Prostart L1 Chapter 20

1. Quality customer service will most likely result in

• increased marketing costs.

• lower payroll.

• higher turnover.

• better guest loyalty.

1. When rival restaurants share similar menus and food quality, a competitive advantage can most easily be gained by

• underselling other operations.

• improving customer service.

• creating a unique menu.

• moving to a better location.

1. An operation ensures that the exterior of the facility is spotless and well-kept, and the staff frequently rehearses the restaurant’s greeting script. What is the most likely outcome of this operation’s efforts?

• Guests will have a positive first impression of the operation.

• Profits will decrease because of costs to maintain the exterior of the facility.

• Staff turnover will increase due to the script requirements.

• Table service will become slower but more thorough.

1. Servers will help create a positive first impression by wearing

• brightly polished jewelry.

• a hat or head covering for sanitary purposes.

• a clean, ironed uniform.

• expensive, strong perfume.

1. What is a helpful service tip for addressing the needs of parents with small children?

• Bring out crayons and paper before service.

• Treat the children the same as the adults.

• Serve children’s food in take-out containers.

• Avoid going to the table unless necessary.

1. What are mystery shoppers?

• Guests who report a positive dining experience but never return

• Anonymous diners hired by an operation to critique the service

• Guest appreciation programs that are run during the holidays

• Repeat guests who frequently complete comment cards

1. What is the most immediate way to gather guest feedback?

• Holding focus groups

• Distributing comment cards

• Talking to diners

• Mailing surveys

1. When handling guest complaints, the first thing you should do is

• Listen to the guest to understand the issue.

• give the guest a free dessert no matter what.

• get another server or manager to handle the problem.

• walk away from the table without solving the issue.

1. A first impression can be defined as

• the feeling someone gets when ordering a dish.

• the strongest feelings that someone gets from an event, a location, or a person.

• The first time people search for a restaurant online.

• the first taste of any of the food or beverages served at a restaurant.

1. Which action should you NOT take when handling a guest complaint?

• Become defensive and get angry

• Be patient

• Listen to what the guest is saying

• Treat the guest with respect