Unit 3 - Professional Customer Service
Unit 3 – Professional customer service in the taxi and private hire
industry
No Question Answer Tick only one box
A. Having a clean vehicle
Which of the following would most likely create B. Rushing to the destination
1 a good first impression and generate repeat
business C. Driver being untidy in appearance
D. Playing loud music
A. Being helpful
Which of the following is not an example of B. Being punctual
2
good customer service C. Being dishonest
D. Driving to a high standard
A. Favouritism
Making an assumption about different people or B. Stereotyping
3
groups of people is known as C. Harassment
D. Intimidation
A. Reporting procedures
Recognising a customers body language will B. Response
4
assist a driver in choosing the correct C. Defensive action
D. Fare to charge
A. School
It is most appropriate to use a personal greeting B. Supermarket
5
board when picking up at C. Rank
D. Airport
A. To show empathy
Why is it important to recap following a B. To avoid confrontation
6
misunderstanding with a customer C. To gauge their reaction
D. To get your point across
A. It will harm the business reputation
How will providing a service which does not B. It will have a positive effect on gratuities received
7
meet customers expectations affect your business C. It will have a positive effect on repeat business
D. It will increase market share
A. Discount for young people
Which of the following is not an advantage of B. Convenience of door to door service
8
choosing to travel by taxi C. More secure means of travel
D. Convenience of an on demand service
A. Highlight the difference between the models of
disability
What is the main aim of the Disability B. To reduce travel costs for people with disabilities
9
Discrimination Act
C. To safeguard the rights of people with disabilities
D. Provide special benefits for people with disabilities
A. Raise your voice in an inappropriate manner
A misunderstanding has risen with a customer,
who has a speech disability, regarding the B. Show empathy and ask the customer to point to a
10 map
destination; what is the best course of action to
take C. Advise the customer you are unable to help
D. Ignore the customers concerns and request the fare
A. Reduce fare
How should a Taxi and Private Hire
operator ensure that people with B. Treat people with disability more favourably
11
disabilities are given equal C. Make reasonable adjustments
opportunities to use their services
D. Increase fare
A. Refusing access to violent customers
Which of the following is not an B. Charging increased fares to overseas customers
12
example of discrimination C. Refusing access to assistance dogs without a medical certificate
D. Charging increased fares for wheelchair storage
A. Tram
For a long journey to a distant B. Walk
13 airport which of these is the most
appropriate form of transport C. Cycle
D. Train
A. Swivel seat
When entering a taxi, people who B. Ramp access
14 need a wheelchair to travel must
also have a vehicle with C. Superior lighting
D. Coloured handrails
A. It will generate repeat business
Why is it important to be cordial, B. It will reduce repeat business
15 friendly and welcoming to a
customer C. It will increase competition
D. It will generate complaints
A. So increased fares can be charged
Why is it important to share B. So additional training is not needed
16
knowledge with colleagues C. To enable the efficient running of the service
D. For increased complaints
A. Favouritism
A driver deliberately provides a
lower standard of service to elderly B. Intimidation
17
passengers. This is best described C. Discrimination
as a form of
D. Discretionary
A. Eject troublemakers
What action should a driver initially B. Get assistance from other passengers
18 take to defuse a problem that could
lead to conflict C. Get assistance from Police
D. Try to calm the situation
A. Reduce repeat business
It is most important to keep your B. Raise customer complaints
19
vehicle clean inside and out C. Create a good impression
D. Allow you to charge more
A. When their personal safety is threatened
A driver can be accused of B. On Health and Safety grounds
20
discrimination if they refuse a fare C. Without justification
D. Because the passenger is too drunk to travel
Your answers are shown below:
1. Which of the following would most likely create a good first
impression and generate repeat business?
A) Have a clean vehicle correct
B) Rushing to the destination
C) Driver being untidy in appearance
D) Playing load music
Question was not answered
2. Which of the following is not an example of good customer
service?
A) Being helpful
B) Being punctual
C) Being dishonest correct
D) Driving to a high standard
Question was not answered
3. Making an assumption about different people or groups of
people is known as:
A) Favouritism
B) Stereotyping correct
C) Harassment
D) Intimidation
Question was not answered
4. Recognising a customer’s body language will assist a driver in
choosing the correct:
A) Reporting procedures
B) Response correct
C) Defensive action
D) Fare to charge
Question was not answered
5. It is most appropriate to use a personal greeting board when
picking up at a:
A) School
B) Supermarket
C) Rank
D) Airport correct
Question was not answered
6. Why is it important to recap following a misunderstanding with
a customer?
A) To show empathy
B) To avoid confrontation correct
C) To gauge their reaction
D) To get your point across
Question was not answered
7. How will providing a service which does not meet customer’s
expectation affect your business?
A) It will harm the business reputation correct
B) It will have a positive effect on gratuities received
C) It will have a positive effect on repeat business
D) It will increase market share
Question was not answered
8. Which of the following is not an advantage of choosing to
travel by taxi?
A) Discount for young people correct
B) Convenience of door to door service
C) More secure means of travel
D) Convenience of an on demand service
Question was not answered
9. What is the main aim of the Equality Act 2010?
A) Highlight the difference between the models of
disabilities
B) To reduce travel costs for people with disabilities
C) To safeguard the rights of people with disabilities correct
D) Provide special benefits for people with disabilities
Question was not answered
10. A misunderstanding has risen with a customer who has a
speech disability regarding the destination, what is the best
course of action to take?
A) Raise your voice in an inappropriate manner
B) Show empathy and ask the customer to point to a map
correct
C) Advise the customer you are unable to help
D) Ignore the customers concerns and request the fare
Question was not answered
11. How should a taxi and private hire operator ensure that
people with disabilities are given equal opportunities to use their
services?
A) Reduce fare
B) Treat people with disabilities more favourably
C) Make reasonable adjustments correct
D) Increase fare
Question was not answered
12. Which of the following is not an example of discrimination?
A) Refusing access to violent customers correct
B) Charging increased fares to overseas customers
C) Refusing access to assistance dogs without a medical
certificate
D) Charging increased fares for wheelchair storage
Question was not answered
13. For a long journey to a distant airport, which of these is the
most appropriate form of transport?
A) Tram
B) Walk
C) Cycle
D) Train correct
Question was not answered
14. When entering a taxi, people who need a wheelchair to travel
must also have a vehicle with:
A) Swivel seat
B) Ramp access correct
C) Superior lighting
D) Coloured handrails
Question was not answered
15. Why is it important to be cordial, friendly and welcoming to a
customer?
A) It will generate repeat business correct
B) It will reduce repeat business
C) It will increase competition
D) It will generate complaints
Question was not answered
16. Why is it important to share knowledge with colleagues?
A) So increased fares can be charged
B) So additional training is not needed
C) To enable the efficient running of the service correct
D) For increased complaints
Question was not answered
17. A driver deliberately provides a lower standard of service to
elderly passengers. This is best described as a form of:
A) Favouritism
B) Intimidation
C) Discrimination correct
D) Discretionary
Question was not answered
18. What action should a driver initially take to defuse a problem
that could lead to conflict?
A) Eject troublemakers
B) Get assistance from other passengers
C) Get assistance from the police
D) Try to calm the situation correct
Question was not answered
19. It is most important to keep your vehicle clean inside and out
to:
A) Reduce repeat business
B) Raise customer complaints
C) Create a good impression correct
D) Allow you to charge more
Question was not answered
20. A driver can be accused of discrimination if they refuse a fare:
A) When their personal safety is threatened
B) On health and safety grounds
C) Without justification correct
D) Because the passenger is too drunk to travel
Question was not answered
