Service Excellence quiz

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20 Questions - Developed by: Joanna Wills - Developed on: - 8.456 taken - User Rating: 2.75 of 5.0 - 8 Votes

You have 15 minutes to complete this multiple choice quiz.

There are 20 questions in total with a choice of 3 answers on each question. There is only one correct answer for each question so please read the question carefully. You have 20 seconds to select each correct answer .

  • 1
    If a guest has diabetes what shape toenails should they have?
    Shape that matches the shape of their toes
  • 2
    How many hours maximum, in a week can a staff member work?
  • 3
    How many rest hours should a staff member receive in a week?
  • 4
    How many rest hours are staff members entitled to in a ten day cruise?
  • 5
    How many days should be given off, in a 10 day cruise?
  • 6
    How many days should be given off in a 7 day cruise?
  • 7
    When can hard dockets be used?
    For deck massage
    When you have just finished fitness classes
    When the SMART system is down
  • 8
    When do fitness staff need to be ready for a class?
    5 minutes before
    10 minutes before
    When the last guest arrives
  • 9
    If a guest who has cancer is feeling nausea, what would we need to avoid?
    Essential oils
    The treatment
    Pressure and speed that rocks the client
  • 10
    In what order would we ask questions to a complainant?
    Who, what, when, where, how
    Who, when, what, where how
    How, what, when, where, who
  • 11
    Under what age do guests need to participate in the Y-Spa program?

  • 12
    How much discount on products are Steiner employees entitled to?
  • 13
    When ordering emergency stock how long on average would it take to arrive if you were in Canada?
    15-20 Days
    10 days
    5-10 days
  • 14
    The correct response when asked if you are a registered massage therapist is:
    “Yes, I will put you in touch with our office so they can advise you my number”
    “No, we are not registered and do not have an RMT number but we are certified to perform massage”.
    “I will check with the office as everyone is different”
  • 15
    Which two countries register Massage therapists and provide massage therapists with an RMT number?
    USA and Jamaica
    UK and Canada
    Canada and the USA
  • 16
    If a guest wishes to purchase product/s and those items are not in stock, what would you do?
    Charge the guest with a promise to send them when you received stock
    Give the guest a time to spa web address or the phone number
    Charge the guests and look into having it transferred from another vessel or sent through on emergency stock
  • 17
    Choose the correct Solution selling process:
    Deliver exceptional service, Consultation, Educate, Deliver exceptional service, deliver your presentation smoothly
    Deliver your presentation smoothly, Congratulate your guest on their choice and close confidently, Consultation, Educate, Deliver exceptional service, deliver your presentation smoothly
    Consultation, Educate, Deliver exceptional service, deliver your presentation smoothly, Congratulate your guest on their choice and close confidently
  • 18
    Telephones should be endeavoured to be answered within how many rings?
  • 19
    If a staff member is ill for a day or more, how is that calculated in regards to time off?
    It is considered time worked
    They are to receive some time off but not a whole day as they have already received more than a day off
    They will lose their time off if they have been ill
  • 20
    Male staff should keep their hair line above the..

    Lower neck

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