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酒店商务英语
Final Exam
题目详情
简答题
In the service encounter, both the provider and the customer have roles to play in transacting the service. ()
A、正确
B、错误
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简答题
Researches shows that happy employees are 31% more productive and three times more creative than unhappy employees. () A、正确 B、错误
简答题
Rewards and incentives like coupons or special offers can be paired with requests for reviews or other user-generated content to double the customer engagement impact. () A、正确 B、错误
简答题
Assurance is the ability to convey trust and confidence. () A、正确 B、错误
简答题
Degree of Complexity is measured by the number of steps in the service blueprint.
简答题
Too much focus on external recruiting will make employees feel less valued and lead to turnover ( ) A、正确 B、错误
简答题
Before the interview, there is no need for you to print out your resume ( ) A、正确 B、错误
简答题
Generally, an interviewer will ask if you have any questions for them. You do not need to prepare any questions in advance ( ) A、正确 B、错误
简答题
Teaching customers a new role can be facilitated if the transition becomes a logical modification of future behavior. () A、正确 B、错误
简答题
Creating a fun work environment is a way to create positive work culture. () A、正确 B、错误
简答题
Superior skills in customer service is a hotel resource. () A、正确 B、错误
简答题
Facilitating Goods are the material consumed by the buyer or items provided by the consumer. () A、正确 B、错误
简答题
Checkout clerk belongs to the human contact. () A、正确 B、错误
简答题
Start with these metrics to understand where your hotel’s strengths and weaknesses lie, and then brainstorm tactics that can turn weaknesses into strengths. () A、正确 B、错误
简答题
Acceptance of new technology that replaces a human service encounter can take time while customers learn the new script. () A、正确 B、错误
简答题
Financial resources are intangible resources. () A、正确 B、错误
简答题
Delivery system is a managerial design element.
简答题
Price sensitive consumers can choose hostels, motels or living with relatives is one of the threat of substitutes. () A、正确 B、错误
简答题
Make sure everyone is clear about their individual role and if guests do provide negative feedback, share this and ensure your staff understand the impact and how they can improve next time. () A、正确 B、错误
简答题
Ethical customer is one of the customer types. () A、正确 B、错误
简答题
External recruitment will not upset existing employees if internal applicants don’t get the job. ( ) A、正确 B、错误
酒店商务英语
章节列表
Hotel Strategy (1)
20
Hotel Strategy (2)
20
Hotel Marketing
20
Industry Competition
20
Food and Beverages
20
Service Management
20
Hotel Human Resources
20
Final Exam
50
Business Communications
20