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Pertanyaan 1
Pilihan ganda
What is the first step when handling an incoming call?
- Greet the caller politely
- Ask for their name
- Put them on hold
- Transfer the call immediately
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VERB AND EQUIPMENT HOSPITALITY
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Pertanyaan 2
Pilihan ganda
Why is it important to ask for the caller's name?
- To personalize the conversation
- To sell them a product
- To hang up on them
- To record the call
Pertanyaan 3
Pilihan ganda
What should you do if you need to transfer a call?
- Ask for permission to transfer
- Just transfer without informing
- Hang up the call
- Pretend to be the person they need
Pertanyaan 4
Pilihan ganda
How should you handle a caller who is upset?
- Listen actively and show empathy
- Ignore their complaints
- Argue with them
- Tell them to calm down
Pertanyaan 5
Pilihan ganda
What information should you confirm before ending a call?
- Caller’s issue and resolution
- Caller’s favorite color
- Caller’s age
- Caller’s address
Pertanyaan 6
Pilihan ganda
Why is it important to use a polite tone when handling calls?
- To ensure a positive interaction
- To make the call longer
- To confuse the caller
- To sound more important
Pertanyaan 7
Pilihan ganda
What should you do if you don't know the answer to a caller’s question?
- Tell them you will find out
- Guess the answer
- Ignore the question
- Hang up
Pertanyaan 8
Pilihan ganda
What is an important skill when handling incoming calls?
- Active listening
- Typing fast
- Drawing
- Singing
Pertanyaan 9
Pilihan ganda
How should you respond if a caller has a complaint?
- Apologize and offer a solution
- Blame the caller
- Tell them it's their fault
- Ignore the complaint
Pertanyaan 10
Pilihan ganda
Why is it important to end calls professionally?
- To leave a lasting positive impression
- To sell more products
- To complete the call quickly
- To avoid talking further
Pertanyaan 11
Pilihan ganda
Which verb is used to describe the action of removing dust from surfaces?
- Dusting
- Sweeping
- Mopping
- Wiping
Pertanyaan 12
Pilihan ganda
What equipment is commonly used to dust surfaces?
- Feather duster
- Broom
- Mop
- Vacuum cleaner
Pertanyaan 13
Pilihan ganda
Which verb describes using a broom to clean the floor?
- Dusting
- Sweeping
- Mopping
- Wiping
Pertanyaan 14
Pilihan ganda
What is the primary tool used for sweeping?
- Broom
- Mop
- Vacuum cleaner
- Cloth
Pertanyaan 15
Pilihan ganda
Which verb describes the action of cleaning floors with water and a mop?
- Dusting
- Sweeping
- Mopping
- Wiping
Pertanyaan 16
Pilihan ganda
What is typically used for mopping floors?
- Broom
- Cloth
- Mop
- Vacuum cleaner
Pertanyaan 17
Pilihan ganda
Which of the following is not typically used for dusting?
- Feather duster
- Broom
- Microfiber cloth
- Vacuum cleaner
Pertanyaan 18
Pilihan ganda
Which equipment can be used for both dusting and sweeping?
- Feather duster
- Vacuum cleaner
- Mop
- Broom
Pertanyaan 19
Pilihan ganda
What verb describes the action of using a cloth to clean surfaces?
- Dusting
- Sweeping
- Mopping
- Wiping
Pertanyaan 20
Pilihan ganda
Which piece of equipment is versatile for both dry dusting and wet mopping?
- Feather duster
- Mop
- Vacuum cleaner
- Broom
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