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- 1. Multiple Choice
Customers are the people who actually provide money for hospitality businesses, including salaries.
True
False
- 2. Multiple Choice
Quality service is the key to establishing and maintaining a successful business.
True
False
- 3. Multiple Choice
Word-of-mouth publicity is often used in television advertisements for hospitality establishments.
True
False
- 4. Multiple Choice
Word-of-mouth publicity can give a business good or bad publicity.
True
False
- 5. Multiple Choice
The words guest and customer are often used interchangeably in the hospitality industry.
True
False
- 6. Multiple Choice
Eye contact communicates that the customer is important, and shows that you are giving your total attention and your willingness to serve.
True
False
- 7. Multiple Choice
Good posture includes the following: relaxed yet alert, head up, shoulders back, look interested, and project an attitude of enthusiasm.
True
False
- 8. Multiple Choice
Calling customers by name does little to encourage them to return.
True
False
- 9. Multiple Choice
When customers call on the phone, it is not important to make a good impression because they cannot see you.
True
False
- 10. Multiple Choice
Taking too long to deliver a customer check has little impact on the customer’s experience when other critical moments have been successful.
True
False
- 11. Multiple Choice
A customer service plan is a plan customers can follow when they have had a negative encounter with a hospitality business.
True
False
- 12. Multiple Choice
Which of the following best defines customer service?
Act or manner of serving food and beverages.
All positive moments experienced between hospitality employees and customers.
Someone who purchases products or services from a business.
Total customer experience with a business.
- 13. Multiple Choice
Which of the following is an example of empathy?
Feeling angry when a customer insults you.
Feeling timid and withdrawing when a customer suggests your business is inadequate.
Shouting at a customer who shouts at you.
Understanding the tired feeling a customer has after traveling all day.
- 14. Multiple Choice
Which of the following helps meet the acceptance and esteem needs of customers?
Calling the customer by name.
Creating a sense of safety.
Providing quality food.
Providing good lighting.
- 15. Multiple Choice
Which of the following is not an intention of a customer service plan?
Effectively handle negative encounters.
Reduce customer and employee stress.
Tactfully encourage irritating customers to leave.
Retain customers.
- 16. Multiple Choice
Which of the following are examples of back-of-the-house employees?
Front desk clerks, reservation agents, and bell attendants.
Hosts, hostesses, and parking attendants.
Housekeepers, building engineers, and laundry attendants.
Servers, cashiers, and concierges.
- 17. Multiple Choice
Which of the following is not a description of quality service provided by a customer-focused employee?
Responding quickly to customer requests.
Avoiding immediate eye contact.
Having good posture and appearance.
Smiling warmly at the customer.
- 18. Multiple Choice
Which of the following is an example of a well-groomed and clean employee?
Wearing a soiled uniform.
Having lip, nose, and eyebrow piercings.
Wearing a clean apron.
Wearing badly chipped nail polish.
- 19. Multiple Choice
Which of the following statements is best to use if you are busy and cannot get to a customer immediately?
“We are so busy. You will have to wait.”
“Welcome to our restaurant. I will be right with you!”
“It will be about five minutes before I can get to you.”
“Wow, we are busy today! Do you mind waiting for awhile?”
- 20. Multiple Choice
The key to resolving customer complaints is to ____.
emphasize that others have had similar complaints
blame someone else
make sure the customer realizes you are right
ensure the customer’s satisfaction
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