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Foundations 1 Chapter 20 Mark III

Quiz by Christopher Wright

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10 questions
Show answers
  • Q1
    A comment card is a quick survey that helps an operations gauge the level of _________________________ during a visit?
    acceptance of the bill
    guest satisfaction
    sadness with the music
    happiness with the decor
    45s
  • Q2
    This process of gauging guest satisfaction is similar to comment cards, but include more open ended questions?
    comment cards
    business cards
    surveys
    check lists
    45s
  • Q3
    Surveys and comment cards should be delivered with the ______________, to encourage guest feedback without interrupting the dining experience.
    check
    meal
    salads
    appetizer
    45s
  • Q4
    What is a helpful service tip for addressing the needs of parents with small children?
    bring out crayons and paper before service
    serve children's food in takeout containers
    provide children with matches
    treat the children the same as adults
    45s
  • Q5
    What are mystery shopers?
    anonymous diners hired by an operation to critique the food and service
    people that jump on google reviews
    guest appreciation programs
    repeat guest that frequently complete comment cards
    45s
  • Q6
    What is the most immediate way to gather guest feedback?
    hold focus groups
    talk to diners
    mail surveys
    distribute comment cards
    45s
  • Q7
    When it comes to providing great guest experiences, all guests should be looked at as?
    shoppers capable of providing feedback to improve the operation
    burdensome and real pains at most times
    if they were as cool and the "fonz" from happy days
    whether or not they are tall enough to ride the roller coasters at kings island
    45s
  • Q8
    According to the National Restaurant Association, 96% of unhappy guests do not complain about their experience; however this percentage of unhappy guests never return to the operation?
    they all come back on free app tuesday
    90% of the unhappy guests
    18% of the unhappy guests
    62% of the moderately happy guests
    45s
  • Q9
    When handling a guest complaint, it is important to ____________________ with the guest and ___________________ for the mistake.
    ridicule and mock
    empathize and apologize
    cuss out and wag a finger
    ask the guest to leave
    45s
  • Q10
    Fact or Fiction- a manager should accept responsibility for a guest injury or property damage?
    Fiction
    Fact
    45s

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