WorksheetsCustomer Service and Guest Experience MCQs
Total questions: 10
Worksheet time: 20mins
What is a likely result of quality customer service?
Lower payroll
Higher turnover
Better guest loyalty
Increased marketing costs
What is the best way to gain a competitive advantage over a rival restaurant that shares a similar menu and food quality?
Create a unique menu.
Improve customer service.
Move to a better location.
Undersell the other operation.
An operation ensures that it has a clear system for handling allergies/food restrictions and that all staff is trained in using the system. What is the most likely outcome of this operation’s efforts?
Cross-contact of allergens will create risks for guests.
Staff turnover will increase due to the system requirements.
Profits will decrease because of extra efforts to train staff.
Guests with food allergies will be loyal and frequent visitors.
What can servers wear to help create a positive first impression?
A clean, ironed uniform
Brightly polished jewelry
Expensive, strong perfume
Sunglasses and a hat
What is a helpful way to address the needs of guests with young children?
Provide crayons and paper before service.
Avoid going to the table unless necessary.
Treat the children the same as the adults.
Serve children’s food in take-out containers.
What are mystery shoppers?
Repeat guests who frequently share comments
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
What is a way to gather guest feedback during a visit?
Mailing surveys to guests
Talking to departing diners
Holding focus groups
Offering an online form
What is the first thing to do when handling guest complaints?
Walk away from the table without solving the issue.
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.
What is a first impression?
The first taste of a favorite menu item at a restaurant
The feeling someone has when ordering a dish or beverage
The first information people find about a restaurant online
The strongest feelings that someone holds from an event, a location, or a person
How can handling a guest complaint poorly hurt the business financially?
A menu item will be removed.
You will know what the guest means.
You may lose a guest forever.
Staff may be upset.
