WorksheetsChapter 2 Service Quiz
Total questions: 20
Worksheet time: 11mins
Service is...
The area in a hospitality business that guests usually see.
An activity that is done for another person.
A customer who purchases products or services from a hospitality business.
An interaction between a customer and a staff member.
A customer who purchases products or services from a hospitality business is called a
employee
service
quality service
guest
Which of the following best defines customer service?
Act or manner of serving food and beverages.
All positive moments experienced between hospitality employees and customers.
Someone who purchases products or services from a business.
Total customer experience with a business.
Which of the following is an example of empathy?
Feeling angry when a customer insults you.
Feeling timid and withdrawing when a customer suggests your business is inadequate.
Shouting at a customer who shouts at you.
Understanding the tired feeling a customer has after traveling all day.
Which of the following helps meet the acceptance and esteem needs of customers?
Calling the customer by name.
Creating a sense of safety.
Providing quality food.
Providing good lighting.
Which of the following is not an intention of a customer service plan?
Effectively handle negative encounters.
Reduce customer and employee stress.
Encourage irritating customers to leave.
Retain customers.
Quality service is the key to establishing and maintaining a successful business.
True
False
______________________ are employees whose work rarely involves interacting with customers.
front-of-house employees
back-of house employees
front-of-the-house
back-of-the-house
The area in a hospitality business that guests usually see is called the ____________________.
back-of-the-house
front-of-the-house
front of the house employees
back-of-the-house employee
A time when the customer’s experience makes a bigger impact on customer satisfaction than at other times is called a _________________________.
customer-focused employees
critical moment
service encounter
back-of-the-house employees
Taking too long to deliver a customer check has little impact on the customer’s experience if other critical moments have been successful.
True
False
When customers call on the phone, it is not important to make a good impression because they cannot see you.
True
False
Which of the following is not a description of quality service provided by a customer-focused employee?
Responding quickly to customer requests.
Avoiding immediate eye contact.
Having good posture and appearance.
Smiling warmly at the customer.
Which of the following are examples of a well-groomed and clean employee? (Check all that apply)
Wearing a stained uniform.
Wearing a clean apron.
Hair is washed and tied back if needed.
Wearing dark badly chipped nail polish.
Which of the following statements is best to use if you are busy and cannot get to a customer immediately?
“We are so busy. You will have to wait over there.”
“Welcome to our restaurant. I will be with you as soon as possible!”
“It will be a while before I can get to you.”
“Wow, we are busy today! You might want to come back”
Word-of-mouth publicity can give a business good or bad publicity.
True
False
Which of the following are examples of back-of-the-house employees?
Front desk clerks, reservation agents, and bell attendants.
Hosts, hostesses, and parking attendants.
Housekeepers, the chef and cooks, and laundry attendants.
Servers, cashiers, and concierges.
The total customer experience with a business, which includes staff performance, courtesy of the staff, cleanliness of the property, and the way customers are treated.
the experience
the customer
customer service
critical moment
The positive feeling customers have about a business that meets their needs.
customer satisfaction
customer service plan
guest
service
What is the number one reason customers do not return to a business?
A long wait.
Not having what they wanted.
Poor service.
Consistent quality service.
