
the presence only of people who deliver this services. - ANS-false
The most distinctive feature of service is its relative intangibility. Service is a
performance, as opposed to an object - it cannot be seen, felt, tasted, or touched as
goods can be. - ANS-true
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