1. What is the first step in delivering excellent customer service?

• A. Handling complaints

• B. Identifying customer needs

• C. Offering discounts

• D. Completing the sale

2. Which of the following is considered a verbal communication skill?

• A. Eye contact

• B. Active listening

• C. Smiling

• D. Personal grooming

3. Which term refers to a customer’s perception of how well a product or service meets
expectations?

• A. Brand loyalty

• B. Customer satisfaction

• C. Sales conversion

• D. Customer retention

4. Non-verbal communication includes:

• A. Written emails

• B. Tone of voice

• C. Body language

• D. Call scripts

5. Which of the following best represents empathy in customer service?

• A. Ignoring complaints

• B. Agreeing with the customer

• C. Understanding and acknowledging the customer’s feelings

• D. Giving free gifts

• A. Selling a cheaper alternative

• B. Suggesting related products

• C. Giving free items

• D. Apologizing for poor service

7. What is the purpose of follow-up in customer service?

• A. Increase workload

• B. Confirm customer satisfaction

• C. Gather personal information

• D. Sell competitor services

8. A travel agent offers a hotel upgrade. This is an example of:

• A. Complaint handling

• B. Upselling

• C. Discounting

• D. Delaying service

9. Why is cultural awareness important in serving travel customers?

• A. To offer cheaper services

• B. To prevent misunderstandings

• C. To avoid upselling

• D. To follow legal requirements

10. A customer asks for help booking a cruise. You:

• A. Say you are too busy

• B. Tell them to come later

• C. Politely assist and offer recommendations

• D. Refer them to another company

• A. Speaking quickly

• B. Multitasking during the call

• C. Using the customer’s name and speaking clearly

• D. Eating while talking

12. The best way to handle a difficult customer is to:

• A. Raise your voice

• B. Stay calm and listen actively

• C. End the conversation quickly

• D. Argue your point

13. A customer is unhappy with a missed flight. What should you do first?

• A. Blame the airline

• B. Offer a refund immediately

• C. Listen to their concerns

• D. End the call politely

14. Which skill is most useful in understanding what the customer wants?

• A. Guessing

• B. Active listening

• C. Reading body language only

• D. Talking more

15. A customer complains about hidden charges. You should:

• A. Apologize and clarify the charges

• B. Ignore it

• C. Say “That’s not my job”

• D. Get angry
16. The goal of upselling is to:

• A. Annoy customers

• B. Increase product value for the customer

• C. Lower expectations

• D. End the conversation quickly

17. A smile in customer service:

• A. Can be heard over the phone

• B. Is not important

• C. Should be avoided

• D. Is only for in-person contact

18. What does CRM stand for?

• A. Customer Request Management

• B. Customer Relationship Management

• C. Client Response Manual

• D. Call Resolution Management

19. A customer asks for a destination you've never heard of. You should:

• A. Ignore the request

• B. Say “I don’t know”

• C. Research the destination and follow up

• D. Redirect the question

20. What is the primary goal of handling complaints effectively?

• A. Deflect blame

• B. Retain the customer

• C. Get through the day

• D. Avoid refunds
21. The best way to begin a customer interaction is by:

• A. Asking for personal details

• B. Greeting with a smile and introducing yourself

• C. Offering a discount

• D. Talking about your day

22. Which of these is NOT a good customer service practice?

• A. Personalizing service

• B. Listening attentively

• C. Interrupting the customer

• D. Following up

23. A language barrier can be overcome by:

• A. Speaking louder

• B. Using simple language and visuals

• C. Ignoring the issue

• D. Asking someone else to handle it

24. What is the most important part of closing a sale?

• A. Saying “goodbye”

• B. Thanking the customer and confirming the service

• C. Asking for feedback

• D. Offering more discounts

25. A loyal customer brings in a referral. You should:

• A. Offer a thank-you and excellent service

• B. Ignore the referral

• C. Focus only on the new customer

• D. Sell the same product again

• A. Making promises you can’t keep

• B. Providing accurate information

• C. Avoiding difficult questions

• D. Talking a lot

27. What’s a common cause of customer dissatisfaction?

• A. Too many options

• B. Lack of clear communication

• C. Long travel times

• D. Seasonal changes

28. How should you handle last-minute changes in a booking?

• A. Refuse to help

• B. Blame the system

• C. Assist promptly and offer alternatives

• D. Charge extra without notice

29. What is the benefit of product knowledge in customer service?

• A. Allows faster service

• B. Reduces need for communication

• C. Increases complaints

• D. Limits sales

30. Which is most appropriate when responding to an email inquiry?

• A. Wait for a few days

• B. Respond with accurate information quickly

• C. Call the customer instead

• D. Forward it without reading

• A. Competing with colleagues

• B. Blaming others

• C. Open communication

• D. Avoiding collaboration

32. Which travel customer need is emotional rather than physical?

• A. Transportation

• B. Comfort

• C. Feeling valued

• D. Hotel accommodation

33. The most appropriate way to apologize is:

• A. “Sorry you feel that way.”

• B. “I’m sorry this happened. Let’s fix it.”

• C. “It’s not our fault.”

• D. “We don’t usually have this issue.”

34. What should you do if a customer asks a question you can’t answer?

• A. Make up an answer

• B. Say “I don’t know” and walk away

• C. Say you’ll find out and follow up

• D. Ignore the question

35. A customer is visibly upset. Your body language should show:

• A. Annoyance

• B. Indifference

• C. Calmness and attentiveness

• D. Tension
36. If you don’t know the local customs of a visitor, you should:

• A. Assume they’re like everyone else

• B. Be respectful and ask if needed

• C. Ignore them

• D. Laugh it off

37. What is the best way to keep customer records secure?

• A. Share only with colleagues

• B. Keep them confidential and follow data policies

• C. Post them on the board

• D. Send them via personal email

38. A travel service feedback form should include:

• A. Only contact info

• B. Ratings and suggestions

• C. Employee salaries

• D. Nothing personal

39. A benefit of team meetings in customer service is:

• A. Reduces staff

• B. Increases confusion

• C. Improves communication and service

• D. Delays work

40. An example of a travel product is:

• A. Friendly service

• B. A guided city tour

• C. Office furniture

• D. Customer complaints
41. To show genuine interest in a customer, you should:

• A. Ask irrelevant questions

• B. Offer your opinion first

• C. Ask relevant questions about their needs

• D. Sell without inquiry

42. The term "customer loyalty" means:

• A. Frequent complaints

• B. Regular repeat business

• C. Free services

• D. Employee support

43. The best way to handle multiple customers at once is to:

• A. Ignore the others

• B. Serve the first, acknowledge others politely

• C. Ask them all to wait

• D. Let them serve themselves

44. What is the most appropriate closing phrase for a service interaction?

• A. “Next!”

• B. “See you whenever.”

• C. “Thank you for choosing us. Have a great day!”

• D. “Goodbye now.”

45. An example of effective time management is:

• A. Serving everyone at once

• B. Prioritizing urgent tasks

• C. Taking long breaks

• D. Ignoring deadlines
46. When greeting a customer from another culture, it is important to:

• A. Avoid eye contact

• B. Mimic their accent

• C. Be respectful and observant

• D. Joke immediately

47. Which of these shows active listening?

• A. Interrupting often

• B. Nodding and summarizing

• C. Avoiding eye contact

• D. Changing the topic

48. What is the purpose of asking open-ended questions?

• A. Get short answers

• B. Start arguments

• C. Encourage detailed responses

• D. End the conversation

49. What is the most important attitude for a customer service professional?

• A. Passive

• B. Indifferent

• C. Positive and helpful

• D. Silent

50. Which customer feedback is most useful?

• A. Negative only

• B. Positive only

• C. Honest and constructive

• D. Feedback from friends only

• A. It shortens the conversation

• B. It builds rapport and personalization

• C. It delays service

• D. It makes the agent feel important

52. Which method is most appropriate to calm an angry customer?

• A. Interrupting

• B. Listening, staying calm, and offering solutions

• C. Matching their tone

• D. Ending the call

53. An internal customer is:

• A. A competitor

• B. A travel supplier

• C. A co-worker or colleague

• D. A walk-in client

54. When should you offer a travel insurance option?

• A. Only if the customer asks

• B. At the end of the transaction

• C. During the sales process

• D. Never

55. What is one way to exceed customer expectations?

• A. Do only what is asked

• B. Offer a free meal

• C. Provide prompt service with added value

• D. Avoid eye contact

• A. Ignore the customer

• B. Offer a suitable alternative

• C. Cancel the transaction

• D. Tell them to look online

57. Effective complaint resolution leads to:

• A. More complaints

• B. Increased customer loyalty

• C. Refunds

• D. Negative reviews

58. What does it mean to personalize service?

• A. Treat all customers the same

• B. Use the same greeting for everyone

• C. Tailor the experience to the individual

• D. Ignore preferences

59. Why is documenting complaints important?

• A. For legal action

• B. For training and service improvement

• C. To file against the customer

• D. To delay response

60. A customer’s first impression is most influenced by:

• A. Price

• B. Company reputation

• C. Initial greeting and appearance

• D. Background music
61. What’s the best response to “This is too expensive”?

• A. “That’s not my fault.”

• B. “Let me show you the value you’re getting.”

• C. “It’s not negotiable.”

• D. “You can’t afford it.”

62. Why should you clarify details during bookings?

• A. To lengthen the conversation

• B. To avoid misunderstandings

• C. To stall the sale

• D. To avoid questions

63. When should you follow up with a client?

• A. Only if they complain

• B. After the sale or trip

• C. Before the sale

• D. If they post a review

64. If a customer asks about a policy you’re unsure of, you should:

• A. Guess

• B. Tell them it doesn’t matter

• C. Find the correct information and respond

• D. Avoid the question

65. An open-ended question begins with:

• A. Who, what, where, when, why, or how

• B. Yes or No

• C. “Do you…”

• D. “Is it…”
66. Which is a key characteristic of excellent customer service?

• A. Impatience

• B. Product knowledge

• C. Fast talking

• D. Blame shifting

67. Handling customer expectations well helps to:

• A. Increase cancellations

• B. Create confusion

• C. Reduce complaints

• D. Avoid sales

68. In customer service, consistency refers to:

• A. Always saying yes

• B. Providing the same high standard of service every time

• C. Following a script

• D. Selling the same product

69. Empathetic statements begin with:

• A. “Calm down!”

• B. “I understand how you feel…”

• C. “You’re wrong…”

• D. “It’s your fault.”

70. A major advantage of teamwork is:

• A. Less responsibility

• B. Better customer experience

• C. More breaks

• D. Less training
71. Why is it important to confirm booking details with a customer?

• A. To protect the travel agent

• B. To avoid errors and ensure satisfaction

• C. To delay service

• D. To generate upsells

72. What’s a benefit of handling objections respectfully?

• A. Avoiding sale

• B. Earning trust and closing sales

• C. Ending the conversation

• D. Reducing communication

73. A complaint gives the company a chance to:

• A. Lose a customer

• B. Practice arguing

• C. Improve service

• D. Avoid responsibility

74. What should you do during a service delay?

• A. Say nothing

• B. Keep the customer informed

• C. Apologize once and leave

• D. Blame others

75. Asking “What can I do to help?” shows:

• A. Indifference

• B. Lack of authority

• C. Willingness to assist

• D. Confusion
76. Customer loyalty programs are designed to:

• A. Discourage price complaints

• B. Encourage repeat business

• C. Avoid marketing

• D. Lower product value

77. The best way to welcome a repeat customer is to:

• A. Treat them like a stranger

• B. Acknowledge their return and offer personalized service

• C. Give a standard greeting

• D. Ask for ID

78. What does “moment of truth” mean in service?

• A. First time a customer pays

• B. Every interaction where impressions are formed

• C. A complaint

• D. Time of payment

79. A front-line staff member refers to:

• A. Back-office employee

• B. The person dealing directly with customers

• C. Delivery personnel

• D. System admin

80. Travel agents should maintain professionalism by:

• A. Using slang

• B. Dressing casually

• C. Being polite, well-groomed, and helpful

• D. Being indifferent
81. A customer with a disability should be served with:

• A. Sympathy

• B. Respect and appropriate assistance

• C. Avoidance

• D. Extra paperwork

82. When is it okay to break a customer service promise?

• A. If no one notices

• B. Only if it's a large group

• C. Never – always keep promises

• D. When it’s inconvenient

83. A quiet customer may indicate:

• A. Disinterest

• B. Preference for space

• C. Rudeness

• D. A problem

84. Why should agents monitor social media?

• A. To chat with friends

• B. To ignore criticism

• C. To address customer feedback and manage reputation

• D. To spy on competitors

85. Which of the following helps build positive customer relationships?

• A. Cold responses

• B. Personal attention and timely service

• C. Robotic answers

• D. Frequent policy changes

86. Cultural awareness includes:

• A. Judging behaviors
 • B. Recognizing and respecting differences

• C. Enforcing your own values

• D. Avoiding interaction

87. If a customer wants to book via WhatsApp, you should:

• A. Refuse

• B. Transfer them to email

• C. Confirm your company’s policy, and proceed if allowed

• D. Delete the message

88. Overpromising leads to:

• A. Higher expectations and likely disappointment

• B. More sales

• C. No issues

• D. Better customer loyalty

89. The best way to improve your customer service skills is:

• A. Wait for experience

• B. Ignore training

• C. Learn from feedback and practice regularly

• D. Avoid customers

90. What is one sign of a successful customer interaction?

• A. Short call

• B. No questions asked

• C. Positive feedback or repeat business

• D. A refund request
91. If a travel product fails, the customer expects:

• A. Justification

• B. Apology and solution

• C. Rejection

• D. Explanation only

92. What can help manage high call volumes?

• A. Ignore calls

• B. Use of scripts and time management

• C. Avoid busy hours

• D. Work slower

93. Emotional intelligence is useful in customer service because it helps with:

• A. System management

• B. Price decisions

• C. Managing emotions and relationships

• D. Booking faster

94. Why is it important to document client preferences?

• A. For marketing

• B. For future personalized service

• C. To increase price

• D. For upselling only

95. When is it acceptable to interrupt a customer?

• A. To save time

• B. When they’re wrong

• C. Only if absolutely necessary and done politely

• D. Frequently
96. One sign of poor customer service is:

• A. High customer retention

• B. Increased referrals

• C. Frequent complaints

• D. Frequent updates

97. Which of the following enhances customer experience?

• A. Long wait times

• B. Lack of options

• C. Clear communication and service delivery

• D. Unavailable agents

98. What role does feedback play in service quality?

• A. None

• B. Helps identify strengths and improve weaknesses

• C. Reduces sales

• D. Causes issues

99. Which is more important in a service failure:

• A. Blame

• B. Hiding the issue

• C. Recovery and honest communication

• D. Offering excuses

100. What is the ultimate goal of serving the travel customer?

• A. Sell once

• B. Avoid refunds

• C. Create a positive experience that leads to loyalty

• D. Lower costs