SITXCCS008 Develop And Manage Quality

SITXCCS008 – DEVELOP AND MANAGE QUALITY CUSTOMER SERVICE
PRACTICES
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
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

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