Name of student:________________________

Unit quiz in tle-9

MULTIPLE CHOICE: Instructions: Select the correct answer from the given choices and write the
corresponding letter of the answer on a separate sheet of paper.

1. Attitude is everything, and a positive attitude goes a long way in providing _________customer
service. a. poor b. excellent c. bad d. diligent
2. An effective way a person needs to communicate with management and guests in equal measure
to ensure that the work is done promptly to the guest satisfaction. a. communication skill b. speech
c. laughter d. education
3. It is a part of communication skill that can make an impression about yourself when you present
something to customers like smiling. a. listening skill b. speech skill c. body language d. emotional
4. It means to recognize the suffering of others then take action to help them with visible expression
of love for those who are suffering. a. empathy b. body language c. listening skill d. compassion
5. It is a personality of a butler or valet that he/she is able to be relied on as honest or truthful. a.
honest b. trustworthy c. loyal d. attentive
6. It is how you can be able to understand and manage your own and others’ emotions. a.
emotional intelligence b. compassionate c. loyal d. honest
7. The essential connection or relationship with someone else individually or in group. a. flexibility
b. honesty c. rapport d. attentive
8. The ability to sense other people’s emotion coupled with ability to imagine what someone else
might be thinking or feeling. a. emotion b. empathy c. rapport d. compassion

9. This means observant, mindful to what he is doing and heedful of the comfort of others. a.
trustworthy b. flexible c. attentive d. loyal
10. It is a personality which shows kindness and concern for others. a. caring b. flexible c.
trustworthy d. loyal
11. A valet is ________if he is anticipating the customers’ needs before they even have to articulate
them. a. helpful b. attentive c. proactive d. respond
12. The Butler and valet should focus _______ on the customer because they are the most integral
part of your business so treat them as the center of your world. a. personalize b. support c. respond
d. listen
13. If you promise something, making sure you deliver on time, it is common-sense customer service.
What does this mean? a. keep your word b. focus support c. attentive d. respond quickly
14. Resolving customer queries as quickly as possible denotes good customer service which means
________. a. respond quickly c. maintain positive attitude b. actively listen d. personalize your
service
15. Demonstrate ________ skills; when you’re on the phone or live chat. a. respond quickly c.
maintain positive attitude b. actively listen d. personalize your service
Instructions: Briefly answer the following questions. Write your answer on a separate sheet of paper
or notebook.

1. Why is rapport important for a valet and butler to build with other people?

2. How do you serve a person or guest if you are the valet or butler?

3.Is behaviour important in building a rapport with others?

4. Does body language contribute to better communication between two or more parties like the
guests and a butler?