2026 Selfish SMAT Module A+B+C All-in-One
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Description
Book Introduction
The book “2026 Selfish SMAT Module A+B+C All-in-One,” which allows you to study SMAT Modules A, B, and C in one book, has been published by Selfish.
This book is for students preparing for the Service Management Qualification Exam, and contains only the most essential content carefully analyzed based on recent exam trends.
For each module, the theory is explained in detail so that even beginners can easily learn it, and it is composed of true or false questions that can be used to check one's skills immediately after learning the theory.
Volume 2 includes practice exams that allow you to check the actual exam types and open questions from the implementing agency, allowing you to learn the theory and acquire a feel for the actual exam.
By utilizing the author's free video lectures, detailed and helpful explanations, frequently used terminology notes provided upon purchase verification, and the latest exam questions, you'll be one step closer to passing the exam.
This book is for students preparing for the Service Management Qualification Exam, and contains only the most essential content carefully analyzed based on recent exam trends.
For each module, the theory is explained in detail so that even beginners can easily learn it, and it is composed of true or false questions that can be used to check one's skills immediately after learning the theory.
Volume 2 includes practice exams that allow you to check the actual exam types and open questions from the implementing agency, allowing you to learn the theory and acquire a feel for the actual exam.
By utilizing the author's free video lectures, detailed and helpful explanations, frequently used terminology notes provided upon purchase verification, and the latest exam questions, you'll be one step closer to passing the exam.
- You can preview some of the book's contents.
Preview
index
[Volume 1] Theory
- SMAT Module A Business Communication
PART 01 Etiquette and Business Manners
CHAPTER 01 Etiquette and Manners
CHAPTER 02 Basic Business Manners
CHAPTER 03 Business Response by Situation
CHAPTER 04 Telephone Manners
CHAPTER 05 Global Manners
PART 02 Image Making
CHAPTER 01 Images
CHAPTER 02 Introduction to Image Making
CHAPTER 03 Image-Making for Service Professionals
CHAPTER 04 Voice Image
PART 03 Understanding Customers
CHAPTER 01 Customer Concept
CHAPTER 02 CATEGORY OF CUSTOMERS
CHAPTER 03 Customer Purchase Decision Process
CHAPTER 04 Understanding Personality Types
PART 04 Customer Communication
CHAPTER 01 Understanding Communication
CHAPTER 02 Communication Techniques
CHAPTER 03 ORGANIZATIONAL COMMUNICATION
CHAPTER 04 Emotional Communication
CHAPTER 05 Persuasion and Negotiation
PART 05 Meeting Planning and Protocol Practice
CHAPTER 01 Meeting Planning
CHAPTER 02 MICE INDUSTRY
CHAPTER 03 Protocol Practice
CHAPTER 04 Presentation
- SMAT Module B Service Marketing?Sales
PART 01 Service Sales and Customer Consultation
CHAPTER 01 Understanding Service Sales
CHAPTER 02 Service Sales Strategy
CHAPTER 03 Success Strategies for Service Sales
CHAPTER 04 Service Contact Management and MOT
PART 02 Customer Relationship Management (CRM)
CHAPTER 01 CUSTOMER RELATIONSHIPS
CHAPTER 02 Customer Purchase Cycle and Customer Loyalty
CHAPTER 03 Understanding Customer Relationship Management (CRM)
CHAPTER 04 Customer Experience Management (CEM)
CHAPTER 05 Customer Portfolio Management and Customer Value
PART 03 VOC and Complaint Management
CHAPTER 01 VOC Management System
CHAPTER 02 Big Data
CHAPTER 03 Complaints
CHAPTER 04 Complaint Response Techniques
CHAPTER 05 SERVICE FAILURE AND RECOVERY
CHAPTER 06 Bad Customers and Good Customers
PART 04 Service Distribution Management
CHAPTER 01 Distribution Channels
CHAPTER 02 Service Distribution Locations
CHAPTER 03 Types of Service Distribution Channels
CHAPTER 04 ELECTRONIC DISTRIBUTION CHANNELS
CHAPTER 05 Service Physical Environment
PART 05 Education, Training, and Motivation for Adult Learners
CHAPTER 01 Adult Learning
CHAPTER 02 EDUCATION AND TRAINING
CHAPTER 03 Service Coaching and Mentoring
CHAPTER 04 Emotional Labor and Motivation
CHAPTER 05 Service Marketing and Internal Marketing
- SMAT Module C Service Operation Strategy
PART 01 Introduction to the Service Industry
CHAPTER 01 Service Theory
CHAPTER 02 Service Industry
CHAPTER 03: The Service Economy and the Service Paradox
CHAPTER 04 Service Business Model
PART 02 Service Process Development and Quality Management
CHAPTER 01 Service Process
CHAPTER 02 Improving Service Processes
CHAPTER 03 Service Quality
CHAPTER 04 Company-Wide Quality Management
CHAPTER 05 Service Research and Development (R&D)
PART 03 Service Supply and Demand Management
CHAPTER 01 Service Pricing Management
CHAPTER 02 MANAGING SERVICE EXPECTATIONS
CHAPTER 03 SERVICE Demand Management
CHAPTER 04 SERVICE PROVISION MANAGEMENT
CHAPTER 05 Service Yield Management
CHAPTER 06 SERVICE WAIT MANAGEMENT
PART 04 Service Human Resource Management
CHAPTER 01 Human Resource Management
CHAPTER 02 Service Personnel Selection
CHAPTER 03 Job Evaluation and Compensation
CHAPTER 04 Labor-Management Relations Management
CHAPTER 05 Labor Productivity Management
PART 05 Customer Satisfaction Management Strategy
CHAPTER 01 Customer Satisfaction Management and Strategy
CHAPTER 02 Measuring Customer Satisfaction
CHAPTER 03 Management Strategy and Analysis
CHAPTER 04 Competitive Advantage Strategy and Service Marketing
[Volume 2] Workbook
- SMAT Module A Business Communication
PART 06 Public Issues of the Enforcement Agency
Public Issues of the Enforcement Agency No. 1
Public Issues of the Enforcement Agency, No. 2
Public Issues of the Enforcement Agency No. 3
PART 07 Answers & Explanations
Public Issues of the Enforcement Agency No. 1
Public Issues of the Enforcement Agency, No. 2
Public Issues of the Enforcement Agency No. 3
- SMAT Module B Service Marketing?Sales
PART 06 Public Questions & Practice Tests
Public Questions & Practice Test 1
Public Exam Questions & Practice Test 2
Public Exam Questions & Practice Test 3
PART 07 Answers & Explanations
Public Questions & Practice Test 1
Public Exam Questions & Practice Test 2
Public Exam Questions & Practice Test 3
- SMAT Module C Service Operation Strategy
PART 06 Public Questions & Practice Tests
Public Questions & Practice Test 1
Public Exam Questions & Practice Test 2
Public Exam Questions & Practice Test 3
PART 07 Answers & Explanations
Public Questions & Practice Test 1
Public Exam Questions & Practice Test 2
Public Exam Questions & Practice Test 3
[Purchase Certification PDF] Another Miraculous Passing Materials Collection
- SMAT Module A Business Communication
PART 01 Etiquette and Business Manners
CHAPTER 01 Etiquette and Manners
CHAPTER 02 Basic Business Manners
CHAPTER 03 Business Response by Situation
CHAPTER 04 Telephone Manners
CHAPTER 05 Global Manners
PART 02 Image Making
CHAPTER 01 Images
CHAPTER 02 Introduction to Image Making
CHAPTER 03 Image-Making for Service Professionals
CHAPTER 04 Voice Image
PART 03 Understanding Customers
CHAPTER 01 Customer Concept
CHAPTER 02 CATEGORY OF CUSTOMERS
CHAPTER 03 Customer Purchase Decision Process
CHAPTER 04 Understanding Personality Types
PART 04 Customer Communication
CHAPTER 01 Understanding Communication
CHAPTER 02 Communication Techniques
CHAPTER 03 ORGANIZATIONAL COMMUNICATION
CHAPTER 04 Emotional Communication
CHAPTER 05 Persuasion and Negotiation
PART 05 Meeting Planning and Protocol Practice
CHAPTER 01 Meeting Planning
CHAPTER 02 MICE INDUSTRY
CHAPTER 03 Protocol Practice
CHAPTER 04 Presentation
- SMAT Module B Service Marketing?Sales
PART 01 Service Sales and Customer Consultation
CHAPTER 01 Understanding Service Sales
CHAPTER 02 Service Sales Strategy
CHAPTER 03 Success Strategies for Service Sales
CHAPTER 04 Service Contact Management and MOT
PART 02 Customer Relationship Management (CRM)
CHAPTER 01 CUSTOMER RELATIONSHIPS
CHAPTER 02 Customer Purchase Cycle and Customer Loyalty
CHAPTER 03 Understanding Customer Relationship Management (CRM)
CHAPTER 04 Customer Experience Management (CEM)
CHAPTER 05 Customer Portfolio Management and Customer Value
PART 03 VOC and Complaint Management
CHAPTER 01 VOC Management System
CHAPTER 02 Big Data
CHAPTER 03 Complaints
CHAPTER 04 Complaint Response Techniques
CHAPTER 05 SERVICE FAILURE AND RECOVERY
CHAPTER 06 Bad Customers and Good Customers
PART 04 Service Distribution Management
CHAPTER 01 Distribution Channels
CHAPTER 02 Service Distribution Locations
CHAPTER 03 Types of Service Distribution Channels
CHAPTER 04 ELECTRONIC DISTRIBUTION CHANNELS
CHAPTER 05 Service Physical Environment
PART 05 Education, Training, and Motivation for Adult Learners
CHAPTER 01 Adult Learning
CHAPTER 02 EDUCATION AND TRAINING
CHAPTER 03 Service Coaching and Mentoring
CHAPTER 04 Emotional Labor and Motivation
CHAPTER 05 Service Marketing and Internal Marketing
- SMAT Module C Service Operation Strategy
PART 01 Introduction to the Service Industry
CHAPTER 01 Service Theory
CHAPTER 02 Service Industry
CHAPTER 03: The Service Economy and the Service Paradox
CHAPTER 04 Service Business Model
PART 02 Service Process Development and Quality Management
CHAPTER 01 Service Process
CHAPTER 02 Improving Service Processes
CHAPTER 03 Service Quality
CHAPTER 04 Company-Wide Quality Management
CHAPTER 05 Service Research and Development (R&D)
PART 03 Service Supply and Demand Management
CHAPTER 01 Service Pricing Management
CHAPTER 02 MANAGING SERVICE EXPECTATIONS
CHAPTER 03 SERVICE Demand Management
CHAPTER 04 SERVICE PROVISION MANAGEMENT
CHAPTER 05 Service Yield Management
CHAPTER 06 SERVICE WAIT MANAGEMENT
PART 04 Service Human Resource Management
CHAPTER 01 Human Resource Management
CHAPTER 02 Service Personnel Selection
CHAPTER 03 Job Evaluation and Compensation
CHAPTER 04 Labor-Management Relations Management
CHAPTER 05 Labor Productivity Management
PART 05 Customer Satisfaction Management Strategy
CHAPTER 01 Customer Satisfaction Management and Strategy
CHAPTER 02 Measuring Customer Satisfaction
CHAPTER 03 Management Strategy and Analysis
CHAPTER 04 Competitive Advantage Strategy and Service Marketing
[Volume 2] Workbook
- SMAT Module A Business Communication
PART 06 Public Issues of the Enforcement Agency
Public Issues of the Enforcement Agency No. 1
Public Issues of the Enforcement Agency, No. 2
Public Issues of the Enforcement Agency No. 3
PART 07 Answers & Explanations
Public Issues of the Enforcement Agency No. 1
Public Issues of the Enforcement Agency, No. 2
Public Issues of the Enforcement Agency No. 3
- SMAT Module B Service Marketing?Sales
PART 06 Public Questions & Practice Tests
Public Questions & Practice Test 1
Public Exam Questions & Practice Test 2
Public Exam Questions & Practice Test 3
PART 07 Answers & Explanations
Public Questions & Practice Test 1
Public Exam Questions & Practice Test 2
Public Exam Questions & Practice Test 3
- SMAT Module C Service Operation Strategy
PART 06 Public Questions & Practice Tests
Public Questions & Practice Test 1
Public Exam Questions & Practice Test 2
Public Exam Questions & Practice Test 3
PART 07 Answers & Explanations
Public Questions & Practice Test 1
Public Exam Questions & Practice Test 2
Public Exam Questions & Practice Test 3
[Purchase Certification PDF] Another Miraculous Passing Materials Collection
Detailed image
Publisher's Review
- Systematic structure for passing only
Volume 1 displays the frequency of questions in each chapter based on test trends analyzed over many years, and highlights important content with a star.
We have included true or false questions for each part so that you can review the theory immediately after learning it, allowing you to prepare for true or false questions while reviewing the theory.
- Solutions to open questions and mock exams
If you studied the theory and briefly reviewed it in Volume 1, it's time to tackle the problems in Volume 2. SMAT Modules A, B, and C each contain problems released by the testing agency. Modules B and C also provide an additional mock exam to further practice the exam format.
- Watch free video lectures
If you're studying on your own and come across a part you don't understand, you can watch the video lectures on the author's YouTube channel or the [Free Videos] bulletin board on the Igijeok website after verification.
You can also easily access and check by scanning the QR code at the top of page 6 of Volume 1.
- Providing a collection of materials for passing the exam
We will give away a 'Miracle Passing Materials Collection' to those who have verified their book purchase.
We provide a variety of study materials, including exam room sketches, study planners, the latest exam questions, and notes summarizing frequently used terms, so be sure to utilize them in your studies.
Igijeok is rooting for your success!
Volume 1 displays the frequency of questions in each chapter based on test trends analyzed over many years, and highlights important content with a star.
We have included true or false questions for each part so that you can review the theory immediately after learning it, allowing you to prepare for true or false questions while reviewing the theory.
- Solutions to open questions and mock exams
If you studied the theory and briefly reviewed it in Volume 1, it's time to tackle the problems in Volume 2. SMAT Modules A, B, and C each contain problems released by the testing agency. Modules B and C also provide an additional mock exam to further practice the exam format.
- Watch free video lectures
If you're studying on your own and come across a part you don't understand, you can watch the video lectures on the author's YouTube channel or the [Free Videos] bulletin board on the Igijeok website after verification.
You can also easily access and check by scanning the QR code at the top of page 6 of Volume 1.
- Providing a collection of materials for passing the exam
We will give away a 'Miracle Passing Materials Collection' to those who have verified their book purchase.
We provide a variety of study materials, including exam room sketches, study planners, the latest exam questions, and notes summarizing frequently used terms, so be sure to utilize them in your studies.
Igijeok is rooting for your success!
GOODS SPECIFICS
- Date of issue: September 22, 2025
- Page count, weight, size: 600 pages | 190*257*22mm
- ISBN13: 9788931480887
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