1. ……………
2. ……………
3. ……………
4. ……………
5. ……………
E. Petunjuk Belajar
1. Buatlah kelompok diskusi yang terdiri dari 4-5 orang
2. Amati tayangan video yang ditampilkan untuk didiskusikan dengan kelompok
3. Bacahlah literatur / bahan ajar untuk memperkuat pemahaman anda mengenai materi
pelayanan prima.
4. Bacalah soal dengan seksama.
5. Diskusikanlah bersama teman kelompok anda membahas soal yang ada pada LKPD.
6. Presentasikan hasil jawaban kelompok anda di depan kelas.
7. Kumpulkan hasil pekerjaan kepada guru.
Jawaban :
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I. PILIHAN GANDA
Pilihlah salah satu jawaban yang paling tepat
1. Dari pernyataan dibawah ini yang merupakan konsep pengembangan pelayanan
prima adalah ….
a. Konsep Attitude , norma
b. Konsep Attention, etika
c. Konsep Action
d. Action, Attitude , Attention
e. Action, Attitude
2. Pelayanan prima diklasifikasin kedalam tiga bentuk, dari pilihan dibawah ini yang
meruapakan jenis pelayanan prima adalah ….
a. Core Service, Facilitating Service, Supporting Service
b. Core Service, Facilitating, controlling
c. Facilitating, controlling, accuating
d. Controlling, accuating
e. Organizing, Core Service, Facilitating
3. Penampilan harus dijaga dengan baik dan prima selama jam kerja,contoh dari
penampilan tersebut adalah …
a. Cara berbicara
b. Cara duduk
c. Cara jalan
d. Berpakaian, berbicara, gerak- gerik
e. Cara makan
4. Berikut ini sikap yang tidak harus Anda perhatikan dalam melayani pelanggan atau
konsumen ….
a. Tidak memberikan kesempatan pelanggan untuk berbicara
b. Mendengarkan baik-baik
c. Tidak menyela pembicaraan
d. Ajukan pertanyaan
e. Jangan marah dan jangan mudah tersinggung