Bestellungen aufnehmen im Hotelfach: Online-Quiz für Hotelfachleute

Question 1

Was ist die treffendste Beschreibung von Upselling?

Accepted Answer

Kunden dazu bringen, mehr auszugeben, als sie ursprünglich geplant hatten.

Answer

Kunden dazu bringen, zusätzliche Artikel zu kaufen.

Answer

Kunden dazu bringen, Produkte oder Dienstleistungen zu kaufen, die sie nicht brauchen.

Answer

Kunden dazu bringen, Produkte oder Dienstleistungen zurückzugeben.

Question 2

Welche Information ist bei der Aufnahme einer Getränkebestellung nicht erforderlich?

Accepted Answer

Uhrzeit der Bestellung

Answer

Getränkename

Answer

Menge

Answer

Tischnummer

Question 3

Wie reagieren Sie angemessen auf die Sonderwünsche eines Gastes?

Accepted Answer

Fragen Sie den Gast nach weiteren Details zu seinem Wunsch.

Answer

Teilen Sie dem Gast mit, dass Sonderwünsche nicht möglich sind.

Answer

Leiten Sie den Gast an einen Vorgesetzten weiter.

Answer

Ignorieren Sie den Sonderwunsch des Gastes.

Question 4

Welche Aussage zur Verwendung von Bestellblöcken ist falsch?

Accepted Answer

Es ist egal, ob Stift oder Bleistift verwendet wird.

Answer

Bestellungen sollten leserlich geschrieben werden.

Answer

Bestellungen sollten in der richtigen Reihenfolge notiert werden.

Answer

Bestellblöcke sollten sauber und organisiert sein.

Question 5

Welche der folgenden Informationen sind bei der Aufnahme einer Bestellung immer abzufragen?

Accepted Answer

Allergien oder Unverträglichkeiten

Answer

Name des Gastes

Answer

Zimmernummer

Answer

Zahlungsart

Question 6

Welche Formulierung ist eine höfliche Art, einen Gast nach seinen Vorlieben zu fragen?

Accepted Answer

Was haben Sie gerne zu trinken?

Answer

Was möchten Sie trinken?

Answer

Was wollen Sie trinken?

Answer

Was kann ich Ihnen anbieten?

Question 7

Welche Technik wird eingesetzt, um Gäste zu ermutigen, zusätzliche Artikel zu bestellen?

Accepted Answer

Upselling

Answer

Cross-Selling

Answer

Suggestiv-Verkauf

Answer

Preisnachlass

Question 8

Welche Getränkekategorie wird typischerweise vor dem Hauptgericht serviert?

Accepted Answer

Aperitif

Answer

Digestif

Answer

Cocktail

Answer

Likör

Question 9

Welche der folgenden Sprachen ist für die korrekte Aufnahme von Bestellungen in einem deutschen Hotelfachbetrieb angemessen?

Accepted Answer

Deutsch

Answer

Englisch

Answer

Französisch

Answer

Spanisch

Question 10

Welche Aussage beschreibt Upselling korrekt?

Accepted Answer

Eine ethische Möglichkeit, den Umsatz zu steigern, indem Kunden zusätzliche, passende Produkte oder Dienstleistungen angeboten werden

Answer

Kunden dazu zu drängen, mehr zu kaufen, als sie benötigen

Answer

Nur bei teuren Artikeln anwenden

Answer

Negative Auswirkungen auf die Kundenzufriedenheit haben

Question 11

Welches Körpersprachesignal kann darauf hindeuten, dass ein Kunde eine Empfehlung erwartet?

Accepted Answer

Direkter Augenkontakt

Answer

Verschränkte Arme

Answer

Abgewandter Blick

Answer

Häufiges Kopfschütteln

Question 12

Wie sollten Sie auf einen Gast reagieren, der unhöflich oder aggressiv ist?

Accepted Answer

Entschuldigen Sie sich und versuchen Sie, das Problem zu lösen.

Answer

Ignorieren Sie ihn.

Answer

Seien Sie unhöflich zurück.

Answer

Bitten Sie sofort Ihren Manager um Hilfe.

Question 13

Welche Auswirkung von Speisekartenkenntnissen ist für die Zufriedenheit der Gäste am wichtigsten?

Accepted Answer

Erfüllung von Sonderwünschen und Berücksichtigung von Allergien

Answer

Schnelle Bedienung der Gäste

Answer

Erhöhte Wahrscheinlichkeit, dass Gäste ihr Essen genießen

Question 14

When greeting customers in a restaurant, what is the most appropriate salutation?

Accepted Answer

Guten Tag, willkommen in unserem Restaurant.

Answer

Hallo, was möchten Sie bestellen?

Answer

Bitte nehmen Sie Platz.

Answer

Dürfen wir Ihnen behilflich sein?

Question 15

When taking an order, what is the most crucial step?

Accepted Answer

Paying close attention to the customer's requests.

Answer

Writing down the order promptly.

Answer

Repeating the order to the customer.

Answer

Suggesting additional items to increase the order value.

Question 16

Which of the following is a primary goal of upselling?

Accepted Answer

Encouraging customers to purchase premium items.

Answer

Adding a service charge to the bill.

Answer

Recommending complementary dishes after the main course.

Answer

Offering side dishes to accompany the main course.

Question 17

When confirming an order with a customer, what is the preferred approach?

Accepted Answer

So, you would like the steak medium-rare, with mashed potatoes and a side salad. Is that correct?

Answer

One steak medium-rare, mashed potatoes, and salad.

Answer

Steak medium-rare, mashed potatoes, side salad.

Question 18

Which behavior should be avoided when taking orders?

Accepted Answer

Interrupting the customer while they are speaking.

Answer

Maintaining a welcoming facial expression.

Answer

Providing alternative options to the customer.

Answer

Using polite and respectful language.

Question 19

What is the primary function of a guest check?

Accepted Answer

To document the customer's order and payment details.

Answer

To provide the customer with a receipt of their order.

Answer

To inform the kitchen staff about the order.

Question 20

When dealing with a challenging customer, what is the most effective approach?

Accepted Answer

Maintain composure, act professionally, and seek a resolution.

Answer

Engage in a confrontational conversation with the customer.

Answer

Ignore the customer's concerns.

Question 21

When taking orders over the phone, what is of utmost importance?

Accepted Answer

Accurately recording the customer's contact information and order details.

Answer

Offering discounts for online orders.

Answer

Speaking loudly and clearly.

Question 22

To initiate effective order taking, what should be the initial and most important step?

Accepted Answer

Greet the customer warmly and establish rapport

Answer

Inquire about the customer's dietary restrictions

Answer

Promptly take the order without any preamble

Answer

Present the dessert menu immediately

Question 23

In the context of upselling, which strategy is most effective?

Accepted Answer

Suggesting complementary items that enhance the customer's experience

Answer

Promoting all available items regardless of relevance to the customer's order

Answer

Ignoring the customer's preferences and simply listing available options

Answer

Focusing solely on upselling the most expensive dishes

Question 24

When repeating an order back to a customer, what is the primary purpose?

Accepted Answer

To confirm accuracy, build trust, and demonstrate attention to detail

Answer

To intimidate the customer into ordering more

Answer

To give the customer a chance to correct any errors

Answer

To showcase your extensive knowledge of the menu

Question 25

Why is active listening essential when taking an order?

Accepted Answer

To convey empathy, enhance understanding, and build a connection with the customer

Answer

To avoid making mistakes

Answer

To make the customer feel like they are being rushed

Answer

To simply gather the necessary information

Question 26

When faced with an indecisive customer, which approach is most appropriate?

Accepted Answer

Patiently guide them through the menu, offering personalized recommendations to help them make an informed decision

Answer

Suggest the most expensive items to maximize your sales

Answer

Pressure them to make a quick choice

Answer

Ignore them and prioritize other customers

Question 27

In the context of order-taking, what should be the foremost priority?

Accepted Answer

Ensuring the customer's satisfaction and providing a positive dining experience

Answer

Your own convenience and efficiency

Answer

Maximizing your tips

Answer

Adhering strictly to company policies

Question 28

What is the primary goal of suggestive selling?

Accepted Answer

To increase customer satisfaction and boost sales by offering relevant and complementary items

Answer

To increase the number of items on the customer's bill

Answer

To display your knowledge of the menu

Answer

To pressure customers into spending more than they intended

Question 29

When a customer expresses dissatisfaction with their order, what is the most appropriate response?

Accepted Answer

Acknowledge their concern, apologize sincerely, offer to replace the item, and handle the situation calmly and professionally

Answer

Ignore the complaint and hope they forget about it

Answer

Argue with the customer and insist they are wrong

Answer

Offer a small discount to appease them

Question 30

Which skill is indispensable for a successful server?

Accepted Answer

Excellent communication skills that facilitate effective interactions with customers

Answer

Impressive memory for memorizing extensive menus

Answer

Extensive knowledge of wine pairings

Answer

Exceptional physical stamina for carrying heavy trays

Question 31

Welche der folgenden Formulierungen ist die korrekte Art und Weise, eine Getränkebestellung aufzunehmen?

Accepted Answer

Darf ich Ihre Getränkebestellung aufnehmen?

Answer

Was möchten Sie trinken?

Answer

Kann ich Ihnen etwas zu trinken bringen?

Answer

Möchten Sie etwas zu trinken?

Question 32

Welche der folgenden Techniken kann angewendet werden, um den Umsatz durch Upselling zu steigern?

Accepted Answer

Empfehlen Sie passende Beilagen oder Desserts

Answer

Reduzieren Sie die Portionsgrößen

Answer

Bitten Sie Kunden, größere Portionen zu bestellen

Answer

Erhöhen Sie die Preise für einzelne Artikel

Question 33

Welcher der folgenden Schritte ist bei der Bestellung von entscheidender Bedeutung für die Kundenzufriedenheit?

Accepted Answer

Bestellung wiederholen und bestätigen

Answer

Bestellung so schnell wie möglich aufnehmen

Answer

Bestellung nur notieren, ohne sie zu wiederholen

Answer

Kunden unter Druck setzen, sich schnell zu entscheiden

Question 34

Welche der folgenden Informationen sollten in einer Speisenbestellung enthalten sein?

Accepted Answer

Anzahl, Gericht, Garstufe, Beilagen

Answer

Nur Anzahl und Gericht

Answer

Nur Anzahl und Garstufe

Answer

Nur Gericht und Beilagen

Question 35

Welche der folgenden Maßnahmen kann dazu beitragen, Fehler bei der Auftragsaufnahme zu minimieren?

Accepted Answer

Aktives Zuhören und Wiederholen von Bestellungen

Answer

Kunden unter Druck setzen, sich schnell zu entscheiden

Answer

Bestellung nur notieren, ohne zuzuhören

Answer

Bestellungen schnell entgegennehmen

Question 36

Welcher der folgenden Tipps kann dazu beitragen, den Bestellvorgang zu beschleunigen?

Accepted Answer

Kunden eine Auswahl an Speisen anbieten, anstatt sie durch die gesamte Speisekarte gehen zu lassen

Answer

Kunden auffordern, ihre Bestellung per SMS zu senden

Answer

Bestellungen nur von einer Tischseite entgegennehmen

Question 37

Welche der folgenden Maßnahmen kann zur Verbesserung der Bestellgenauigkeit beitragen?

Accepted Answer

Verwendung eines Bestellblocks oder einer elektronischen Bestellplattform

Answer

Bestellung auf einem Zettel notieren

Answer

Bestellung nur im Kopf behalten

Question 38

Welche Methode beschreibt das Anbieten zusätzlicher Produkte oder Dienstleistungen an einen Gast?

Accepted Answer

Upselling

Answer

Recommending

Answer

Downselling

Answer

Cross-Selling

Question 39

Welches Hilfsmittel wird zum Notieren von Bestellungen verwendet?

Accepted Answer

Orderblock

Answer

Kellnerbuch

Answer

Stift

Answer

Speisekarte

Question 40

Wie nennt man die Technik, Bestellungen in der richtigen Reihenfolge an die Küche weiterzuleiten?

Accepted Answer

Sequenzierung

Answer

Organisation

Answer

Priorisierung

Question 41

Welcher Satz ist eine effektive Upselling-Technik?

Accepted Answer

Würden Sie zu Ihrem Hauptgericht noch eine Vorspeise wünschen?

Answer

Möchten Sie lieber etwas anderes bestellen?

Answer

Das ist das einzige, was wir heute anbieten.

Question 42

Wie nennt man die Person, die in einem Restaurant die Bestellungen aufnimmt?

Accepted Answer

Kellner/Kellnerin

Answer

Koch/Köchin

Answer

Barkeeper/Barkeeperin

Question 43

A customer orders a dish that is not available due to a temporary shortage. What is the most professional response?

Accepted Answer

Apologize sincerely, explain the situation, and offer alternative options that are similar to the unavailable dish.

Answer

Tell the customer they should have checked the menu more carefully before ordering.

Answer

Offer a discount on the alternative dish to make up for the unavailability.

Question 44

What is the most effective way to ensure accuracy when taking an order?

Accepted Answer

Repeat the order back to the customer, confirming each item and any special requests, to avoid misunderstandings.

Answer

Ask the customer to repeat their order back to you.

Answer

Write down the order as quickly as possible without repeating it to the customer.

Question 45

A customer asks for a specific type of beer, but you are unsure if you have it. What is the MOST appropriate response?

Accepted Answer

Apologize for the uncertainty and offer to check with the bar staff, returning quickly with a confirmation.

Answer

Tell the customer you don't know and ask them to choose another beer.

Answer

Assume you have the beer and take their order without checking.

Question 46

What action should you take if a customer makes a special request for their food, such as asking for a dish to be prepared without a specific ingredient?

Accepted Answer

Note the request clearly on the order form and communicate it to the kitchen staff to ensure the request is fulfilled.

Answer

Ask the customer to choose a different dish instead of accommodating their request.

Answer

Tell the customer you cannot accommodate their request.

Question 47

When taking an order, which action is inappropriate?

Accepted Answer

Interrupting the customer while they are placing their order.

Answer

Using clear and concise language throughout the order-taking process.

Answer

Maintaining eye contact with the customer to show engagement.

Question 48

What is the primary reason for repeating the order back to the customer after taking it?

Accepted Answer

To eliminate any errors or misunderstandings in the order by verifying it with the customer.

Answer

To demonstrate your exceptional memory and recall abilities.

Answer

To give the customer time to change their mind about their order.

Question 49

After taking an order, you notice a mistake in the order form. What is the best course of action?

Accepted Answer

Correct the mistake immediately and inform the customer about the change to ensure accuracy.

Answer

Ignore the mistake and hope the customer does not notice.

Answer

Wait until the food is prepared and then tell the customer about the mistake.

Question 50

When a customer orders a steak 'medium-rare', what internal temperature in Fahrenheit should it be cooked to?

Accepted Answer

130-140°F

Answer

150-160°F

Answer

110-120°F

Question 51

To effectively repeat a customer's order back to them, it's essential to:

Accepted Answer

Clearly restate their order, including any modifications, and ask for confirmation.

Answer

Simply nod your head and say 'Okay'.

Answer

Write the order down on a notepad and hand it to them.

Question 52

When taking an order for a group of six, the best approach is to:

Accepted Answer

Ask each person individually what they would like to order.

Answer

Ask the group to decide together what they want.

Answer

Take the order from the first person and assume everyone else wants the same.

Question 53

To assist an indecisive customer, it's appropriate to:

Accepted Answer

Offer helpful suggestions based on their preferences and the menu.

Answer

Ask another staff member to take their order.

Answer

Tell them to hurry up and make a decision.

Question 54

If a customer asks for a side of fries that's not on the menu, the recommended action is to:

Accepted Answer

Check with the kitchen if they can prepare fries and inform the customer.

Answer

Suggest an alternative side dish.

Answer

Tell them you can't provide fries.

Question 55

To accurately communicate an order to the kitchen, it's essential to use a:

Accepted Answer

Clear and concise order ticket or POS system.

Answer

Written order on a napkin sent with a runner.

Answer

Verbal order shouted across the restaurant.

Question 56

When a customer orders a drink 'on tap', it indicates that the drink is:

Accepted Answer

Served directly from a keg.

Answer

Served from a can.

Answer

Served from a bottle.

Answer

Served in a special glass.

Question 57

When a customer requests a steak "medium rare," it signifies their preference for a steak cooked to what internal doneness?

Accepted Answer

The inside should be red and juicy but not raw in the middle.

Answer

The inside should be slightly pink and firm.

Answer

The inside should be completely brown and cooked throughout.

Question 58

You are taking an order for a table of two. One guest wishes to order the "fish of the day" and the other prefers the "vegetarian option." To clarify the order, the most appropriate question to ask is:

Accepted Answer

Could you kindly let me know what kind of fish is being served today and what the vegetarian option entails?

Answer

What would you like to drink?

Answer

Do you want the fish or the vegetarian option?

Question 59

A customer orders a "cappuccino." To ensure correct order accuracy, you should ask:

Accepted Answer

Would you prefer it made with milk, cream, or soy milk?

Answer

Would you like to add a piece of cake to your order?

Answer

Okay, I'll get you a cappuccino.

Question 60

What is the most appropriate way to handle a situation where a customer has a special request for a dish?

Accepted Answer

Check with the kitchen to see if it is possible to accommodate the request.

Answer

Tell the customer that it is not possible to make changes to the menu.

Answer

Suggest a different dish that is similar.

Question 61

Which of the following is the best example of using upselling techniques when taking orders?

Accepted Answer

Suggesting the daily soup and a glass of house wine to accompany the main course.

Answer

Recommending a specific dish based on the customer's dietary restrictions.

Answer

Asking if the customer would like to order a dessert.

Question 62

You are taking an order for a customer who is unfamiliar with the menu. What is the most helpful approach?

Accepted Answer

Provide brief descriptions of the dishes and highlight any specials or popular choices.

Answer

Ask the customer to quickly choose something from the menu.

Answer

Suggest the most expensive dish on the menu.

Question 63

When a customer asks for a specific item that is not on the menu, what should you do?

Accepted Answer

Inform the customer that it is not available and suggest alternatives.

Answer

Tell the customer that they can order it, but it will take longer to prepare.

Answer

Offer to make the item for them, even if it is not on the menu.

Question 64

Which of the following is NOT a good practice for taking orders?

Accepted Answer

Interrupting the customer to ask clarifying questions.

Answer

Repeating the order back to the customer for confirmation.

Answer

Asking if the customer would like anything to drink.