HSP 135 - Practice Quiz #1 - CHAPTER 1 & 10

Questions:

1. The technical skills of service are referred to as:

a. hard skills / procedural

b. intangible skills

c. hospitality skills

d. soft skills

2.Soft skills are attributes of a server that:

a. Are required to accomplish routine service tasks

b. Are trainable and demonstrate efficiency in service delivery

c. Impact interpersonal interactions with guests and co-workers

d. Are used during a bench test to compare candidates for employment

3. Conviviality in a restaurant can be expressed in each of the follow ways, except:

a. Being attentive and making eye contact with the guest

b. Problem Solving guests needs based on guidance and suggestive selling

c. Being enthusiastic and projecting positive mental attitude

d. Following routine processes for closing the dining room

4. Which of the following is the most common meaning of service in the food industry?

a. the element of service that keeps guests coming back

b. Delivery techniques or manner of presenting a meal to a guest

c. the ability to see things from the guests viewpoint and react with correct feelings

d. the enthusiastic way in which servers respond to guests needs

5.Hospitality relates to:

a. the reception & entertainment of guests with liberality & goodwill

b. tangible aspects of presenting a meal for a guest

c. opening champagne and wine properly

d. chefs actions required to accommodate requests for changes in menu offerings

6. Outcomes of Hospitality depends on _________ and outcomes of Service depends on ___________:

a. Personality, Routines

b. Feelings, Actions

c. Emotional Labor, Physical Labor

d. Both a or c would complete the answer correctly

7. The art of communication consists of:

a. Speaking concisely and active listening to better understand the feelings of guests

b. speaking only when spoken to

c. repeating information to be sure that guests have heard you

d. never having guests ask questions because you have already told them what they need to know

8. The most important convivial characteristic a professional server can possess is:

a. the ability to maintain a personal distance during interactions with guests

b. an engaging personality that keeps guests coming back repetitively

c. a sense of humor to tolerate the tuff to serve guests

d. cheerfulness

9. Which of the following is not a guest perception of service as articulated by Bill Martin?

a. welcome

b. understood

c. politeness

d. important

10. Which of the following descriptions is not associated with Conviviality

a. Keeps the guests coming back

b. Human connections directed at satisfying the needs of guests

c. Delivery method for food & drinks to guests

d. The feeling that a guest takes with them

11. Which of the following is not an attribute of a servers (GIO) Guest Interaction Orientation?

a. Behavioral Flexibility

b. Engaging Interpersonal Skills

c. Accommodation

d. Display Empathy

12. When it comes to judging the quality of experience, whose expectations are most

important?

a. the person receiving the service

b. the staff member providing the service

c. the staff member's boss

d. the owner of the company

13. KSAs stand for a servers:

a. Keeping Service Alert

b. Key Strategic Activities

c. Knowledgeable Service Actions

d. Knowledge, Skills & Abilities

14. Which of the following statements about providing good service is false?

a. High turnover rates make it harder for a company to provide good service.

b. Companies that succeed create a service environment that exceed the guests perceptions and expectations.

c. Service-oriented companies look for ways to care for guests that must wait for service.

d. Companies that provide good service make sure their employees never try to solve problems on their own, they must seek support of supervisors

15. Which of the following statements about staff turnover and service is true?

a. Staff turnover helps a business provide good service, because a constant flow of new people is beneficial.

b. Since new employees tend to handle "moments of truth" with customers better than veteran employees, staff turnover helps companies provide good service.

c. Staff turnover hurts a business's ability to provide good service.

d. a and b

16. According to Bill Martin which of the following is not an attribute of conviviality?

a. body language

b. tone of voice

c. tact

d. timeliness

17. Guests rate the service they receive as dissatisfying when the service they receive is:

a. A Moment of Misery

b. A Moment of Mediocracy

c. A Moment of Magic

d. A Moment of Memory

18. Which of the following is not a critical attribute of a product Experience:

a.	Intangible experiences cannot be seen, tasted, felt, heard, or smelled before purchase
b.	Bad services can be separated from the overall cumulative impression of experience
c.	Quality of experience depends on who, provides it and where, when & how its delivered
d.	Experiences can not be stored for later sale, use, or transferred to another guest

19. The art of Hospitality in service is best describe as:

a. Procedural processes that wows the guest

b. Delivery techniques that evoke a memory

c. a feeling of satisfaction that motivates a guest to repeat purchase

d. Functional tasks that make a foodservice appear different

20. Customer Loyalty is driven by overall satisfaction which results in all of the

following consumer actions except:

a. Willingness to recommend

b. Resistance to Switch

c. Negative comments on Trip Advisor

d. Repeat Buying

21. Personal attribute of servers that is essential to creating MEMORABLE guest experiences:

norms

values

needs

attitude (PMA)

22. Define Moment of Truth?

Moment to take a break

Moment before the entre arrives

Moment whereby a customer can form an impression about the quality of service

Moment before the customer arrives at the restaurant

23.What attributes of a server can be trained?

Procedural / Functional

attitude

personality

friendliness

24.What attribute of a server is only hirable?

procedural

conviviality / personality

proficiency

efficiency

25. A cumulative impression of a satisfying experience must include:

a. the tangible product and only the tangible product

b. only the intangible perception guests leave feeling

c. executing a flawless service -delivery system

d. effective delivery of tangible service & intangible feelings of hospitality