Self-Check 4.2-2.

MULTIPLE CHOICE. Write the letter of your answers on the space provided
before the item number. 1 point each.

___________1. The following are the things you need to do when there is a
problem in your service to the guest except:
a. Apologies to the customer
b. Organize a solution quickly
c. Check the customer is happy this time
d. You did your best, don’t entertain

____________2. It is an important for service staff to revisit the table a few

minutes later to check that the meals are to the customer’s satisfaction.
a. 3-minute check
b. Food item checking
c. Guest check
d. Drink Checking

_____________3. When you replace the ‘problem’ meal, you should:

a. apologize again and implement another Three-minute check to ensure that
the replacement meal is to the guest’s satisfaction.
b. apologize again and do not implement another Three-minute check to ensure
that the replacement meal is to the guest’s satisfaction.
c. Do not apologize again and implement another Three-minute check to
ensure that the replacement meal is to the guest’s satisfaction.
d. None of the above

_____________4. In three-minute check, the following are the thing you should
check to the guest except:
a. Checking if the guest are happy with their food
b. Checking if the guest require a refill of their drink
c. Checking if the guest need glasses or tableware removed
d. Checking if the guest need body massage.

____________5. It might surely satisfy guest to your 3 minute check for guest
satisfaction.
a. Clear table of everything not being used.
b. Prepare and present guest with the account.
c. Accept payment.
d. All of the above

TRUE OR FALSE. Write TRUE is the statement is true and FALSE if the
statement is false.
________6. Don’t treat these guests as ‘complainers’, but view the situation
as an opportunity to turn a problem into a positive service experience.
________7. If you are going to ask guests whether or not they are satisfied,
you have to be prepared for those who tell you they are not.
________8. Speed is very important, especially where the guest is part of a
group, as we do not want one diner eating their meal long after their fellow
guests have finished.
________9. Making eye contact with people when at or passing their tables
may encourage them to speak to you if there is a problem.
________10. Monitoring the non-verbal language of drinkers being alert to
facial expressions that indicate something is wrong and being tuned in to
customers who beck on you to their table.
________11. In clearing the table, the used and unwanted items should be
removed from tables throughout the meal.
________12. It is acceptable to allow used or unwanted items to build up on
the table and clear the table only at the end of the meal.
________13. Removing items progressively throughout the meal provides
expected customer service, and maintain a clear ‘work surface’ to allow food
and beverages to be more easily placed on the table.
________14. A buffet or display is designed to not only provide an accurate
and appealing visual of menu items, it is also a means of providing food to
customers.
________15. A response should be heard from the chef after you have placed
the order. If no response is heard, you don’t have to repeat the order.
 Key to Correction
TEST I
1. D
2. A
3. A
4. D
5. D

TEST II
6. TRUE
7. TRUE
8. TRUE
9. TRUE
10. TRUE
11. TRUE
12. FALSE
13. TRUE
14. TRUE
15. FALSE