Quality service is defined as service that

fully satisfies the needs of both the customer and business

is more complex and requires a long answer

Which of the following defines a customer expectation?

the perceived value of the item

An important factor to consider when dealing with customer complaints is to

ensure you do not offer a solution that can't be delivered

When receiving counter service, a customer

collects their own food and takes it to an eating area

A win-win situation is one that

both the business and the customer benefit from the solution

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

A catering operation is one which

travels to a venue of the customers choice

The result of a business that is not customer focused includes

Customers taking their business elsewhere

Service requirements for a traditional afternoon tea service might include a range of

sweet and savoury dishes and specialised teas

An example of face-to face communication includes

checking a guest into the hotel

Which of the following is a suitable accompaniment for espresso coffee

A dark chocolate square or biscotti

Customer feedback is important to

evaluate workplace performance and improve work practices

A cover, in terms of table service, is

the space given for the crockery and cutlery for one person

Recording and reporting customer complaints is important to ensure

the business continues to improve

A customer who may need more space and food delivered quickly includes

A mother with a toddler in a pram

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Food and Beverage - NSW HSC Syllabus

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Questions 30

Answers

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

Food and Beverage - NSW HSC Syllabus Flashcards | StudBud