Page 39 - اللغة الإنجليزية

English for Tourism & Hospitality by Prof. Adel AlSheikh 2020/2021

Part (4) MCQ: Circle the letter of the correct answer:
1. Sometimes you can quickly calm an irate
customer by simply ……………….

A. Telling the customer about your policy
B. Listening.
C. Telling them to be quiet.
D. Thinking of how you will respond without paying

attention.

2. Customers are usually upset when they have
which of these problems?
A. Faulty product
B. Inadequate Service.
C. Did not receive the value or benefits promised.
D. All of the answers are correct.

3. Identifying potential problems before they
actually happen is called being ……………..

A. Superstitious.
B. Telepathic.
C. Proactive.

D. Interactive.

4. Customers are more easily satisfied if their
expectations are……………...
A. ignored.

B. threatened.

C. effectively managed.
D. laughed at.

5. In responding to a frustrated customer’s question, it’s a
good idea to immediately offer a……….
A. discount.
B. longer stay.
C. compensation.

D. solution.

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