Esther Sokotovych

3.1

3.2

3.3

Drinks

Fast Food

100

What methods are included in primary research?

Focus groups, surveys, and interviews.

100

Name the 5 stages of the guest experience cycle.

Pre-arrival, arrival, occupancy, departure, and post-departure

100

Define empowerment

The ability for a front-line employee to make decisions on behalf of the guest, with support from the management.

100

What is the oldest soda in America?

Dr. Pepper

100

What fast food is known for its square-shaped burgers?

Wendy's

200

Those who have a higher emotional quotient will be more...

... successful in leadership and their careers.

200

When can a moment of truth occur?

Each time exceptional customer service can be made or lost.

200

How can empowerment happen?

It can only happen with trust, training, and support.

200

Where was boba created?

Taiwan

200

Which fast-food restraint is known for its curly fries?

Arby's

300

Name the 5 basic components of emotional intelligence

Self-awareness, self-regulation, social skills, empathy, and motivation

300

What are the expectations of quality guest service?

Past experiences, reputation, ratings, reviews, personal standards or guests, and other things the operation can control.

300

Define service recovery

The process of correcting errors in a guest service experience.

300

What is Mountain Dew used for? (other than drinking)

Helps increase the moisture of baked goods and makes cakes fluffier.

300

What is the signature sauce of McDonald's Big Mac?

Special sauce

400

What are the 5 needs in Maslow's Hierarchy of Needs?

Self-actualization, esteem, love and belonging, safety, physiological

400

What does the cost of error evaluate?

Evaluates how severe the problem is.

400

What is the ultimate goal of service recovery?

Provide a quality guest experience that will lead to repeat business and guest loyalty

400