Customer service UNIT 2 Exam Questions with
Verified 100% Correct Answers | Guaranteed A+
What is a customer - ✔✔Someone who buys or is interested in your product or
service and therefore has the right to ask and expect an employee to provide a service
as part of their job role. In the t&t industry the organizations have to deal with 2 types
of customers (external and internal)
What are external customers - ✔✔The organizations users or visitors .
How are external customers classified or segmented - ✔✔- individuals
- Groups(different ages ,culture groups,educational groups,special interest groups)
- families
-foreign visitors with different Language and cultural differences
- people with specific needs : eg people with mobility and access difficulties,sensory
difficulties,visitors with special dietary requirements)
Why do external customers contact or visit an organization? - ✔✔Because it can
provide something they need.
Some organizations provide for a wide variety of customers because they supply what
most customers need an airport terminal ,airport ,restaurant.
Other organizations provide for only a specific segment (group ) of people because they
only provide products and services that appeal to a certain group.( conference Centre -
business delegates j
What is Maslow hierarchy of needs - ✔✔Is used to describe the need and experience
of travelers and their host communities.
This is use to provide Ana's insight into what motivates an external customer to travel
and their behavior.
,This wasn't set up by Maslow for the tourism organization in particular.
What is the order of Maslow hierarchy of human needs - ✔✔1^ ( physiological
needs)food , water ,shelter
2^ (safety and security) health, family ,social stability
3^ ( love and belonging) friendship,sense of connection
4^ (self esteem )confidence,achievement,respect for others
5^( self actualization )spontaneity,experience purpose
How does the model ( Maslow hierarchy) relate to tourists needs .
1^ physiological - ✔✔Tourist needs
- tour package that offered frequent rest stops
- easy access to food outlets in malls
-accommodation strategic location
2^ safety and security - ✔✔- cruise ships providing doctors
- well trained tour guide in exotic and unfamiliar places
3^social and belonging - ✔✔- group tours with people having similar interests
- trips to explore ones ancestral roots
4^ esteem - ✔✔- elite status gold card on airlines
- Flowers , chocolates rewards to guests
- Incentive travel rewards for using a company multiple time
, 5^ self actualisation - ✔✔-Educational tours
- learning the language + studying the culture of another country prior to travel
- activities providing educational info and about cultures
How does the model work - ✔✔Once each level is satisfied the external customer
moves to the next level
Problem with using this model - ✔✔- not all the needs on that level need to be met in
order to go onto the next level
- wasn't made the the travel and tourism industry in particular
What is segmentation - ✔✔To divide a market place into parts or segments
Why do organizations segment their external customers by age - ✔✔Because there
are differences between the generations and one may require something that the
others don't vice versa
These segments are divided into :
a) baby boomers (1944-1960)
b) generations x (1960- 1980)
c) generations y ( 1980-2000)
Characteristics of BABY BOOMERS - ✔✔'Getting older ,thinking younger"
Born ( 1944- 1960)
- like being treated as individuals,not as a group
- emphasis on health and fitness
- brand loyalty,prefer traditional purchasing methods
Verified 100% Correct Answers | Guaranteed A+
What is a customer - ✔✔Someone who buys or is interested in your product or
service and therefore has the right to ask and expect an employee to provide a service
as part of their job role. In the t&t industry the organizations have to deal with 2 types
of customers (external and internal)
What are external customers - ✔✔The organizations users or visitors .
How are external customers classified or segmented - ✔✔- individuals
- Groups(different ages ,culture groups,educational groups,special interest groups)
- families
-foreign visitors with different Language and cultural differences
- people with specific needs : eg people with mobility and access difficulties,sensory
difficulties,visitors with special dietary requirements)
Why do external customers contact or visit an organization? - ✔✔Because it can
provide something they need.
Some organizations provide for a wide variety of customers because they supply what
most customers need an airport terminal ,airport ,restaurant.
Other organizations provide for only a specific segment (group ) of people because they
only provide products and services that appeal to a certain group.( conference Centre -
business delegates j
What is Maslow hierarchy of needs - ✔✔Is used to describe the need and experience
of travelers and their host communities.
This is use to provide Ana's insight into what motivates an external customer to travel
and their behavior.
,This wasn't set up by Maslow for the tourism organization in particular.
What is the order of Maslow hierarchy of human needs - ✔✔1^ ( physiological
needs)food , water ,shelter
2^ (safety and security) health, family ,social stability
3^ ( love and belonging) friendship,sense of connection
4^ (self esteem )confidence,achievement,respect for others
5^( self actualization )spontaneity,experience purpose
How does the model ( Maslow hierarchy) relate to tourists needs .
1^ physiological - ✔✔Tourist needs
- tour package that offered frequent rest stops
- easy access to food outlets in malls
-accommodation strategic location
2^ safety and security - ✔✔- cruise ships providing doctors
- well trained tour guide in exotic and unfamiliar places
3^social and belonging - ✔✔- group tours with people having similar interests
- trips to explore ones ancestral roots
4^ esteem - ✔✔- elite status gold card on airlines
- Flowers , chocolates rewards to guests
- Incentive travel rewards for using a company multiple time
, 5^ self actualisation - ✔✔-Educational tours
- learning the language + studying the culture of another country prior to travel
- activities providing educational info and about cultures
How does the model work - ✔✔Once each level is satisfied the external customer
moves to the next level
Problem with using this model - ✔✔- not all the needs on that level need to be met in
order to go onto the next level
- wasn't made the the travel and tourism industry in particular
What is segmentation - ✔✔To divide a market place into parts or segments
Why do organizations segment their external customers by age - ✔✔Because there
are differences between the generations and one may require something that the
others don't vice versa
These segments are divided into :
a) baby boomers (1944-1960)
b) generations x (1960- 1980)
c) generations y ( 1980-2000)
Characteristics of BABY BOOMERS - ✔✔'Getting older ,thinking younger"
Born ( 1944- 1960)
- like being treated as individuals,not as a group
- emphasis on health and fitness
- brand loyalty,prefer traditional purchasing methods
