STH 451 TEST 1_60 QUESTIONS WITH VERIFIED
ANSWERS
Yes; because costly errors are reduced - CORRECT ANSWER Is it possible for
training to reduce costs?
Ambience - CORRECT ANSWER What refers to the feeling or mood created by an
environment and service levels?
System - CORRECT ANSWER What refers to a set of standards, processes, and
tasks that work together in an organized way to achieve an end result?
If service does not measure up, negative word of mouth results - CORRECT
ANSWER Why must the foodservice operation meet or exceed guest service
expectations?
Fast casual - CORRECT ANSWER Which food service segment is currently the
fastest growing?
Organizing - CORRECT ANSWER Which key management function involves
arranging available resources in a way to best achieve goals?
Consistently exceeding customers' expectations for products and services
delivered - CORRECT ANSWER What is the clearest definition of high-quality
customer service?
, Food trucks and portable carts - CORRECT ANSWER What new trends in quick-
service food are being made available where large numbers of potential
customers gather in public areas?
Positive interaction directly influences how servers interact with guests - CORRECT
ANSWER How do back-of-the-house staff interactions with FOH servers affect
service?
Directing - CORRECT ANSWER Which key management function relates to
leadership and involves influencing and inspiring others to do their very best
work?
Complexity and quality of product offerings, ambience, and service levels -
CORRECT ANSWER How does fine dining differ from other segments?
Server's knowledge of food and beverage and level of attention - CORRECT
ANSWER What is the difference between service received by customers in a fine
dining restaurant and a casual one?
Excellent value for flavor, service, and quality - CORRECT ANSWER What is the
reason for the increase in sales of the fastest growing segment?
Turnover will be lower, as higher satisfaction of guests reduces employee stress -
CORRECT ANSWER What impact would a high-quality customer service culture
have on employee turnover?
ANSWERS
Yes; because costly errors are reduced - CORRECT ANSWER Is it possible for
training to reduce costs?
Ambience - CORRECT ANSWER What refers to the feeling or mood created by an
environment and service levels?
System - CORRECT ANSWER What refers to a set of standards, processes, and
tasks that work together in an organized way to achieve an end result?
If service does not measure up, negative word of mouth results - CORRECT
ANSWER Why must the foodservice operation meet or exceed guest service
expectations?
Fast casual - CORRECT ANSWER Which food service segment is currently the
fastest growing?
Organizing - CORRECT ANSWER Which key management function involves
arranging available resources in a way to best achieve goals?
Consistently exceeding customers' expectations for products and services
delivered - CORRECT ANSWER What is the clearest definition of high-quality
customer service?
, Food trucks and portable carts - CORRECT ANSWER What new trends in quick-
service food are being made available where large numbers of potential
customers gather in public areas?
Positive interaction directly influences how servers interact with guests - CORRECT
ANSWER How do back-of-the-house staff interactions with FOH servers affect
service?
Directing - CORRECT ANSWER Which key management function relates to
leadership and involves influencing and inspiring others to do their very best
work?
Complexity and quality of product offerings, ambience, and service levels -
CORRECT ANSWER How does fine dining differ from other segments?
Server's knowledge of food and beverage and level of attention - CORRECT
ANSWER What is the difference between service received by customers in a fine
dining restaurant and a casual one?
Excellent value for flavor, service, and quality - CORRECT ANSWER What is the
reason for the increase in sales of the fastest growing segment?
Turnover will be lower, as higher satisfaction of guests reduces employee stress -
CORRECT ANSWER What impact would a high-quality customer service culture
have on employee turnover?
