Customer Service Exam 1 Questions &
Answers (Grade A+)
What refers to any episode in which a customer comes into contact
with any aspect of the organization and gets an impression of the
quality of its service? -
correct answer ✅Moment of Truth
What helps customers be more forgiving of minor mistakes and feel
comfortable about providing feedback? -
correct answer ✅Creating positive moments of truth
How does management determine what standards define positive
moments of truth? -
correct answer ✅Ask questions to determine what customers are
expecting
How will employees be able to meet standards that provide
positive moments of truth? -
correct answer ✅Management develops and conducts training
and assessment
In the input-output relationship, what is the role of the server who
places the guest order with the kitchen? -
correct answer ✅Internal Customer
,Customer Service Exam 1 Questions &
Answers (Grade A+)
When providing high-quality customer service, which customer is
the most important? -
correct answer ✅Internal and external customers are equally
important
How can a server affect the quality of the product served? -
correct answer ✅Wrong temperature through poor timing,
miscommunicated request, or failure to deliver accompaniment
What refers to the difference between what customers get when
they buy a product or service and what they pay to get it? -
correct answer ✅Value
Why would even the most loyal customers dine at another
restaurant? -
correct answer ✅Variety and convenience of that location
Two fast-casual Mexican theme restaurants offer freshly prepared,
value-conscious food with counter service. One offers a salsa bar
with a dozen unique choices including pineapple-jalapeño,
avocado-wasabi, and peach-mango as well as more traditional
tomato-based classic and tomatillo. What is the taco bar's salsa bar
, Customer Service Exam 1 Questions &
Answers (Grade A+)
referred to as, in comparison with the other Mexican restaurant? -
correct answer ✅Competitive point of difference
If word of mouth is one of the most effective or instrumental
means of advertising, how much more important is customer-
centric service in the age of technology? -
correct answer ✅More so, as social media has exploded the
impact
What impact would high-quality customer service have on
employee turnover? -
correct answer ✅It will be less, as fewer complaints, stress, and
higher statisfaction
How can suggestive selling be a way of enhancing service rather
than a challenge to providing it? -
correct answer ✅Guest perception of having value of experience
improved is the key
What refers to the characteristic of service that cannot be seen,
touched, or held before or after it is experienced? -
correct answer ✅Intangible
Answers (Grade A+)
What refers to any episode in which a customer comes into contact
with any aspect of the organization and gets an impression of the
quality of its service? -
correct answer ✅Moment of Truth
What helps customers be more forgiving of minor mistakes and feel
comfortable about providing feedback? -
correct answer ✅Creating positive moments of truth
How does management determine what standards define positive
moments of truth? -
correct answer ✅Ask questions to determine what customers are
expecting
How will employees be able to meet standards that provide
positive moments of truth? -
correct answer ✅Management develops and conducts training
and assessment
In the input-output relationship, what is the role of the server who
places the guest order with the kitchen? -
correct answer ✅Internal Customer
,Customer Service Exam 1 Questions &
Answers (Grade A+)
When providing high-quality customer service, which customer is
the most important? -
correct answer ✅Internal and external customers are equally
important
How can a server affect the quality of the product served? -
correct answer ✅Wrong temperature through poor timing,
miscommunicated request, or failure to deliver accompaniment
What refers to the difference between what customers get when
they buy a product or service and what they pay to get it? -
correct answer ✅Value
Why would even the most loyal customers dine at another
restaurant? -
correct answer ✅Variety and convenience of that location
Two fast-casual Mexican theme restaurants offer freshly prepared,
value-conscious food with counter service. One offers a salsa bar
with a dozen unique choices including pineapple-jalapeño,
avocado-wasabi, and peach-mango as well as more traditional
tomato-based classic and tomatillo. What is the taco bar's salsa bar
, Customer Service Exam 1 Questions &
Answers (Grade A+)
referred to as, in comparison with the other Mexican restaurant? -
correct answer ✅Competitive point of difference
If word of mouth is one of the most effective or instrumental
means of advertising, how much more important is customer-
centric service in the age of technology? -
correct answer ✅More so, as social media has exploded the
impact
What impact would high-quality customer service have on
employee turnover? -
correct answer ✅It will be less, as fewer complaints, stress, and
higher statisfaction
How can suggestive selling be a way of enhancing service rather
than a challenge to providing it? -
correct answer ✅Guest perception of having value of experience
improved is the key
What refers to the characteristic of service that cannot be seen,
touched, or held before or after it is experienced? -
correct answer ✅Intangible
