Question 13 “Service provider leans toward a guest when talking to them but does

Question

Question 13 “Service provider leans toward a guest when talking to them but does not invade personal space.” To what personal element does this benchmark most closely relate?

a. Attitude: Body language

b. Guidance

c. Selling skills

d. Attitude: tone of voice

Question 14 “Host communicates with the server to let them know that a guest has been seated in their section.” To what procedural element does this benchmark most closely relate?

a. Communication

b. Incremental flow

c. Customer feedback

d. Anticipation

Question 15 “Servers enthusiastically describe special appetizers and dessert of the day to the guest.” To what personal element does this benchmark most closely relate?

a. Selling skills

b. Attitude: tone of voice

c. Tact

d. Attentiveness

Question 16 Which service management assessment element does the following definition indicate? “The commonly accepted culture within all levels of an organization created by management.”

a. Organizational climate and leadership

b. Quality customer service values

c. Jobs and hiring

d. Training

Explanation / Answer

Question 13

Answer:

a. Attitude: Body language

As the official provider leans toward a guest when talking to them without invading his/her personal space which clearly depicts that it involves an attitude element as it has an involvement of his body into it.

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