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WorksheetsSA1- SERVICE (3) 092023
Total questions: 31
Worksheet time: 2hrs 33mins
Name
Class
Date
1.
What to do if the customer complains / feedback that they have accidentally spilled their drink or that the drink is too sweet?
如果顾客抱怨/反馈他们不小心洒了饮料或饮料太甜该怎么处理？
a)
Apologize to the customer and make a new one
跟顾客道歉并重做一杯新的
b)
Note down their feedback and do nothing about it
记录下他们的反馈并不采取任何行动
c)
Refund the customer immediately
立即退款给顾客
d)
Direct them to call the HQ regarding their feedback
通知他们致电给总部询问关于他们的反馈
2.
If customer wants more than the Extra Sugar level. What should staff do?
如果顾客想要超过额外的糖含量。员工应该做什么？
a)
If customer insists, comply with customer's order, and let them know that it may affect the taste of the drink.
若顾客坚持，则遵守顾客的要求，
并让顾客知道这可能会影响饮料的味道
b)
Discourage customer from doing so as it would affect our SOP, and reject their request.
阻止顾客这样做，因为这会影响SOP，
并拒绝他们的请求
c)
Inform customer that consuming too much sugar may cause diabetes
告知顾客摄入过多糖分可能导致糖尿病
d)
Charge customer extra for requesting more than Extra Sugar level
如果顾客要求超过额外糖含量，
则需额外收费
3.
If customer order less ice and requests for even less ice while the staff is making the drink, what should the staff do?
如果顾客点了少冰饮料，并且在工作人员制作饮料时要求
减少冰量，工作人员应该怎么做？
a)
Proceed with the request and charge the customer extra
按照请求并向客户收取额外费用
b)
Scold the customer for causing the inconvenience and to proceed with the request
责骂顾客造成不便并根据请求继续制作
c)
Staff should inform customer that lesser ice may result in the drink being not as cold. If agrees, staff may proceed with the request
工作人员应告知顾客，较少的冰量可能会导致饮料不那么冷。如果他同意，工作人员可以继续处理请求
d)
Ignore the customer's requests
不理会顾客要求
4.
If customer call outlet to inform staff that straw was not provided (delivery order). How should staff reply?
如果顾客致电门店告知工作人员未提供吸管（外送订单)
员工该如何回复？
a)
Straws are optional and is only included upon request
吸管是选择性的并有请求才给予
b)
Inform customer to call HQ to complain about this issue
通知顾客致电给总部投诉关于这件事情
c)
Encourage customer to complain through the food delivery platform
鼓励顾客通过外送系统投诉
d)
Apologize and thank customers for their feedback. Staff should also mention that they would be more diligent in putting in straws for future orders
向客户的反馈表示歉意并感谢他们。
工作人员还应该提到，他们会更加
专心为以后的订单放入吸管
5.
If the customer wants to change the order. What should staff do?
如果顾客要更换饮品该怎么处理？
a)
If drinks ready, let the customer know and check if they can accept their original order. If the customer insists, assist to change their order accordingly (ensure to collect the right amount).
如果饮品已准备好，请告知顾客并检查他们是否可以接受原订单。如果顾客坚持，协助相应更改订单（确保收取正确的金额）。
b)
Inform customer that once the order has been placed, changes are not allowed.
如果饮料已准备好则不能更改
c)
Make a new drink and give 2 drinks to customer
重新做一杯并把两杯一起交予顾客
d)
Ask SIC what to do
询问SIC该这么处理
6.
If customer's cashless payment does not go through and customer does not have enough cash on hand. What should staff do?
如果顾客的无现金支付未成功且客户手头没有足够的现金。
员工应该做什么？
a)
Politely apologize for the inconvenience, explain the situation to customer and direct them to the nearest ATM of their bank
礼貌地向顾客道歉, 解释情况并引导顾客去最靠近的提款机
b)
Void the order and suggest customer come back next time
取消顾客订单并建议他下次再来
c)
Keep trying until the cashless payment go through
继续尝试直到无现金支付成功
d)
Ask customer to contact their bank on their own to rectify the error
让客户自行联系银行以纠正错误
7.
If customer feedbacks that the same drink tastes different compared to other outlets. What should staff do?
如果顾客反馈表示饮料的味道和其他的分行不一样。员工该怎么做？
a)
Inform customer this is normal
告知顾客是正常的
b)
Encourage customer to write in to feedback
鼓励顾客写下反馈
c)
Suggest to customer to come back on another day to compare again
建议顾客改天再来做比较
d)
Thank customer for their feedback and get the details of customer's previous experiences (for example: the date, outlet and taste difference). Inform SIC for further investigation.
感谢顾客的反馈并记录下顾客之前的经验(包括: 时间, 分行和味道)并通知SIC进行调查
8.
If customer is waiting to order but staff have not finished opening duties. What should staff do?
如果员工还没完成开店作业并由顾客正在等待
员工该怎么处理？
a)
Let the customer wait, and ignore them.
让顾客等待并不理会他们
b)
Inform customer that the opening preparation is not done yet and staff can recommend other drinks that can be prepared
通知顾客还没准备好, 员工可以推荐那些不需要准备的饮料
c)
Ask customer to leave the outlet and come back in a while.
让顾客离开并通知他迟点再过来
d)
Accept their orders and tell them they need wait until they are done with the opening duties.
接下订单并告诉他们需要等到他们准备完成
9.
The first step to deal with upset customers is to _______________.
与不开心的顾客沟通的第一步骤是_______。
a)
Make them smile
让他们微笑
b)
Ignore them
不理会他们
c)
Give them refunds
退款给他们
d)
Listen attentively
认真聆听
10.
If customer bought a Golden Avocado without topping, which straw to offer them?
如果顾客购买了原创黄金牛油果(无配料), 应该提供哪种吸管？
a)
No straw
无需吸管
b)
Thin straw
细吸管
c)
Metal straw
金属吸管
d)
Thick straw
厚吸管
11.
If customer’s spilled / dropped their drinks, what should you do?
如果顾客把饮料洒了/掉了，该怎么处理？
a)
Ask customer to clean up the mess
要求顾客收拾残局
b)
Ask customer buy a new drinks, and help customer to clean up the spillage/dispose the broken cup.
让顾客重新买一杯饮料，并帮助顾客清理溢出物/
处理破损的杯子
c)
Ask customer to order a different drink and charge them again.
要求顾客点不同的饮料并重新收费
d)
None of the above
以上皆不是
12.
Can we assist the customer if they want us to poke straw? If yes, what is the technique of doing it?
如果顾客希望我们帮他们戳吸管，我们可以帮助他们吗？如果可以的话, 该怎么样协助？
a)
Yes. Remove the plastic halfway and poke the drink by still touching the plastic wrapper of the straw
可以，撕开一半塑料，并手握有塑料袋的部分帮顾客戳吸管
b)
Yes. Hold the customer's hand to show them how to poke the straw
可以，握着顾客的手并向他们展示如何戳吸管
c)
Yes. Remove all the plastic and touch the straw directly with my hands
可以，撕下塑料袋并直接用手触摸吸管
d)
No, we are not allowed to touch the customer's drink
不可以，我们不能触碰顾客的饮料
13.
If a customer receives the wrong drink order via delivery, and the customer calls the outlet, what should the staff do?
如果顾客通过送货服务收到了错误的饮料订单并给门店打电话
a)
Inform customer that they are unable to give the customer their drink immediately as (Delivery platform) does not do re-delivery. Customer can email to: general.enquiry@royal-tg.com
告知顾客由于（外送平台）无法进行二次配送，
因此无法立即向顾客提供饮料。客户可以发送电子邮件至:
general.enquiry@royal-tg.com
b)
Ask the customer to contact the Delivery platform as this has nothing to do with LiHO
请客户联系外送平台，因为这与LiHO无关
c)
Make a new drink and ask customer to collect at the outlet
制作新的饮料并请顾客到门店领取
d)
Tell the customer to just accept the wrong order
告诉顾客只接受错误的订单
14.
If a customer physically goes back to outlet and tells staff that their drink contains a foreign object, what should the staff do?
如果顾客亲自回到商店并告诉工作人员他们的饮料中含有异物
员工应该怎么处理？
a)
Scoop out the foreign object and return customer the drink
拿出异物并将饮料退还给顾客
b)
Tell customer to go to head office with the evidence to get a refund
告知顾客携带证据前往HQ办理退款
c)
Apologise for the inconvenience. Change drink immediately and keep the foreign object for further investigation
向顾客道歉。立即更换饮料并保留异物以备进一步调查
d)
Ignore the customer's feedback and chase them away
无视顾客的反馈并将他们赶走
15.
If customer wants to buy the Member's $2 Classic Milk Tea with Golden Pearls and wants to add on a different topping, which is the correct policy?
如果顾客想购买会员$2经典黄金珠奶茶饮品，并想添加其他的配料，正确的政策是什么？
a)
Customer can add as many toppings as they want at no extra charges
顾客可以添加任意数量的配料，无需额外付费
b)
Customer cannot add/change/ remove toppings for this promotional drink
顾客不能添加/更换/移除此促销饮料的配料
c)
Customer can only add on the same topping but not a different one
顾客只能添加相同的配料，不能添加不同的配料
d)
Customer would have to pay the price of the extra toppings.
顾客必须支付额外配料的价格
16.
If customer is very unhappy and started scolding the staff. What should staff do?
如果顾客非常不高兴并开始责骂员工。员工应该怎么处理？
a)
Listen attentively to the customers and solve the issue right way.
If staff is unable to resolve the issue, encourage customer to write in for further assistance from HQ.
Staff should also report the incident to SIC.
认真倾听顾客的反馈并立即解决问题。如果员工无法解决问题，
请顾客写信向总部寻求进一步帮助。
员工也应该向SIC报告该事件。
b)
Let customers vent their unhappiness on them
让顾客把不满发泄在他们身上
c)
Walk away from the situation and let the customer calm down
离开现场，让顾客冷静下来
d)
Scold the customer back and say sorry
骂回顾客并说对不起
17.
If customer wants to place a bulk order in advance. What should staff do?
如果客户想提前批量订购。 员工应该怎么处理？
a)
Write down the order on a piece of paper and pass to SIC
将订单写在纸上并交给 SIC
b)
Inform customer the outlet do not accept bulk orders
告知顾客不接受批量订单
c)
Accept the bulk order and collect payment from customer
接受批量订单并向顾客收取付款
d)
Inform customer to send an email to general.enquiry@royal-tg.com and HQ will contact them accordingly.
通知客户发送电子邮件至general.enquiry@royal-tg.com，总部将与他们联系。
18.
If customer has rowdy behavior and is scaring other customers away. What should staff do?
如果顾客有粗暴行为并吓跑其他顾客。 员工应该怎么处理？
a)
Stay calm and scold the customer's back
保持冷静并骂回顾客
b)
Stay calm. However, if the customer poses a threat to staff, call and report incident to mall security
保持冷静。 若顾客对员工构成威胁，请致电并向商场保安报告事件
c)
Stay calm and ignore the customer, hope he would calm down
保持冷静，不理会顾客，希望他冷静下来
d)
Stay calm and call the police right away
保持冷静并立即报警
19.
There's a few cups of same drink that I've made with different sugar options. The stickers are not on the cup, what should I do?
员工用不同的糖份制作了几杯相同的饮料。 杯子上没有贴纸，该怎么处理？
a)
Keep quiet about the mistake hoping customer would not find out
保持安静并希望顾客不会发现到
b)
Apologize to customer and ask them if they are okay to accept the drinks
向顾客致歉并询问他们是否可以接受
c)
Try to guess which is the correct drink
尝试猜测哪杯是正确的
d)
Redo the drink if I cannot identify the difference.
重做饮料若不能分辨饮料
20.
If customer said "The drink I took doesn’t belong to me, it’s not my order!" What should you do?
如果顾客说“我拿的饮料不是我的，这不是我点的！”
员工该怎么处理？
a)
Tell customer to just accept the drink
告诉顾客只需接受饮料即可
b)
Make a new drink for customer immediately
立即重新制作一杯新的饮料
c)
Ask customer to look for the correct drink on the counter themselves.
请顾客自行在柜台上寻找正确的饮料
d)
Check receipt and drink, apologize and provide customer with the correct drink
检查收据和饮料，道歉并为顾客提供正确的饮料
21.
What if there is missing order of one cup? What should you do?
如果缺了一杯饮料，员工该怎么处理？
a)
Compensate customer by giving a free drink
通过赠送一杯免费饮料来补偿顾客
b)
Check customers receipt, apologize and prepare the missing order
检查顾客收据，道歉并准备遗漏的饮料
c)
Make a new cup and refund the customer
制作新的一杯并退款给顾客
d)
Encourage customer to feedback to HQ
鼓励顾客反馈给HQ
22.
What is the correct way to reply to a customer if you are unsure about their questions?
如果您不确定顾客的问题，回复顾客的正确方法是什么？
a)
Sorry, let me check for you (proceed to check with SIC or other staff)
抱歉，我帮您查一下（请向SIC或其他工作人员核实)
b)
Do not attend to customer, get the SIC to talk to them
不理会客户，让 SIC 与他们交谈
c)
Ask them to call head office
让他们致电到HQ
d)
Provide inaccurate answers
给予不正确的答案
23.
When a customer waited for a long time for his/her drink , what should you do?
当顾客等饮料时间较长时，该怎么处理？
a)
Ask them to cancel the order
让他们取消订单
b)
Ignore them and continue doing my work
不理会他们并继续工作
c)
Show empathy and apologise for the delay
表现出同理心并对延误表示歉意
d)
Tell them to wait as we are busy
让他们等一下，因为我们很忙
24.
If customer asks "How do I know what vouchers I have in myLiHO Membership?" How should you reply?
如果顾客询问“我如何知道 myLiHO 会员中有哪些优惠券？” 应该如何回复呢？
a)
They can view it through their myLiHO TEA app and redeem online or at the cashier by informing the staff.
他们可以通过 myLiHO TEA 应用程序查看并通知员工在收银台/在线上兑换。
b)
Must see from our POS only
只能通过我们的POS知道而已
c)
There's no vouchers for members
会员没有优惠券
d)
There's no way to check what vouchers you have.
无法检查拥有哪些优惠券
25.
Which are the drinks service staff DO NOT have to shake (in cup) before serving to the customer?
哪些饮料服务人员在为顾客提供服务之前无需摇晃（在杯中）？
a)
Snow Mountain Double Chocolate Milk
双倍超浓雪山可可
b)
Golden Da Hong Pao Oat Latte
黄金大红袍燕麦拿铁
c)
Snow Mountain Salted Caramel Frappe
雪山咸焦糖咖啡冰沙
d)
All of the above
以上都需要
26.
What is the correct way to serve the drinks to customer?
如何正确的服务顾客？
a)
Call order number, ask the customer if they need a bag, put together or separate and end off with a "thank you, have a nice day"
呼叫订单号码并询问是否需要纸袋，分开或是放在一起，最后说“感谢您有一个愉快的一天”
b)
Just put it at the counter top and call number
放在柜台和呼叫订单号码
c)
Wave at customer and get them to come over, put the drinks in the bag and end off with "Thank you"
向顾客挥手让他们过来，将饮料放入袋子中，最后说“谢谢”
d)
Call order number, put straight into a bag and end off with "bye"
呼叫订单号码，直接放入包袋子，最后说“再见”
27.
Share with us way(s) to provide service that boosts customer happiness.
与我们分享提供提高客户满意度的服务的方法。
a)
Encourage customer to buy the most expensive drinks
鼓励顾客买最贵的饮料
b)
Suggest customer to add more toppings
建议顾客多加一些配料
c)
Serve customer with a smile and greet them
用微笑向他们打招呼
d)
Friendly tone, helpful at ordering and when receiving the drinks.
语气友好，在点餐和接收饮料上帮助他们
28.
Are we able to skip customer’s collection number? If yes, at what situation allows you to skip the collection number?
我们可以跳过顾客的订单号码吗？ 如果可以，什么情况下可以跳过订单号码？
a)
No, we must follow the queue number strictly
不行，一定要照着顺序订单号
b)
Yes, if the customer orders the most expensive drink
可以，如果顾客选了最贵的饮料
c)
Yes, if the customer is an elderly
可以，如果顾客是年长人士
d)
Yes, if there are bulk orders. Inform the customer with bulk order that priority of completing orders will be given to those customers with lesser quantity of drinks as we are still preparing the bulk order
可以，如果有批量订单。 告知批量订单的顾客，由于我们仍在准备大宗订单，因此饮料数量较少的顾客将优先完成订单
29.
If a customer physically returns to the outlet because they are unsatisfied with their drink, what should staff do?
如果顾客因对饮料不满意而亲自返回商店，员工应该怎么处理？
a)
Take note of customer's feedback and let SIC know about this matter
b)
Ask them to call head office to speak to the customer service department
让他们致电到HQ的客户服务部
c)
Refund the customer
退款给顾客
d)
Apologize and make a new drink for customer.
道歉并制作新的一杯给顾客
30.
If a customer walk in ask "How do I sign up to be a myLiHO TEA Membership?", how should you answer?
如果顾客走进来问“我如何注册成为myLiHOTEA会员？”，您应该如何回答？
a)
Say you don't know about it too.
告诉他你也不知道
b)
ask them to google the answer
让他们去Google搜索
c)
Call SIC to answer the question
致电给SIC并让SIC回答
d)
Inform customer that they can scan the QR Code to get the website link.
通知顾客扫描二维码来获取注册网址
31.
Customer spilled their hot drink on themselves accidentally. What should you do?
顾客不小心将热饮洒到了自己身上， 员工该怎么处理？
a)
Stop and stare at the customer. Only do something if customer speaks to you about it
站着并盯着顾客。 若顾客与您谈论此事时才采取行动
b)
Laugh at the customer for not being careful
嘲笑顾客不小心
c)
Assist them to find running water and provide burn gel from our first aid kit
帮助他们找到流动的自来水并从我们的急救箱中提供烧伤凝胶
d)
Give them a cold wet table cloth to apply
给他们一块冷湿的桌布来涂抹
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