Assessment Score
Attempt Score: 15.00 out of a possible 15.00 (100.0%)
Assessment Score: 15.00 out of a possible 15.00 (100.0%)
Assessment Time: 49 minutes

Question 1:
According to research noted in this module, people who experience poor service...
Type:
Multiple Choice
Points awarded:
1.00 / 1.00
Your answer(s):
•tell more people about it than they tell when they experience good service

Question 2:
The time of day, which specific employees are “on duty” and the setting and physical layout of the business, weather conditions, and even what other guests are present – can make a difference in the perceived service level (for better or worse) – this is evidence of the _____________ of service.
Type:
Multiple Choice
Points awarded:
1.00 / 1.00
Your answer(s):
•variability

Question 3:
Unoccupied hotel rooms from last night or empty restaurant seats at lunch yesterday represent lost revenue to hospitality businesses. This is evidence of the ______________ of service.
Type:
Multiple Choice
Points awarded:
1.00 / 1.00
Your answer(s):
•perishability

Question 4:
The demeanor of the person providing service matters – what they look like, smell like, and sound like can make or break the customer’s perception of the service – this is evidence of the _____________ of service.
Type:
Multiple Choice
Points awarded:
1.00 / 1.00
Your answer(s):
•inseparability

Question 5:
Which of the following is an example of a moment of truth?
Type:
Multiple Choice
Points awarded:
1.00 / 1.00
Your answer(s):
•all of the other answers are examples of moments of truth

Question 6:
The amount of money a guest will generate over the length of their relationship with a business is known as that guest’s...
Type:
Multiple Choice
Points awarded:
1.00 / 1.00
Your answer(s):
•lifetime value

Question 7:
What was the name of the pet bulldog mentioned in this module?
Type:
Multiple Choice
Points awarded:
1.00 / 1.00
Your answer(s):
•Chauncey

Question 8:
Intangibility, perishability, inseparability, and variability
Type:
Multiple Choice
Points awarded:
1.00 / 1.00
Your answer(s):
•are the elemental characteristics of service

Question 9:
According to research noted in this module, about what percentage of people who experience a problem with a business will complain to a manager of the business?
Type:
Multiple Choice
Points awarded:
1.00 / 1.00
Your answer(s):
•5%

Question 10:
According to the module reading, which of the following acronyms is useful when a service employee is faced with a guest complaint?
Type:
Multiple Choice
Points awarded:
1.00 / 1.00
Your answer(s):
•LEARN

Question 11:
Which of the following would a restaurant owner/manager need to know to estimate the lifetime value of a guest?
Type:
Multiple Choice
Points awarded:
1.00 / 1.00
Your answer(s):
•the average purchase per guest/visit

Question 12:
According to research noted in this module, an average customer’s willingness to complain
Type:
Multiple Choice
Points awarded:
1.00 / 1.00
Your answer(s):
•varies based on the type of problem/issue they experience

Question 13:
Any episode during which a person comes into contact with any aspect of an organization and forms an impression of the quality of that organization’s service is
Type:
Multiple Choice
Points awarded:
1.00 / 1.00
Your answer(s):
•a moment of truth

Question 14:
According to research noted in this module, about what proportion of people who experience a problem with a business will complain to a front line/customer contact employee of the business?
Type:
Multiple Choice
Points awarded:
1.00 / 1.00
Your answer(s):
•half

Question 15:
Those who are hired by business owners/managers to anonymously pose as guests who test the business’s service and report back to the owner/manager on what they experience are known as?
Type:
Multiple Choice
Points awarded:
1.00 /