Section 6.2—Quiz: Relationship Selling

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Questions: 9 | Attempts: 119 | Updated: Jul 22, 2024

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Section 6.2—Quiz: Relationship Selling

Questions and Answers

1.

Rina is preparing a three-ring binder for the front desk that includes city maps, brochures for major attractions in the areas, and fact sheets about local tourist spots. She has also budgeted to send all of her concierge staff to a local concert hall next month. In what area is she helping her employees become better at relationship selling?
- A.
  
  Knowing the property
- B.
  
  Knowing the area
- C.
  
  Interacting with guests
- D.
  
  Handling complaints
Correct Answer
B. Knowing the area

Explanation
Rina is helping her employees become better at relationship selling by providing them with city maps, brochures for major attractions, and fact sheets about local tourist spots. This shows that she wants her employees to have a good knowledge of the area, which will enable them to provide valuable information and recommendations to guests. By knowing the area well, the employees can establish a stronger connection with the guests and enhance their selling skills by promoting local attractions and activities.

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2.

James is planning how to train his employees so that they know more about the property. All of the following activities could help him achieve that objective, EXCEPT:
- A.
  
  Providing employees with free tickets to area events.
- B.
  
  Allowing servers to sample menu items.
- C.
  
  Having front desk agents spend a night at the hotel.
- D.
  
  Giving all employees a tour of the property.
Correct Answer
A. Providing employees with free tickets to area events.

Explanation
Providing employees with free tickets to area events may not directly contribute to their knowledge about the property. While this activity could be beneficial for team building or employee morale, it does not specifically focus on increasing their understanding of the property. On the other hand, allowing servers to sample menu items, having front desk agents spend a night at the hotel, and giving all employees a tour of the property are all activities that can enhance their knowledge and familiarity with the property.

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3.

All of the following can help employees learn and use guest names, EXCEPT:
- A.
  
  Computerized telephone systems.
- B.
  
  Luggage tags.
- C.
  
  Log of guest names in order of arrival.
- D.
  
  Restaurant reservations.
Correct Answer
C. Log of guest names in order of arrival.

Explanation
The log of guest names in order of arrival can actually help employees learn and use guest names. By keeping a record of the names in the order they arrive, employees can easily refer to the log to address guests by their names. Therefore, the correct answer is not valid.

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4.

How can an angry guest be transformed into a loyal one?
- A.
  
  By convincing him or her that the problem doesn’t exist
- B.
  
  By promising to solve the guest’s problem
- C.
  
  By handling the complaint efficiently and patiently
- D.
  
  By doing all of the above
Correct Answer
C. By handling the complaint efficiently and patiently

Explanation
An angry guest can be transformed into a loyal one by handling their complaint efficiently and patiently. This means actively listening to their concerns, addressing the issue promptly, and providing a satisfactory resolution. By doing so, the guest feels heard, valued, and respected, which can turn their negative experience into a positive one. This level of customer service can build trust and loyalty, as the guest sees that their concerns are taken seriously and that the establishment is committed to providing a positive experience.

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5.

Building better guest relationships begins with gaining information about guests.
- A.
  
  T
- B.
  
  F
Correct Answer
A. T

Explanation
Building better guest relationships does indeed begin with gaining information about guests. By gathering information such as their preferences, needs, and feedback, businesses can personalize their interactions and provide a more tailored experience. This information can also be used to anticipate and meet guests' expectations, leading to increased satisfaction and loyalty. Therefore, the statement is true.

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6.

It is typically harder to draw new guests to a hotel than to hold on to current customers.
- A.
  
  T
- B.
  
  F
Correct Answer
A. T

Explanation
Drawing new guests to a hotel is typically harder than retaining current customers because attracting new customers requires marketing efforts, advertising, and promotions to create awareness and interest in the hotel. On the other hand, retaining current customers involves providing excellent service, maintaining customer satisfaction, and building customer loyalty. It is generally more challenging to convince someone to try a new hotel and establish trust compared to keeping existing customers who are already familiar with the hotel's quality and offerings.

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7.

Relationship selling means getting to know someone so you can coerce them into buying a hotel product or service.
- A.
  
  T
- B.
  
  F
Correct Answer
B. F

Explanation
Relationship selling is not about coercing or manipulating someone into buying a product or service. Instead, it focuses on building strong, long-term relationships with customers by understanding their needs and providing personalized solutions. The goal is to create trust and loyalty, rather than using force or manipulation to make a sale.

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8.

Most returning guests are suspicious when hotel staff provide favorite items on their next visit.
- A.
  
  T
- B.
  
  F
Correct Answer
B. F

Explanation
Returning guests are not suspicious when hotel staff provide favorite items on their next visit.

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9.

Almost every hotel can provide useful information about guest preferences and needs.
- A.
  
  T
- B.
  
  F
Correct Answer
A. T

Explanation
This statement implies that most hotels have the ability to gather and store information about their guests' preferences and needs. This information can be useful for the hotel to personalize the guest's experience, anticipate their needs, and provide better service. Therefore, the statement is true.

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Current Version
Jul 22, 2024

Quiz Edited by
ProProfs Editorial Team
Apr 25, 2008

Quiz Created by
Aoht

Section 6.2—quiz: Relationship Selling

James is planning how to train his employees so that they know more about the property. All of the following activities could help him achieve that objective, EXCEPT:

All of the following can help employees learn and use guest names, EXCEPT:

How can an angry guest be transformed into a loyal one?

Building better guest relationships begins with gaining information about guests.

It is typically harder to draw new guests to a hotel than to hold on to current customers.

Relationship selling means getting to know someone so you can coerce them into buying a hotel product or service.

Most returning guests are suspicious when hotel staff provide favorite items on their next visit.

Almost every hotel can provide useful information about guest preferences and needs.