Guest Relations Executive MCQs (Chapterwise Multiple Choice Questions)

What should be done with an irate customer after they have vented out and explained their situation?

Ask them to call back later when they have calmed down.

Express empathy.

Put them on hold and pass them onto a manager.

Issue them a refund regardless of the problem.

Answer & Explanation

Correct Answer: Express empathy.

Note: This Question is unanswered, help us to find answer for this one

Choose the most grammatically correct statement.

It would have been more better if you brought your family along.

I am thinking to buy a new house.

I have the opportunity to pursue my degree in London

My five-years-old son loves to paint.

Answer & Explanation

Correct Answer: I have the opportunity to pursue my degree in London

Note: This Question is unanswered, help us to find answer for this one

Which of the following represents a typical American breakfast as served in a hotel?

Fried bread, eggs, black pudding, bacon; also hamburgers.

Donuts and coffee.

Choice of donuts, bagels, fruit, coffee and orange juice; also a cooked breakfast of eggs, bacon, 'link' sausages, pancakes and French toast.

German potato salad, scones, rolls, tea with milk.

Blini with sour cream or milk.

Answer & Explanation

Correct Answer: Choice of donuts, bagels, fruit, coffee and orange juice; also a cooked breakfast of eggs, bacon, 'link' sausages, pancakes and French toast.

Note: This Question is unanswered, help us to find answer for this one

Indicate the wrongly spelt word from the following.

Austere

Cautious

Destinned

Deliberate

Answer & Explanation

Correct Answer: Destinned

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How important is consistency while offering customer service to different people?

Not important - Customers only know what they experience and can not compare the service they get with that offered to others.

Very important - Customers expect a consistent level of service when dealing with a company.

Important only for large companies, not for small ones.

Important only for small firms since they rely on customer referrals.

Answer & Explanation

Correct Answer: Very important - Customers expect a consistent level of service when dealing with a company.

Note: This Question is unanswered, help us to find answer for this one

Which of the following would be the best thing to say to an irate customer?

Please call back later

I'll have to ask my manager to approve what you are asking for.

I can see why you feel that way.

Why didn't you buy a competitor's product.

Answer & Explanation

Correct Answer: I can see why you feel that way.

Note: This Question is unanswered, help us to find answer for this one

What is the importance of customer oriented goodwill?

It allows for cheaper resolutions to customer conflict.

It is a good substitute for good customer service.

It allows the management to measure how well customer service is being performed.

It puts the company ahead of the competitors in respect of customer service

Answer & Explanation

Correct Answer: It puts the company ahead of the competitors in respect of customer service

Note: This Question is unanswered, help us to find answer for this one

You are required to call a guest to confirm his arrival. Which of the following should you keep handy while making the call?

A call recorder

A pen and notepad

Your hotel's instructions manual

All of the above

Answer & Explanation

Correct Answer: A pen and notepad

Note: This Question is unanswered, help us to find answer for this one

You unintentionally hurt the sentiments of a co-worker belonging to another country. What is the best way to make up?

Do nothing and let time pass. Time, after all, is the biggest healer.

Do nothing because there was no intention to hurt.

Walk up to the person and say you are sorry. There was no intention to hurt.

Ask another co-worker, who you are friends with, to pass on your apologies to the hurt person.

Answer & Explanation

Correct Answer: Walk up to the person and say you are sorry. There was no intention to hurt.

Note: This Question is unanswered, help us to find answer for this one

What is the first step in mollifying a customer who has received bad service?

Ask the customer what the problem is.

Try to offer him/her something for free to pacify him/her.

Ask him/her to submit a complaint first.

Express regrets and promise to provide better service in future.

Answer & Explanation

Correct Answer: Express regrets and promise to provide better service in future.

Note: This Question is unanswered, help us to find answer for this one

Guest Relations Executive Quick Quiz

Poor Results!

You need a lot of improvement.

Just don't give up!

Correct Answers: 0/10

Start Practicing with our MCQs given below.