2014 Npo Online Test

No person under the age of 18 may sell or serve alcoholic beverages.

• True

• False

A guest with a high tolerance can still be legally intoxicated even if a stand attendant sees no visible signs of impairment.

• True

• False

Refilling a guest's cup is allowed _________________.

• Sometimes

• Never

• Only if they are not showing any signs of impairment

• Only if you know them

What are stand attendants legally expected to do for responsible alcohol service?

• Prevent people from drinking alcohol as much as possible.

• Make a reasonable effort to prevent alcohol-related problems.

• Only intervene if the associate works in an area that serves alcohol.

• There is no legal expectation for associates.

Yellow stripes on the ground in a concession stand indicate what?

• It is a dangerous traffic area, and no passing is allowed.

• Special equipment is near, such as an electrical panel, and nothing should block that area.

• It is the designated area for nacho chip boxes, which need to be stored 6" off the ground.

How should each transaction start?

• Shouting "Next!!!!".

• Welcoming them by saying hello.

• Greeting them with "Welcome to Lambeau Field. How may I help you?"

• Stating "I'm closed. Go to the other cashier."

Items that are overcooked, dropped on the ground, or left over at the end of the event are __________?

• Counted as gratis.

• Given to the opposing team for their flight home.

• Considered spoilage and need to be verified by your supervisor.

• Put in the freezer for the warehouse to collect.

If you don't have a photo ID available when you check in on game day, you will not be allowed into the stadium.

• True

• False

If a guest has a complaint about a food or beverage item, what steps need to be taken?

• Listen to the guest to understand the problem.

• Apologize for the inconvenience.

• Solve the issue, and replace the item with a fresh or similar item.

• Find the source of the problem to fix it and prevent other complaints.

• Thank the guest for bringing the problem to our attention.

• All five options.

Guests can speed up the rate at which their bodies eliminate alcohol by drinking 64 oz of water in 30 minutes.

• True

• False

Which of the following responses would NOT be appropriate for stand attendants to use with guests?

• Accuse the guest of being intoxicated and threaten ejection from the facility.

• Offer non-alcoholic beverages or food for a guest showing signs of impairment.

• Ask other members of the guest’s party to help keep the guest safe and keep the guest from drinking any more alcohol.

• Approach the guest with a pleasant, positive attitude at all times.

• Start a conversation with an underage guest attempting to buy or drink alcohol to explain the policy of the facility and the state law.

Items such as soda cups, beer cups, and paper boats can be given away if a guest should ask for one?

• True

• False

During your break, you are allowed to watch the game in the seating bowl.

• True

• False

When refusing to serve a guest, a stand attendant should:

• (1) State the policy, "I am sorry, I am no longer legally able to serve you".

• (2) Give clear reasons and not judge the guest.

• (3) Call for backup if needed.

• (4) Inform the guest that they are intoxicated and threaten ejection for not cooperating.

• 1, 2, and 3 only.

If there is a cash or inventory shortage, who is responsible?

• Shortages are only deducted if they are greater than 1% of the sales.

• The cashier who had the biggest shortage.

• The shortage will be deducted from the group's commission.

• Don't call it a shortage. It's a vertical monetary challenge.

Coworkers, management, and the Packers are what type of guest?

• External

• Internal

• House

• Temporary

Are NPO groups allowed to accept tips?

• No

• Yes, and we get to turn on the flashing lights, bells, whistles, and sirens.

• Yes, and we thank the guest politely and put it in a non-charge cup, out of view of the guests.

• Yes, and we can place it in our register drawer or pockets.

What time do volunteers need to report to the stadium for home games?

• 4 hours before gates open to the public

• No later than kickoff

• 4 hours before kickoff

• 0400J (That's 4am local time for you non military folks)

If you have doubts if an ID is valid, what should you NOT do?

• Ask a coworker or manager to help verify.

• Refuse alcohol service.

• Check the ID in a WE ID book.

• Serve the guest, but get a copy of the ID.

How long would it typically take a guest to process the alcohol in a 12oz beer?

• 12 minutes

• One hour

• Two hours

• Three hours

Tolerance has the following effect on intoxication:

• High tolerance causes intoxication faster

• High tolerance causes intoxication slower

• Tolerance has no effect on intoxication

• Low tolerance causes intoxication faster

• Low tolerance causes intoxication slower

What are 3 parts of a great guest experience?

• Arrive to work.

• Offering at least one additional item.

• Serving the guest 4 beers per ID.

• Repeat the order to insure the accuracy.

• Thanking the guest and offering a fond farewell.

• Listening to your iPod, and not paying attention to the guests.

When do you need to wash your hands?  Select all that apply.

• After using the restroom or coming back from break.

• After touching your hair, face or body.

• After taking out the garbage.

• After handling money.

• After sneezing, coughing or using a tissue.

• After handling chemicals that might affect food safety.

• Before putting on disposable gloves.

The Wisconsin driver’s license number “J525-7225-2831-01” indicates that the holder of that license:

• Was born in 1957.

• Is a male.

• Is a female.

• Is 5' 7" tall.

If a guest forgets their credit card at your location, who can the card be given to? Select all that apply.

• The spouse or friend as long as they know the full name and the credit card number.

• A supervisor or manager who will turn it into the cashroom.

• The guest who lost it, and only if they have a government issued photo ID with the matching name on it.

• The next person in line.

What food or beverage items, if any, are allowed to leave the building at the end of the event?

• Leftover hot dogs, brats, pizza, and hamburgers that were cooked, but not sold.

• Your game day meal you did not get to eat during the game.

• Non-chargable food items left over, such as popcorn, hot dog buns, or nacho cheese.

• Items purchased that you have a valid receipt for.

• No food or beverage items are allowed to leave the building.

Which of the following is NOT one of the 4 Key Elements of Service Delivery?

• Greeting

• Being prepared for work

• Using the guest's name

• Product knowledge

• Thanking

All stand attendants need to do the following during the National Anthem? Select all that apply.

• Stop all service until the anthem is complete.

• Turn off the lights and remove their hat.

• Sing along while continuing to help the next guest.

• Refill the popcorn machine.

If your concession stand has a hood system or steam vent, what must you do?  Select all that apply.

• Turn on the fans before any cooking begins.

• Turn the fans on only once you open the shutters

• Turn the fans off before the last person leaves.

• Wait for Packers maintenance crew before you do anything.

Thank you for completing the 2014 Lambeau Field NPO Training Test.  Please make sure you print and sign ALL of the sign off sheets.  All sheets  are located on greenbaysportservice.com.  Please provide us your feedback in the section below.  If you did not list your group name at the beginning of this test, please enter it here.