Lesson

1 FBS: Serve Food Orders

What is It

Service is a used-term to describe the method and manner by which food is

served to the guests in food service.

Type of Service
1. Waiter service
More commonly known as sit-down service, a waiter takes care of everything from
taking orders to serving food and payment.

Benefits

• Service is more personalized as diners

are served directly.
• Special requests can be more easily
accommodated compared to other
services.

Challenges

• Requires skilled service staff because the waiter has to remember orders, service
protocols and serve promptly.
• More prone to mistakes as miscommunication with the kitchen can lead to wrong orders
being served to guests.
 2. Chinese banquet service

Another form of waiter service where

each of them is takes care of a table or
group of tables with 10-12 guests. Dishes
are usually communal and shared.

Benefits

• Guests feel more relaxed because of

the communal sharing dishes.
• Food served is usually pre-ordered so
the waiters don’t have to worry about taking orders.

Challenges

• Requires a big number of skilled staff because different tables have to be served at the
same time.
• Coordination with the kitchen is key as all the food has to be served fresh at the same
time.

3. Buffet service

In a buffet service, guests can choose their

food from a wider selection made available
on the buffet line. There are 4 common
types of buffet service:

• Simple Buffet – Guests get food from a

buffet line and waiters move around to
clear tables and help guests with minor
requests.
• Station-type buffet – Waiters serve the beverages while guests get the other dishes
from the buffet line.
• Modified deluxe buffet – Tables are set with cutlery; waiters serve the beverages,
coffee and dessert while guests get the other dishes from the buffet line.

• Deluxe buffet – Waiters serve appetizers, soup and/or salads and beverages. Guests
take the other dishes from the buffet line.

Benefits

• Buffet tables are easy to prepare.

• Waiters focus only on serving a few dishes and clearing tables.
 Challenges

• Last minute special requests can be challenging because of time and resource
constraints.
• This service can make diners feel alienated as waiters only clear plates and have little
interactions with them.

4. Self-service

Diners place, pay and pick up their

orders at a counter similar to fast casual
and fast food establishments.

Benefits

• Waiters only need to stay behind the

station counter to take orders.
• Waiters do not have to go around the restaurant as food is self-serviced.

Challenges

• Diners expect quick service so food must either be prepared promptly or pre-prepared.
Rush hours can be tiring and stressful because there may be queues.

5. Semi-self service
Similar to self-service, diners order and
pay for their orders at the counter but their
food is served to them when ready.
Benefits
• Waiters only need to stay at the counter
to take orders and receive payment.
• Services have an easier time delivering
orders because diners are identified via a
number system. Challenges
• Food has to be prepared promptly as
quick service is expected.
• Rush hours can be tiring and even more challenging when a long line forms and guests
expect quick service.

Finding the right service for your restaurant

With all the different types of service available, finding the right one for your restaurant
can create a more enjoyable experience for your diners. Here are 4 common types of
restaurants and the types of matching services:

1. High-end restaurant – Waiter service

2. Casual dining restaurant – Waiter service/semi-self-service/self-service
3. Fast food – Self-service/semi-self service
4. Café – Self-service

What I Can Do

Demonstrate food service – Scenario: A Chinese family is dining in your restaurant. They
have ordered complete food course. How will you serve the soup after the appetizer?

Rubric for the performance:

Criteria 5 4 3 2 1

Food is served
according to
general
services
Food is
handles based
on food safety
procedures.
Tables are
cleared and
soiled dishes
prepared to be
brought for
dishwashing.
Number of
guest to be
serve are
monitored.
Total Score/20
 Lesson
2 FBS: Assist the Diners

What is It

Service is a used-term to describe the method and manner by which food is

served to the guests in food service. It is imperative that food service
establishments strive to make all guests feel welcome and comfortable. Serving guest with
the special needs such as children and persons with disabilities is just as important

Changing Ashtrays

Another duty of the server is changing ashtrays in the establishments smoking

section.Do not wait for the cigarette butts to accumulate before changing an ashtrays.To make
sure that ashes do not fly into guests food or beverages,invert a clean ashtray and hold it over
the soiled one.Dispose the contents of the dirty ashtray safety ,and then place the clean
ashtray on the table

Customers Falling

Sometimes there are unfortunate situation such as customers getting ill while being
serve in the restaurant.If this occurs ,servers and persons in authority should take immediate
action.

-As soon as it is noticed that a guests is not feeling well while in the restaurant, a
person in authority either the captain waiter or restaurant manager should immediately be
informed.

Provide necessary condiments and appropriate tableware based on the food order.
 Additional Activity

Activity 2 - A Banquet

Role play the given situation below:

Your sister Shane will celebrate her 18th birthday. Your mother planned to
hold a party in your garden. As a senior high school student taking TVL-Food and
Beverage Services, you were tasked by your mother to manage the set-up of the
tables for banquet service during the said party. You want to make the occasion
successful so you decided to ask help from your classmates who also have
knowledge and skills in catering service.

Performance of the learners will be rated using this rubric

Criteria Assessment Total

Excellent Very Satisfactory Needs
(5 points) Satisfactory (2 points) Improvement
(3 points) (1 point)

Service ware are

prepared and checked
for completeness
ahead of time

Tables and chairs are

set up in accordance
with the events
requirements
Food is served
according to general
service principles.

Food is handles based

on food safety
procedures

Coordinated service of
meal courses is
ensured
 Assigned areas are
kept clean in
accordance with
enterprise procedures

Tables are cleared and

soiled dishes prepared
to be brought for
dishwashing after the
event or function

Lesson
3 FBS: Perform Banquet or
Catering Food Service

What’s New

BANQUET CATERING FOOD SERVICE

A banquet is a large public meal or feast with main course and dessert. It
is usually done for big events and occasions such as charitable event ,ceremony
and big celebration held in conference room, resort and big restaurant.

What is it
What is it

Table Setting Procedures

The Food and Beverage Service Attendants (FBSA) or waiters generally

follow American settings in a banquet service. However, the table setting may be
modified according to the menu.

French, Russian, or buffet service is typically used at a banquet. The head

table is usually served first and then the rest of the tables. Water and coffee are
replenished throughout the event.
 After the completion of meal, the table should be cleared as per standard
since guests may remain seated for entertainment after dinner.

Banquet service does not require to present a check or collect payment at the
end of the meal as the banquet is paid for in advance. Decorum on Banquet Floor

• Equipment Care – Carelessness and damage could result in a decrease in

the number of available equipment. All equipment must be kept spotlessly
clean at all times and in good working condition.
• Cleanliness and Sanitation – All banquet and catering service personnel
should consistently practice a Clean-As-You-Go Policy.
• Guest Relations and Requests – Whenever appropriate, the restaurant staff
should greet guests by their names in formal and polite manner.
• Celebrities and VIP’s – Ensure that celebrities and VIP guests are not
disturbed by any autograph seekers, reporters, or photographers.

Menu Preparation and Banquet Service

Preparation of the menu presentation is a part of a server’s general

responsibility and, more importantly, will help you feel more comfortable when
describing menu selections to the guests.

Major ingredients, the main item of the course, sauces, accompaniments and
garnishes should be explained.
 What I Can Do

A Banquet

Role play the given situation below:

Your sister Shane will celebrate her 18th birthday. Your mother planned to
hold a party in your garden. As a senior high school student taking TVL-Food and
Beverage Services, you were tasked by your mother to manage the set-up of the
tables for banquet service during the said party. You want to make the occasion
successful so you decided to ask help from your classmates who also have
knowledge and skills in catering service.

Performance of the learners will be rated using this rubric

Criteria Assessment Total
Excellent Very Satisfactory Needs
(5 points) Satisfactory (2 points) Improvement
(3 points) (1 point)
Service ware are
prepared and checked for
completeness ahead of
time

Tables and chairs are set

up in accordance with the
events requirements

Food is served according

to general service
principles.

Food is handles based on

food safety procedures
Coordinated service of
meal courses is ensured
Assigned areas are kept
clean in accordance with
enterprise procedures
 Tables are cleared and
soiled dishes prepared to
be brought for
dishwashing after the
event or function

Lesson
4 FBS: Serve Beverage Orders

What’s New

Beverages are liquid formulations prepared for human consumption which have thirst-
quenching, refreshing, stimulating and nourishing qualities. Some beverage replenishes the
body’s fluids loss due to perspiration. They also provide nutrients like mineral salts and
vitamins. For example, milk is a source of calcium and citrus fruit-based drinks have vitamin
C. Most beverages supply energy in the form of sugar or alcohol. Generally, people drink to
quench thirst, enjoy social meeting, to propose a toast, or just to enjoy the taste of the
beverage.

What is It

Types of Containers used in Serving Beverages Glassware

Glassware refers to items used as beverage vessels or containers, typically

made from glass. The choice of the right glass is a vital element if the beverage is to
be invitingly presented to the guest. Well-designed glassware combines elegance,
strength and stability, and should be smooth rimmed and of clear glass.

Standard shapes and sizes of glassware are available to serve specific

wines, cocktails, and other beverages. Most glassware can be described as:
 • Tumblers are flat-bottomed glasses with no handle, foot, or stem
• Footed glasses have a bowl shaped container above a flat base but no stem
• Stemware has a bowl-shaped container on a stem over a flat base
Glassware available for food service operations includes common glass,
fully tempered and lead crystal. Fully Tempered Glassware

Commercial operations commonly use this type of glassware because it is stronger

than other types, although it has the advantage of shattering when broken.

Lead Crystal Glassware

It is known to have 24% lead crystal, and also known as flint glass this glassware is
known for its brilliance and clarity, but it is expensive. For that reason, it is best suited to
fine-dining establishments. Handling Glassware

Important considerations in handling glassware:

• Glassware should always be stored upside down in an appropriate rack.

• Check glassware frequently to ensure that it is free from cracks or chips and that it is
thoroughly cleaned.
• Use a beverage tray to carry glasses in the dining room.
• Carry clean stemmed glassware by hand, inverting the glasses and placing their
bases between the fingers and the weight of the base of the next glass. Depending
on dexterity, hand size, and experience, the server may carry as many as 16 glasses
this way.
• When presenting a set number of glasses onto a cover, be aware of accepted
industry standards. Wine or beverage glasses are placed to the right of the water
goblet in a sequence from right to left, the one furthest to the right being used first.
Standard Sizes and Shapes

Glassware is available in a variety of sizes and shapes as shown in the following

examples.

Types of Glassware

Beer Mug or Stein

A beer mug takes its shape from the traditional German beer stein or tankard made
of pewter, silver, wood, porcelain, earthenware or glass; sometimes with a hinged lid and
levered thumb lift.

Flute Glass

A flute glass is the preferred serving vessel for Belgian lambics and fruit beers, and
sometimes champagne. The narrow shape helps maintain carbonation while providing a
strong aromatic front. Flute glasses display the lively carbonation, sparkling color, and soft
lacing of this distinct style of beverage
Goblet or Chalice

Chalices and goblets are large, stemmed, bowl-shaped glasses adequate for serving
heavy Belgian ales, German bocks and other big sipping beers. The distinction between
goblet and chalice is typically in the glass thickness. Goblets tend to be more delicate and
thin, while the chalice is heavy and thick walled.

Snifters

Typically used for serving brandy and cognac, a snifter is ideal for capturing the
volatiles of aromatic beers such as Belgian ales, India pale ales, Barley wines, and wheat
wines. The shape helps trap the volatiles while allowing swirling to agitate them and produce
an intense aroma.

Cocktail Glass

A cocktail glass, martini glass, or champagne glass, or stem cocktail glass, is a

drinking glass with a cone-shaped bowl (the tip of the cone forming approximately a
90degree angle in the cross section) on a stem above a flat base.

The cocktail glass is used to serve a cocktail or champagne. As with other stemware,
the stem allows the drinker to hold the glass without affecting the temperature of the drink.
One variation is the double martini glass which is taller and wider at the opening than a
standard martini glass.

Red Wine Glasses

Glasses for red wine are characterized by their rounder, wider bowl which gives the
wine a chance to breathe. Since most reds are meant to be consumed at room temperature,
the wider bowl also allows the wine to cool more quickly after hand contact has warmed it.
Red wine glasses can have particular styles of their own, such as:

• Bordeaux Glass: Tall with a wide bowl, and is designed for full bodied red wines like
Cabernet and Merlot as it directs wine to the back of the mouth.
• Burgundy glass: Larger than the Bordeaux glass, it has a larger bowl to accumulate
aromas of more delicate red wines such as Pinot Noir. This style of glass directs wine to
the tip of the tongue.
White Wine Glass

White wine glasses are generally narrower, although not as narrow as champagne
flutes, with somewhat straight or tulip-shaped sides. The narrowness of the white wine glass
allows the chilled wine to retain its temperature for two reasons:

•
The reduced surface area of the glass as compared to red wine glasses
means less air circulating around the glass which warms the wine.
• The smaller bowl of the glass means less contact between the hand and the
glass. Body heat does not transfer as easily or as fast as the wine.
Champagne Flutes

Champagne flutes are characterized by a long stem with a tall, narrow bowl on top.
The shape is designed to keep sparkling wine attractive and inviting during its consumption.
The glass is designed to be held by the stem to help prevent the heat from the hand up the
champagne. The bowl itself is designed in a manner to help retain the signature carbonation
in the beverage.

The champagne flute achieves by reducing the surface area at the opening of the
bowl. Champagne flutes are often used at formal engagements such as award ceremonies
and weddings.

Sherry Glass

A sherry glass is a beverage ware generally used for serving aromatic alcoholic
beverages, such as sherry, port, aperitifs and liqueurs, and layered shooters. An
ISOstandard sized sherry glass is 120 ml. The copita with its aroma-enhancing narrow taper
is a type of sherry glass.

Coupette Glass

A modified version of the cocktail glass which is used for serving drinks. The rim of
the glass is coated in either sugar or salt or any other condiments. This is used for more
exotic drinks such as margaritas.

Old Fashioned Glass

The Old-Fashioned glass, rocks glass, or lowball, is a short tumbler used for serving
liquor “on the rocks” which means over ice, or cocktails having few ingredients. It is named
after the old fashioned cocktail, traditionally served in such a glass. A white Russian s
traditionally served in the Old Fashioned Glass.

Beer Glass or Pilsner

A beer glass is used to serve beer, sometimes also known as Pilsner. The German
glass generally holds 500 milliliters with room for foam or head. It is much taller than a pint
glass. It is very narrow at the bottom and slightly wider at the top. In other countries such as
Belgium, the glass may hold 250 ml or 330 ml. The tall glass provides room for the often
thick, fluffy heads produced by the style which traps aromas and is visually pleasing.

Pitcher

This larger container usually has a handle and a lip or spout for pouring the contents
into several glasses which is available in glass or plastic. Pitchers are generally used for
serving beer from a beer keg or draft beer.

Yard Glass

A yard or yard glass is a very tall glass used for drinking beer; a yard or yard of ale
also refers to the quantity of the beer held by such a glass. The glass is approximately one-
yard-long and holds two imperial pints (1.14 liters) of liquid. The glass is shaped with a bulb
at the bottom, and a widening shaft which constitutes most of the height. Because of the
glass is so long ad in any case does not usually have a stable flat base, it is hung on the
wall when not in use.
Coffee Mug

A coffee mug is a smaller version of the beer mug. It is made of thick heavy glass
and used for coffee.

Irish Coffee Cup

A uniquely shaped glass with a handle that is used to serve any hot beverage such
as Spanish coffee, Irish coffee, or cocoa.

Highball GlassA highball glass, a glass tumbler, contains 8 to 12 fluid ounces (240 to
350 ml) and is used to serve highball cocktails and other mixed drinks. A highball glass is
taller than an Old Fashioned glass, and shorter and wider that a Collins glass.

1. .

What I Have Learned

In serving beverage we have to check beverages orders for presentation and

appropriate garnishes, beverages should be serve at appropriate times during the
meal and efficiently according to established standard of service at the right
temperature. Open full bottle wine orders efficiently with minimal disturbance to the
other guest and carry out wine service in accordance with establishment procedures

What I Can Do

With the given script perform the scenario”

1. Presenting bottle of wine to the guest.

"Sir, may I present to your order of (name of wine), with a very good vintage (year), a
heavily/light bodied (red or white wine)"
Criteria Excellence Very Satisfactory Very Good
(5 points) Satisfactory (3 points) Good (1 point)
(4 points) (2 points)
Beverages are served at
the right temperature.
 Wine is opened
efficiently with minimal
disturbance to other
guests.

Wine service is carried

out accordance to
standard and correct
procedures.

Lesson
Process Payments and
5
Receipts

What’s New

The methods by which bills are prepared and processed range from handwritten
dockets to highly computerized systems. The two purposes of a guest’s bill are to inform the
guest of the amount to be paid (giving details of what is charged for) and to act as a control
system for establishment.

Guest’s bill may be presented at the table, at the bar, or at a cashier’s desk. Wherever it
is presented, the bill should be kept up to date at all times. The bill should be kept ready for
presentation as soon as the guest requires it. This may not always be possible, particularly
when beverages are being served right up to the time of the guests’ departure.
 What is It

Presenting the Bill/Check

Before presenting the check, look it over to make sure all items ordered and served
have been included and charged to the guest’s bill correctly.

• Ensure that it is presentable and legible.

• Use judgment and present the check when deemed appropriate.
• Check should be presented in a booklet to a host or placed in the center of the table.
• After presenting the check, take a few steps and glance back at the table. If the
guest already has cash or credit card ready, it may mean he or she is in a hurry to
leave. If this is the case, try to close the transaction immediately as soon as
possible. • Always be discreet, tactful and gracious.
Accepting Payment

Common payment methods include cash, credit cards. The Electronic Funds Transfer at
Point of Sale (EFTPOS) system, vouchers and charge accounts. Be familiar with the
procedures for these various methods of payment and know which methods of payment are
acceptable to the establishment.

• Checks are paid either by credit card or cash.

• If the guest is paying by credit card, follow company guidelines.
• If the guest is paying with cash, ensure that you receive the correct amount, and
return any change with a selection of bills to ensure flexibility in leaving a tip. DO
NOT make change right at the table. Take the check and cash to the back of the
house, and make change.
• In handling cash, make sure you count the change twice, and make sure no bills
dropped as you take the change back to the table.
• Return the check and change on either a tip tray or booklet, along with the receipt.
• Do not pick up tips while guests are still in the restaurant, unless handed to you by
the guest or you are summoned by the guest.

What I Can Do

Bill Please
Role play the following situation:
Mr. and Mrs. Flores dined in your restaurant after attending a Sunday mass. You are the
assigned waiter to serve them in their lunch. The amount of their restaurant bill is amounting
to one thousand five hundred fifty pesos (P 1,550.00)

Process and present their restaurant bill.

Criteria Assessment Total
Excellent Very Satisfactory Needs
(5 points) Satisfactory (2 points) Improvement
(3 points) (1 point)
Bills are
prepared and
processed
accurately in
coordination
with cashier
Amount due is
verified with
customer
Cash and
noncash
payments are
accepted and
receipts are
issued.
Change are
given as
required
Required
documentation
is completed
in accordance
with enterprise
policy
 Lesson
6 Conclude Food Service and
Close Down Dining Area

What is It

Closing Procedures
Prerequisites
~Do not extinguish or dim any lights until all customers have left the
building.
~Do not close the last register until after scheduled closing and all
customers have exited the store.
~Always answer the phone, even when it rings after closing.
~Always leave in pairs when closing the store.
~Never exit through the rear of a store.
~Ensure all parking lots and exits have adequate lighting and that all
bulbs are lit and functioning. Tasks – 1 Hour Prior To Closing
~Restock and recovery.
~Assign closing and cleaning duties.
~Lock any non-essential perimeter doors.
~Clean and restock restrooms.
~Return all non-defective returned merchandise to stock.
-This should not be done by the cashier who processed the actual refund.
~Move all defective returned merchandise to the back room for
processing. ~Clear the aisles of any merchandise, pallets, freight,
carts, etc. Tasks – At Closing Time ~Walk the floor and restroom
for any remaining customers.
~Retrieve all shopping carts from outside and inside the store and place in
front of store (inside).
~Bring all products from sidewalks and outside selling areas into the store.
~Lock all perimeter doors, including main entrance and exit doors. The exit
door should remain locked, with a supervisor or other responsible
employee remaining at the door and letting customers out and relocking the
door after each exit. Departing employees should also be observed,
ensuring that no unpaid merchandise is carried out.
~Dust the floors and mop when necessary.
~Close and count down all cash registers.
-Cash should be counted away from registers so that it will not be visible
to customers remaining in the store or who might be able to view the
activity from outside the store through windows.
~Settle all credit card machines (if applicable work with Head Office).
~Generate a detailed batch listing (if applicable work with Head Office).
~Settle the machine (transmit the batch – if applicable work with Head
Office).
~Place the detail tape, settlement report and tills in the safe.
-Place tills in a safe over night and leaving register draws open will better
protect the point of sale terminals in the event of a break in because
burglars will invariably break into a register.
-All tills should be balance, with paperwork, immediately following each cashier’s shift so
that any discrepancies can be investigated promptly, with the day’s events fresh in the
cashier’s mind. The countdown of money should be witnessed and formally acknowledged
by a manager. The cashier should not know how much money should be in the drawer. The
manager should obtain that data from the POS program for use in determining the amount
the cashier is over or short. If the over/ short is exceeds a designated threshold (no more
than $1.00), the cashier should be required to provide a written statement as to what
possibly could have caused the variance.
~Empty all trash receptacles and place the trash bags near the back door
(or receiving door) for removal to the dumpster the following morning. This
will deter the theft of product via the trash for later removal from the
dumpster, and preclude the need to exit the rear of the store during hours
of darkness (a heightened risk of robbery is present at that time).
~Shut off overhead music.
~Shut down any working displays.
~Seasonal Items – unplug any seasonal lights that could cause an
electrical fire.
~Shut off any televisions.
~Ensure radios are turned off and placed in cradles.
~Leave closing notes for opening manager and include daily totals,
merchandising info and any employee updates.
~Double check all perimeter doors.
~Perform a security bag/coat check.
~Shut down all Eagle and computer programs.
~Properly shut down all computers.
~Go through the Non Negotiable Standards form and make sure
everything is checked off for the closing procedures.
~Turn off the air conditioning system.
~Turn off all lights.
~Activate burglar alarm system and know the duress code.
~Exit the front of the store and lock the doors. Ideally, all closing personnel
should leave together, but as a minimum or two people should leave
together when the store is locked for the night.
~Double check that the door is securely locked.

Lesson
7 Manage Intoxicated Persons

What’s New

Intoxication is a term used to describe a change of perception, mood, taking process,

and motor skills that results from high levels of alcohol on the central nervous system.
 What is It

How to Watch For Signs of Intoxication in Bars

Many things (such as food, medication, sleep, and so on) can affect how people
process alcohol. As a bar owner, you have to resort to the tried –and-(mostly) - true method
of observing your patrons.
To help identify potentially intoxicated patrons, the following are the most common
signs of intoxications:
• Volume of speech becomes louder
• Eyes seems glassy
• Slurred Speech
• Stumbling or tripping over things
• Spilling drinks or even missing their own mouth when drinking
• Aggressive behavior
Quiet customer who just sit and drink may sometimes be the most dangerous ones
as they usually do not exhibit the common signs of intoxication, and yet may explode
anytime once they have too much to drink.

You must know the laws in your area, monitor your staff members, and execute
good judgment to serve your clientele and your community safely.

The following are tips in refusing service to an intoxicated customer

• Do not cut anyone off in front of others. The manager should invite the person to the
office or pull him aside to break the news. Remember to keep everything factual, not
accusatory; “I think you had enough, call it a night.”
• Discreetly give the person’s friends the same information. Tell the person who is the
guest that you are not serving him/her anymore. Don’t get into any negotiation about
it.
• Make sure that the guest has a ride to home. If he/she does not, call a cab and make
sure he/she gets into it. • Do not make a big deal out of cutting a guest off, be firm. It
is for their own good.
Some other tips for handling guests/customers who are intoxicated

• Stop serving them immediately. If the customer has wandered in from another bar or
restaurant, you can refuse to serve them. They may claim that you acted illegally,
but you’re not. You are just being responsible from your actions.
• Offer the customer some coffee and some food, as an alternative to a drink.
• Call a cab or another to ride the customer home. Do not let them drive!
• If a customer becomes angry or belligerent, escort them outside of the restaurant
and call the police, who can look after the customer, until he or she is sober and
safe.
• Offer the guests some food. Foods can slow down the absorption of alcohol.
 • Remove and empty bottle or glass before coming back with the next one.
• Coach your staff to offer water or non-alcoholic beverages.

What I Can Do

Role Play how you will manage an intoxicated customer.

Mr. Hayon entered the restaurant prim and proper. He ordered alcoholic drinks and later
exhibited aggressiveness toward other guests and personnel.

Performance Rubric
Criteria Excellence Very Satisfactory Very Good Total
(5 points) Satisfactory ( 3 points) Good ( 1 point)
( 4 points ) (2 points)
Level of intoxication
of customers are
determined
Difficult situations
are referred to an
appropriate person
Appropriate
procedures are
applied on the
situation and in
accordance with
enterprise policy

Legislative
requirements are
applied

Assessment
Directions: Read the following test items below. Select the correct answer
from the given choices. Write the letter of your answer in your notebook.
1. It means viewing the customer as the most important part of your job.
A. Good customer service approach
B. Customer friendly approach
C. Good customer relation approach
D. Customer – Boss approach
2. The customers want to know about products and services but in a pertinent and
time- sensitive manner.
A. friendliness
B. information
C. control
D. empathy
3. “Wear your best ……..” in greeting the customers.
A. dress
B. make-up
C. smile
D. hat
4. What are the two critical qualities to “customer friendly approach”?
A. greetings & smile
B. customer – boss
C. skills & attitude
D. communication & relationship
5. It results to customer’s dissatisfaction, lack of returning customers and dwindling
business.
A. Poor customer service
B. Poor Customer friendly approach
C. Poor customer relation
D. Customer – Boss approach
6. The way a business relates to its customers, clientele and patrons.
A. Service
B. Customer relations
C. Customer service
D. Customers
7. It means taking an extra step to help without being asked.
A. Good service
B. Good customer relations
C. Good customer service
D. Good customers
8. It means providing a quality product or service that satisfies the needs and wants
of a customer and keeps them coming back.
A. Service
B. Customer relation
C. Customer service
D. Customers
9. They are the people who need our help, assistance and care of their needs.
A. Service
B. Customer relations
C. Customer service
D. Customers
10. It is not only limited to or an exchange of monies for goods or services; it
should provide the customer with happiness and satisfactions.
A. Service
B. Customer relations
C. Customer service
D. Customers