Chicago Taxi Aug.2013 - Pdi
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PDI questions from the final exam.
- 1.
A customer gets into your car angry and in a hurry . He request to be taken to the airport immediately. You respond ..
- A.
In an angry voice, “ What time is your flight and what airline are you traveling on ?”
- B.
“What’s wrong with you, are you sick or something ?”
- C.
You pleasantly respond, “ To which airport would you like me to take you sir ?”
- D.
Will you pay my ticket if I get caught speeding ?
- E.
None of the above
Correct Answer
C. You pleasantly respond, “ To which airport would you like me to take you sir ?”Explanation
The correct answer is "You pleasantly respond, 'To which airport would you like me to take you sir?'" because it demonstrates good customer service skills by responding politely and addressing the customer's request in a professional manner. The other responses either show anger or sarcasm, which would not be appropriate in this situation.Rate this question:
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- 2.
To save on fuel you should turn of your engine when the tai is going to be sitting for at least how long ?
- A.
5 seconds
- B.
10 seconds
- C.
15 seconds
- D.
30 seconds
- E.
45 seconds
Correct Answer
B. 10 secondsExplanation
Turning off the engine when the tail is going to be sitting for at least 10 seconds helps to save fuel. This is because idling the engine for longer periods of time consumes unnecessary fuel. By turning off the engine during longer stops, such as at traffic lights or in traffic, fuel consumption can be reduced, leading to fuel savings.Rate this question:
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- 3.
If a customer complaining that you are driving to fast, what should you do ?
- A.
Tell the customer to put on his/her seatbelt
- B.
Tell them that you are keeping up with the traffic
- C.
Tell them that you are a professional and you know what are you doing
- D.
Apologize to the customer and assure them that you will drive within the speed limit, then be sure to do that
- E.
Ignore the customer and be concerned with reaching the destination on time
Correct Answer
D. Apologize to the customer and assure them that you will drive within the speed limit, then be sure to do thatExplanation
It is important to address customer concerns and prioritize their safety. Apologizing to the customer shows empathy and acknowledges their concern. Assuring them that you will drive within the speed limit demonstrates a commitment to their safety. Following through on this promise is crucial to maintain customer trust and ensure a safe and comfortable journey. Ignoring the customer's complaint or making excuses would not address the issue and may lead to further dissatisfaction.Rate this question:
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- 4.
It is raining outside when an elderly passenger exit your taxi. What should you do that demonstrates good customer service skills ?
- A.
Ask the customer if they would like an umbrella to shield them from the rain, then walk them to the curb or door of their destination
- B.
Tell the customer to have a pleasant day
- C.
Give the customer the weather forecast for the day
- D.
Offer to pick up the customer if she/he needs a ride again
- E.
None of the above are correct
Correct Answer
A. Ask the customer if they would like an umbrella to shield them from the rain, then walk them to the curb or door of their destinationExplanation
To demonstrate good customer service skills in this situation, it is important to show empathy and concern for the customer's well-being. By asking the customer if they would like an umbrella to shield them from the rain and then walking them to the curb or door of their destination, you are going above and beyond to ensure their comfort and safety. This gesture shows that you value their satisfaction and are willing to go the extra mile to provide excellent service.Rate this question:
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- 5.
Choose the items below that show a driver is interested in providing for his/her passenger’s needs …
- A.
Make passengers feel welcome
- B.
Make passengers feel important
- C.
Inquire about the passengers comfort in the taxi
- D.
All of the above
- E.
None are correct
Correct Answer
D. All of the aboveExplanation
The correct answer is "all of the above". This means that all of the items listed - making passengers feel welcome, making passengers feel important, and inquiring about the passengers' comfort in the taxi - show that the driver is interested in providing for his/her passenger's needs.Rate this question:
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- 6.
When people are __________ , they overlook the weakness of their own culture and also judge other culture’s by their own standards.
- A.
Culture struck
- B.
Ethnocentric
- C.
Ethnographic
- D.
Over cultured
- E.
Diverse
Correct Answer
B. EthnocentricExplanation
When people are ethnocentric, they overlook the weakness of their own culture and also judge other culture's by their own standards. Ethnocentrism refers to the belief that one's own culture is superior to others, leading to a biased and judgmental perspective. This mindset can prevent individuals from appreciating the diversity and richness of other cultures, as they are unable to see beyond their own cultural norms and values.Rate this question:
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- 7.
What is the importance of professionalism ?
- A.
To ensure that you’re bad attitude does not matter
- B.
To find your future husband or wife in the taxi industry
- C.
It is good for return business and good customer relations
- D.
A cab driver is not really important to the impression of Chicago
- E.
None of the above
Correct Answer
C. It is good for return business and good customer relationsExplanation
Professionalism is important because it helps in maintaining good customer relations and ensures return business. When a professional approach is adopted, customers feel valued and satisfied with the service they receive. This leads to customer loyalty and positive word-of-mouth, which in turn helps in generating repeat business. By being professional, a cab driver can create a positive impression of the taxi industry and contribute to the overall reputation of the city.Rate this question:
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- 8.
Syed , a new driver, was asked by a customer: “Young man, where are you from ?” Syed immediately jumped into defensive mode an responded : “Why ? Do you think that I am a terrorist ? Why do you ask where I am from ?” Choose the correct statement below regarding Syed’s response to the customer.
- A.
Syed was not respecting the passenger
- B.
Syed was immediately judgmental
- C.
Syed failed to understand cross-cultural sharing
- D.
Syed’s behavior was quite unprofessional
- E.
All the these statements are true
Correct Answer
E. All the these statements are trueExplanation
Syed's response to the customer shows a lack of respect for the passenger, as he immediately jumps to a defensive and accusatory tone without any provocation. His response is also judgmental, assuming that the customer's question is based on a negative stereotype. Additionally, Syed fails to understand the concept of cross-cultural sharing, as he fails to see that the customer's question may simply be out of curiosity or small talk. Overall, his behavior is unprofessional, as he responds in a confrontational and defensive manner instead of maintaining a calm and respectful attitude towards the customer.Rate this question:
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- 9.
A taxi driver _____________ seeks ways to improve service; after all, he/she is doing the best he/she can.
- A.
Always
- B.
Sometimes
- C.
Most of the time
- D.
Never
- E.
None of the above
Correct Answer
A. AlwaysExplanation
A taxi driver always seeks ways to improve service because they understand the importance of providing the best experience for their passengers. They constantly strive to enhance their skills, knowledge, and customer service in order to meet and exceed customer expectations. They are aware that their job is to provide a reliable and efficient transportation service, and they are committed to doing their best at all times.Rate this question:
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- 10.
What does the formula L.A.S.T. represent ?
- A.
Listen, Ask, Solve, Try harder
- B.
Laugh , Apologize, Solve , Thank
- C.
Listen, Answer, Solve, Thank
- D.
Listen, Apologize, Solve , Thank
- E.
Laugh, Ask, Solve, Try again
Correct Answer
D. Listen, Apologize, Solve , ThankExplanation
The formula L.A.S.T. represents the steps to take in a situation. First, it is important to listen to understand the problem or situation. Then, apologize if necessary to acknowledge any mistakes or misunderstandings. Next, solve the problem or find a solution. Finally, express gratitude by thanking the person involved. This formula emphasizes the importance of active listening, taking responsibility, problem-solving, and showing appreciation.Rate this question:
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- 11.
Your image is defined by …
- A.
Staying
- B.
Attention to your appearance
- C.
Attention to the appearance of your vehicle
- D.
Using a hands free cell phone device
- E.
2 and 3 are correct
Correct Answer
E. 2 and 3 are correctExplanation
The correct answer is 2 and 3 are correct. This means that both staying attention to your appearance and attention to the appearance of your vehicle are important factors in defining your image. By taking care of your personal appearance and ensuring that your vehicle is well-maintained and presentable, you can create a positive impression on others and shape how they perceive you. Additionally, using a hands-free cell phone device is also important for maintaining a professional image while driving, as it shows responsibility and respect for safety regulations.Rate this question:
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- 12.
Satisfied visitors/ customers benefit …
- A.
The professional public chauffeur
- B.
Stores
- C.
hotels
- D.
Chicago
- E.
all of the above are correct
Correct Answer
E. all of the above are correctExplanation
The correct answer is "all of the above are correct." This means that satisfied visitors/customers benefit the professional public chauffeur, stores, hotels, and Chicago. In other words, all of these entities experience positive outcomes when their visitors or customers are satisfied.Rate this question:
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- 13.
The following words : age, appearance, income, ethnicity , and work location describes …
- A.
Diversity
- B.
empathy
- C.
Ethnicity
- D.
Dissatisfaction
- E.
Communication
Correct Answer
A. DiversityExplanation
The given words such as age, appearance, income, ethnicity, and work location are all factors that contribute to diversity. Diversity refers to the presence of a variety of different characteristics or qualities within a group or society. In this case, these words describe different aspects of diversity, such as different age groups, physical appearances, income levels, ethnic backgrounds, and work locations.Rate this question:
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- 14.
Examples of body language ( or non-verbal communication) include …
- A.
Crossing fingers
- B.
Thumbs up sign
- C.
Maintaining eye contact
- D.
Winking at the passenger
- E.
All of the above are correct
Correct Answer
E. All of the above are correctExplanation
Body language or non-verbal communication can be expressed through various gestures and actions. Crossing fingers, giving a thumbs up sign, maintaining eye contact, and winking at someone are all examples of body language. Therefore, the correct answer is that all of the above options are correct examples of body language.Rate this question:
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- 15.
There are four elements or parts in every form of communication, and they are ..
- A.
The context /environment
- B.
The receiver
- C.
The sender
- D.
The message
- E.
All of the above are correct
Correct Answer
E. All of the above are correctExplanation
The correct answer is "all of the above are correct" because all of the mentioned elements - context/environment, receiver, sender, and message - are indeed essential components of any form of communication. The context/environment refers to the setting or circumstances in which the communication takes place, the receiver is the person or group receiving the message, the sender is the person or group transmitting the message, and the message is the content being conveyed. All of these elements play a crucial role in effective communication.Rate this question:
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- 16.
Chauffeurs who are excellent at Customer Service possess these qualities …
- A.
A positive attitude and personality
- B.
The inability to broaden and stretch their capacity
- C.
The ability to cope with change and remain flexible
- D.
Enjoy working with and/for others
- E.
1, 3 , and 4 are correct
Correct Answer
E. 1, 3 , and 4 are correctExplanation
Chauffeurs who are excellent at customer service should have a positive attitude and personality, as this helps in creating a friendly and welcoming environment for the customers. They should also possess the ability to cope with change and remain flexible, as the nature of their job may require them to adapt to different situations and client preferences. Additionally, enjoying working with and for others is important for providing a pleasant and satisfactory experience to the customers. Therefore, options 1, 3, and 4 are correct as they encompass the qualities necessary for excellent customer service in chauffeurs.Rate this question:
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- 17.
It is ALWAYS a good idea to …
- A.
Drive as fast as possible
- B.
Ask your customer question about what they might like (radio station, heat/air condition, etc.)
- C.
Ask your customer for permission (example: Do you mind if I take an alternate route ?)
- D.
Find out why they need a ride
- E.
2 and 3 are correct
Correct Answer
E. 2 and 3 are correctExplanation
Asking the customer questions about their preferences and asking for their permission are both good ideas because they help to ensure a positive and comfortable experience for the customer. By asking about their preferences, such as their preferred radio station or temperature settings, the driver can cater to their needs and make the ride more enjoyable. Asking for permission, such as taking an alternate route, shows respect for the customer's preferences and allows them to have some control over the journey. Therefore, options 2 and 3 are both correct.Rate this question:
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- 18.
Why is it important to ask open questions ?
- A.
So your passenger won’t be quiet
- B.
To draw out ideas and feelings
- C.
To encourage elaboration of needs and/or problems
- D.
To ensure a good trip
- E.
2 and 3 are correct
Correct Answer
E. 2 and 3 are correctExplanation
Asking open questions is important because it helps to draw out ideas and feelings from the person being questioned. Open questions allow for more detailed and thoughtful responses, encouraging the person to elaborate on their needs and/or problems. This can lead to a better understanding of the situation and more effective problem-solving. Additionally, open questions promote meaningful conversation and engagement, ensuring a more productive and satisfying interaction.Rate this question:
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- 19.
Driving or parking in a bike line in Chicago when not making a turn, picking up or dropping off fares can result in a _______ fine.
- A.
$100.00
- B.
$150.00
- C.
$175.00
- D.
$200.00
- E.
5. None of the above
Correct Answer
B. $150.00Explanation
Driving or parking in a bike lane in Chicago when not making a turn, picking up or dropping off fares can result in a $150.00 fine.Rate this question:
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- 20.
Which is NOT a passenger need ?
- A.
The need to feel welcome
- B.
The need to feel uncomfortable during the trip
- C.
The need to feel important during the trip
- D.
The need to be appreciated by the driver
- E.
None of the above
Correct Answer
B. The need to feel uncomfortable during the tripExplanation
The need to feel uncomfortable during the trip is not a passenger need because passengers generally want to feel comfortable and relaxed during their journey. Feeling uncomfortable is not a desirable experience for passengers and does not align with their needs and expectations.Rate this question:
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- 21.
Why is communication so important in the taxi business ?
- A.
To know about your customer’s culture
- B.
To make sure your customer is comfortable
- C.
To improve a pleasant experience for your customer
- D.
To assure your passenger gets to the correct destination
- E.
To make sure your customer knows you are a safe driver
Correct Answer
D. To assure your passenger gets to the correct destinationExplanation
Communication is important in the taxi business to ensure that the passenger reaches the correct destination. By effectively communicating with the passenger, the taxi driver can confirm the intended destination, clarify any potential confusion or misunderstandings, and provide necessary directions or instructions during the journey. This helps to avoid any unnecessary detours or wrong turns, ensuring a smooth and efficient transportation experience for the passenger.Rate this question:
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- 22.
According to the video : “The Difficult Guest” there are three types of guests …
- A.
The Disruptive Guest, the Humble Guest and the Uninvited Guest
- B.
The Disruptive Guest, the Distracted Guest and the Disappointed Guest
- C.
The Happy Guest, the Friendly Guest and the Disappointed Guest
- D.
The Disruptive Guest, the Friendly Guest and the Tired Guest
- E.
None of the above
Correct Answer
B. The Disruptive Guest, the Distracted Guest and the Disappointed Guest -
- 23.
Which of the following is a major DON’T of exceptional customer service ?
- A.
I’m sorry
- B.
I’ll try my best
- C.
Can I help you ?
- D.
That’s not my job
- E.
Where are you going ?
Correct Answer
D. That’s not my jobExplanation
The major DON'T of exceptional customer service is saying "That's not my job." This response indicates a lack of willingness to assist the customer and implies that their request is not important. Exceptional customer service involves going above and beyond to meet the needs of the customer, regardless of whether or not it falls within one's specific job responsibilities.Rate this question:
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- 24.
The statement: “Cab drivers always drive recklessly if it means being first to pick up a fare” is an example of …
- A.
The truth
- B.
The opinion of all customers
- C.
Racism
- D.
A stereotype
- E.
None of the above
Correct Answer
D. A stereotypeExplanation
The statement "Cab drivers always drive recklessly if it means being first to pick up a fare" is an example of a stereotype. A stereotype is a widely held but oversimplified and generalized belief or idea about a particular group or thing. In this case, the statement assumes that all cab drivers drive recklessly if it means being first to pick up a fare, which is an unfair and inaccurate generalization.Rate this question:
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- 25.
The primary goal in serving customers is …
- A.
Their money
- B.
Their warmth
- C.
Their friendship
- D.
their service and happy arrival
- E.
Their satisfaction and eventual return business
Correct Answer
E. Their satisfaction and eventual return businessExplanation
The primary goal in serving customers is their satisfaction and eventual return business. This means that the main objective of serving customers is to ensure that they are happy with the product or service provided and that they have a positive experience. By achieving customer satisfaction, businesses increase the likelihood of customers returning in the future, which can lead to repeat business and long-term success.Rate this question:
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May 05, 2023Quiz Edited by
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Aug 07, 2013Quiz Created by
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