1. What is the theme of this episode? \n
A. Building rapport with conversations (Correct answer) \n
B. Understanding different types of complaints and the respective handling strategies \n
C. Applying different communication skills on different customers\n
D. Understanding the methods of mediation\n
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2. Which of the followings is not appropriate in responding to a customer placing many demanding orders? \n
A. Jot down the customer's requirements clearly, and repeat the requirements if necessary (Restatement) \n
B. Reject in a polite way to avoid endless demands (Correct answer)\n
C. Be patient and listen carefully \n
D. Try to be accommodating whenever possible\n
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3. Which of the followings is the most appropriate way to deal with a customer taking pictures in the dining area that disturb other customers aside? \n
A. Immediately block the lens to prevent others being captured\n
B. Make sure there is a "No filming" signage posted within the restaurant area \n
C. Seriously inform the customer that the relevant act has violated the laws of Macao \n
D. Gently communicate with the customers. If possible, have the shooting re-arranged at a suitable time; if not, seek the customers’ understanding by explaining the reason to the customer clearly and gently. (Correct answer)\n
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4. To avoiding confrontations with customers, which of the followings is not an appropriate way of communication? \n
A. Understand others’ needs and try to see and speak from their perspectives\n
B. Speak gently and show goodwill to extend the olive branch\n
C. Reiterate by repeating key points for three times, make sure others fully understand (Correct answer) \n
D. Try the best to solve problems and display a professional service attitude of “willing to help”\n
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5. Which of the following communication skills of building rapport is not mentioned in the video? \n
A. Listen carefully and make others feel¬ being respected \n
B. Stand firm for what you think is right, reiterate by repeating key points for three times (Correct answer) \n
C. Seek common ground while reserving differences \n
D. Put yourself in others’ shoes\n
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6. In the video, the store manager demonstrates the skill of "active listening" while the customer complains. Which of the followings is not included in the film? \n
A. Put on a smile \n
B. Lean forward \n
C. Keep clarifying his own standpoint and opinions (Correct answer) \n
D. Nod to show understanding \n
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7. Which of the followings is not a way to speak from others’ point of view? \n
A. "All seats are full!" (Correct answer) \n
B. "If you are in hurry, here are some suitable packages to choose from." \n
C. "If you want it economical, we have these options for you." \n
D. "If you would like to have a safer choice, we suggest you choose from the following combos." \n
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8. What does "seeking common ground while reserving differences" mean? \n
A. Understand that different people have different thinking \n
B. Try to find common ground and start a conversation on mutual agreement. (Correct answer)\n
C. Never reject, try to meet every need of others, even calling black WHITE\n
D. None of the above \n
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9. Which of the following statements does not fit in the meaning of " put yourself in others’ shoes"? \n
A. See from others’ perspective and think from a different angle\n
B. Fully understand and try to fulfill others’ needs \n
C. Repeatedly explain our difficulties to the customers, hoping that they can understand (Correct answer) \n
D. Change the perspective and communicate in a way that others can understand \n
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10. In handling complaints, the aims of "building rapport" does not necessarily include which of the followings? \n
A. Deal with emotions first, and then things. Await the customer cool down for better communication results\n
B. Avoid "confrontations" with the customers, handle the grievances and pacify the customers\n
C. Show goodwill, try to provide appropriate solutions, display a professional service attitude of “willing to help” \n
D. Fully resolve the problem immediately and ensure that the complaint is settled satisfactorily (Correct answer)\n