Question 1

10pts

When you receive your monthly guest service scores for your venue and you've earned 92% Excellent Scores for the prior month you should do which of the following?

Group of answer choices

call a staff meeting and celebrate

nothing but re-evaluate and learn how you could have moved the other 8% to rate you higher

nothing at all; guest service between 70% and 99% is about the same

contact your owner and ask for an immediate raise in salary

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Question 2

10pts

Almost all dissatisfied guests complain.

Group of answer choices

True

False

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Question 3

10pts

About 13 to 16 guests out of every 100 arepurposefullyout to scam us and get something for free.

Group of answer choices

True

False

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Question 4

10pts

Guest Expectations + ______________ = Guest Satisfaction

Group of answer choices

ambiance

anticipated value

perceived value

associate friendliness

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Question 5

10pts

Service is?

Group of answer choices

meeting and exceeding guest expectations

meeting the needs of your guests

creating a memorable experience

creating an informative and hassle-free environment

all of the above are parts of the definition of service

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Question 6

10pts

Any episode in which the guest forms an impression or mental note of your service or product may be termed?

Group of answer choices

a moment of truth

an instant of perception

a psychological footprint

none of the above is correct

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Question 7

10pts

If you solve a guest problem efficiently, quickly, and delightfully...that guest may be evenmorelikely to use your product or service again than if he or she ever had a problem in the first place.

Group of answer choices

True

False

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Question 8

10pts

Everything about the quality of guest service is determined by?

Group of answer choices

the owner

the general manager

the brand

the guest

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Question 9

10pts

Dr. Ricci gave two examples ofexcellence in guest servicefrom which organizations?

Group of answer choices

Walt Disney World, Universal Studios

Publix, Pet Supermarket

Publix, JetBlue

Marriott, Hilton

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Question 10

10pts

It isonlylikely for a guest to receive outstanding service at luxury brands. That's why Ritz-Carlton, Mandarin Oriental, Four Seasons, and others are the best at what they do.

Group of answer choices

True

False