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Reservation Phone Handling Guide

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QUIZ

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1. How many hours in advance should reservations be made at Arabian Tea House?
24 hours 36 hours 48 hours 72 hours
2. What are the acceptable days for making reservations at Arabian Tea House?
Monday to Friday Tuesday to Friday Wednesday to Saturday Saturday and Sunday
3. What is the reservations phone number?
+97156 99 89 030 +97156 77 44 066 +97156 99 22 030 +9715633 77 099
4. Which email address should be used for inquiries at Arabian Tea House?
support@arabianteahouse.com contact@arabianteahouse.com info@arabianteahouse.com reservations@arabianteahouse.com
5. Which branch of Arabian Tea House is located opposite Mussala Post Office?
Al Fahidi Street, Bur Dubai Mercato Mall, Jumeirah Beach Rd Souq Al Shanasiyah, Sharjah Al Soon Street, Umm Suqeim
6. What are the normal working hours of the Arabian Tea House branch located at Jumeirah Archaeological Site in Dubai?
08:00 AM – 11:00 PM 07:00 AM – 10:00 PM 07:30 AM – 10:00 PM 08:30 AM – 10:30 PM
7. At which branch of Arabian Tea House is breakfast served the whole day?
Al Fahidi ATH Sharjah Mercato Mall Kiosk
8. What is the essential rule to create a positive atmosphere with the caller when picking up the phone?
Smile, be ready with pen and paper, answer within 3 rings, noise free background Answer immediately, make sure you are audible, be ready with pen and paper, sound professional Smile, know menu very good, create positive atmosphere, answer politely All of the above
9. According to the GINA model, what should be the next step after introducing the business during a phone call at Arabian Tea House?
Offer a discount Ask for the caller's name Provide your name Offer assistance
10. When using the GINA model at Arabian Tea House, how should you begin the conversation with the caller?
By asking for their order By providing your name By warmly welcoming the caller By stating the business hours
11. What is a positive response from the "Magic Words" list to the statement "I don’t know"?
"Let’s explore what options are available." "I’ll let my team know about this." "Thanks for reaching out." "Certainly"
12. Which phrase from the "Magic Words" list is a positive response to the statement "You’ll have to wait"?
"Thank you for your patience while we handle this." "I know this must be frustrating." "I totally understand." "I can absolutely help you with that!"
13. How should you respond when a customer is mistaken or misinformed, instead of saying "You're wrong"?
Explain company policies Politely explain or offer clarification Use the phrase "Just a minute" Redirect the caller to another department
14. How should a customer service representative respond to an upset customer's complaints?
Offer a discount immediately Acknowledge the customer's frustration and apologize Avoid addressing the issue Provide a lengthy explanation of our policies
15. Which cold drink is part of ATH Breakfast Set menu?
Fresh Lemonade Fresh Apple or Orange Juice Special Lime and Mint Hibiscus Iced Tea