Customer Service Quiz Review | 179 Questions with 100% Correct Answers
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Course
Customer Service
Institution
Capella University
What is meant by high-quality customer service? - Consistently exceeding customer's expectations for products and services received as well as the level of personal attention provided during the delivery. Creating profit for the operation is the first goal of high-quality customer service. What is ...
customer service quiz review | 179 questions with 100 correct answers
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Capella University
Customer Service
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Customer Service Quiz Review | 179
Questions with 100% Correct Answers
What is meant by high-quality customer service? Correct Answer: Consistently exceeding
customer's expectations for products and services received as well as the level of personal
attention provided during the delivery.
Creating profit for the operation is the first goal of high-quality customer service. What is the
second goal? Correct Answer: Create value for the customer
What refers to a set of standards, processes, and tasks that work together in an organized way to
achieve an end result? Correct Answer: System
A manager's requirement that a guest be greeted either orally or with a minimum of eye contact
and a warm smile within one minute of arrival is an example of which aspect of customer
service? Correct Answer: Standard
What is the difference between commercial and noncommercial food service operations? Correct
Answer: Commercial is open to the public and seeks profit; noncommercial is cost effective and
open to a specific audience.
What refers to companies that primarily earn revenue by providing products and intangible
services? Correct Answer: Service industry
What segment of the foodservice industry is characterized by limited menus, fast service, and
modest prices? Correct Answer: Quick-service restaurants
what new trends in producing quick-service food-available where large numbers of potential
customers gather-are increasing in sales numbers? Correct Answer: Food trucks and portable
carts
Which food service segment is currently the fastest growing? Correct Answer: Fast casual
What is the reason for the increase in sales of the fastest growing segment? Correct Answer:
Excellent value for flavor, service and quality
In which segment would a national chain (or local independent) Italian restaurant that features
pizza and pasta with salad and crusty bread, an extensive beer and wine menu, host, servers,
bartender, and check backs during multi course meal be classified? Correct Answer: Casual
How does fine dining differ from other segments? Correct Answer: Complexity and quality of
product offerings, ambiance, and service levels
, What refers to the feeling or mood created by an environment and service levels? Correct
Answer: Ambiance
What is the difference between service received in a fine dining restaurant and a casual one?
Correct Answer: Server's knowledge of food and beverage and level of attention
What three distinct items do customers purchase from a restaurant or foodservice regardless of
segment? Correct Answer: Products, service, and dining experience
Why must the foodservice operation meet or exceed guest service expectations? Correct Answer:
If service does not measure up, the experience will be negative
What exists when everyone in a restaurant or foodservice establishment considers him or herself
to be in the high-quality customer service business first then the food and beverage business
second? Correct Answer: Customer service culture
What is the first step in the five management functions? Correct Answer: Planning
Which key management function involves arranging available resources in a way to best achieve
goals? Correct Answer: Organizing
Which key management function relates to leadership and involves influencing and inspiring
others to do their very best work? Correct Answer: Directing
Is is possible for training to reduce costs? Correct Answer: Yes; errors are reduced
What refers to management's efforts to monitor performance and take corrective actions as
needed? Correct Answer: Controlling
How do back-of-the-house staff interactions with servers affect service? Correct Answer:
Positive interaction directly reflects ways in which servers interact with guests
What refers to any episode in which a customer comes into contact with any aspect of the
organization and gets an impression of the quality of its service? Correct Answer: Moment of
truth
What helps customers be more forgiving of minor mistakes and feel comfortable about providing
feedback? Correct Answer: Creating positive moments of truth
How will employees be able to meet standards that provide positive moments of truth? Correct
Answer: Management develops and conducts training and assessment
In the input-output relationship, what is the role of the server who places the guest order with the
kitchen? Correct Answer: Internal customer
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