Service Excellence MCQs
Service Excellence MCQs
Try to answer these 20+ Service Excellence MCQs and check your understanding of the Service Excellence subject.
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1: Basic guest expectations are the fundamental components of the service experience that guests expect at a _______ .
A. Minimum
B. Maximum
C. Medium
D. None of these
2: Eco-innovations are innovations designed to _______ the environmental impact of people or businesses.
A. Reduce
B. Increase
C. Both a & b
D. None of these
3: The effect that the activities of people and businesses have on the ecological environment is known as _______ .
A. Environmental impact
B. Eco-innovations
C. Basic guest expectations
D. None of these
4: Guest promises tell your customers that you will do for them .
A. True
B. False
5: Incremental innovation is an innovation of an existing service product _________ or organizational form.
A. Process
B. Marketing approach
C. Resource supply
D. ALL of these
6: Which of the techniques is new to the state of the art and is intended to further organizational goals ?
A. Management innovation
B. Environmental impact
C. Basic guest expectations
D. None of these
7: Market niche of one Identifying the _________ of an individual customer, and attempting to fulfill those needs to deliver a personalized service experience.
A. General needs
B. Basic needs
C. Specific needs
D. None of these
8: A totally new innovation that has a significant impact on a market and on the economic activity of firms in that market is known as ________ .
A. Radical innovation
B. Market niche of one
C. Service innovations
D. None of these
9: Service innovations are _________ that, when first offered, create a new service experience for guests.
A. New services
B. Service products
C. Both a & b
D. None of these \
10: Servant leader helps people develop so that they can perform as well as possible.
A. True
B. False
11: Transactional leader is a leader who focuses on _______ .
A. Supervision
B. Policy
C. Performance
D. All of these
12: Transformational leader is a leader that causes _______ to both individuals and the systems within which the leader operates.
A. Minor changes
B. Medium changes
C. Major changes
D. None of these
13: “Wow” elements ________ that make a service experience memorable.
A. Characteristics
B. Qualities
C. Both a & b
D. None of these
14: What are considered to be the three S’s?
A. Strategy, Staffing, Systems
B. Service, Staffing, Strategies
C. Strategy, Service, Strength
D. Staffing, Systems, Service
15: What organization is known to dig deeper into guest preferences?
A. Four Seasons
B. JetBlue Airways
C. Southwest
D. Ritz-Carlton
16: The basic guest expectation characteristics are the ______ but not ______ guest experience aspects organizations must offer.
A. Bare minimum, sufficient
B. Main aspects, all
C. Necessary, extraordinary
D. Necessary, sufficient
17: Which term best describes the characteristics and qualities that make a service experience memorable?
A. Pop factor
B. Exceptional service
C. Quality service management
D. “wow” element
18: According to the book, which of the following is NOT listed as what a “wow” factor needs to be?
A. Expensive
B. Complicated
C. Interesting
D. Elaborate
19: The best organizations also know that the ______ is never ending.
A. Service delivery
B. Service presentation process
C. “wow” factor process
D. Discovery process
20: The challenge for a guestologist acting as a leader is to find, develop, and ______ the service to engage guest on a personal individual basis
A. Encourage
B. Motivate
C. Help
D. Persuade
21: Which of the following is not part of the smart method?
A. Specific
B. Measurable
C. Accurate
D. Time-limited
22: Many hospitality organizations have discovered that some of their best employees are ______.
A. Younger teens who are in high school
B. Older teens who are in college
C. Older individuals who are retired
D. Students who had just graduated college
23: Where can the most highly developed technical applications of guestology be found?
A. Service delivery
B. Systems
C. Servicescape
D. Service product
24: What is the most visible part of the guest experience in hospitality organizations?
A. The food
B. The cleanliness of the restaurant
C. The employees’ attitudes
D. Wait for service
25: Service organizations will increasingly compete by differentiating its ______ or its ______.
A. Pricing and service
B. Service and marketing
C. Service and competitive advantage
D. Target market and price
26: According to the book, which is NOT a known reason how value gets added to guests?
A. Knowledge
B. Skills
C. Abilities
D. Price
27: Which term best describes identifying the specific needs of an induvial customer and attempting to fulfill those needs.
A. Exceptional service
B. Personalized service experience
C. Employee customer interaction
D. Market niche of one
28: Which best describes a transactional leader?
A. A leader with many jobs and traits
B. A leader who focuses on supervision, price, and managing
C. A leader who is focused on supervision, policy, and performance
D. A leader who likes to micromanage the whole group
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