WorksheetsChapter 20 Level 1 Study Guide
Total questions: 39
Worksheet time: 20mins
When handling a guest complaint over the phone, it is a good idea to ________, so that you can develop a complete understanding of the caller’s problem.
Take notes
Ignore the complaint
Transfer the call immediately
Record the conversation
The feeling that guests take with them from their experience with a restaurant or foodservice operation is called ________.
hospitality
ambiance
service
cuisine
Restaurant and foodservice employees provide ________.
service
products
entertainment
transportation
A ________ is one of the least expensive and most effective forms of advertising.
strong first impression
television commercial
billboard advertisement
radio jingle
Who is responsible for ensuring prompt, friendly, and professional service from the time a guest arrives to the time of departure?
All food service employees
Waiter/waitress
Manager
Host/hostess
Service can be improved through training, effort, and ________.
commitment
luck
chance
randomness
The element that attracts a guest to one operation over another is called a ________.
competitive advantage
marketing strategy
customer service
location
The guest’s initial experience with the operation is called the ________.
first impression
final review
secondary assessment
concluding observation
Which of the following is a benefit of good customer service?
Enhanced business reputation
Free advertising
The ability to relax
The option to charge more
________ is the single most important aspect of the job when working in a service industry.
Serving people directly
Managing finances
Developing new products
Conducting market research
What accounts for all the many different settings in which an initial guest interaction might occur?
Customer service plan
Host greeting plan
Multiple setting flowchart
Initial interaction plan
Quality customer service will most likely result in ________.
increased guest loyalty
decreased customer satisfaction
higher employee turnover
Higher prices
When two restaurants share similar menus and food quality, a competitive advantage can most easily be gained through ________.
improving customer service
lowering prices
expanding the menu
increasing advertising
For servers, ________ helps to create a positive first impression.
a clean, ironed uniform
smiling
constant attention
a colorful uniform
Bring out crayons and paper before service is a helpful service tip for addressing the needs of parents with small children.
True
False
Seat the guest in an area with plenty of space is a helpful service tip when serving a guest in a wheelchair. True or False?
True
False
Anonymous diners hired by an operation to critique the service are ________.
mystery shoppers
food critics
restaurant reviewers
culinary inspectors
Talking to diners is the simplest and most immediate way to gather guest feedback.
True
False
Quick surveys that guests complete that note their level of satisfaction with the food and service provided are called ________.
comment cards
feedback forms
satisfaction surveys
customer reviews
Focus groups are when guests or employees meet as a group to talk with managers about possible improvements in service or other areas. True or False?
True
False
In the foodservice industry, the benefits restaurant and foodservice employees provide to guests is called what?
service
benefits
customer satisfaction
perks
In the foodservice industry, the feeling that guests take with them from their experience with an operation is called what?
hospitality
service
preparation
contentment
A reason for an operation to create a good first impression is ________.
It makes guests more likely to forgive minor errors
It ensures immediate customer loyalty
It guarantees repeat business
It eliminates the need for further marketing
What should you do as soon as guests arrive at a foodservice operation?
Ignore them
Greet them
Inform them of the wait time
Serve them immediately
What are the two elements critical to high-quality customer service?
Food and drinks
Service and hospitality
Location and ambiance
Price and quality
In the foodservice industry, what is the thing that attracts a guest to one operation over another?
A competitive advantage.
The color of the menu.
The type of napkins used.
The brand of kitchen equipment.
What are comment cards?
A) Detailed feedback forms
B) Quick surveys that guests complete
C) Payment receipts
D) Reservation confirmations
What should a server do if they do not know the answer to a guest's specific question about menu ingredients?
Ask someone who does know.
Guess the answer based on common knowledge.
Ignore the question and move on.
Provide a vague response to satisfy the guest.
What is likely to decrease if there is good customer service?
Marketing costs.
Customer satisfaction.
Product quality.
Employee turnover.
What is likely to decrease if there is bad customer service?
Guest satisfaction.
Employee turnover.
Product quality.
Operational costs.
When serving older guests, how should you behave?
Quickly and efficiently
Respectful and patient
Loudly and clearly
Casually and informally
What should all foodservice employees wear?
Clean clothes.
Scarf
Apron
Allergy alert bracelet
What are evaluations that guests can fill out that sometimes include more open-ended questions called?
Surveys.
Reports.
Invoices.
Schedules.
To identify a first time guest, servers should
Ask, "Have you dined with us before?"
Come up with a scanning system
Observe a customer's body language
Ask fellow employees if they recognize the guest
Servers should know the ingredients in every menu item.
true
false
What might help make foreign-language guests feel more comfortable and welcome?
have dual-language menus
translate everything
speak slowly and enunciate well
find a translator if you don't know what language they speak
If a server does not know the ingredients in a menu item they should do what?
Ask the chef
Take the best guess
Make it up
Recite a family recipe
What is monitoring method that calls a group of customers together to brainstorm ways to improve service?
focus group
survey
questionnaire
active
Which is not a part of hospitality?
service
care
attention
physical environment
good employees
