Scribd
Upload
77 views

JBT Caing Sr. Memorial Integrated School

This document appears to be an exam for a tourism course covering various topics related to communication and customer service. The exam contains multiple choice, matching, enumeration, and essay questions. The multiple choice questions cover topics like communication, self-management, problem solving, technology, teamwork, learning, initiative, and expressing ideas. The matching questions relate customer service concepts like internal/external customers, remaining calm with angry customers, being open-minded, focusing on customer needs and feelings, having interest in people, unlearning bad habits, getting feedback, speech rate, and confidence level. The enumeration asks the student to list five characteristics of professionals. The two essay questions ask the student to explain the importance

Uploaded by

John Rey Fenis - Ngitngit
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
77 views

JBT Caing Sr. Memorial Integrated School

This document appears to be an exam for a tourism course covering various topics related to communication and customer service. The exam contains multiple choice, matching, enumeration, and essay questions. The multiple choice questions cover topics like communication, self-management, problem solving, technology, teamwork, learning, initiative, and expressing ideas. The matching questions relate customer service concepts like internal/external customers, remaining calm with angry customers, being open-minded, focusing on customer needs and feelings, having interest in people, unlearning bad habits, getting feedback, speech rate, and confidence level. The enumeration asks the student to list five characteristics of professionals. The two essay questions ask the student to explain the importance

Uploaded by

John Rey Fenis - Ngitngit
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
You are on page 1/ 3

Republic of the Philippines

Department of Education
Region XII
Division of Sarangani
East Kiamba District
JBT CAING SR. MEMORIAL INTEGRATED SCHOOL
Tambilil, Kiamba, Sarangani Province
T.L.E. 8 (Tour Guiding)
FIRST GRADING EXAMINATION
I. TRUE or FALSE. Write T if the statement is correct and F if the statement is wrong.
___________1. Communication is exchanging of words and ideas.
___________2. Planning and organizing are related to communications.
__________ 3. Self- management is taking responsibility for appropriate
communication in the workplace.
___________4. Problem Solving is articulating own ideas.
___________5. Technology is obtaining various workplace documents and processing
them accordingly.
___________6. Working as an individual and as a member of a team is called Teamwork .
__________ 7. Applying learning to communication issues and people issues is called
Learning.
___________8. Initiative is demonstrating individual responsibility for completing tasks.
___________9. For communication to occur it must pass from a sender to a receiver.
___________10. We have the right to express our own ideas.
II. Matching type. Match column A with column B.
A
B
1. Internal
a. You provide a service or complete a tasks for
for another person
2. External
b. You provide a service or complete a task for
another
Person
3. Calm if they are angry
c. Speak at a rate your costumer can
understand you
4. Open, not judging
d. Take a genuine interest in the customers
needs
5. Mind customers feeling
e. Stay calm and professional if the customer is
upset
6. Interest in people
f. Be professional at all times, be aware of the
words
you see
7. Unlearn your own bad habbits
g. have an open posture, do not judge the way
your
customer is dressed or presents himself or
herself
8. Ask questions, get feedback
h. Be aware of your own behaviour
9. Speech
i. Sloppy conversations are the wrong conversation
10. Your confident level
j. People detect your confidence level very
quickly
Through your eyes, facial expressions
k. Ask your customer open questions to find out what

they are looking for

III. Enumeration. Give what is being ask.


1-5 Characteristic of Professionals ( 2 pts. each)

IV. ESSAY: (10 pts. each)


1. Explain the importance of communication.

2. Why teamwork is important?

End
------God bless-----

You might also like