A.   Warn him from crossing the limits of social decorum; you are there to serve him, not to take his abuses.

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. 

A.   Tell him clearly that it may take some time and apologize for making him wait.

B.   Offer him a seat and refreshments.

D.   Offer him your phone to make a personal call. 

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. 

B.   Listening to music on iPod.

C.   Talking to colleagues on some personal issue.

D.   All of the above.

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.

D.   Ask him how he would like to be treated: as a friend, or as a passenger. Then, treat him as per his wish 

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.

A.   Seems polite and indicates good manners.

B.   suggests you do not agree with the topic of discussion.

D.   None of the above 

B.   Uttering profanities

C.   Talking on phone

D.   Reading a magazine 

B.   Sir Elton John

C.   Sir John

D.   Elton Sir

A.   Cabin crew must always speak in English and it is perfectly acceptable to expect passengers to understand English.

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. 

A.   A cabin crew member should always appear confident.

B.   A cabin crew member should always maintain a warm, pleasant demeanour.

D.   A cabin crew member should never wear any kind of jewellery 

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.   Use of hand and head gestures.

B.   Change of tone to convey different emotions or moods.

C.   Maintaining a moderate pace of speech.

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.   Quickly identify who you can blame it on.

B.   Find someone to share the blame.

D.   Vehemently deny making any mistake and hold your ground. 

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.

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.

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

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 

A.   Always point out their mistakes publicly; a sense of public shame ensures that a mistake is never repeated.

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 

B.   Move on to greet the next passenger.

C.   Offer your hand for a shake.

D.   Ask his name and tell yours. 

A.   Convivial

B.   Tolerant

C.   Patient

A.   Must be reliable and dependable.

B.   Must be knowledgeable about the company's rules and systems.

D.   Must be empathetic towards customers.

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.

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.

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 

A.   Give such a public scolding to the passenger that he gets the lesson of his life.

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. 

A.   Cabin crew members may be attired in whatever manner they prefer, provided it is within the range of decency.

C.   Cabin crew members should not wear clothes with suggestive slogans.

D.   Cabin crew members must exercise utmost discretion in their choice of clothes 

A.   Sir Justice Roy

B.   Mr Roy

D.   Mr Justice Roy 

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. 

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.

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. 

A.   True

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. 

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.

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 

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.   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.

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. 

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.

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 ext

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. 

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.

B.   Partially intangible.

C.   Partially tangible.

D.   Capable of being made totally tangible. 

A.   For an airline a customer is the sole purpose of its existence.

C.   A customer is the most important person for an airline, whether in person, on telephone or online.

D.   None of the above 

A.   Should be strictly avoided; they have paid for their ticket and should be addressed as sir and ma'am, only.

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.  

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.