Question 1

Employees will produce the service expected by management when:

Accepted Answer

A)  adequate information and training is provided. 
B)  they feel it is possible to satisfy the demands placed on them by customers. 
C)  skills match the performance expected. 
D)  both A and C. 
E)  all of the above. 
A)  adequate information and training is provided. 
B)  they feel it is possible to satisfy the demands placed on them by customers. 
C)  skills match the performance expected. 
D)  both A and C. 
E)  all of the above. E

Question 2

Describe four of the eight principles of waiting.

Accepted Answer

Four of the following: unoccupied time feels longer than occupied; the same amount of time after service has ended seems longer than before service began, which feels longer than that endured during service; anxiety makes the wait feel longer; unexplained waits are longer than explained waits; uncertain waits are longer than explained; unfair waits seem longer than equitable waits; the more valuable the service, the longer people will wait; solo waits are longer than group waits.

Question 3

Differentiate between the procedural aspects and convivial aspects of service. Give one example of each.

Accepted Answer

Procedural part of service consists of what is involved in getting the products and services to the customer and consists of incremental flow of service, timeliness, accommodation, anticipation, communication, customer feedback, and supervision. The convivial part of service refers to the visual and measurable behaviors of servers. These behaviors include attitude, body language, tone of voice, tact, name calling, attentiveness, guidance, suggestive selling, and problem solving.

Question 4

Problems with the restaurant operation have a direct correlation to the percentage of repeat customers.

Accepted Answer

A) True 
 B)False

Question 5

Identify three of the four gaps that occur when customers are dissatisfied with service. Suggest ways to close these gaps.

Accepted Answer

Answer should include three of the follo

Question 6

_____________occurs when employees feel they cannot satisfy all the demands placed on them by the people - _____________and_____________ - who they are responsible to.

Accepted Answer

Role confl

Question 7

An accommodating policy standard should be implemented to ensure that the procedural dimensions of service are consistent throughout the operation.

Accepted Answer

A) True 
 B)False

Question 8

The procedural aspects of service consist of:

Accepted Answer

A)  accommodation. 
B)  attitude. 
C)  timeliness. 
D)  both A and B. 
E)  both A and C. 
A)  accommodation. 
B)  attitude. 
C)  timeliness. 
D)  both A and B. 
E)  both A and C.

Question 9

Service encounters and purchases are considered ____________to the customer and____________to the service provider.

Accepted Answer

The answer of Service encounters and purchases are considered ____________to...

Question 10

If all for of the service gaps exist, it is best if management begins by closing the____________gap, which can be described as _____________ too much.

Accepted Answer

The answer of If all for of the service gaps...

Question 11

Why do gaps in service occur?

Accepted Answer

Management does not know what is importa

Question 12

____________is a convivial aspect of service and refers to the way people act, think, and feel.

Accepted Answer

The answer of ____________is a convivial aspect of service and...

Question 13

____________can result in a higher check as well as exposing the customer to a menu item they might not try otherwise.

Accepted Answer

The answer of ____________can result in a higher check as...

Question 14

Service encounters appear successful because the customer brings high expectations to the encounter.

Accepted Answer

A) True 
 B)False

Question 15

When asking guests to name their biggest complaint, speed of service and inattentive servers were mentioned most often.

Accepted Answer

A) True 
 B)False

Question 16

It can be difficult for an employee to generate the same level of enthusiasm for every customer because:

Accepted Answer

A)  many employees like some or all of their customers. 
B)  customers want to be treated like other customers. 
C)  customers bring high expectations to the service encounter. 
D)  all of the above. 
E)  customers have differing wants and needs regarding service. 
A)  many employees like some or all of their customers. 
B)  customers want to be treated like other customers. 
C)  customers bring high expectations to the service encounter. 
D)  all of the above. 
E)  customers have differing wants and needs regarding service.

Question 17

When trying to improve gaps in the service encounter, management must raise customer expectations to a level higher than the service provided.

Accepted Answer

A) True 
 B)False

Question 18

The first gap in delivering service occurs when_____________ perceptions about what customers _____________are different from_____________ .

Accepted Answer

management

Question 19

The following identify service gaps except:

Accepted Answer

A)  management knows what is important to the customer. 
B)  management knows what is important to the customer, but does not translate into service standards. 
C)  service standards are in place but employees do not practice them. 
D)  customers are promised a level of service that is not delivered. 
E)  both A and B. 
A)  management knows what is important to the customer. 
B)  management knows what is important to the customer, but does not translate into service standards. 
C)  service standards are in place but employees do not practice them. 
D)  customers are promised a level of service that is not delivered. 
E)  both A and B.

Question 20

All of the following are feelings associated with waiting except:

Accepted Answer

A)  anxiety. 
B)  the same amount of time after service has ended seems longer than the wait before service began. 
C)  occupied time seems longer than unoccupied. 
D)  uncertain waits are longer than known waits. 
E)  both C and D. 
A)  anxiety. 
B)  the same amount of time after service has ended seems longer than the wait before service began. 
C)  occupied time seems longer than unoccupied. 
D)  uncertain waits are longer than known waits. 
E)  both C and D.

Employees will produce the service expected by management when:

Describe four of the eight principles of waiting.

Differentiate between the procedural aspects and convivial aspects of service. Give one example of each.

Problems with the restaurant operation have a direct correlation to the percentage of repeat customers.

Identify three of the four gaps that occur when customers are dissatisfied with service. Suggest ways to close these gaps.

_______occurs when employees feel they cannot satisfy all the demands placed on them by the people - _and_______ - who they are responsible to.

An accommodating policy standard should be implemented to ensure that the procedural dimensions of service are consistent throughout the operation.

The procedural aspects of service consist of:

Service encounters and purchases are considered to the customer andto the service provider.

If all for of the service gaps exist, it is best if management begins by closing thegap, which can be described as _ too much.

Why do gaps in service occur?

____________is a convivial aspect of service and refers to the way people act, think, and feel.

____________can result in a higher check as well as exposing the customer to a menu item they might not try otherwise.

Service encounters appear successful because the customer brings high expectations to the encounter.

When asking guests to name their biggest complaint, speed of service and inattentive servers were mentioned most often.

It can be difficult for an employee to generate the same level of enthusiasm for every customer because:

When trying to improve gaps in the service encounter, management must raise customer expectations to a level higher than the service provided.

The first gap in delivering service occurs when_______ perceptions about what customers _are different from_______ .

The following identify service gaps except:

All of the following are feelings associated with waiting except:

Introduction

Understanding the Customer

Developing a Marketing Plan

Promoting the Operation

Pricing and Designing the Menu

The Physical Facility

Food and Beverage: From Supplier to Customer

Kitchen Equipment and Interiors: Selection, Maintenance and Energy Management

Sanitation and Food Safety

Controlling Costs

Employee Selection

Training and Development

Motivating the Employee

Restaurant Manager 2010

Filters

Exam 6: Delivering Quality Service

Employees will produce the service expected by management when:

Describe four of the eight principles of waiting.

Differentiate between the procedural aspects and convivial aspects of service. Give one example of each.

Problems with the restaurant operation have a direct correlation to the percentage of repeat customers.

Identify three of the four gaps that occur when customers are dissatisfied with service. Suggest ways to close these gaps.

_____________occurs when employees feel they cannot satisfy all the demands placed on them by the people - _____________and_____________ - who they are responsible to.

An accommodating policy standard should be implemented to ensure that the procedural dimensions of service are consistent throughout the operation.

The procedural aspects of service consist of:

Service encounters and purchases are considered ____________to the customer and____________to the service provider.

If all for of the service gaps exist, it is best if management begins by closing the____________gap, which can be described as _____________ too much.

Why do gaps in service occur?

____________is a convivial aspect of service and refers to the way people act, think, and feel.

____________can result in a higher check as well as exposing the customer to a menu item they might not try otherwise.

Service encounters appear successful because the customer brings high expectations to the encounter.

When asking guests to name their biggest complaint, speed of service and inattentive servers were mentioned most often.

It can be difficult for an employee to generate the same level of enthusiasm for every customer because:

When trying to improve gaps in the service encounter, management must raise customer expectations to a level higher than the service provided.

The first gap in delivering service occurs when_____________ perceptions about what customers _____________are different from_____________ .

The following identify service gaps except:

All of the following are feelings associated with waiting except:

Introduction

Understanding the Customer

Developing a Marketing Plan

Promoting the Operation

Pricing and Designing the Menu

The Physical Facility

Food and Beverage: From Supplier to Customer

Kitchen Equipment and Interiors: Selection, Maintenance and Energy Management

Sanitation and Food Safety

Controlling Costs

Employee Selection

Training and Development

Motivating the Employee

Restaurant Manager 2010

Filters

_______occurs when employees feel they cannot satisfy all the demands placed on them by the people - _and_______ - who they are responsible to.

Service encounters and purchases are considered to the customer andto the service provider.

If all for of the service gaps exist, it is best if management begins by closing thegap, which can be described as _ too much.

The first gap in delivering service occurs when_______ perceptions about what customers _are different from_______ .