IOP Assignment 2 – Quiz Answers
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1. Which of the following is correct?
Answer: c. Customer value = Benefit – cost
2. Peter called Sea Breeze Hotel to make a reservation for his weekend
getaway. Unfortunately, nobody answered the phone. He then left a detailed
voice mail message about the date and time of his planned arrival. On Friday,
Peter packed his bags and went to the hotel. Which advantage of voicemail is
illustrated in this scenario?
Answer: d. There is a guarantee that the message will be delivered
3. “The tourism industry is a highly competitive industry. Tourism is
internationally accepted as one of the world’s fastest-growing industries. As
global competition for tourists becomes more and more intense, South Africa
must stay abreast of the latest trends, events and techniques”. Which force
impacting tourism does the scenario describe?
Answer: c. Direct and indirect competition
4. Smiling at the customer as he or she approaches the front desk, make direct
eye contact and say, “Good evening”, is an example of a ______?
Answer: c. Personal contact standard
, 5. The offices, corridors, counters and any place else that may be sending
customers a message relates to the _________________ when designing
service systems.
Answer: d. service setting
6. Two related factors that merit special consideration when formulating a
service strategy are______________?
Answer: b. Company’s service niche and customers' needs
7. With regards to personal space in non-verbal communication, which zone
creates the privacy necessary for a confidential discussion while maintaining a
safe and comfortable distance between a customer-contact employee and the
customer?
Answer: a. Professional zone
8. Searching for ways in which the heterogeneous holiday markets can be
categorised into groups of consumers that are as homogeneous as possible is
called?
Answer: a. Market segmentation
9. True or False? A mission statement for a company should be lengthy and
detailed to cover all aspects of the organisation's operations.
Answer: b. FALSE
10. Considering non-verbal communication, what may mean one thing to an
American could mean something completely different to an Arabian or
Chinese person. A wave, a smile or a simple touch can be interpreted
differently depending on the person’s culture. This is an example of
_________________
Answer: c. body language
Compiled by Thato – EduSuluSions
WhatsApp: 071 580 1422
1. Which of the following is correct?
Answer: c. Customer value = Benefit – cost
2. Peter called Sea Breeze Hotel to make a reservation for his weekend
getaway. Unfortunately, nobody answered the phone. He then left a detailed
voice mail message about the date and time of his planned arrival. On Friday,
Peter packed his bags and went to the hotel. Which advantage of voicemail is
illustrated in this scenario?
Answer: d. There is a guarantee that the message will be delivered
3. “The tourism industry is a highly competitive industry. Tourism is
internationally accepted as one of the world’s fastest-growing industries. As
global competition for tourists becomes more and more intense, South Africa
must stay abreast of the latest trends, events and techniques”. Which force
impacting tourism does the scenario describe?
Answer: c. Direct and indirect competition
4. Smiling at the customer as he or she approaches the front desk, make direct
eye contact and say, “Good evening”, is an example of a ______?
Answer: c. Personal contact standard
, 5. The offices, corridors, counters and any place else that may be sending
customers a message relates to the _________________ when designing
service systems.
Answer: d. service setting
6. Two related factors that merit special consideration when formulating a
service strategy are______________?
Answer: b. Company’s service niche and customers' needs
7. With regards to personal space in non-verbal communication, which zone
creates the privacy necessary for a confidential discussion while maintaining a
safe and comfortable distance between a customer-contact employee and the
customer?
Answer: a. Professional zone
8. Searching for ways in which the heterogeneous holiday markets can be
categorised into groups of consumers that are as homogeneous as possible is
called?
Answer: a. Market segmentation
9. True or False? A mission statement for a company should be lengthy and
detailed to cover all aspects of the organisation's operations.
Answer: b. FALSE
10. Considering non-verbal communication, what may mean one thing to an
American could mean something completely different to an Arabian or
Chinese person. A wave, a smile or a simple touch can be interpreted
differently depending on the person’s culture. This is an example of
_________________
Answer: c. body language
