SITXCCS008 Develop And Manage Quality

SITXCCS008 – DEVELOP AND MANAGE QUALITY CUSTOMER SERVICE
PRACTICES
INSTRUCTIONS FOR STUDENTS
 This is an open book assessment to be conducted in the classroom under Trainer’s
supervision.
 There are 20 knowledge test questions, each with four responses of which there is only
one correct response.
 You are to nominate the correct response to each question by circling the appropriate
letter (a, b, c, or d) on this document
 You must answer all questions correctly to achieve competency for this assessment.
 On completion, submit the knowledge test to your assessor.
 Ask your assessor, if you do not understand a question. Your assessor cannot tell you
the answer he/she may be able to re-word the question for you.
Choice Business College Pty Ltd
ABN 28 130 302 000 | RTO 41297 | CRICOS PROVIDER CODE 03444C
V 2.0 Last updated 19 June 2018
Teaching Team HOSPITALITY
Student Name Student No.
Teacher Semester/
Year
Program Name and Code SIT40516 – CERTIFICATE IV IN COMMERCIAL COOKERY
Unit Name and Code SITXCCS008 – DEVELOP AND MANAGE QUALITY
CUSTOMER SERVICE PRACTICES
Assessment Description and
Version
ASSESSMENT B – MULTIPLE CHOICE – KNOWLEDGE
TEST

SITXCCS008 – DEVELOP AND MANAGE QUALITY CUSTOMER SERVICE
PRACTICES
 Re-assessment: If you do not achieve the required standard, you will be given the
opportunity to be re-assessed by our Assessor. Arrangements will be made on an
individual basis. If you are deemed to be NS (Not Satisfactory), your assessor will
either ask specific questions orally or record them with you using the supplementary
evidence sheet or you will be asked to resubmit your responses in full.
Feedback: Your assessor will provide feedback to students after the completion of
the assessment. The assessor will explain the appeals process when required.
Result
S = Satisfactory
NS = Not
Satisfactory
NA = Not Assessed
Reassessment
S = Satisfactory
NS = Not Satisfactory
NA = Not Assessed
Assessment B
 Multiple Choice -
Knowledge Test
S | NS | NA S | NS | NA
Comments and Feedback:
The Students overall result was: □ Satisfactory □ Unsatisfactory □ Resit Required
Examiner Comments and Feedback
Student
Name
Examiner
Name
Choice Business College Pty Ltd
ABN 28 130 302 000 | RTO 41297 | CRICOS PROVIDER CODE 03444C
V 2.0 Last updated 19 June 2018

SITXCCS008 – DEVELOP AND MANAGE QUALITY CUSTOMER SERVICE
PRACTICES
Student
Signature
Examiner
Signature
Date Date
ASSESSMENT B – MULTIPLE CHOICE KNOWLEDGE TEST
1. There are three questions you need to focus on when obtaining information from
customers. Which one is not one of these questions?
(a) What are our customer needs?
(b) What are our customer expectations?
(c) How much are our customers willing to spend?
(d) How satisfied are customers with our products and services?
2. Which of the following is an example of an informal research method?
(a) Qualitative research methods.
(b) Analysis of the competitive market.
(c) Quantitative research methods.
(d) Observing customers’ reactions.
Choice Business College Pty Ltd
ABN 28 130 302 000 | RTO 41297 | CRICOS PROVIDER CODE 03444C
V 2.0 Last updated 19 June 2018

SITXCCS008 – DEVELOP AND MANAGE QUALITY CUSTOMER SERVICE
PRACTICES
3. Conducting surveys, maintaining a log of customer requests and encouraging input
from employees, are...
(a) activities that must be performed by a customer service manager.
(b) effective methods of obtaining feedback from customers and colleagues.
(c) feedback activities relevant to the hotel industry only.
(d) activities designed to improve quality assurance.
4. Which of the following is an example of an internal change that is likely to impact on
quality service planning?
(a) Introduction of new equipment.
(b) Changes in the competitive environment.
(c) Trends in customer preferences.
(d) Economic climate.
5. Which of the following events would have the least impact on quality service planning?
(a) An employee resigns and is temporarily replaced by a regular part-time
employee.
(b) You identify a change in customer preferences. More customers are requesting
dishes prepared with organic produce.
(c) A major competitor opens up an establishment in your area.
(d) Due to changes in the economic climate, people are spending less on travel and
dining out.
Choice Business College Pty Ltd
ABN 28 130 302 000 | RTO 41297 | CRICOS PROVIDER CODE 03444C
V 2.0 Last updated 19 June 2018

SITXCCS008 – DEVELOP AND MANAGE QUALITY CUSTOMER SERVICE
PRACTICES
6. There are three key questions that need to be asked when putting together any business
management plan. The first two questions are ‘where are we now?’ and ‘where do we
want to be?’ What is the third question?
(a) What shortcuts can we take?
(b) How will we get there?
(c) Do we need to employ more staff?
(d) What are our competitors doing?
7. Which statement is the best definition of a goal?
(a) Goals are clearly defined statements based on what it is you want your staff to
achieve.
(b) Goals support an organisation’s mission statement and are based on the
information in financial reports. They should be attainable and realistic.
(c) Goals are negotiated between an employer and employee to determine realistic
KPIs.
(d) Goals should define in clear, measurable terms what it is you want to achieve.
They should be attainable and realistic and be linked directly to establishment
goals.
8. Should staff be involved in goal-setting processes?
Choice Business College Pty Ltd
ABN 28 130 302 000 | RTO 41297 | CRICOS PROVIDER CODE 03444C
V 2.0 Last updated 19 June 2018

SITXCCS008 – DEVELOP AND MANAGE QUALITY CUSTOMER SERVICE
PRACTICES
(a) Yes, because you do not want to set goals that the staff are unhappy with.
(b) No, defining goals is the responsibility of management.
(c) Yes, because it encourages employees to take responsibility for their own
behaviour and contribution to the workplace.
(d) Staff should only be involved if they have valuable feedback to contribute.
9. Which of the following managers fails to communicate customer service standards and
expectations to staff?
(a) ‘I provide detailed information about customer service standards and expectations
to staff at induction.’
(b) ‘I get staff to participate in different role-play scenarios to teach them about
customer service standards and expectations.’
(c) ‘Staff in our workplace undergo customer service training in the workplace to
highlight our standards and expectations.’
(d) ‘We only employ people who have experience working in the customer service
industry, so coaching is not required in our workplace.
10. Which of the following statements about personal presentation standards is false?
Choice Business College Pty Ltd
ABN 28 130 302 000 | RTO 41297 | CRICOS PROVIDER CODE 03444C
V 2.0 Last updated 19 June 2018

SITXCCS008 – DEVELOP AND MANAGE QUALITY CUSTOMER SERVICE
PRACTICES
(a) Personal presentation is more important for staff who interact with customers
than other staff who work in the establishment.
(b) First impressions count. The way staff dress and present themselves has a direct
impact on the establishment.
(c) Personal presentation relates to the way you look, your behaviour, posture and
communication.
(d) Personal presentation is not just about appearances, it is an important hygiene
issue.
11. Which of the following statements made by hospitality managers is correct?
(a) Document presentation has little impact on the establishment or the message we
send to customers.
(b) Monitoring document presentation standards is the responsibility of the
employee. I trust staff to get it right so I can focus on more important things.
(c) Document presentation standards are just as important as the presentation of staff
and the establishment as a whole.
(d) Document presentation is unimportant; it is the information contained in the
documents that counts.
12. What is the best way to help staff deal with customer service issues and take
responsibility for service outcomes?
(a) Provide coaching in issue resolution and quality assurance processes.
(b) Refer staff to service industry textbooks relevant to your workplace.
Choice Business College Pty Ltd
ABN 28 130 302 000 | RTO 41297 | CRICOS PROVIDER CODE 03444C
V 2.0 Last updated 19 June 2018

SITXCCS008 – DEVELOP AND MANAGE QUALITY CUSTOMER SERVICE
PRACTICES
(c) Ask staff to revise existing customer service goals and objectives.
(d) Provide coaching in customer service.
13. Which of the following statements is false?
(a) Coaching is practical and realistic.
(b) Coaching follows a set syllabus with defined performance criteria.
(c) Coaching focuses on specific skills or knowledge required on the job.
(d) Coaching is provided at the moment it is needed. This can motivate employees to
learn.
14. Monitoring customer service is not just about observing employees’ face-to-face
contact with customers. What else do you need to monitor?
(a) Quality assurance and financial reports.
(b) Email communication, telephone communication, written correspondence and
personal presentation standards.
(c) Surveys, questionnaires, emails and written correspondence.
(d) Face-to-face contact with clients.
15. When monitoring customer service, you must ensure that staff comply with legislative
requirements. What two laws do staff need to be aware of?
(a) Sale of Goods Act and Customer Service Act.
(b) Trade Practices Act and Hospitality Services Act.
Choice Business College Pty Ltd
ABN 28 130 302 000 | RTO 41297 | CRICOS PROVIDER CODE 03444C
V 2.0 Last updated 19 June 2018

SITXCCS008 – DEVELOP AND MANAGE QUALITY CUSTOMER SERVICE
PRACTICES
(c) Trade Practices Act and Sale of Goods Act.
(d) Sale of Goods and Services Act and Consumer Rights Act.
16. There are three essential criteria that must be met for feedback to be effective. Which
one is not one of these criteria?
(a) The feedback must be in written format.
(b) The feedback must be obtained regularly.
(c) The feedback system must allow for both positive and negative feedback.
(d) The feedback must focus on what the customer wants/needs or does not
want/need.
17. In an establishment that values continuous improvement, systems and procedures are
always evolving. Is this a positive thing?
(a) Yes, because it acknowledges that customers’ needs and expectations change,
society and the economy changes, businesses grow and expand and so on.
(b) Yes. Constantly changing procedures will prevent staff getting bored.
(c) No. Change always creates more work and often results in staff frustration.
(d) No, but it is necessary if you want to please customers and keep up with your
competitors.
18. Which of the following events is not likely to result in adjustments to standards,
systems or procedures?
Choice Business College Pty Ltd
ABN 28 130 302 000 | RTO 41297 | CRICOS PROVIDER CODE 03444C
V 2.0 Last updated 19 June 2018

SITXCCS008 – DEVELOP AND MANAGE QUALITY CUSTOMER SERVICE
PRACTICES
(a) A new work system or process is introduced in the workplace.
(b) A long-term customer service issue is identified.
(c) A restructure takes place in the workplace.
(d) A new staff member is employed.
19. Which of the following statements made by hospitality managers relates to continuous
improvement processes, and not quality assurance?
(a) ‘In the next couple of months we will do an audit of our processes to make sure
that what we are doing is consistent with what is recorded in our written
procedures.’
(b) ‘As I watch the meals leave the kitchen, I could not believe the inconsistency in
serving sizes.’
(c) ‘I have to remind housekeeping staff that each room should look identical in
presentation regardless of who makes up the room.’
(d) ‘To improve the quality of our service to customers, we are looking at
implementing a new computer system.’
20. Who needs to be informed whenever a change is made to existing customer service
systems or procedures?
(a) All department managers.
(b) Service staff, managers and customers.
(c) All staff involved in service delivery, regardless of their position or type of
employment.
Choice Business College Pty Ltd
ABN 28 130 302 000 | RTO 41297 | CRICOS PROVIDER CODE 03444C
V 2.0 Last updated 19 June 2018

SITXCCS008 – DEVELOP AND MANAGE QUALITY CUSTOMER SERVICE
PRACTICES
(d) Team leaders, supervisors and the customer service manager.
Choice Business College Pty Ltd
ABN 28 130 302 000 | RTO 41297 | CRICOS PROVIDER CODE 03444C
V 2.0 Last updated 19 June 2018