飯店情景英語試題及答案姓名：____________________

一、多項選擇題（每題2分，共10題）

1.Whenacustomerentersarestaurant,whichofthefollowingisanappropriategreeting?

A.Goodevening,welcometoourrestaurant.

B.Howwasyourday?

C.MayItakeyourorderrightaway?

D.Excuseme,whereistherestroom?

2.Whichofthefollowingisacommonphraseusedwhenacustomerrequestsatable?

A.Followme,please.

B.Thisway,please.

C.Areyoureadytobeseated?

D.Howmanyinyourparty?

3.Whatisanappropriatewaytoinformacustomerthattheirtableisready?

A.Yourtableisreadynow,pleasecomewithme.

B.Justamoment,wearepreparingyourtable.

C.Followmetoyourtable,please.

D.Yourtablewillbereadyshortly,pleasewaithere.

4.Whichofthefollowingisanappropriatewaytotakeanorderfromacustomer?

A.Whatwouldyouliketoorder,sir/ma'am?

B.Wouldyoulikeamenu,ordoyouknowwhatyouwant?

C.Howwouldyoulikeyoursteakprepared?

D.Areyoureadytoorder,ordoyouneedsometime?

5.Whenacustomerhasaspecialdietaryrequest,whatshouldaserverdo?

A.Inquireaboutthespecificdietaryrestrictions.

B.Explaintheavailableoptions.

C.Apologizefortheinconvenience.

D.Ignoretherequestandproceedwiththeorder.

6.Whichofthefollowingphrasesisusedwhenacustomerasksforarefillofabeverage?

A.Iwillgetthatforyourightaway.

B.IsthereanythingelseIcangetforyou?

C.Yourdrinkisonitsway.

D.Pleaseasksomeoneelseforyourrefill.

7.Howshouldaserverrespondwhenacustomerpaysthebill?

A.Thankyouforyourpayment.

B.Wouldyouliketoleaveatip?

C.Doyouhaveadiscountcard?

D.IsthereanythingelseIcanhelpyouwith?

8.Whichofthefollowingisanappropriatewaytoapologizetoacustomerforamistake?

A.Iapologizefortheinconvenience.

B.Pleaseletmeknowifthere'sanythingelseIcando.

C.It'snotourfault,butwe'regladtomakeitright.

D.Thankyouforbringingthistoourattention.

9.Whenacustomerleavestherestaurant,whichofthefollowingisanappropriatefarewell?

A.Goodevening,thankyouforcoming.

B.Pleasecomebackagainsoon.

C.Enjoyyourmealathome.

D.IsthereanythingIcandoforyoubeforeyouleave?

10.Whichofthefollowingisagoodpracticeforserverswhentheyarenotbusy?

A.Catchuponhousekeepingtasks.

B.Reviewthemenuandlearnaboutnewdishes.

C.Greetnewcustomersastheyentertherestaurant.

D.Sitatthebarandrelax.

二、判斷題（每題2分，共10題）

1.Itisacceptabletointerruptacustomerwhoisinthemiddleoforderingtotakeanorderfromanothertable.()

2.Itisappropriatetostarttakingordersfromatableassoonasthecustomerssitdown.()

3.Aservershouldneverapologizeforamistakemadebythekitchenstaff.()

4.Itisacceptabletoignoreacustomer'srequestforaspecialdietbecauseitistoodifficulttoaccommodate.()

5.Itisimportanttomakeeyecontactwithcustomerstoshowthatyouareattentiveandinterestedintheirneeds.()

6.Aservershouldautomaticallyadda15%gratuitytothebillforapartyofsixormore.()

7.Itisacceptabletoaskacustomeriftheywouldliketoseethedessertmenubeforetheyfinishtheirmaincourse.()

8.Aservershouldneveraskacustomeriftheywouldlikecoffeeorteaunlesstheyspecificallyaskforit.()

9.Itisappropriatetotakeaphonecallinthemiddleofservingatable.()

10.Aservershouldalwaystrytomemorizethenamesofalltheirregularcustomers.()

三、簡答題（每題5分，共4題）

1.Whatarethreekeyelementsofeffectivecommunicationwithcustomersinarestaurantsetting?

2.Howshouldaserverhandleasituationwhereacustomerisupsetwiththeirmeal?

3.Whatarethestepsaservershouldfollowwhentakinganorderfromatable?

4.Explaintheimportanceofmaintainingacleanandorganizedworkareaforaserver.

四、論述題（每題10分，共2題）

1.Discusstheroleofcustomerserviceinthesuccessofarestaurant.Howcanserverscontributetoapositivediningexperience?

2.Analyzetheimportanceofteamworkinarestaurantenvironment.Provideexamplesofhowserverscanworktogethertoprovideexcellentservicetocustomers.

五、單項選擇題（每題2分，共10題）

1.Whatisthemostappropriatewaytoaddressacustomerofunknowngender?

A.Sir

B.Ma'am

C.Miss

D.Guest

2.Whenacustomerrequestsaspecifictypeofsauce,howshouldaserverrespond?

A."I'msorry,wedon'thavethatsauce."

B."Certainly,I'llgetthatforyou."

C."Letmecheckwiththekitchen."

D."Weonlyhaveketchup."

3.Ifacustomersaystheyhaveafoodallergy,whatshouldaserverdofirst?

A.Ignoretheallergyandservethemealasusual.

B.Askthecustomertodescribetheirallergy.

C.Offeramenuthatdoesnotcontaintheallergen.

D.Suggestthecustomergosomewhereelsetoeat.

4.Whatisthecorrectwaytogreetagroupofcustomerswhenseatingthem?

A."Welcometoourrestaurant,followme."

B."Goodevening,howmanyinyourparty?"

C."I'llbewithyoushortly,pleasetakeaseat."

D."Let'sgetyouseatedquickly."

5.Whenacustomerasksforadiscount,whatshouldaserverdo?

A."Absolutely,letmecheckwiththemanager."

B."Wedon'tofferdiscounts,butwecangiveyouacomplementarydessert."

C."I'msorry,wedon'thaveanypromotionstoday."

D."LetmeseeifIcanfindawaytomakeitworkforyou."

6.Howshouldaserverhandleasituationwhereatableisnotreadyyet?

A."Iapologize,thetablewillbereadyshortly."

B."That'sfine,youcantakeaseatintheloungearea."

C."Idon'tknowwhenthetablewillbeready,butI'llkeepyouupdated."

D."Letmetakeyourordernow,andI'llnotifyyouwhenthetableisready."

7.Whatistheappropriateactiontotakeifacustomerspillstheirdrink?

A."I'msorryaboutthat,letmecleanitup."

B."That'sokay,ithappenssometimes."

C."Idon'tthinkweshouldofferyouacomplimentarydrink."

D."It'snobigdeal,justwipeitupyourself."

8.Whenacustomerleavestherestaurantwithoutpaying,whatshouldaserverdo?

A."Pleasewaitamoment,I'llgetthatforyou."

B."I'llfollowyououtandmakesureyou'vepaid."

C."It'snotmyresponsibility,themanagershouldhandleit."

D."I'msorry,butthere'snothingIcando."

9.Whatisthecorrectwaytoaskacustomeriftheywouldliketoseeadessertmenu?

A."Wouldyouliketoseeourdessertmenu?"

B."Doyouwantanythingsweettofinishyourmeal?"

C."Icanbringyouadessertmenuifyou'dlike."

D."Wehaveaselectionofdesserts,areyouinterested?"

10.Howshouldaserverhandleacustomerwhoisleavingtherestaurantwithouttipping?

A."Thankyouforyourbusiness,Ihopeyoucomebacksoon."

B."It'snotabigdeal,butIwouldappreciateatip."

C."I'msorryyoudidn'tenjoyyourmeal,Ihopewecanserveyoubetternexttime."

D."That'sfine,somepeopledon'ttip,andthat'stheirchoice."

試卷答案如下

一、多項選擇題

1.A.Goodevening,welcometoourrestaurant.

2.B.Thisway,please.

3.A.Yourtableisreadynow,pleasecomewithme.

4.A.Whatwouldyouliketoorder,sir/ma'am?

5.A.Inquireaboutthespecificdietaryrestrictions.

6.A.Iwillgetthatforyourightaway.

7.A.Thankyouforyourpayment.

8.A.Iapologizefortheinconvenience.

9.B.Goodevening,thankyouforcoming.

10.C.Followme,please.

二、判斷題

1.×

2.×

3.×

4.×

5.√

6.×

7.√

8.×

9.×

10.√

三、簡答題

1.Threekeyelementsofeffectivecommunicationare:clearandpoliteinteraction,activelistening,andadaptingtothecustomer'sneedsandpreferences.

2.Whenacustomerisupsetwiththeirmeal,aservershouldapologi