1. What is the theme of this episode? \n
A. Applying different communication skills on different customers (Correct answer)\n
B. Application, concept and mode of mediation \n
C. Techniques for handling grievances and soothing emotions of customers\n
D. Managing the communication skills of mediation \n
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2. Which of the following statements is not appropriate when communicating with different types of customers? \n
A. Understand that different customers have different characteristics, preferences, and needs \n
B. Frontline staff need to apply appropriate communication methods on different customers \n
C. The way of communication should be different from one another \n
D. Frontline staff should treat customers equally and communicate with customers in the same way (Correct answer)\n
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3. How should frontline staff be prepared to serve different kinds of customers effectively?\n
A. Familiar with work: Be well-equipped and always provide appropriate suggestions to customers \n
B. Observe with details: Understand customers’ needs by good observation \n
C. Response flexibly: Adjust communication methods for different customers \n
D. All of the above (Correct answer) \n
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4. Which of the following statements is not appropriate if the client is having difficulties in hearing?\n
A. Talk to customers "face to face" whenever possible*: help them to understand by literally reading your lips, together with body languages\n
B. Do not speak up: avoid being mistaken as having a bad attitude (Correct answer)\n
C. Speak slowly and explain patiently \n
D. Speak up, but do it with a gentle tone, better with a smile*.\n
* Remarks: Restricted option during the mask-wearing period, better supplemented with other methods instead\n
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5. In dealing with customers’ special requests that involve additional charges, which of the following actions is not appropriate? \n
A. To reduce misunderstanding, explain the charges well before the order is placed \n
B. If possible, clearly specify the charges on the menu \n
C. To avoid unnecessary embarrassment, do not mention the charges when the order is placed (Correct answer) \n
D. When mentioning the charges, the tone of voice should be moderate and better not to stress excessively\n
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6. Which of the followings is not appropriate in serving a customer in a rush? \n
A. Enthusiastically provide customers the most detailed product recommendations (Correct answer)\n
B. Speak precisely and concisely \n
C. Key points come first\n
D. Act fast, be responsive to customers’ needs \n
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7. When taking the order for an unfamiliar female customer, what is the proper way of greeting*? \n
A. "What do you want to eat, pretty girl?" \n
B. "Sis! What would you like to eat?" \n
C. "May I take your order, madam?" (Correct answer*)"\n
D. Guest……what would you like to eat?" \n
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*Remarks: As local context applies, answers might differ when we speak in Cantonese/ English. \n
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8. Which of the followings is not appropriate when handling a customer being slow in giving responses?\n
A. Speak more slowly and be patient throughout the communication \n
B. Repeat the conversation whenever necessary, ensure that the customer can hear clearly \n
C. Allow the customer to have enough time to read the menu thoroughly and take the order when the customer shows that he/ she’s ready\n
D. Suggest the customer choosing from the most popular set menu (Correct answer)\n
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9. What is the better way to handle different customers with different characteristics? \n
A. Carefully observe the customers' body language \n
B. Pay more attention to customers' responses\n
C. Exchange ideas with colleagues to grasp more hints on the characteristics of regular customers and the communication cues\n
D. All of the above (Correct answer)\n
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10. In the video, what is the new staff’s biggest communication problem when facing different customers? \n
A. Enthusiastically recommending restaurant packages \n
B. Specify the package options \n
C. Not paying attention to the characteristics and needs of different customers (Correct answer) \n
D. Calling customer "pretty girl" \n