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1. “Service provider leans toward a guest when talking to them but does not invade personal space.” To what personal element does this benchmark most closely relate?
a. Attitude: Body language
b. Guidance
c. Selling skills
d. Attitude: tone of voice
2. “Host communicates with the server to let them know that a guest has been seated in their section.” To what procedural element does this benchmark most closely relate?
a. Communication
b. Incremental flow
c. Customer feedback
d. Anticipation
3. “Servers enthusiastically describe special appetizers and dessert of the day to the guest.” To what personal element does this benchmark most closely relate?
a. Selling skills
b. Attitude: tone of voice
c. Tact
d. Attentiveness
4. Which service management assessment element does the following definition indicate? “The commonly accepted culture within all levels of an organization created by management.”
a. Organizational climate and leadership
b. Quality customer service values
c. Jobs and hiring
d. Training
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