Chapter 4

Ritz-Carlton employees adhere to "A warm and sincere greeting. Use the guest's name" as one of the Three Steps of Service. It would be important for employees to not only pronounce a guest's name correctly but also to be careful not to slur the name or distort it in anyway. In other words, employees must practice good _____.

Articulation

Which of the following courses of action is an example of customer-focused behavior?

Be patient with customers

Nonverbal communication cues that send powerful messages through gestures, vocal qualities, manner of dress, and grooming are known as _____.

Body Language

The service value, "I am proud of my professional appearance, language, and behavior" demonstrates the importance of _____ as a nonverbal cue.

Body Language

_____ refers to nonverbal communication cues that send powerful messages through gestures, vocal qualities, manner of dress and grooming, and other cues.

Body Language

Groupings of nonverbal behavior, such as crossed arms and friendly touching, are called _____.

Clusters

Which of the following is an example of negative nonverbal behavior directed by a service provider to a customer?

Crossing your arms while talking with a customer

One of the service values at Ritz-Carlton includes "I am responsible for uncompromising levels of cleanliness and creating a safe . . ." This high-standard for cleanliness is an example of a(n) _____ cue.

Enviromental

Verbal sounds such as "uh," "er," "um," uh-huh" are often used when one is unsure. These sounds are called _____.

Interferences

What specific advice is offered for effectively communicating nonverbally with individuals from other cultures?

Look for cues perceived as negative so you can avoid them.

Which of the following statements accurately describes a communication difference between men and women reported by researchers?

Men tend to approach life from an aggressive stance while women tend to learn more nurturing skills early.

Which of the following is an example of negative nonverbal behavior?

Pointing a finger

_____ refer to nonverbal messages sent on the basis of how close or far someone stands from another person.

Spatial cues

Which of the following is a problem associated with nonverbal cues?

They are likely to be misinterpreted

Which of the following statements is true about nonverbal messages?

They are likely to contradict or override verbal messages.

One of the Three Steps of Service that each Ritz-Carlton employee must adhere to is the anticipation and fulfillment of each guest's needs. The amount of attention that must be given to each guest is an example of _____.

Time allocation

Nonverbal factors that also influence a customer's perception, such as _____, are examples of miscellaneous cues.

etiquette and manners

Jayne is a Ritz-Carlton employee. As she was checking in a guest last week, she noticed that the customer frowned when she told him his room was on the ninth floor. She asked the customer if he was satisfied with the location of the room and when he reported that he preferred a lower floor, Jayne immediately placed him into a room on the second floor. What skill did Jayne use based on the nonverbal message she received?

Perception Checking

Holding hands near or over the mouth may present problems for those who _____.

rely on reading lips to understand messages

As a service provider, one way to show you respect customers and are eager to assist as they approach is to _____.

stand up if appropriate and offer assistance.