Small Chat
Is saying, "Good morning" an appropriate greeting to a customer?
Yes, saying "Good morning" is appropriate.
Which farewell is the most professional:
A) Later, gator!
B) Byeeee!
C) Bye, have a great day!
C) Bye, have a great day!
When you approach a customer to deliver a beverage, what facial expression is most appropriate?
A) A friendly smile.
B) A frown if you are sad.
C) Rolling your eyes.
A) A friendly smile.
You accidentally make the wrong beverage. What should you do?
A) Drink it quickly.
B) Serve it anyway.
C) Tell an adult and remake it correctly.
C) Tell an adult and remake it correctly.
Which greeting would you use for your friend or supervisor?
Good morning, Mr./Mrs./Ms. _____. How are you today?
Hi, ___ How's it going?
Yes, asking questions or making comments about the weather is appropriate.
You did not hear the customer's order clearly. What should you say?
A) What?! I can't hear you.
B) Speak up.
C) Could you repeat that?
C) Could you repeat that?
What should you do with your eyes while speaking briefly with a customer?
Use eye contact. Look or glance at their eyes or their forehead when talking to them.
What should you say when delivering a customer's drink?
A) "Take it."
B)"Here is your drink. Enjoy!"
C) "You like this stuff?! Gross."
B)"Here is your drink. Enjoy!"
Is asking, "How are you?" appropriate when greeting a customer?
Yes, asking someone how they are doing is appropriate and expected.
A customer asks for tea, but you need to know whether they want it hot or iced. What should you say?
A) Would you like that hot or iced?
B) I can't read your mind. Hot or iced?
C) Don't say anything. If it's hot outside, make it iced and if it's cold outside, make it hot.
A) Would you like that hot or iced?
After placing a beverage in front of a customer, which nonverbal behavior is appropriate?
A) Turn away immediately.
B)Smile and make eye contact.
C) Stare silently at the customer.
B)Smile and make eye contact.
After delivering the correct drink, what is a good customer-service response?
A) "Don't ask for anything else."
B) "Next time, order something different."
C) "Thanks for your order."
C) "Thanks for your order."
Is it appropriate to say, "What up?!" and pat the customer on the back when greeting them?
No, saying, "What up?" is very casual and not professional. Do not touch customers unless you are shaking hands.
What should you do before making a customer's beverage?
A) Touch the inside of the cup.
B) Wash your hands.
C) Avoid touching the inside of the cup.
D) Answers B and C are correct.
D) Answers B and C are correct.
You should wash your hands before making drinks and after you touch something dirty such as your face, money, door handles...
Avoid touching the inside of the cup.
While waiting for a customer to finish speaking, what should you do with your body?
A) Face the customer and listen.
B) Look around the room at the students.
C) Turn away and start walking.
A) Face the customer and listen.
A customer greets you first and says, “How are you?” What is a good response?
A) "Here's your drink."
B) "I'm great, thanks. How are you?"
C) "Terrible, I woke up late. I didn't eat breakfast. I couldn't find my socks."
B) "I'm great, thanks. How are you?"
What do you do if you do not know how to pronounce the customer's name?
Ask another employee, supervisor, teacher how to pronounce it before approaching the customer.
Avoid using the name.
Ask the customer how to pronounce their name. (Remember for next time.)
Before making a drink, what should you check?
A) Your phone in case you missed a call or text message.
B) The customer's order.
C) The time to see if class is over.
B) Check the customer's order. Is their drink hot or iced? Do they want something added to their drink (for example a special creamer)?
What do you do if you walk through the door with someone following behind you?
A) Nothing, keep walking.
B) Hold the door open for people coming behind you.
C) Look behind you and keep walking.
B) Hold the door open for people coming behind you.
The customer gives you money for a tip. What should you say?
A) "Is that all?"
B) "The last teacher gave us more than that."
C) "Thank you so much!"
C) "Thank you so much!"