Customer Service Quiz Review
Why must the foodservice operation meet or exceed guest service expectations?
If service does not measure up, the experience will be negative
How can a manager ensure that the external areas of the operation are well maintained?
Implement cleaning and maintenance programs and inspect daily
What refers to the characteristic of service that cannot be seen, touched, or held before or after it is experienced?
Intangible
In which order-taking method are guest order recording and guest placement interconnected?
Interfaced POS
When providing high-quality customer service, which customer is the most important?
Internal and external customers are equally important
In the input-output relationship, what is the role of the server who places the guest order with the kitchen?
Internal customer
Why are objective methods of obtaining customer feedback preferred over face-to-face questioning?
Interpretation or memory could change feedback meaning
What facility-related standard is one of the biggest contributors to ambiance?
Lighting
What refers to the staff member who is specially designated and trained to greet guests, make table assignments, and manage the operation's entire service staff?
Maitre d'hotel
The first goal of a wait list is to provide guests with a realistic estimate of wait time. What is the second goal?
Manage the list in a way that guests perceive to be fair to all
What refers to a guest who make reservations but does not arrive to claim it?
No show
How is the restaurant business viewed from the task of managing table assignments?
Renting seats to customers who buy food
How can a manager handle complaints about the restaurant that have been posted online?
Respond by thanking, explaining, identifying a solution, and inviting the guest back to make things right
What revenue tool that gives guests a good reason to come back in the future includes buy one, get one free, and reduced price appetizers on Tuesdays or between 5-7 pm?
Return incentives
What kind of items are prepared tableside at what type of operation?
Salads, entrees, and desserts at fine dining
What kind of alcoholic beverage sales promotions are desirable?
Those that encourage responsible consumption
Why must an employer make adjustments under the Title VII reasonable accommodations provision to employee dress code requirements?
To allow employees to observe sincerely held religious practices
What is the primary purpose of face-to-face questioning of customers?
To uncover immediate problems or get a rough estimate of satisfaction level
How can a server affect the quality of the product served?
Wrong temperature through poor training intercommunicated request, or failure to deliver accompaniment
Ideally, what should online ads accomplish for the food service operation?
Allow customers to easily key information
Who should receive a menu upon seating?
Any diner old enough to read it
How are guests who have reservations, but cannot be seated immediately, to be handled?
Apologize, explain, and seat them as early as possible
What is the purpose of requiring employees to wear uniforms?
Appearance and food service safety
How should severs best assist a person with a disability?
Ask before offering to help, addressing the person directly rather than their companions
What should the server or cashier do when guest's credit card has been declined?
Ask quietly and politely for another method of payment
How can the restaurant manager keep operation staff from serving alcohol to intoxicated guests?
Bartenders and servers should be trained to identify the signs of intoxication
What are desirable characteristics for the restaurant's foyers?
Clean and free of clutter
Two fast-casual Mexican theme restaurants offer freshly prepared, value-conscious food with counter service. One offers a salsa bar with dozen unique choices including pineapple-jalapeno, avocado wasabi, and peach-mango as well as more traditional tomato-based classic tomatillo. What is the taco bar's salsa bar referred to as, in comparison with the other Mexican restaurant?
Competitive point of difference
How does fine dining differ from other segments?
Complexity and quality of product offerings, ambiance, and service levels
How should managers address guest greeting in their establishment?
Define expectations and train staff to meet them
What two key issues must order taking address in casual and fine dining operations?
Demeanor and optimization of experience
How can having a written emergency plan assist an operation in the event of a lawsuit?
Demonstrate that the operation exercised reasonable care in preparing for crisis
What can be effective way for a restaurant to avoid confusion regarding adding take-away orders to an existing operation?
Designate an employee responsible for handling all orders
Which key management function relates to leadership and involves influencing and inspiring others to do their very best work?
Directing
What are the key steps in implementation of standards?
Document, communicate, staff
How do productive, long-term employees yield greater service value and thus satisfaction, loyalty, and revenue?
Expertise and skill at personal interaction helps provide better experience
When customers are able to defraud the establishment, what might this indicate about the operation?
Failure to properly process guest payments
Which food service segment is currently the fastest growing?
Fast casual
If a gift card or certificate is recorded as cash the day it is sold rather than recorded as a debt owed to the guest, what operational measures of efficiency could be made less accurate and therefore less useful?
Food cost percentage
Which culinary term used in meat and seafood preparation refers to cooking over high heat, generally excess of 650 F-searing the surface of the meat, which creates a flavorful crust?
Grilling
How are safety and security standards related to service?
Guests and employees have a legal right to protection of health and well-being
What kind of flatware is very durable and used in casual and fine dining establishments?
Heavyweight
What do many passengers and guests find lacking in airline and lodging automated check-in kiosks?
Hospitality is possible only with the interaction of a human being
How should a greeter be instructed to address guests who able to be alone?
How many are in your party?
How can improving server's product knowledge assist them in making sales?
Accurately describe and suggest complementary enhancements
What refers to the feeling or mood created by an environment and service levels?
Ambiance
What is one of the most critical steps in feedback program management?
Analyzing the data received
Two guest wish to be seated at a four-top booth during peak dining time. How should the effective table manager respond to this request?
Attempt to persuade them to sit at a desirable deuce
How are wine glasses delivered if they are not preset at the table?
By tray, handled by their stems, and placed on the guest's right
What does "flagging" a special request mean?
Call special attention to action needed to fulfill to all affected staff
How do facility-related standards relate to other standards regarding degree of variance?
Can vary widely compared to the standards
What refers to the different service-related situations and outcomes that exist when establishments are busy and when they are slow?
Capacity
In which segment would a national chain (or local independent) Italian restaurant that features pizza and pasta with salad and crusty bread, an extensive beer and wine menu, host, servers, bartender, and check backs during multi course meal be classified?
Casual
What is the purpose of a guest check folder?
Check presentation, payment collection, and change or receipt return
In which order-taking method is the order filled out by the guest or server and manually delivered to the production staff for preparation?
Checklist
What is the difference between cleaning and sanitizing?
Cleaning is removing visible soil; sanitizing is removing harmful levels of microorganisms
What is the difference between commercial and noncommercial food service operations?
Commercial is open to the public and seeks profit; noncommercial is cost effective and open to a specific audience.
How can the manager help the server meet the guest's needs in the product standard of serving size?
Communicate precise amount and provide portioning tools and serving dishes
Why is proper order taking important in all types of food service operations?
Communication mistakes can lead to errors in customer service
What should a manager do if an employee is the subject of repeated positive customer feedback?
Compliment them for their efforts
How can preshift meeting help eliminate communication issues?
Concerns, requests, specials, and discussions address needed information
What refers to providing the same level of service every time the guest visits the establishment?
Consistency
What does it mean to create satisfaction by providing high quality customer service?
Consistently exceeding customer's expectations for products and services
What is meant by high-quality customer service?
Consistently exceeding customer's expectations for products and services received as well as the level of personal attention provided during the delivery.
What refers to management's efforts to monitor performance and take corrective actions as needed?
Controlling
In today's restaurant, what does the term linen most likely refer to?
Cotton or synthetic tablecloths
Creating profit for the operation is the first goal of high-quality customer service. What is the second goal?
Create value for the customer
What helps customers be more forgiving of minor mistakes and feel comfortable about providing feedback?
Creating positive moments of truth
What is quickly becoming the preferred form of payment in all restaurants and foodservice operations?
Credit or debit cards
How important are restrooms in the perception of an establishment?
Critically related to sanitation
What refers to problems resulting from a breakdown in a process that can be traced to one or more interrelated employee tasks?
Cross-functional issues
What cause other than cashier would be legitimate reason for a void of a cash register charge?
Customer changes mind after electronic transaction has begun
What exists when everyone in a restaurant or foodservice establishment considers him or herself to be in the high-quality customer service business first then the food and beverage business second?
Customer service culture
What refers to the well-thought-out and systematic identification and recording of exactly what must be done to provide high-quality customer service?
Customer service plan
What expectations do guests have for their dining experience with regard to sound?
Different guests have different expectations
What is the difference between dishware and china?
Dishware is less expensive than fine porcelain used for china
How has the guest been disappointed when condiments, accompaniments, or utensils are not automatically provided?
During the wait the entree can grow cold and lose quality
What is the benefit to an operation that offers an internship program?
Effective external recruiting method
Which supportive process refers, benefits, incentive programs, and personal appreciation?
Employee rewards and recognition
A server drops a full tray in the dining room on a busy night. Other employees pitch in to pick up, and cooks hustle to recreate the order quickly. This is an example of which benefit of teamwork?
Employee support systems
What refers to the act of giving authority or control to employees to make decisions within their areas of responsibility?
Empowerment
What criteria should be met in a good suggestive selling training program?
Enhanced communication, product knowledge, complementary menu items, and financial impact
There are two primary purposes for a properly prepared schedule. The first is to ensure the correct number of employees for guest service. What is the second?
Ensure labor costs meet the budget
Why is order accuracy more critical in take-away orders than eat-in?
Errors are not discovered until the guest is off-site
How will an empowerment employee know where their authority begins and ends? (How can the manager avoid "creating a monster?")
Establish and communicate clear boundaries
How do managers play an essential role in server personal hygiene practices?
Establish policies, train, model, supervise, and revise as needed
What amount of an allergen must a food-allergic guest consume to have a reaction?
Even invisible amounts such as cross contact through improper cleaning can trigger a reaction
What is the reason for the increase in sales of the fastest growing segment?
Excellent value for flavor, service and quality
What is common to all guest complaints?
Expectations were not met
What kind of benefits are considered appropriate for guests who are VIP's?
Extra attention and increased personal service
What includes the grounds, building, furnishings that combine to make up an operation's physical environment?
Facilities
what new trends in producing quick-service food-available where large numbers of potential customers gather-are increasing in sales numbers?
Food trucks and portable carts
Which type of sales promotion gives a benefit in exchange for continuing patronage?
Frequent diner programs
What are the two traits that are most important in QSR and Fast Casual order taking?
Friendliness and accuracy
What refers to a formal system for receiving and analyzing customers' assessments of an operation's service and product quality?
Guest feedback program
How can suggestive selling be a way of enhancing service rather than a challenge to providing it?
Guest perception of having value of experience improved is the key
Why is it important to have an effectively managed reservation system?
Guests make reservations to schedule time and events, and errors are difficult to turn around
How is the rule "Promise only what can be consistently delivered" a way to improve the quality of service?
Guests won't be disappointed if they are not over promised
What server personal hygiene practice is key to the prevention of foodborne illness?
Hand washing
How do higher-quality supportive processes lead to higher quality service?
Happy employees ultimately do a better job and stay on
Where should groups celebrating an event be seated?
In areas that would minimize disturbance for other guests
How do employees' incentives relate to performance standards in suggestive selling?
Increased motivation to meet and exceed standards
Why would persons with complaints provide feedback more than those with neutral or positive experiences?
Increased need to communicate their experience in hopes of affecting change
As the preshift service team meeting, new menu items are brought out by the cooks who prepared them. Servers are able to sample and ask questions about the items. What team goal is being met?
Information
How do guests complaints benefit the operation?
Information about where improvements are needed to help future guests
What refers to the tendency of restaurant and foodservice customers to connect the quality of service provided with the personal characteristics of the individual staff member who delivers?
Inseparability
What is the purpose of an incident report?
It allows owners and insurers to know about the event in the future
Why is the restaurant held responsible for a drunken guest harming an innocent person?
It is illegal to serve alcohol to an intoxicated person
What is the main benefit of publicity?
It is more believable than advertising
What impact would high-quality customer service have on employee turnover?
It will be less, as fewer complaints, stress, and higher satisfaction
How can servers handle complaints from guests on the premises (as opposed to those who complain after the fact)?
Listen patiently and respectfully; offer solutions
A manager observes a sever turn the air conditioner off. Upon questioning, the server explains that a table of elderly guests seated beneath the vent had requested it. How can the manager monitor this facility-related standard?
Lock the control, instruct the host to be mindful, warn guests of tables' lower temperature, and remind servers of standards for the dining room
How will employees be able to meet standards that provide positive moments of truth?
Management develops and conducts training and assessment
At what point is the initial greeting considered to have taken place in the QSR drive-through experience?
Menu board
What refers to any episode in which a customer comes into contact with any aspect of the organization and gets an impression of the quality of its service?
Moment of truth
If word of mouth is one of the most effective or instrumental means of advertising, how much more important is customer-centric service in the age of technology?
More so, as social media has exploded the impact
What should a server do when a guest seems to have his or her mind completely made up and orders a value item and water with not side items?
Never persist in selling items a guest does not want
What must the manager do if an intoxicated guest refuses to surrender his or her car keys and insists on driving?
Notify law enforcement
What refers to measure that can be used to evaluate real changes in data? (That is, two or more people can use the same tool and come to the same conclusions.)
Objective
Which key management function involves arranging available resources in a way to best achieve goals?
Organizing
What usually determines the procedure to be used for accepting credit card payments?
POS system
What concerns need to be addressed to enhance the experience for elderly guests?
Parking, access, walking, menu, hearing, seating, lighting, temperature, and care of wheelchairs, walkers, and canes
What refers to all of the flatware, dishware, and glassware preset for use by one guest?
Place setting
What is the first step in the five management functions?
Planning
What should a manager do when waiting guests become agitated upon seeing empty(reserved) tables in the dining room that they believe could/should be seated at?
Politely explain that those tables are being held for soon-to-arrive reservations
What is the top complaint in the restaurant and food service industry?
Poor service
What is the most typical cause of cash overage in a register?
Poorly trained cashiers shortchange guests
How do back-of-the-house staff interactions with servers affect service?
Positive interaction directly reflects ways in which servers interact with guests
What refers to a feeling of closer connections to co-workers, managers, and the operation and goals, promoting a sense of common purpose?
Positive work environment
A party is kept waiting for an unacceptable length of time for their entrees due to a malfunction of the POS system. The server resolves the complaint by voiding the entire dinner bill, including several bottles of wine. How can the manager coach the employee effectively regarding this action?
Praise the server for taking ownership but suggest that the solution was overly generous for the degree of severity of the issue; discuss and suggest acceptable solutions with the server for the future
What is a key characteristic of systems management?
Processes affect each other
What three distinct items do customers purchase from a restaurant or foodservice regardless of segment?
Products, service, and dining experience
How can severs best assist families with children needing booster seats and high chairs?
Provide seats but allow parents to place children in them
When monitoring employees-related service standards, what activity would training in complaint resolution represent?
Provide solutions to staff deficiencies
What part of the establishment's communication activities addresses the operation's image among the community?
Public relations
How should chairs be handled when seating guests?
Pull out chairs for women or, if formal, all guests in the party
What refers to a person who seeks to confuse cashiers and steal from a business?
Quick-change artist
What segment of the foodservice industry is characterized by limited menus, fast service, and modest prices?
Quick-service restaurants
Why does the nature of QSR and Fast Casual magnify the need for accuracy in order taking?
Rapid processing and difficulty clarifying with guest
What defines a properly set table?
Ready for the seating of new guests
What refers to the search for persons who are potentially interested in an operation's vacant positions?
Recruiting
How should the courteous server respond to guests who insist on behaving rudely?
Remain professional and don't take it personally
For what purpose is the mission statement used in the development of service standards?
Reminder of how they assist in meeting the purpose and goals of the operation
What is the role of a server in a self-service setting?
Remove soiled dishes from tables and replenish food bars
What refers to a formal and detailed examination of an operation's areas of potential threats to guest safety?
Safety audit
How can a manager minimize the potential for employee theft of guest or operation property?
Screen, publicize penalties, and uniformly enforce consequences
What is the difference between service received in a fine dining restaurant and a casual one?
Server's knowledge of food and beverage and level of attention
What refers to companies that primarily earn revenue by providing products and intangible services?
Service industry
What refers to the process of identifying the cause of negative guest feedback or complaints and ensuring that the circumstances that caused the dissatisfaction are corrected?
Service recovery
What sort of topics are appropriate for the friendly but professional server to discuss with the guest?
Special events or attractions of the area
What kind of detail in order taking is required in casual and fine dining beyond who gets which items?
Specifics such as doneness, dressing, size and toppings
Guests arrive by car and park in operation's lot. They notice litter and cigarette butts. What conclusions are they likely to reach about the establishment?
Staff do not care enough to keep the lot clean
A manager's requirement that a guest be greeted either orally or with a minimum of eye contact and a warm smile within one minute of arrival is an example of which aspect of customer service?
Standard
Where would the presentation and accompaniments of menu items be appropriately communicated so that servers can be made aware of the specifications?
Standardized recipe
What refers to a measure in which two evaluators viewing the same piece of information may come to different conclusions?
Subjective
What should a sever do when a guest's behavior becomes abusive or out of control?
Summon a manager to intervene
What refers to a feedback measurement type in which the guests award 1 to 5 stars, diamonds, forks or other figures?
Symbols
What refers to a set of standards, processes, and tasks that work together in an organized way to achieve an end result?
System
What approach looks at activities in an operation as a group of different processes?
Systems management
How does mise en place relate to the dining room?
Tables must be properly prepared for the arrival of guests
What is the appeal of the frequent diner program to the guest?
Tangible rewards to regular customers
The manager formally introduced two new employees at the preshift service team meeting. What goal was being met by doing this?
Team building
What refers to the act of cooperating and working together to complete tasks and reach common goals?
Teamwork
The mobile food unit average customer wait time was 6 minutes. Is the owner pleased?
The establishment standard is not known to measure against
Whose responsibility is it to introduce the server to the guests?
The host seating the guests should give the name of their server
How do managers ensure that servers provide high-quality guest service?
Train servers in the entire skill set required
How can a server be prepared to answer guest questions regarding menu ingredients?
Trained by manager about the most commonly asked questions
What is the difference between training and coaching?
Training is formal, and coaching is one-on-one praise or correction that occurs informally
What refers to a strategy in which the server provides the guest with opportunities to purchase related or higher-priced products for the purpose of making a larger sale?
Upselling
How can servers communicate with guests who speak another language?
Use of pictures and hand gestures
What is the best servers, who are able to suggest and upsell, do that the server who merely sells does not do?
Use skills to enhance dining experience and give guest satisfaction
What refers to the difference between the customers get when they buy a product or service and what they pay to get it?
Value
Why would even the most loyal customers dine at another restaurant?
Variety and convenience of the location
How important is it to create a positive first impression on guests?
Very much so; it is easier to impact positively than to undo damage
What refers to a record of names of guests who have arrived but have not yet been escorted to their tables?
Wait list
What refers to guests who arrive at an operation without having made a reservation in advance?
Walk-ins
In this day and age, it is necessary to train staff members in procedures for check handling?
Yes, particularly as they are used less often
Is is possible for training to reduce costs?
Yes; errors are reduced
When evaluating outcomes of suggestive selling programs, how should managers respond to servers identified as having poor to moderate sales?
provide them with additional training
