KAYPIAN NATIONAL HIGH SCHOOL

Sitio Looban, Kaypian Proper, City of SJDM, Bulacan

4th QUARTER PERIODICAL EXAM IN FOOD AND BEVERAGE SERVICES 11

S.Y. 2022 – 2023

I. MULTIPLE CHOICE: Read the questions carefully. Write the correct answer of choice.

1-5.Read the following conversation below. Then try to answer the questions that follows.

Waiter: Good evening, sir. Is everything alright with your order?

Customer: Actually, no. I think there has been a mistake. I received the wrong dish.

Waiter: Oh, I apologize for the mix-up. Let me take a look at your order and sort this out immediately.

[Waiter examines the dish and confirms the mistake.]

Waiter: I'm really sorry for the error, sir. We will quickly prepare the correct dish for you. Please allow me a few moments
to rectify this.

Customer: It's quite disappointing to receive the wrong order. I was really looking forward to the dish I ordered.

Waiter: I completely understand your frustration, sir, and I apologize for the inconvenience caused. We strive to provide
the best service, and this mistake should not have happened. Rest assured, we will make it right for you.

Customer: I appreciate that, but it's still frustrating. I hope it doesn't take too long to get the correct dish.

Waiter: I assure you, sir, we will prioritize your order to ensure it arrives promptly. In the meantime, please allow me to
offer you a complimentary appetizer or a drink as a gesture of our apology.

Customer: That would be appreciated. Thank you.

[Waiter arranges for the correct dish to be prepared and brings the complimentary item.]

Waiter: Here is your complimentary appetizer, sir. I've also notified the kitchen about the correct dish, and it will be served
to you shortly. Once again, I sincerely apologize for the mistake.

Customer: Thank you for your prompt response and the gesture. I appreciate it.

Waiter: You're welcome, sir. I'm glad I could assist. If there's anything else you need or if you have any further concerns,
please don't hesitate to let me know.

Customer: I will. Thank you.

1. What was the conversation all about?

A. Taking Orders C. Welcoming the guest
B. Handling Complaint D. Serving Wine

2. What do you call the expression of guilt and remorse?

A. Apologize C. Customer Evangelist
B. Gratitude D. Disservice

3. In the conversation, what was the root cause of the complaint?

A. Untidy restaurant C. Hair strand in the dish
B. Wrong item D. None of the choices

4. Which of the following MUST NOT be done in handling and receiving complaint?
A. Name of Guest C. Contact number
B. Date and Time of Reservation D. All of the choices
5. Which of the following statements from the dialogue show empathy?
A. I sincerely apologize for the mistake C. You're welcome, sir. I'm glad I could assist.

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 B. I'm really sorry for the error, sir D. I completely understand your frustration, sir

6. You are a server in a high-end restaurant and are tasked with setting a formal table for a VIP guest. Which of the
following represents the correct order of items from left to right?
A. Dinner fork, salad fork, dinner knife, soup spoon, teaspoon, bread plate with butter knife, water glass,
red wine glass, white wine glass
B. Salad fork, dinner fork, soup spoon, dinner knife, teaspoon, bread plate with butter knife, water glass,
red wine glass, white wine glass
C. Dinner fork, salad fork, soup spoon, dinner knife, teaspoon, bread plate with butter knife, water glass,
red wine glass, white wine glass
D. Salad fork, dinner fork, dinner knife, soup spoon, teaspoon, bread plate with butter knife, water glass,
red wine glass, white wine glass

7. Joemel is a buffet attendant. He will be decorating a banquet for a 18-year old girl’s debut party with a
“phoenix” and fiery theme. Which setup would best suit the occasion?
A. Pink and yellow table cloth, scallops and butterfly table skirting and balloon arrangements
B. Blue and yellow table cloth, scallops and butterfly table skirting and balloon arrangements
C. Red and gold table cloth, diamond and knife table skirting and balloon arrangements
D. Red and green table cloth, diamond and knife table skirting and balloon arrangements

8. In a table reservation form, what part refers to the number of persons reserved for the table?
A. Cover B. Guest C. Pax D. Plates

9. Which of the following is NOT included in the L.E.A.S.T. approach in handling complaints?
A. Listening B. Empathize C. Argue. D. Solve

10. You are a banquet server setting a table for a formal dinner event. What is the correct order of the flatware from
left to right?
A. Salad fork, dinner fork, teaspoon, soup spoon, knife, dessert spoon.
B. Dinner fork, salad fork, soup spoon, teaspoon, knife, dessert spoon.
C. Dinner fork, salad fork, knife, soup spoon, teaspoon, dessert spoon.
D. Salad fork, dinner fork, knife, soup spoon, teaspoon, dessert spoon.

11. If you ask the caller to hold on, what is the best way to tell him/her??
A. Excuse me mam/sir, but I have to hold on for a minute
B. Please hold on the other line, I have important things to do
C. Wait for a while mam/sir
D. Would you mind to wait for a minute mam/ sir?

12. In the menu, what is the other term for starters to start the meal/ increase the appetite of guests?
A. Main Course B. Appetizer C. Desserts D. Beverages

13. Which of the following is NOT an example of flatware?

A. White Wine Glass B. Dessert Fork C. Salad Fork D. Soup Spoon

14. What is the best way to resolving customer complaints?

A. Ignore the Guest C. Make an excuse
B. Agree with the Customer D. Listen and analyze

15. You are the server of a restaurant and your guest is severely allergic to shellfish and other seafood. Which main
course would you recommend for him?
A. Shrimp in Oyster sauce C. Chicken Parmesan
B. Seafood Pasta D. Baked Tahong

16. When serving drinks, you should serve from the ________ side of the guest
A. Top B. Left C. Right D. Bottom

17. In adjusting tableware and cutlery, what do you call the process in which the crumb of the previous course is
cleaned from the table?
A. Clearing B. Laying C. Decrumbing D. Sanitizing

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 18. You are a server in a high-end restaurant and are tasked with setting a formal table for a VIP guest. Which of the
following represents the correct order of items from left to right?
A. Dinner fork, salad fork, dinner knife, soup spoon, teaspoon, bread plate with butter knife, water glass,
red wine glass, white wine glass
B. Salad fork, dinner fork, soup spoon, dinner knife, teaspoon, bread plate with butter knife, water glass,
red wine glass, white wine glass
C. Dinner fork, salad fork, soup spoon, dinner knife, teaspoon, bread plate with butter knife, water glass,
red wine glass, white wine glass
D. Salad fork, dinner fork, dinner knife, soup spoon, teaspoon, bread plate with butter knife, water glass,
red wine glass, white wine glass

19. You are a banquet server setting a formal table for a high-end event. What is the correct placement for the
dinner fork?
A. Above the dinner plate, with the prongs facing down
B. To the left of the dinner plate, with the prongs facing up.
C. To the right of the dinner plate, with the prongs facing down
D. Above the dinner plate, with the prongs facing up

20. When serving drinks, you should serve from the ________ side of the guest
A. Top B. Left C. Right D. Bottom

21. When serving main dishes, you should serve from the ________ side of the guest
A. Top B. Left C. Right D. Bottom

22. Table cloth, buffet cloth, napkins, tray cloth, waiter’s cloth, satin cloth, etC. are ALL examples of?
A. Tableware B. LInen C. Crockery D. Disposables

23. Paper napkins, disposable plates, cups, table mats, doilies, gloves, coasters and table mats are ALL examples of?
A. Tableware B. LInen C. Crockery D. Disposables

24. When clearing dishes, you should clear from the ________ side of the guest
A. Top B. Left C. Right D. Bottom

25. Ms. Jozelle orders a chicken parmesan dish using a la carte menu therefore the table is set using the a la carte/
basic table setup. Which of the following table appointments is NOT included in the table setup?
A. Water Goblet B. Soup spoon C. Dinner Kinfe D. Dinner Plate

26-30. Read the following conversation below regarding listening and handling complaint. Then try to answer the
questions that follows.

Waiter: Good evening, ma'am. How can I assist you today?

Customer: Well, I made a reservation for a table by the fountain, but I was given a table away from it. I was really
looking forward to the ambiance by the water.

Waiter: I apologize for the inconvenience, ma'am. Let me check your reservation and see what went wrong.

[Waiter looks up the reservation details.]

Waiter: I see here that you did indeed request a table by the fountain. I apologize for the oversight. It appears there was
a miscommunication, and we unintentionally assigned you a different table.

Customer: It's disappointing because I specifically chose this restaurant for its beautiful fountain view. Is there anything
that can be done? This is outrageous!

Waiter: I completely understand your frustration, ma'am, and I apologize for the mistake. While I cannot move you to a
table by the fountain right away, I will speak to my manager to see if we can accommodate your request.

Customer: I appreciate your willingness to help. I hope something can be done.

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Waiter: Thank you for your understanding. I will do my best to find a solution. In the meantime, please allow me to offer
you a complimentary appetizer or a drink of your choice as a gesture of our apology.

Customer: That's kind of you. I would appreciate a drink while we wait for a resolution.

[Waiter arranges the complimentary drink and speaks to the manager about the situation.]

Waiter: Ma'am, I have spoken to my manager, and I sincerely apologize for the mix-up. Unfortunately, due to the high
demand for tables by the fountain tonight, we are unable to move you there. However, we would like to offer you a
dessert on the house as a further apology for the inconvenience.

Customer: While it's disappointing, I understand that it's busy. I appreciate the gesture and accept the offer for dessert.

Waiter: Thank you for your understanding, ma'am . I will ensure that your dessert is served shortly. If there's anything
else you need or if you have any further concerns, please don't hesitate to let me know.

Customer: I will. Thank you for your assistance.

[Waiter arranges for the complimentary dessert and ensures it is promptly served to the customer.]

26. What was the complaint from the conversation above?

A. Not able to get into the restaurant C. Misplaced reservations
B. A strand of hair in the soup D. Not getting a spot near the fountain

27. Which of the following statements sounded like going the extra mile for the customers?
A. “: Thank you for your understanding, ma'am.”
B. “we would like to offer you a dessert on the house”
C. “I will do my best to find a solution”
D. “If you have any further concerns, please don't hesitate to let me know”

28. Which of the following statements show empathizing with the customer?
A. Thank you for your understanding. I will do my best to find a solution.
B. I completely understand your frustration, ma'am
C. Ma'am, I have spoken to my manager, and I sincerely apologize for the mix-up.
D. None of the choices.

29. What was the solution to the complaint?

A. Discounted meal C. Lost Customer
B. Complimentary drinks and desserts D. Banned from the Restaurant

30. Which of the following is NOT a way of taking actions on a complaint?

A. Listen to the customer complaint
B. Accept the Complaint in its entirety
C. Commit to doing everything in your power to solve it
D. Freebies

31. Which of the following body languages show paying special attention to your customers?
A. Smiling politely C. Ignoring the customer
B. Crossing Arms in front of guest D. Walk past the customer

32. Which of the following choices are steps in resolving customer complaints?
A. Listen to the customer complaint
B. Sympathize with the guest
C. Ask the guest if they understand your explanation
D. Ask the guest how they want to resolve the problem

33. Mikel asks for the manager of the restaurant after a waiter gave his request of water, spilling it over him and not
saying sorry. This common type of complaint is due to __________
A. Untidy Dishes B. Poor Service C. Rude Server D. Others

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 34. ____________ is a term used to describe the method and manner by which food is served to the guests in food
service.
A. Service B. Beverage C. Restaurant D. Waiter

35. Gerald and Daniela complain about greasy utensils while eating their pasta. They raise their concern to the
waiter for replacement. This common type of complaint is due to __________
A. Untidy Dishes B. Poor Service C. Rude Server D. Others

36. A customer is irate due to slow service for the evening which they were looking forward to for weeks. How
would you say that the kitchen is still stuffed with orders and it will take a few more minutes?
A. “I’m sorry maam, you will have to wait for 5 more minutes”
B. “I understand your frustration maam. Please do understand we’re currently short-staffed at the kitchen.
Here’s a complimentary drink”
C. “Maam, please be patient. We’re doing our best so shut up”
D. None of the choices

37. You are a banquet server setting a formal table for a high-end event. What is the correct placement for the
dinner fork?
A. Above the dinner plate, with the prongs facing down
B. To the left of the dinner plate, with the prongs facing up.
C. To the right of the dinner plate, with the prongs facing down
D. Above the dinner plate, with the prongs facing up

38. This comes from the French term “banc” or to bench. In the old times, people sat on benches and shared a meal.
Nowadays, ___________ means function during an occasion.
A. Banquet B. Banqueuet C. Bancquet D. Function Event

39. Sheryll Mae is planning for a debut for her sister. Which of the following banquet style setting is fitting for this
social event?

A. Banquet Style B. Cabaret Style C. Herringbone D. Classroom

40. Blessie Lou is organizing a seminar for the whole grade level regarding action research. Which of the following
banquet style setting is applicable for Blessie’s event?
A. Banquet Style B. Cabaret Style C. Herringbone D. Classroom

41-45. Create a 4 panel comic strip with the scenario of uncooked burger patty. (the customer ordered grilled
hamburger but upon eating, they bite into a patty that is a little bit raw/uncooked)

45-50. Create a 4 panel comic strip with the scenario of receiving wrong order of food (the customer received carbonara
instead of what they ordered: red sauce pasta).

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Criteria Points for Comic Strip (41-50)

Visual Appeal | [ 1 point ]

 The panel is visually engaging and captures the attention of the reader.
 Characters and objects are well-drawn and visually appealing.

Storytelling | [ 1 point ]

 The panel effectively communicates a clear message or scene.

 Sequential storytelling is evident, with a logical flow of events.
 Panel layout and composition enhance the narrative and pacing.

Clarity of Expression | [ 1 point ]

 Characters' facial expressions and body language convey emotions and intentions.
 Dialogue, captions, and sound effects are clear and easy to read.
 Visual storytelling supports the understanding of the story or situation.

Overall Impact | [ 2 points ]

 The panel leaves a lasting impression on the reader.

 It evokes an emotional response or generates intrigue.
 The panel stands out and adds value to the overall comic.

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