True/False
If a guest becomes ill during the meal or is choking, the server should immediately attempt to administer first aid. True or False?
False. If a guest becomes ill during the meal or is choking, the server should notify the manager immediately so that the action
When serving The Talker, the server should
a) Inform the manager if necessary
b) Know menu ingredients, cooking times, preparation method
c) Listen with care
d) Keep busy
d) Keep busy
How should a server react to The Bad Tipper?
Server must provide the same service as for other guests; Double the efforts in providing the best of service
Enthusiasm comes naturally to some people, but for most, it takes a concentrated effort. True or False?
True
When serving a Child guest, the server should:
a) check the child’s order for parent’s approval
b) know menu ingredients, cooking times, preparation method
c)speak louder
d) follow the restaurant policy
a) check the child’s order for parent’s approval
Describe 3 Suggestive Selling techniques
Upselling; Suggesting“related” menu items that “naturally” go with other items; Suggesting new menu items or the “chef’s specialties”; Suggesting items for special occasions
The old guests present a great opportunity for suggestive selling. True or False?
False. Procrastinators present a great opportunity for suggestive selling
Anticipating a guest's needs is done by close observation and is also referred to a) being heads-up; b) reading the need; c)staying connected; d)being guest focused
b) reading the need
Give some examples of suggesting "related" menu items that "naturally" come together.
•Soup or salad with sandwiches
•Cheese on a sandwich
•French Fries with a hamburger
•Vanilla ice cream with apple pie
The guest who might be irritating when telling jokes or asking the server out is called the talker. True or false?
False. The Wise Guy might be irritating when telling jokes or asking the server out
The moments when Suggestive Selling is most appropriate include all BUT:
a) When taking the guest’s order
b) When reading back the order for accuracy
c) When bringing the meal to the table
c)Before finalizing the guest check
c) When bringing the meal to the table
What actions do you need to take to accommodate a blind guest?
Help to seat the guest; Might have a service dog with him/her; If there’s no Braille menu, server might need to read the menu for the customer; Call by name when bringing the meal
For serving properly The Coffee Drinker, the server must make guests feel that they get more than their money’s worth. True or False?
False? When serving the budgeter, the server must make guests feel that they get more than their money’s worth.
The Skeptic can be best characterized by:
a) Requiring a little extra care
b) Being doubtful about the quality of the food
c) Not being able to make up his or her mind
d) Trying to dominate your time
b) Being doubtful about the quality of the food
What are the attributes of server enthusiasm? Name at least 5
Smiles often; always well groomed; walks quickly and has good posture; alert and attentive to guests; friendly, tactful, and tolerant; poised and composed; speaks clearly and distinctly; voice carries conviction with proper inflections; knows what he or she is doing and why