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酒店商务英语
Industry Competition
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简答题
CRM includes improving customer satisfaction and maximize profits by identifying the most profitable customers and providing them with the highest level of service. ()
A、正确
B、错误
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简答题
Responsiveness means to perform promised service dependably and accurately. () A、正确 B、错误
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Creating a fun work environment is a way to create positive work culture. () A、正确 B、错误
简答题
Each customer contact is called a moment of truth. () A、正确 B、错误
简答题
Teamwork is one of the ingredients for service quality. () A、正确 B、错误
简答题
With self-service, guests will not expect personalized suggestions, up-sells, and promotions throughout their stay at your hotel. () A、正确 B、错误
简答题
Empathy is part of service quality. () A、正确 B、错误
简答题
Assurance is the ability to convey trust and confidence. () A、正确 B、错误
简答题
Give rewards, recognition, and share results will help build a positive work culture. () A、正确 B、错误
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Understanding and identifying customer needs are not important for CRM. () A、正确 B、错误
简答题
Make sure everyone is clear about their individual role and if guests do provide negative feedback, share this and ensure your staff understand the impact and how they can improve next time. () A、正确 B、错误
简答题
At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. () A、正确 B、错误
简答题
Happy employees have led to a 12% increase in a hotel’s profitability. () A、正确 B、错误
简答题
Your staff cannot get very frustrated when they feel like they’re being held back. () A、正确 B、错误
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Researches shows that happy employees are 31% more productive and three times more creative than unhappy employees. () A、正确 B、错误
简答题
Self-service should be seen as a step towards the dehumanization of hospitality. () A、正确 B、错误
简答题
A service recovery is satisfying a previously dissatisfied customers and making them loyal customers. () A、正确 B、错误
简答题
CRM includes methodologies, software, and Internet capabilities that help an enterprise to manage its relationships in an organized way. () A、正确 B、错误
简答题
CRM stands for customer relationship management. () A、正确 B、错误
简答题
CRM stands for cost revenue management. () A、正确 B、错误
酒店商务英语
章节列表
Hotel Strategy (1)
20
Hotel Strategy (2)
20
Hotel Marketing
20
Industry Competition
20
Food and Beverages
20
Service Management
20
Hotel Human Resources
20
Final Exam
50
Business Communications
20