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Food and Beverage - NSW HSC Syllabus Flashcards | StudBud
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Food and Beverage - NSW HSC Syllabus
Food and Beverage - NSW HSC Syllabus
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All things food and beverage
Flashcards
30 cards
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Practice quiz
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Questions
30
Answers
1
An example of face-to face communication includes
replying to an email enquiring
checking a guest into the hotel
responding to a note left in the room, by a guest
answering a phone call regarding a booking
2
A friendly staff member who makes guests feel welcome demonstrates good
techniques
skills
rapport
qualifications
3
A black board menu is also known as
a carte du jour
a degustation menu
a set menu
an a la carte menu
4
What equipment might you need to record a customer enquiry?
Guest compendium with brochures
A telephone book
Pen and paper
A means of recording the information to be played back later
5
The greatest cause of customer dissatisfaction includes
overcharging for goods and services
All of the above
inferior product
poor service
6
A customer who returns to a business on a regular basis is defined as what type of customer?
Internal, new
Internal, repeat
External, new
External, repeat
7
A menu with a wide selection of dishes individually priced is
a table d hote menu
a cyclic menu
an a la carte menu
a function menu
8
A customer who may need more space and food delivered quickly includes
A teenager with a seafood allergy
A business person who needs to discuss confidential matters
A mother with a toddler in a pram
A couple, one of whom is in a wheelchair
9
Communicating electronically can include
Responding to an email enquiry
responding to feedback left on Trip Advisor
setting up a business meeting using Skype
All of the above
10
An email is an example of which type of communication?
Non-Verbal
Verbal
Written
Formal
11
An open question
is answered with a vey short answer i.e. yes or no
is more complex and requires a long answer
All of the above
requires a person to draw on knowledge before responding
12
A win-win situation is one that
both the employee and the customer benefit from the solution
both the business and the customer benefit from the solution
the business benefits from the solution
the guest benefits from the solution
13
Recording and reporting customer complaints is important to ensure
the guest will want to return
staff receive extra training
the business continues to improve
the business is not fined
14
Quality service is defined as service that
fully satisfies the needs of the staff and business
All of the above
fully satisfies the needs of both the customer and business
fully satisfies the needs of the customer and staff
15
Non verbal cues can include
repeating back the order to a customer
smiling and frowning
delivering drinks to a table
calling the waiter over for the bill
16
A method to deal with customers from a diverse background might include
develop a workplace culture of diversity and acceptance
use a range of communication media
ensure staff are trained to deal with the range of cultures
All of the above
17
Which of the following ensures a guest understands the menu items ?
Product knowledge
Written communication
Mise en place
Complaint handling
18
Examples of feedback can include
performance appraisals and questionnaires
observations and monitoring of guest numbers
All of the above
verbal comments from a guest and employee
19
A cover, in terms of table service, is
the table cloth used on the dining tables
the shield on a bain marie
the space given for the crockery and cutlery for one person
the number of guest served in any given day
20
Service requirements for a traditional afternoon tea service might include a range of
juices, coffees and muffins
sweet and savoury dishes and specialised teas
courses and alcoholic beverages
cereals, compotes and pastries
21
A customer has a peanut allergy and the chef won't help with menu choices. What should you do?
Serve the next guest
Refer to your supervisor
Ask a colleague to help out
Ask them what they like
22
An important factor to consider when dealing with customer complaints is to
ensure you do not offer a solution that can't be delivered
All of the above
get support from other staff immediately
negotiate a solution before hearing the problem
23
When receiving counter service, a customer
helps themselves to a variety of foods laid out on platters
All of the above
collects their own food and takes it to an eating area
waits at a table to be served
24
Active listening involves
All of the above
hearing what people are really saying
understanding the complete message that a person sends
showing the speaker you are listening by acknowledging them
25
You have orders for 3 tables ready to go at once, how can you ensure all the food is delivered?
Ask for help from other staff members
Ask the customers to wait
Take the food that has been sitting there the longest
Carry three plates to get it out quicker
26
Which of the following is a suitable accompaniment for espresso coffee
Lemon meringue pie or pizza
A dark chocolate square or biscotti
mini sausage rolls or cucumber sandwiches
chocolate mud cake or raspberry muffin
27
The result of a business that is not customer focused includes
A tidy workplace
Minimal staff costs
Customers taking their business elsewhere
More staff training available
28
A catering operation is one which
offer quick service in an informal atmosphere
provides little or no table service
requires the customer to collect their food on a tray
travels to a venue of the customers choice
29
Customer feedback is important to
recognise the well trained staff
evaluate workplace performance and improve work practices
sort out the weak links in the team
ensure the PCBU is generating more profits
30
Which of the following defines a customer expectation?
the liking of one thing over another
the perceived value of the item
the motivating force that compels them to act
being given service above and beyond
