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!
- 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
Questions: 5 | Attempts: 168 | Last updated: Jan 10, 2013
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