This bingo card has a free space and 24 words: What are the 4 steps of the S.O.P. Sales talk and establishing customer needs, What is the name of the regulatory body in The Nehterlands offering arbitrary services in a dispute between curstomer and travel agent, What does the Dutch regulatory body SGR do? What does it stand for?, What departments are part of the F&B department, What are the features of a duplex room, What are the 3 main tasks of ANVR, What is meant by a twin room, Explain the advantages of a Stardard Operating Procedure (S.O.P.), Name 4 of the 5 aspects related to first impressions as mentioned in the book, Name at least 3 non operating departments of a hotel organisation, What is meant by Unique Selling Point (give an example related to a hotel), What is meant by banqueting, Explain how product knowledge is a factor that influences customer's decision making, What demonstrates active listening (verbally / non verbally), How much time after your journey is a customer allowed to submit a complaint to the travel agent in writing, Give an example of a leading question, What are the 3 steps of handling customer complaints, What defines an Operating department in a hotel organisation, What is a calamiteiten-fonds meant for, Define non verbal communication, describe the features of a suite, What hotels are part of the Rooms Division department, explain the features of an adjacent room and What are demographic factors.
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