Question 1

When a couple buys a package wedding and the sales person invites them to taste the menu items, this is:&#10;A) Suggestive selling&#10;B) Informational selling&#10;C) Benefit selling&#10;D) Top-down selling

Accepted Answer

D

Question 2

When handling complaints, the phase of determining options involves:&#10;A) Understanding policies and procedures&#10;B) Listening to the problem&#10;C) Avoiding escalation&#10;D) Following up

Accepted Answer

Determining options for resolving a complaint involves understanding the policies and procedures that can be applied to address the issue at hand.

Question 3

Special needs guests include:&#10;A) Friends and family of the customer&#10;B) People with religious requirements for eating and drinking&#10;C) People who do not respond to the invitation&#10;D) People who decline their invitation

Accepted Answer

Special needs guests include individuals who have specific dietary restrictions or requirements due to their religious beliefs. This can affect their choices in eating and drinking, and it's important for hosts to be aware of and accommodate these needs. Choices A, C, and D do not specifically refer to guests with special needs in the context of requiring special accommodations.

Question 4

External customers in the event environment include:&#10;A) Visitors, guests, delegates, attendees, audience&#10;B) Anyone who has paid for a ticket&#10;C) The media&#10;D) Local council

Accepted Answer

External customers in the event environment include visitors, guests, delegates, attendees, and audience.

Question 5

In the event environment, which of the following is an example of an internal customer?&#10;A) Supplier&#10;B) Exhibitor&#10;C) Visitor&#10;D) Audience

Accepted Answer

The answer of In the event environment, which of the...

Question 6

Event registration for a conference, performed by a specialist organisation, is a service to which of the following?&#10;A) The conference organiser&#10;B) The conference organiser and the delegates&#10;C) The venue&#10;D) The stage manager

Accepted Answer

Event registration for a conference serves both the conference organiser and the delegates. The organiser benefits from efficient management and coordination of attendee information, while the delegates experience a streamlined process for joining the event.

Question 7

Teamwork specifically in the event environment is different to that in most long-life businesses because:&#10;A) The team is diverse&#10;B) The team is diverse and temporary&#10;C) People don't respect differences&#10;D) Some members don't speak English

Accepted Answer

Teamwork in the event environment is often characterized by the diversity and temporary nature of the team, as events are typically short-term projects that bring together people from various backgrounds for a limited period.

Question 8

Being proactive in providing customers with information involves which of the following?&#10;A) Providing event information&#10;B) Being active in greeting guests&#10;C) Acting on requests for information&#10;D) Thinking ahead about the client's needs

Accepted Answer

Being proactive involves anticipating and addressing the client's needs before they have to ask, which is what thinking ahead about the client's needs entails.

Question 9

Escalating a problem means:&#10;A) Challenging the customer's viewpoint&#10;B) Being proactive&#10;C) Acting on the information&#10;D) Taking the issue to a higher level in the organisation

Accepted Answer

Escalating a problem involves taking the issue to a higher level within the organization to seek resolution, especially when it cannot be resolved at the current level of service or support.

Question 10

Customers (end users) in the event environment are provided with services from which of the following?&#10;A) Paid staff, contractors/service providers and volunteers&#10;B) Paid staff, contractors/service providers/venue staff and volunteers&#10;C) Sponsors&#10;D) Spectator services staff

Accepted Answer

Customers in the event environment are provided services by a combination of paid staff, contractors or service providers (which can include venue staff), and volunteers. This comprehensive approach ensures that all aspects of the event are managed effectively, from logistics and operations to customer service.

Deck 2: Enhance Customer Service Experiences