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Questions and Answers
What is Marcelo's occupation at the travel agency?
What is Marcelo's occupation at the travel agency?
- Security personnel
- Customer service representative (correct)
- Student of Hospitality and Tourism
- Travel agent
Why did Marcelo choose to attend the new customer first?
Why did Marcelo choose to attend the new customer first?
- He seemed more upset and Marcelo thought attending to him would calm him down (correct)
- The new customer was a regular client and Marcelo wanted to prioritize his needs
- The new customer was more polite than the regular client
- The new customer demanded immediate attention
How did the new customer react when Marcelo couldn't answer his technical questions?
How did the new customer react when Marcelo couldn't answer his technical questions?
- He insulted Marcelo and emphasized his ignorance (correct)
- He apologized for asking difficult questions
- He left the agency without causing any further trouble
- He patiently waited for Marcelo to find the information
Why did Marcelo mention 'company policies' to the new customer?
Why did Marcelo mention 'company policies' to the new customer?
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How did Marcelo handle the situation with the upset new customer in the end?
How did Marcelo handle the situation with the upset new customer in the end?
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