plugin-HB_267_Quiz_8_sp10_answers

plugin-HB_267_Quiz_8_sp10_answers - HB 267 ANSWERS are in...

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HB 267 Quiz #8 ANSWERS are in Boldface Type ANSWERS 1. When management considers standardizing customer service by applying elements of soft technology, the best example would be: a. Changing menus b. Installing self-ordering terminals at every table c. Installing a new back of the house computer system d. Creating a customer relationship database based on information acquired from carryout orders. 2. Incremental flow of service refers to: a. The number of tables a server has in a section b. The number of tables a server waits on during a shift c. Slowdowns or bottlenecks that occur when a part of the service system is overloaded d. How far a server must walk to get to the kitchen 3. Measuring customer satisfaction is one of the most difficult things to do for restaurant management. One of the best direct measures is to measure the percentage of repeat customers. a. True b. False 4. The two most common complaints by customers in table service restaurants are: a. Smoking and cell phone use
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This note was uploaded on 10/25/2010 for the course HB 267 taught by Professor Na during the Spring '08 term at Michigan State University.

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plugin-HB_267_Quiz_8_sp10_answers - HB 267 ANSWERS are in...

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