Recipe For Service Book Quiz

20 Questions | Total Attempts: 125

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Recipe For Service Book Quiz

Recipe for service is a book which is written by Tony Johnson. Let'a take this quiz and learn more about this book!


Questions and Answers
  • 1. 
    What statement best describes Chick-fil-A's Creating Raving Fans® Strategy?
    • A. 

      A strategy to Build Sales and Profits Across America

    • B. 

      A strategy to Build Relationships to Build the Business

    • C. 

      A strategy to Build America’s Biggest Quick-Service Chicken Chain

    • D. 

      Both b and c

  • 2. 
    How do we create Raving Fans?
    • A. 

      By Executing with Operational Excellence, Delivering 2nd Mile Service and Creating Emotional Connections

    • B. 

      By doing what all of the other restaurant chains are doing

    • C. 

      By saying a genuine You’re Welcome when customers say Thank you

    • D. 

      By doing what the customer expects

  • 3. 
    What is true about Raving Fans?
    • A. 

      They pay full price

    • B. 

      The come more often

    • C. 

      They tell us and others about Chick-fil-A

    • D. 

      All of the above

  • 4. 
    To execute with Operational Excellence, we must meet the Quality Requirements, All Day, Every Day in what areas?
    • A. 

      Taste of Food

    • B. 

      Spped of Service

    • C. 

      Cleanliness of Restaurant

    • D. 

      Attentive and Courteous Team Members

    • E. 

      All of the above

  • 5. 
    What is 2nd Mile Service?
    • A. 

      Providing service that is not quite above and beyond what customers expect

    • B. 

      Going above and beyond customers' expectations

    • C. 

      Giving service that achieves Operational Excellence

    • D. 

      Providing the level of service that customers have come to expect at quick-service restaurants

  • 6. 
    All guests with high needs must be helped to their table. This category of guests includes which of the following?
    • A. 

      Parents with small children

    • B. 

      Guests with disabilities

    • C. 

      The Elderly

    • D. 

      All of the above

    • E. 

      None of the above

  • 7. 
    Chick-fil-A’s Recipe for Service = __________.
    • A. 

      Operational Excellence + 2nd Mile Service

    • B. 

      Taste of Food + Refreshing Beverages + People

    • C. 

      Attentive and Courteous Team Members: The Core 4 + 2nd Mile Service Behaviors

    • D. 

      Clearing Tables + My Pleasure

  • 8. 
    What is a "Mood Meter"?
    • A. 

      An instrument attached to the register that indicates what mood a customer is in

    • B. 

      An aid used to turn the subjective art of reading a customer into an objective measurement using a scale from 1 – 10

    • C. 

      A 3-step process used before work to help ensure team members are in a good mood

    • D. 

      Chick-fil-A’s customer recovery system, also known as L.A.S.T.

  • 9. 
    What should a team member do if a customer is a 2 on the “Mood Meter”?
    • A. 

      Respond about two levels higher

    • B. 

      Get their supervisor or Operator

    • C. 

      Not use the term My Pleasure

    • D. 

      Respond at a level 10

  • 10. 
    What is The Core 4?
    • A. 

      Orientation, Vision & Values, Safety & Security and one other Brain Food module

    • B. 

      Create Eye Contact, Share a Smile, Speak with an Enthusiastic Tone, Stay Connected to Make It Personal

    • C. 

      Food, People, Cows, Influence

    • D. 

      All of the above

    • E. 

      None of the above

  • 11. 
    What should The Core 4 be used?
    • A. 

      Whenever team members are in front of customers – at the Front Counter, in the Drive-Thru, Dining Room and parking lot, carrying an order in the mall

    • B. 

      When customers are a 5 or below on the “Mood Meter”

    • C. 

      Only in the Dining Room

    • D. 

      Both b and c

  • 12. 
    It is not necessary for a smile to be genuine as long as customers cannot tell the difference.
    • A. 

      True

    • B. 

      False

  • 13. 
    Speaking with an enthusiastic tone includes using language of hospitality (e.g. My Pleasure, Certainly, I’d be delighted to).
    • A. 

      True

    • B. 

      False

  • 14. 
    Which statements demonstrate ways to stay connected to make it personal while filling a customer’s order?
    • A. 

      I see by your hat you’re a Patriots fan

    • B. 

      Is it still cold outside?

    • C. 

      Do you come to Chick-fil-A often?

    • D. 

      How old is your baby?

    • E. 

      All of the above

  • 15. 
    It is important to Stay Connected to Make It Personal without impeding speed of service. The key is to be more hospitable versus transactional.
    • A. 

      True

    • B. 

      False

  • 16. 
    Which 2nd Mile Service Behavior is a requirement?
    • A. 

      Carry trays to the table

    • B. 

      Check in with guest in the dining room

    • C. 

      Carry large orders to car

    • D. 

      All of the above

    • E. 

      None of the above

  • 17. 
    It is important to ask a guest, Do you want to carry this large order to your car or do you want me to do it?
    • A. 

      True

    • B. 

      False

  • 18. 
    Which statement is most appropriate?
    • A. 

      May I clear your trash for you?

    • B. 

      May I clear your tray for you?

    • C. 

      Let me get that stuff off the table.

    • D. 

      Grab your drinks. I’ll get the paper waste out of the way.

  • 19. 
    It is important for customers to be the first to create eye contact.
    • A. 

      True

    • B. 

      False

  • 20. 
    It is important to determine a customer’s mood before using Chick-fil-A’s Recipe for Service.
    • A. 

      True

    • B. 

      False

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