Service Final Exam Questions & Answers

Service Final Exam Questions & Answers What is a characteristic of a high-quality customer service operation? - ✔✔Its customer's expectations are consistently exceeded. An example of an objective standard within a hig ...

Service Final Exam Questions & Answers What is a characteristic of a high-quality customer service operation? - ✔✔Its customer's expectations are consistently exceeded. An example of an objective standard within a high quality customer service system is ensuring that all drive-through customers - ✔✔Are served quickly An owner purchases a fast-casual restaurant open to the public. That restaurant would be classified as - ✔✔A commercial opperation In which restaurant and food service industry segment will personal service levels likely be most minimal? - ✔✔Quick service In which segment of the restaurant and food service industry would an organization most likely employ sommelier? - ✔✔Fine dining What service characteristic is a top priority in every segment of the restaurant and food service industry? - ✔✔Cleanliness Directing is the term used to describe the management function related to - ✔✔The leadership of staff What is the first management function that must be performed to achieve an organizations service-related goals? - ✔✔Planning Which situation describes service failure by a BOH employee? - ✔✔Dirty glassware Which situation describes a service failure by an FOH employee? - ✔✔Wrong order delivered to guest A moment of truth is an opinion an operation's service quality that is formed by a - ✔✔Customer What is the purpose of managers identifying standards of guest service and hospitality? - ✔✔To define positive moments of truth. What is a similarity between an operation's internal and external customers? - ✔✔Both may leave an operation if it does not deliver high-quality service. Managers best ensure guests receive good value when they deliver quality products and services. - ✔✔at prices guests consider to be fair. In a survey of mothers, what factor was most important to their establishment selection decisions? - ✔✔Cleanliness High-quality levels of customer service most often result in: - ✔✔Greater customer loyalty Which comment made by a server to a guest is an example of suggestive selling? - ✔✔"Would you like ice cream on your pie?" A server in an operation is competent but is never friendly with guests. Which challenge is most likely negatively affecting this employee's service delivery? - ✔✔Insperability What is the service challenge related to staffing an operation at appropriate levels? - ✔✔Capacity Which food product is among the leading causes of severe allergic food reactions in the United States? - ✔✔Peanuts What is the purpose of a customer service plan? - ✔✔To tell what must be done to provide highquality customer service Customer service planning is - ✔✔An ongoing process What is a customer service standard that relates to an operation's ambiance? - ✔✔Room temperatures What is the purpose of a mission statement? - ✔✔To help remind employees about the purpose and service standards in an operation What are three areas of facility-related service standards that most managers can establish and enforce? - ✔✔Lighting, sound, and temperature What management tool identifies who employees should notify in case of a threat to guest or employee safety? - ✔✔Emergency plan What is the first key step managers take when implementing a service standard? - ✔✔Document the standard in writing Coaching to correct deficient employee performance is best done in - ✔✔Private What is one purpose of a properly prepared employee schedule? - ✔✔Ensure labor costs meet the manger's pre-established budget goals. What type of skills are managers using as they walk thought their operations to monitor facilityrelated service standards? - ✔✔Observation skills Why are some managers afraid to empower their workers? - ✔✔They fear their employees will make poor decisions. When should employees put on their work uniforms? - ✔✔After they arrive at work. Which type of jewelry is permitted in the dress codes of most restaurant and food service operations? - ✔✔Wedding rings. What must servers do after eating, drinking, smoking, or chewing gum? - ✔✔Wash their hands. What characteristics do servers find most useful when dealing with challenging customers? - ✔✔Tact and diplomacy. What must managers do if guest persists in harassing a server after the guest has been politely asked to stop doing it? - ✔✔Make sure the guest leaves the operation immediately. What is the culinary term used to indicate the cooking of an item when the heat source used is located above the item to be cooked? - ✔✔Broiling What would be objective evidence that a manager had implemented an effective suggestive selling program? - ✔✔Increase in per-guest sales. What is the impact of a successful upselling program? - ✔✔Average sale per guest increases and total sales increase. What is a team-building goal that could be addressed in pre-shift team meeting? - ✔✔Setting ground rules Why must trash held on the exterior grounds of a restaurant or food service operation be kept in an appropriate container? - ✔✔To avoid attracting insects, vermin, and other pets. What is true of informational stickers affixed to exterior entrance doors in a restaurant or food service operation? - ✔✔They should be kept to a minimum. Parking areas in a restaurant or food service operation must be - ✔✔Well lighted and litter free. What hospitality expectation do managers establish for guests? - ✔✔What guests will see and her upon their arrival. The best way for servers to present menus is - ✔✔On the guest's right with the presenter's right hand. What information is NOT typically required from guests at the time they seek to make a reservation? - ✔✔The guest's mailing address. In what order should walk-in guests be seated? - ✔✔First come, first serve. What should managers do first if guests with a reservation cannot be seated at the time of their reservation? - ✔✔Apologize to the guest. How many guests can be seated in a dining room containing 20 deuces, 10 three-tops, and 5 four-tops? - ✔✔90 Where should hosts walk as they escort guests to their assigned seats? - ✔✔Slightly ahead of the guests. What should servers avoid touching when placing flatware directly on cleaned and sanitized dining-room tables? - ✔✔The flatware's food contact surfaces. For which event would an operation normally complete an incident report? - ✔✔Guest is refused additional alcohol service. Which is an example of subjective slang statement that could confuse a guest? - ✔✔Our chicken strips sell like gangbusters. What is sommelier's area of expertise? - ✔✔Wine What is the main advantage of using advanced technology, such as email or text messaging, for receiving guest orders? - ✔✔Guests can order menu items prior to their arrival at an operation. What is the most important factor servers must consider when offering table side preparation of menu items? - ✔✔Safety. At what blood alcohol content (BAC) will drinkers begin to experience minor impairment of reasoning and memory? - ✔✔.04-.06 Lani is a bartender at an establishment owned by Dennis. One night Lani serves Steven five drinks. When driving away from the establishment Steven's car strikes Andrea's vehicle and Andrea is injured. If it is alleged a violation related to dram shop legislation occurred in this scenario, who is the third party? - ✔✔Andrea What are the two most important factors affecting the preparation of take-away food orders for guest pickup or delivery? - ✔✔Accuracy and proper packaging. In what order must waitstaff implement the steps used to reset dirty tables? - ✔✔Clear, clean, rinse, sanitize, and reset. What would be the most likely result of a failure to properly process guest payments in a restaurant or food service operation? - ✔✔Revenue will be under-collected. How can quick-change artists succeed in defrauding an operation? - ✔✔By paying the amounts they owe with very large bills. What will be the result if an employee voids a sale and then removes the same amount of the void from a cash drawer? - ✔✔The cash drawer will show a cash shortage. What will be the result if a guest owes an operation $10 and pays with a $20 bill, but the cashier mistakenly gives the customer change back from a $50 bill? - ✔✔The cash drawer will show a cash shortage of $30. What is the purpose of the guest check folder? - ✔✔To present guest checks and return of guest change. What is a required characteristic of all professional mystery shoppers? - ✔✔They must do their work anonymously. What is the first step in the effective management of a professional guest feedback program? - ✔✔Reviewing guest feedback. What is a good technique managers can use in staff meetings to allow employees to practice their ability to resolve on-premise guest complaints? - ✔✔Role-playing What must managers always avoid when resolving an on-premise customer complaints? - ✔✔Arguing with guests. What should managers include first when preparing their written response to a negative restaurant review about their operation that has been posted online? - ✔✔A thank you to the reviewer for the posting. Marketing is the term used to describe the - ✔✔Process of telling guests how a business will meet their needs and wants. What are the final two components in the profit-service chain? - ✔✔Revenue growth and profitability What form of marketing communication is being used when a manager hosts, at no charge, a meetings of the local community's volunteer fire department? - ✔✔Publicity What is a trait that demonstrates an operation's commitment to service quality and that could be featured in an off-premise advertisement? - ✔✔The use of locally grown produce What is a manager's first step in the development of an effective suggestive selling program? - ✔✔Develop standards. What is the impact on servers of an effective suggestive selling program? - ✔✔Increased tips. Service recovery is the process of identifying the cause of guest complaint and - ✔✔correcting it. When using a systems management approach, manager's view each of their operations processes as - ✔✔interrelated. Which is an example of a manager's service recovery action? - ✔✔Apologizing for an operation's slow service How could a manger best measure the effectiveness of an up-selling program? - ✔✔By measuring changes in customer check averages.