Republic of the Philippines

Department of Education
Region IX, Zamboanga Peninsula
SCHOOLS DIVISION OF ZAMBOANGA DEL NORTE
SIRAWAI NATIONAL HIGH SCHOOL-ANNEX (PIACAN)
Piacan, Sirawai, Zamboanga Del Norte

FOOD ANDBEVERAGE SERVICES NC II

Name: ________________________________ Grade level: __________________

I. Directions: Read the statement below and encircle the letter of the correct answer.
1. It is related to all activities pertaining in preparing for service and serving food and beverage services.
A. Food and Beverage Services
B. Housekeeping Industry
C. Bread and Pastry Production
D. Household Services
2. What is the most controlling element in the servicing process of any restaurant type or establishment?
A. Suggestive selling C. Menu
B. Beverages D. Undertake Suggestive Selling
3. Is the act of giving suggestions and ideas to add to the dining guest’s original orders, which is turn leads to
increased sales and a higher level of customer satisfaction.
A. Suggestive Selling C. Beverages
B. Know the product D. Suggestive selling tips
4. What suggestive selling tips that it might happen that the guest you initially suggested something turns
downs the offer?
A. Use descriptive words to describe the dish C. Understand the guests needs
B. Repeat your suggestion to the other guests. D. Use descriptive words to describe the dish
5. Treat each sale differently according to its own situation.
A. Avoid using words describing negativity C. Always be price-sensitive
B. Understand the guest’s needs D. Feel free to suggest things at the proper time
6. Which suggestive selling tips you can make suggestions from each section on the name?
A. Fell free to suggest things at the proper time
B. Understand the guest needs
C. Repeat your suggestions to the other guests
D. Use descriptive words to describe the dish
7. What is the term used to describe the manner and method by which food is served to guest in food service
operations?
A. Customer C. Russian Service
B. Service D. Buffet Service
8. This type of service in which guest select their meal from an attractive arrangement of food on long service
table.
A. Banquet Service Style B. American style C. Buffet Service D. Gueridon Service
9. What types of service that is less formal than French, Russian, or English and is the most prevalent style in
restaurants?
A. American Service C. French Service
B. Russian Service D. Buffet Service
10. The following are guidelines on etiquette except _______.
A. Carry plates and drinks so that your fingers are well away from the food or rim of the glass.
B. Take the time to groom the table before serving each course.
C. Serve the salad plate with an under liner in front of the guest.
D. Position the plate of food in front of the guest as the chef intended.
11. What do you call to a type of service or also know as “in-room-dining”, that enables guests to choose menu
items and have it delivered to their rooms.
A. Room Service B. Hotel Service C. Catering services D. self-service
12. Which of the service departments should work in close collaboration with the room service department to
make sure that the standard of service satisfies the guests’ expectations.
a. kitchen and front office b. restaurant office c. laundry department d. F & B
13. These are tips on the trolley and tray preparation with the exception of one.
A. Wash the trolley or tray.
B. Check all service equipment to make sure that it is clean and undamaged.
C. Check to ensure that the trolleys move properly.
D. Ensure that the necessary condiments are included in the setups.
14. Which of the following will we check before loading the trolley to delivery, EXCEPT?
A. Linen B. Slippers C. Shoes D. water
15. What is the importance of preparing room service items during periods of service?
A. To be fully equipped for quick and efficient service to the rooms.
B. To supervise the food and beverage area.
C. To give welcome drinks upon arrival.
D. Satisfies the customer's appetite.
16. This type of method in which bills are prepared range from handwritten dockets to high tech computerized
system.
A. Leading the way B. Presenting the bill
C. Computerized system D. Room Service
17. Here are some considerations when presenting to bill EXCEPT to:
A. Be alert that guests may want their bill.
B. Do not listen to what the customers say.
C. Do not present the bills until they are asked for.
D. Bills presented at bars should be presented on a plate, folded or in a billfold.
18. Which of the following, we need to look at when it comes to credit card payment methods?
A. the location B. the card’s expiry date
C. the person who’s using the card D. none of the above
19. What consideration must we take into account when presenting the bill?
A. the card’s expiry date B. Do not present the bill until they are asked for
C. that it has been signed D. time the order was take
20. ______________ responsibility to clear away the tray when the guests have finished.
A. front office B. room service C. kitchen D. laundry department
21. What is the first thing to remember when dealing with customer complaints?
a. Do not listen to guest b. Don’t appreciate the customer
c. apologize-but only for the specific complaint d. lose you temper
22. When do customers complain?
a. Provide a satisfactory service b. act quickly, quietly and professionally
c. the customer is not appreciated d. thanking the customer’s
23. These are steps in handling complaints except to:
a. Ask if your understanding is correct b. always offer an apology
c. the customer is not appreciated d. communicate a desire to satisfy
24. Which of the following statements illustrates how a customer's complaint should be assessed?
a. reward staff for excellent customer’s service
b. run your entire business to suit customer
c. politely ask for the issues or concern from the guest
d. Do not offer excuses
25. How will you handle irate customer’s?
a. Argue with customer
b. Blame another member of staff
c. Listen attentively to their complain and summarizing the issue to them afterwards
d. Take it personally
26. What will you do when there is a guest complaint?
a. take proper action on the complaint b. ignore the guest complaint
c. argue with the guest d. don’t bother to entertain
27. Factors are possible solutions to guest problems except to:
a. Relay the problem to your mother b. Re-make the order
c. Re-order new item d. Remove the item from the check
28. Which of the following shows how to take proper action to guest complaint?
a. Try to understand the guest’s point of view
b. ignore the guest and entertain the others
c. lose your temper
d. blame another member of staff or another department
29. Which of the following shows customers satisfaction?
a. They will come back again to b. they will argue with the employee
c. they will never come back d. they don’t bother to deal with your business
30. Identify the type of clients/complaining clients.
a. the know it all b. street vendor
c. street sweeper d. none- of the above