During customer-service training, Jasmin learns that three moments strongly shape a visitor’s impression of an FBO. Which set reflects these key factors?

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Question restatement: The prompt asks which set reflects the three moments that strongly shape a visitor’s impression of an FBO during customer-service training.
Option 1: 'Fuel price, aircraft type, and lobby décor' — This choice mentions elements like fuel price and aircraft type, which are operational or logistical considerations rather than the core moments that shape a visitor’s impression. Lobby décor is a physical aspect, but it does not capture the sequence of interaction moments. Overall, this option misaligns with the concept of the three experiential moments.
Option 2: 'The initial reception, the provision of service, and the sendoff' — This option highlights the three interaction stages a visitor experiences: arrival and welcome (initial reception), the actual service encounter (provision of service), and departure or farewell (sendoff). These are the classic moments that mold impression in service environments, aligning with standard customer-service training concepts. This is the strongest and most accurate choice.
Option 3: 'Ramp layout, hangar size, and parking availability' — These are physical and logistical features of the airport or FBO facilities, not the customer interaction moments that shape perception. They influence convenience or efficiency but do not constitute the three moments of service interaction.
Option 4: 'Staff scheduling, weather conditions, and runway length' — These factors pertain to operations and environment rather than the experiential moments of service delivery. They do not correspond to the three key impression-shaping moments described in customer-service training.
Summary: Among the options, the second choice uniquely identifies the three interaction stages—initial reception, provision of service, and sendoff—that collectively shape a visitor’s impression. All other options mix in operational, physical, or environmental factors that are not the core three moments of customer-service experience.

FA25: AVIA-78 Sec 01 - Intro Aviation Mgmt Final Exam (In Class Only)

During customer-service training, Jasmin learns that three moments strongly shape a visitor’s impression of an FBO. Which set reflects these key factors?

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