Customer Experience Touchpoints Quiz
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Questions and Answers

Which of the following are considered the 6 Touchpoints in customer experience?

  • Transportation, Arrival/welcoming, Accommodation, Dining, Shopping, Bid Goodbye (correct)
  • Product Development, Marketing, Customer Service, Billing, Delivery, Feedback
  • Branding, Community Engagement, User Experience, Technical Support, Upselling, Cross-selling
  • Sales, Training, Research, Innovation, Quality Control, Event Management

    • Match the definitions for Service Spirit and Hospitality Spirit:

    Service Spirit = To do something EXTRA to make guest's experience memorable Hospitality Spirit = Our PASSION to give pleasure to others

    'provide goods and services for' and 'be of assistance to.' What is the term that best describes this action?

  • Assistance
  • Help
  • Service (correct)
  • Support

    • Identify wether the situation is Service Spirit (SS) or Hospitality Spirit (HS)

    <p>A hotel staff member goes out of their way to remember a guest's name and preferences, making their stay personalized and pleasant. = Hospitality Spirit (HS) A barista offers a complimentary drink when a customer's order is delayed, showing attentiveness to their waiting time. = Service Spirit (SS) A restaurant manager organizes a special surprise for a couple celebrating their anniversary, ensuring they have a memorable dining experience. = Hospitality Spirit (HS) A retail worker helps a shopper find the perfect outfit, providing genuine and thoughtful suggestions. = Service Spirit (SS)</p> Signup and view all the answers

    What does the term 'Moment of Truth' refer to in the hospitality industry?

    <p>The point of interaction between a guest and an associate.</p> Signup and view all the answers

    Match the Definitions of Hospitality, differ in the origin words

    <h1>HOSPITARE = Latin word, meaning to “receive as a guest”. HOSPICE = French word, meaning “to provide care/shelter for travelers”</h1> <p>=</p> Signup and view all the answers

    Hospitality is the act of providing food, beverages, and lodging to travelers. Primarily focused on? (Select all that Apply)

    <p>It focuses on receiving, welcoming, and catering the needs of people.</p> Signup and view all the answers

    What is the symbol for hospitality, recognized for representing friendliness, warmth, and graciousness?

    <p>Pineapple</p> Signup and view all the answers

    Which of the following statements about the Hospitality and Tourism Industry are correct? (Select 3 that apply)

    <p>Largest and fastest growing industries.</p> Signup and view all the answers

    Which of the following characteristics are true about the hospitality industry? (Select all that apply)

    <p>Hospitality operations run 365 days a year, 24 hours a day.</p> Signup and view all the answers

    Match the following roles in customer service to their descriptions:

    <p>Front of the House = Directly involved in operations and service delivery, interacting with guests. Back of the House = Behind the scenes with no direct contact with guests.</p> Signup and view all the answers

    Identify whether the following roles are part of the Front of the House or Back of the House:

    <p>Bellman = Front of the House Concierge = Front of the House Purchasing Manager = Back of the House Dishwasher = Back of the House</p> Signup and view all the answers

    Which of the following segments are included in the scope of the hospitality industry?

    <p>Food and Beverage Segment, Lodging Segment, Travel and Tourism</p> Signup and view all the answers

    The hospitality industry provides a wide array of opportunities and can have jobs in almost all places.

    <p>True</p> Signup and view all the answers

    Working in the hospitality industry offers advantages such as the ability to travel, an excellent working environment, ample opportunities for people of all ages, and being a people-oriented profession.

    <p>True</p> Signup and view all the answers

    Which of the following are disadvantages of working in the hospitality industry? (Select all that apply)

    <p>Odd and long hours of work.</p> Signup and view all the answers

    The word Tourism is derived from the Hebrew word 'torah' which means [blank]

    <p>studying, learning, and searching.</p> Signup and view all the answers

    What historical period is considered the beginning of modern tourism?

    <p>17th century in Western Europe</p> Signup and view all the answers

    Which of the following statements best defines tourism?

    <p>Tourism is spending time away from home for recreation, relaxation, and pleasure, utilizing commercial services.</p> Signup and view all the answers

    According to Goeldner and Richie, what is tourism?

    <p>The processes, activities, and outcomes arising from relationships and interactions among tourists, tourism suppliers, and the surrounding environment that involve attracting and hosting visitors.</p> Signup and view all the answers

    What is the relationship between Tourism and Hospitality?

    <p>Tourism affects Hospitality; Hospitality affects Tourism</p> Signup and view all the answers

    Hospitality and Tourism can be separated.

    <p>False</p> Signup and view all the answers

    What is the definition of a tourist according to the League of Nations in 1937?

    <p>A person who visits a country other than their own for at least 24 hours.</p> Signup and view all the answers

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