Diploma In Front Office Management

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Diploma In Front Office Management

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How can customer service representatives create a personalized experience for customers?

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What is the purpose of effective time management in sales?

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Sally wants to send out company fliers to all the car accessories suppliers in the Ang Mo Kio area. Which of the following directories should she look at?

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What is the best way to handle an angry customer?

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What is the primary goal of objection handling in sales?

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Reports, suggestions, appeals, grievances, etc is example of_________.

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Which of the following is not an attribute of a GOOD receptionist?

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What is the best approach to handle a customer who wants a refund for a non-refundable product?

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Which skill is essential for active listening during customer interactions?

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Which of the following is an essential skill for hotel managers?

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Good interpersonal skill is required in which of the following circumstance?

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Sally works as a receptionist. She receives the following instruction at 0900 am in the morning. Which of the following is the most important?

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Encoding is....

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Which of the following is a key component of successful sales skills?

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What does RevPAR stand for in hotel management?

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Which department is responsible for welcoming guests, handling check-ins, and check-outs?

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Inter-departmental committee meeting is an example of__________.

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Communication of policies, procedures and programmes is exampleof_________.

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Exchange of messages through spoken words is_________.

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Which communication channel is best suited for handling complex customer issues?

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In India Star Rating of hotels is given by a central government committee known as

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What is the purpose of a sales presentation?

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Lectures, group discussions, interviews, social gatheringsare examples   of_____.

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Which sales skill involves identifying and capitalizing on opportunities to upsell or cross-sell?

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Letters, circulars, memos, bulletin, manuals, reports are example of________.

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Which sales skill involves persuading potential customers to make a purchase?

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Personal Communication is when

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Which sales skill involves identifying and understanding customer needs?

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communication that flows from superior to subordinates is________.

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Which of the following is an example of an open-ended question?

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What does ADR stand for in hotel management?

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What do you need to be an effective worker?

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IHHA Stands for

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You work as a receptionist in Batlow Shipping Pte Ltd. Why is the receptionist role important to the company?

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Decoding is....

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Which of the following is NOT a responsibility of hotel management?

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What is the term for the process of setting competitive room rates to maximize revenue?

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The problems in communication channels are known as______.

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What does OTA stand for in the hotel industry?

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Intrapersonal

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What is the term for the practice of offering personalized services to VIP guests?

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What is the main goal of hotel marketing?

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HAI Stands for

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What does it mean to “under promise and overdeliver” in customer service?

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What does SLA stand for in the context of customer service?

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What is the term used for measuring customer satisfaction after an interaction with customer service?

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Which sales skill refers to the ability to effectively communicate with customers?

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What does hotel management primarily focus on?

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Rumours and gossips are_________.

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Which department is responsible for cleaning and maintaining guest rooms?

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What is the primary objective of sales prospecting?

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When your text says that interpersonal communication can be thought of as a constellation of behaviours, it means that:

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An office worker can obtain internal information from?

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Another name for interpersonal communication is:

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Informal communication is commonly known as ________.

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What is the primary role of a hotel’s General Manager (GM)?

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Which of the following does not belong in a receptionist area?

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What is the primary goal of customer service?

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What does CRM stand for in the context of customer service?

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Relational Communication