3.1
What methods are included in primary research?
Focus groups, surveys, and interviews.
Name the 5 stages of the guest experience cycle.
Pre-arrival, arrival, occupancy, departure, and post-departure
Define empowerment
The ability for a front-line employee to make decisions on behalf of the guest, with support from the management.
What is the oldest soda in America?
Dr. Pepper
What fast food is known for its square-shaped burgers?
Wendy's
Those who have a higher emotional quotient will be more...
... successful in leadership and their careers.
When can a moment of truth occur?
Each time exceptional customer service can be made or lost.
How can empowerment happen?
It can only happen with trust, training, and support.
Where was boba created?
Taiwan
Which fast-food restraint is known for its curly fries?
Arby's
Name the 5 basic components of emotional intelligence
Self-awareness, self-regulation, social skills, empathy, and motivation
What are the expectations of quality guest service?
Past experiences, reputation, ratings, reviews, personal standards or guests, and other things the operation can control.
Define service recovery
The process of correcting errors in a guest service experience.
What is Mountain Dew used for? (other than drinking)
Helps increase the moisture of baked goods and makes cakes fluffier.
What is the signature sauce of McDonald's Big Mac?
Special sauce
What are the 5 needs in Maslow's Hierarchy of Needs?
Self-actualization, esteem, love and belonging, safety, physiological
What does the cost of error evaluate?
Evaluates how severe the problem is.
What is the ultimate goal of service recovery?
Provide a quality guest experience that will lead to repeat business and guest loyalty
Most popular drink in the world
Water
What is the signature pizza of Domino's Pizza?
Pepperoni Pizza
When was the phrase "emotional intelligence" first used?
1964
How can "cost reduction" be beneficial to the use of guest service?
It helps reduce labor costs and in needs of employees.
What does HEARD stand for?
H-hear
E-empathize
A-apologize
R-resolve
D-diagnose
#1 selling soda
Coca-cola
What place offers the Blizzard dessert?
Dairy Queen