Cabin Crew Etiquette Test
Which
of the following is/are correct?
a. Etiquette
is a by-product of a cultured upbringing; poor families cannot give proper
etiquette to their children, and hence such children cannot become good cabin
crew.
b. Proper
etiquette demands of a cabin crew member to maintain composure under all
situations.
c. Etiquette
should not stop a cabin crew member from giving a stern, almost bullying
response to an over-active child who is unnecessarily and repeatedly pressing a
call-button.
d. Once
in a while it is acceptable if a cabin crew member loses calm; after all, they
are only human beings who work under trying circumstances.
Which
of the following is incorrect about cabin crew's baggage?
a. It
is advisable to use CREW tags. However, it is not mandatory to do so.
b. Cabin
crew must not offer to carry the hand baggage of any passenger.
c. The
personal baggage of a cabin crew may be up to three travel bags and up to two
overnight bags.
d. None
of the above.
A
passenger has been ogling at one of your colleagues, and after a few drink he
passes a lewd comment at her. You would:
a. Give
such a public scolding to the passenger that he gets the lesson of his life.
b. Not
lose your temper or use offensive language.
c. Ask
you colleague to give him a public scolding and support her while she is doing
so.
d. Ignore
it; such things are part-and-parcel of a cabin crew member's professional life.
Which
of the following is true?
a. Cabin
crew must always speak in English and it is perfectly acceptable to expect
passengers to understand English.
b. Cabin
crew must be considerate towards passengers who do not understand languages
other than their mother tongue.
c. Cabin
crew must first serve those passengers who understand English, as that will save
their time. Then, they can spend time building the language bridge with
non-English speaking passengers.
d. Cabin
crew must learn the language of the region in which they operate.
As a
professional flight attendant, which of the following would you mark as an
incorrect statement regarding a customer?
a. For
an airline a customer is the sole purpose of its existence.
b. A
customer and an airline depend equally on each other.
c. A
customer is the most important person for an airline, whether in person, on
telephone or online.
d. None
of the above.
Which
of the following is correct about alcohol consumption?
a. Cabin
crew must not consume alcohol during duty.
b. Cabin
crew must not consume alcohol within 12 hours of boarding a standard flight.
c. Alcohol
consumption is allowed 12 to 6 hours before a standard flight if the quantity
consumed is under 60 ml.
d. Alcohol
consumption is allowed during flight in case of panic attacks.
You
are required to send a customer to another service point/department. You would:
a. Give
directions to that service point/department.
b. Tell
him what he should say at the next service point/department and the name of the
person he should meet there.
c. Personally
accompany him to that service point/department and introduce him to the person
who would handle his issue.
d. Call
a representative from that service point/department to your counter and have
the customer's issue resolved there itself.
While
engaging in a conversation with a passenger:
a. Try
to keep the conversation short and precise; you are there to ensure he has a
comfortable flight and not be a conversational partner for him.
b. Ask
relevant question; this will help you know exactly what he wants and give him
the sense that you are serious about assisting him.
c. Listen
intently to what he says; careful listening leads to effective solution to
issues and creates a positive environment.
d. Smile
and maintain eye contact; it does not matter if you are listening or not. As it
is, most often passengers themselves do not know what they want.
A
passenger complains of a gravy stain on his seat. You know it is because before
he boarded the plane, that seat was occupied by a child with limited table
manners. You would:
a. Honestly
put the blame on the previous passenger. After all, you are not responsible for
the table manners, or the lack of them, of passengers.
b. Offer
him a change of seat.
c. Apologize
and have the stain removed. In a joking manner you would also inform him that
it was done by the previous passenger.
d. None
of the above.
While
talking to a passenger:
a. A
cabin crew member must be gentle, formal and speak only as much as is required.
b. A
cabin crew member must be friendly, informal and speak only when asked a
question.
c. A
cabin crew member must always carry a smile and rarely speak, allowing the
passenger to do all the talking.
d. A
cabin crew member must quickly understand what the passenger is trying to say,
and not invest a lot of time engaging in a conversation with them.
A
famous judge of your country's supreme court is on your flight. His name is A.
K. Roy. You would address him as:
a. Sir
Justice Roy
b. Mr
Roy
c. Justice
Roy
d. Mr
Justice Roy
Which
of the following adjectives does not define a good flight attendant?
a. Convivial
b. Tolerant
c. Patient
d. Snooty
While
interacting with colleagues and subordinates:
a. Always
point out their mistakes publicly; a sense of public shame ensures that a
mistake is never repeated.
b. Always
point out when somebody has provided superior customer service; nothing
encourages as praise in public.
c. Praise
them in private for good work but always point out their mistakes in public.
d. Make
a note of their positive and negative points and share with them in a private
moment.
Which
of the following is correct about smoking etiquette?
a. Cabin
crew must not smoke inside the aircraft.
b. Cabin
crew may smoke during the pre-flight and post-flight briefing.
c. Cabin
crew must not smoke in public while in uniform at hotels.
d. Cabin
crew may smoke in transport car/coach if insisted by a passenger to share a
cigarette.
A
customer complains about the poor quality of salad offered to him in lunch. As
a cabin crew member you would:
a. Sincerely
listen to him as if he were a personal friend.
b. Inform
him that catering is a third-party activity, and he can lodge a complaint with
the caterer.
c. Ensure
you protect the reputation of your company by not letting him speak much for
others to listen. You would quickly replace his plate for food, and give him
extra serving of his preferred item. Any customer can be satisfied with a
pretty smile and extra food.
d. Quickly
bring out the actor in you. You have been trained to smile and present a
compassionate face; use these skills and make him believe you are interested in
his concern. Then, offer him a replacement of salad.
If a
passenger points out a mistake you made:
a. Quickly
identify who you can blame it on.
b. Find
someone to share the blame.
c. Admit
your mistake, and accept the responsibility for making amends.
d. Vehemently
deny making any mistake and hold your ground.
Which
of the following statements is incorrect?
a. As a
senior member of the cabin crew, one must occasionally scold an errant junior
to maintain supremacy.
b. Greet
everyone with a smile, but do not get too friendly with your passengers.
c. Avoid
touching a wheelchair-bound passenger's wheelchair while talking to them.
d. Make
use of gestures to convey your meaning if there is a language barrier.
Complete
the following statement with the most appropriate option.
Sitting
or standing at an angle that faces away from a person at the time of a group
discussion ____________.
a. Seems
polite and indicates good manners.
b. suggests
you do not agree with the topic of discussion.
c. seems
rude and conveys that you desire to leave the discussion.
d. None
of the above
The
requisite etiquette for cabin crew members entail that in order to render
superior customer service, cabin crew:
a. Must
be reliable and dependable.
b. Must
be knowledgeable about the company's rules and systems.
c. Must
strictly stay away from health hazards such as smoking and consuming alcohol.
d. Must
be empathetic towards customers.
Customer
care, as a service, is:
a. Totally
intangible.
b. Partially
intangible.
c. Partially
tangible.
d. Capable
of being made totally tangible.
While
in frontline operations, it is improper to do the following in the presence of
customers:
a. Yawning
b. Uttering
profanities
c. Talking
on phone
d. Reading
a magazine
A
passenger who is unable to fasten his seat belt:
a. Needs
to call you if he wants any assistance.
b. Needs
to face the ordeal for a while so that when you go to help him, he appreciates
your work and does not treat you as just a well-paid waitress.
c. Need
not wait to call you; you must go to help him if you think he needs your help.
d. Must
be encouraged to seek help from his co-passengers; there will be many such
inefficient passengers in the plane, and you cannot go spoon-feeding all of
them.
While
staying in hotels or guest houses:
a. Cabin
crew members may cook their own food in the hotel/guest house room/kitchen.
b. Cabin
crew members may hold parties in the hotel/guest house room without creating
any nuisance.
c. Cabin
crew members may invite guests to stay overnight in their hotel/guest house
room.
d. None
of the above.
After
you greet a customer:
a. Pause
for his response.
b. Move
on to greet the next passenger.
c. Offer
your hand for a shake.
d. Ask
his name and tell yours.
A
passenger asks for a cup of Jamaican coffee and you assure to bring it within
10 minutes. However, you are unable to locate in the pantry the ingredients to
prepare this item. What would you do?
a. Search
for it until you find it. He has asked for Jamaican coffee, and you have
assured him he will receive it; it is now a matter of pride for your company.
b. You
must honour the deadline of 10 minutes, and not keep him waiting beyond that
time period. Therefore, go to him and inform him of the scenario. Ask him if he
would like to change his order or wait till you locate the ingredients.
c. Honour
your deadline of 10 minutes. Prepare the next best option available, and
deliver it to him within the assured time period. Also inform him that since
you could not bring Jamaican coffee, so you brought the next best option. It is
not a good idea to go empty-handed.
d. Take
some more time to locate the ingredients for the Jamaican coffee. It is not a
big deal if 10 minutes are extended by another 5 minutes; he must get what he
had asked for.
While
offering assistance to a customer:
a. Make
only those assurances that you can deliver.
b. Give
an assurance for all his concerns. Do not say no to any of his concerns. Then
quickly find out the people/departments who can deal with his concerns.
c. Tell
him that you can try to assist him but cannot make any promises.
d. None
of the above.
Referring
to a customer by his/her name:
a. Should
be strictly avoided; they have paid for their ticket and should be addressed as
sir and ma'am, only.
b. Is a
good idea because people like to be recognized and this creates a sense of
loyalty.
c. Is
fine if the customer is the same age or younger than the flight attendant
attending them. Elders must always be addressed as sir or ma'am.
d. Should
be avoided unless the customer himself/herself says that s/he would like to be
referred to by his/her name.
A
passenger complains about poor air-conditioning in the airplane. You know there
is nothing wrong with the air-conditioning because other passengers are
comfortable in their seats. What would you do?
a. Pretend
to listen to him until he has released his frustration. Then, with a smile ask
him if you can bring him something to eat or drink.
b. No
matter how silly his complaint, do not ignore it. Listen to it with total
sincerity.
c. You
cannot invest your energy in handling silly complaints. Convince him, with tact
and politeness, that he is mistaken in his observation.
d. You
have a plane-full of passengers to take care of, and it is not sensible to
waste time on a silly customer. Ask one of your juniors to handle the issue; as
it is, the issue will be resolved with an apology and a free drink.
Which
of the following is to be strictly avoided by the cabin crew while serving
passengers?
a. Chewing
gum and not offering it to passengers.
b. Listening
to music on iPod.
c. Talking
to colleagues on some personal issue.
d. All
of the above.
Which
of the following is correct?
a. Cabin
crew members must always maintain a distance of three feet from a passenger;
that is any individual's personal space.
b. Cabin
crew members must always maintain a distance of three-and-a-half feet from a
passenger; that is any individual's personal space.
c. Cabin
crew members must not be bothered about maintaining any distance as long as the
passenger is comfortable.
d. Cabin
crew members must always maintain a dignified distance from a passenger; the
inside of an airplane may not offer enough space to always stick to fixed,
prescribed distance.
During
night stops:
a. Cabin
crew members may be attired in whatever manner they prefer, provided it is
within the range of decency.
b. Cabin
crew members are not allowed to wear shorts, mini-skirts and patched jeans.
c. Cabin
crew members should not wear clothes with suggestive slogans.
d. Cabin
crew members must exercise utmost discretion in their choice of clothes.
When
a customer comes to you with a query:
a. Your
mind should be occupied only with handling his issue.
b. Your
body should appear balanced to him.
c. You
must quickly identify the shortest route to get rid of his query.
d. Quickly
direct him to the inquiry counter.
A
frequent flier is on your flight. You know him very well. You would:
a. Talk
to him casually because he is more like a friend now and allows you to talk to
him in a casual manner.
b. Treat
him as a first-time passenger so that others do not feel that you are giving
someone special treatment.
c. Acknowledge
him as a frequent flier, but do not get too friendly with him, especially in
front of other passengers. It is advisable to maintain formality in all
situations.
d. Ask
him how he would like to be treated: as a friend, or as a passenger. Then,
treat him as per his wish.
Which
of the following may not always be a good thing to do while answering a
passenger's query?
a. Use
of hand and head gestures.
b. Change
of tone to convey different emotions or moods.
c. Maintaining
a moderate pace of speech.
d. Maintaining
a constant smile.
Elton
John, the famous singer who is bestowed with knighthood, is on your flight. How
would you address him?
a. Sir
Elton
b. Sir
Elton John
c. Sir
John
d. Elton
Sir
Which
of the following is false?
a. A
cabin crew member should always appear confident.
b. A
cabin crew member should always maintain a warm, pleasant demeanour.
c. A
cabin crew member's initial response in any situation should be to apologize.
d. A
cabin crew member should never wear any kind of jewellery.
Which
of the following is true for the cabin crew?
a. Politeness
is an essential quality of the cabin crew.
b. Politeness
may be discarded while dealing with a ill-mannered passenger.
c. A
cabin crew member should be very friendly with passengers, cracking jokes with
them and sharing their food.
d. A
good cabin crew member should hardly speak, and manage most of his/her work
with a smile.
A
customer requests for some information that you think will take a considerable
amount of time to procure. Which of the following you must not do in this case?
a. Tell
him clearly that it may take some time and apologize for making him wait.
b. Offer
him a seat and refreshments.
c. Offer
him a discount coupon for his next flight with your airline.
d. Offer
him your phone to make a personal call.
An
irate passenger calls you a highly paid waitress with no intelligence. You
would:
a. Warn
him from crossing the limits of social decorum; you are there to serve him, not
to take his abuses.
b. Tackle
the issue calmly. You must take pride in your profession and a tasteless remark
from an irate passenger should not impact you.
c. Report
the matter to the captain and have the passenger de-boarded at the next stop.
Misbehaviour of ill-mannered passengers should never be tolerated.
d. None
of the above.
State
whether true or false.
Female
flight attendants should always wear a nice, strong perfume.
a. True
b. False