9. Avery started a small business and is looking for the least expensive and most effective form of advertising. What should Avery consider?

c. Making a strong first impression on customers

a. Offering discounts on her products

b. Putting up billboards around the city

d. Providing good service to her customers

10. Emma, Jackson, and Mason are running a restaurant. Who among them is responsible for ensuring prompt, friendly, and professional service from the time a guest arrives to the time of departure?

d. All of them as they are all foodservice employees

11. Elijah, Abigail, and Kai are running a small cafe. They believe that their service can be improved through training, effort, and

d. showing more commitment to their work.

a. introducing a new fragrance in the cafe.

b. changing their clothing or uniforms.

c. increasing their profit margins.

12. Henry, Harper, and Elijah are running a lemonade stand. They notice that their stand is attracting more customers than the one across the street. What could be the reason for this?

c. They have a competitive advantage over the other stand.

a. They are advertising their lemonade stand more effectively.

b. They are using suggestive selling techniques.

d. They are providing better customer service.

14. David runs a small cafe. He believes that good customer service is crucial for his business. Which of the following could be a benefit of providing good customer service in his cafe?

d. Enhanced business reputation

15. Aiden, Daniel, and Hannah are working in a restaurant. According to them, what is the single most important aspect of their job in this service industry?

c. Serving the customers directly

b. The work environment of the restaurant

17. James runs a restaurant and he believes that quality customer service is crucial. If James focuses on providing quality customer service, it will most likely result in

d. increased loyalty from his guests.

a. lower payroll for his staff.

b. higher turnover of his staff.

c. increased marketing costs for his restaurant.

Lily and Nora both own restaurants in the same city. Their menus and food quality are quite similar. If they want to gain a competitive advantage, which of the following strategies would be most effective?

b. Lily and Nora focus on improving their customer service.

a. Lily and Nora try to undersell other restaurants in the city.

c. Lily and Nora consider moving their restaurants to a better location.

d. Lily and Nora work on creating a unique menu.

Maya, Oliver, and Noah are working as servers at a high-end restaurant. What would help them create a positive first impression on their customers?

d. Wearing a clean, ironed uniform

a. Wearing a hat or head covering

c. Wearing brightly polished jewelry

20. Kai and Rohan are running a restaurant and a family with small children comes in. Which of the following would be a helpful service tip for addressing the needs of the family?

b. Bring out crayons and paper before service.

a. Serve children’s food on paper plates.

c. Treat the children the same as the adults.

d. Avoid going to the table unless necessary.

21. James, Arjun, and Elijah are working in a restaurant. A guest in a wheelchair comes in. What would be a helpful service tip for them to follow?

c. Seat the guest in an area with plenty of space.

a. Avoid going to the guest's table unless necessary.

b. Serve the guest's food first.

d. Go over the menu in great detail with the guest.

22. Arjun, David and Scarlett are discussing about a new term they heard in their hospitality management class - 'mystery shoppers'. Can you help them understand what it means?

d. Anonymous diners hired by an operation to critique the service

a. Part of a guest appreciation program run during the holidays

b. Repeat guests who frequently complete comment cards

c. Guests who report a positive dining experience but never return

23. Daniel is managing a restaurant. He wants to gather feedback from his guests. Which is the simplest and most immediate way for him to do this?

b. Talking to William and Luna while they are dining

a. Mailing surveys to William and Luna after they have dined

c. Distributing comment cards to William and Luna

d. Holding focus groups with William and Luna

26. Aiden, Liam, and Abigail are planning to start a restaurant. In the foodservice industry, what would they consider as 'service'?

d. The benefits that Aiden, Liam, and Abigail's restaurant and foodservice employees provide to guests.

a. The feeling that guests like Aiden, Liam, and Abigail take with them from their experience with the restaurant.

b. A marketing engagement between guests and employees at Aiden, Liam, and Abigail's restaurant.

c. The elements that attract a guest to Aiden, Liam, and Abigail's restaurant over another.

27. Arjun, Abigail, and Scarlett are working in a restaurant. In this context, what does hospitality refer to?

c. The feeling that guests take with them from their experience with Arjun, Abigail, and Scarlett at the restaurant

a. The benefits Arjun, Abigail, and Scarlett provide to guests at the restaurant

b. An engagement between guests and Arjun, Abigail, and Scarlett

d. The elements that attract a guest to the restaurant where Arjun, Abigail, and Scarlett work over another

28. Arjun, Charlotte, and Michael are running a restaurant. Why is it important for them to create a good first impression on their customers?

d. It makes guests more likely to forgive minor errors.

a. It sets the stage for an average dining experience.

b. It provides expensive advertising.

c. It ensures the guests will not return.

30. Abigail and Lily are running a cafe. According to them, what two elements are critical to providing high-quality customer service in their cafe?

b. Providing good service and maintaining a hospitable environment

a. Providing good service and ensuring a great experience for the customers

c. Ensuring guest loyalty and maintaining a hospitable environment

d. Gaining a competitive advantage and providing good service

31. William, Abigail, and Hannah are running a food truck in a highly competitive market. In this context, what would be their competitive advantage?

c. The unique aspect that attracts a customer to their food truck over another

a. The people they intend to serve as customers

b. A strategy that makes a focused appeal to a distinct group of customers

d. Promoting their food truck’s products, service, and identity

32. Arjun, Lily, and Avery went to a restaurant. They were given a piece of paper after their meal. What are those papers called?

a. Those are comment cards, quick surveys that guests complete that note their level of satisfaction with the food and service provided

b. Those are notes from the server about food allergens

c. Those are funny sayings at the tables to make guests feel welcome

d. Those are a chef’s notes detailing the ingredients of a menu item

34. Nora is working as a server at a restaurant. A guest, William, asks her a specific question about the ingredients in a dish that she doesn't know. What should Nora do?

d. Ask someone else at the restaurant who knows the answer.

a. Assume the dish contains allergens.

b. Make an educated guess about the ingredients.

c. Tell William to read the menu.

Chapter 20: Principles of Great Service

Quiz

•

others

•

Practice Problem

•

Medium

Veronica Monsegur

Used 6+ times

FREE Resource

a. Smile

b. Hang up

c. Take notes

d. Speak effectively

7.

MULTIPLE CHOICE QUESTION

30 sec • 3 pts

7. Maya, Oliver, and David went to a new restaurant. The feeling they took with them from their experience at the restaurant is called

a. service.

b. empathy.

c. hospitality.

d. satisfaction.

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Chapter 20: Principles of Great Service

34 questions

Rohan, a customer service representative, receives a complaint from a customer. According to company policy, is Rohan responsible for making sure the complaint gets resolved?

2. Aria is a receptionist at a hotel. She believes that one of the best ways to make a strong first impression on guests is through the initial interaction. Is this true?

3. Arjun, Henry, and Olivia went to a new restaurant. They noticed that the appearance of the restaurant's employees significantly impacted their first impressions. Is this a common occurrence?

4. Luna, Olivia, and Oliver visit the same restaurant. Do they all have the same needs?

5. Jackson, a manager at a retail store, believes that taking employee feedback is an important part of providing great customer service. Maya and Olivia, his employees, agree with him. Is this belief correct?

6. Hannah is working as a receptionist at a hotel. She receives a complaint from a guest over the phone. What should she do to develop a complete understanding of the caller's problem?

7. Maya, Oliver, and David went to a new restaurant. The feeling they took with them from their experience at the restaurant is called

8. Emma, Daniel, and James are working in a restaurant. What do they provide to their customers?

9. Avery started a small business and is looking for the least expensive and most effective form of advertising. What should Avery consider?

10. Emma, Jackson, and Mason are running a restaurant. Who among them is responsible for ensuring prompt, friendly, and professional service from the time a guest arrives to the time of departure?

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