1. Which of the following statements is incorrect?
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Correct Answer:
As a senior member of the cabin crew, one must occasionally scold an errant junior to maintain supremacy.
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2. Referring to a customer by his/her name
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Correct Answer:
Is a good idea because people like to be recognized and this creates a sense of loyalty.
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3. As a professional flight attendant, which of the following would you mark as an incorrect statement regarding a customer?
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Correct Answer:
A customer and an airline depend equally on each other.
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4. Customer care, as a service, is:
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Correct Answer:
Totally intangible.
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5. Which of the following is true for the cabin crew?
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Correct Answer:
Politeness is an essential quality of the cabin crew.
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6. A customer complains about the poor quality of salad offered to him in lunch. As a cabin crew member you would:
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Correct Answer:
Sincerely listen to him as if he were a personal friend.
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7. While offering assistance to a customer:
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Correct Answer:
Make only those assurances that you can deliver.
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8. While engaging in a conversation with a passenger:
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Correct Answer:
Ask relevant question; this will help you know exactly what he wants and give him the sense that you are serious about assisting him.
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9. When a customer comes to you with a query:
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Correct Answer:
Your mind should be occupied only with handling his issue.
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10. A passenger complains about poor air-conditioning in the airplane. You know there is nothing wrong with the air-conditioning because other passengers are comfortable in their seats. What would you do?
Answer
Correct Answer:
No matter how silly his complaint, do not ignore it. Listen to it with total sincerity.
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11. Which of the following is correct about alcohol consumption?
Answer
Correct Answer:
Cabin crew must not consume alcohol during duty.
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12. State whether true or false. Female flight attendants should always wear a nice, strong perfume.
Answer
Correct Answer:
False
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13. Which of the following is/are correct?
Answer
Correct Answer:
Proper etiquette demands of a cabin crew member to maintain composure under all situations.
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14. You are required to send a customer to another service point/department. You would:
Answer
Correct Answer:
Give directions to that service point/department.
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15. A famous judge of your country supreme court is on your flight. His name is A. K. Roy. You would address him as:
Answer
Correct Answer:
Justice Roy
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16. During night stops:
Answer
Correct Answer:
Cabin crew members are not allowed to wear shorts, mini-skirts and patched jeans.
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17. A passenger has been ogling at one of your colleagues, and after a few drink he passes a lewd comment at her. You would
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Correct Answer:
Not lose your temper or use offensive language.
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18. A passenger who is unable to fasten his seat belt:
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Correct Answer:
Need not wait to call you; you must go to help him if you think he needs your help.
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19. A passenger complains of a gravy stain on his seat. You know it is because before he boarded the plane, that seat was occupied by a child with limited table manners. You would:
Answer
Correct Answer:
None of the above.
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20. The requisite etiquette for cabin crew members entail that in order to render superior customer service, cabin crew:
Answer
Correct Answer:
Must strictly stay away from health hazards such as smoking and consuming alcohol.
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21. Which of the following adjectives does not define a good flight attendant?
Answer
Correct Answer:
Snooty
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22. After you greet a customer
Answer
Correct Answer:
Pause for his response.
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23. While interacting with colleagues and subordinates:
Answer
Correct Answer:
Always point out when somebody has provided superior customer service; nothing encourages as praise in public.
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24. A passenger asks for a cup of Jamaican coffee and you assure to bring it within 10 minutes. However, you are unable to locate in the pantry the ingredients to prepare this item. What would you do?
Answer
Correct Answer:
You must honour the deadline of 10 minutes, and not keep him waiting beyond that time period. Therefore, go to him and inform him of the scenario. Ask him if he would like to change his order or wait till you locate the ingredients.
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25. While staying in hotels or guest houses:
Answer
Correct Answer:
None of the above.
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26. If a passenger points out a mistake you made:
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Correct Answer:
Admit your mistake, and accept the responsibility for making amends.
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27. While talking to a passenger:
Answer
Correct Answer:
A cabin crew member must be gentle, formal and speak only as much as is required.
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28. Which of the following may not always be a good thing to do while answering a passenger query?
Answer
Correct Answer:
Maintaining a constant smile.
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29. Which of the following is correct about smoking etiquette?
Answer
Correct Answer:
Cabin crew must not smoke inside the aircraft.
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30. Which of the following is false?
Answer
Correct Answer:
A cabin crew member's initial response in any situation should be to apologize.
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31. Which of the following is true?
Answer
Correct Answer:
Cabin crew must be considerate towards passengers who do not understand languages other than their mother tongue.
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32. Elton John, the famous singer who is bestowed with knighthood, is on your flight. How would you address him?
Answer
Correct Answer:
Sir Elton
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33. While in frontline operations, it is improper to do the following in the presence of customers:
Answer
Correct Answer:
Yawning
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34. Complete the following statement with the most appropriate option. Sitting or standing at an angle that faces away from a person at the time of a group discussion _________________
Answer
Correct Answer:
seems rude and conveys that you desire to leave the discussion.
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35. Which of the following is correct?
Answer
Correct Answer:
Cabin crew members must always maintain a dignified distance from a passenger; the inside of an airplane may not offer enough space to always stick to fixed, prescribed distance.
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36. A frequent flier is on your flight. You know him very well. You would
Answer
Correct Answer:
Acknowledge him as a frequent flier, but do not get too friendly with him, especially in front of other passengers. It is advisable to maintain formality in all situations.
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37. Which of the following is to be strictly avoided by the cabin crew while serving passengers?
Answer
Correct Answer:
Chewing gum and not offering it to passengers.
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38. Which of the following is incorrect about cabin crews baggage?
Answer
Correct Answer:
It is advisable to use CREW tags. However, it is not mandatory to do so.
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39. A customer requests for some information that you think will take a considerable amount of time to procure. Which of the following you must not do in this case?
Answer
Correct Answer:
Offer him a discount coupon for his next flight with your airline.
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40. An irate passenger calls you a highly paid waitress with no intelligence. You would:
Answer
Correct Answer:
Tackle the issue calmly. You must take pride in your profession and a tasteless remark from an irate passenger should not impact you.
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Airline Flight Attendant Training MCQs | Topic-wise