Name__________________________ Score_______________

Grade & Section__________________ Date______________

Instructions: Read each situational question carefully. Choose the best answer from the given
choices (A, B, C, or D) and write your answer clearly. Each question has only one correct
answer. Encircle your answer.

1. A guest tells you that their food is too salty. What should you do?

A. Apologize and offer to replace the dish. B. Argue that it was prepared correctly.

C. Suggest they add water to dilute the taste. C. Walk away and ignore the complaint.

2. A customer drops their spoon accidentally. What is the appropriate action?

A. Ask them to clean it themselves. B. Ignore the situation.

C. Pick it up and give it back. D. Provide a new, clean spoon immediately.

3. A guest asks for a vegetarian option. What should you do?

A. Pretend you didn’t hear the request. B. Recommend meat dishes.

C. Say there are no options. D. Suggest the best vegetarian dishes on the menu.

4. A guest seems unhappy with their table location. What should you do?

A. Ask if they would like to be moved to another available table.

B. Ask them to pay extra to move.

C. Ignore them and continue with your tasks.

D. Tell them all seats are the same.

5. A large group of guests arrives unexpectedly. What’s the best course of action?

A. Panic and run to the kitchen. B. Tell them there’s no room without checking.

C. Politely ask them to wait while checking D. Tell them to come back another time.

availability.
6. A guest orders a steak "medium rare" but receives it well done. What should you do?

A. Apologize and replace it with the correct order. B. Blame the chef.

C. Offer them a discount without fixing the steak. D. Tell the guest to eat it anyway.

7. A child spills their drink all over the table. What do you do?

A. Ask the parent to clean it. B. Calmly clean the spill and replace the drink.

C. Get angry at the child. D. Ignore the mess.

8. A guest wants to know the ingredients of a dish due to allergies. What should you do?

A. Guess what the ingredients are. B. Tell them you don’t know.

C. Check with the kitchen and give accurate information. D. Say the dish has no allergens

even if you’re unsure.

9. A guest complains about slow service during a busy time. What should you do?

A. Blame other staff. B. Apologize and reassure them that their order is on the way.

C. Tell them to be patient. D. Ignore their complaint.

10. A customer accidentally knocks over a glass and it shatters. How do you respond?

A. Scold the customer. B. Leave the glass on the floor.

C. Apologize and clean up the broken glass immediately. D. Tell the customer to pay for the

glass.

11. A couple is celebrating their anniversary. What can you do to enhance their experience?

A. Ignore them. B. Offer them a free dessert or special greeting.

C. Rush their service. D. Give them the bill early.

12. A regular customer walks in. What should you do?

A. Greet them warmly and remember their preferences. B. Treat them like any other customer.

C. Ask them for ID. D. Ignore them because you’re busy.

13. A guest requests to speak with the manager. What is your response?

A. Say the manager is not available. B. Ask why they want to talk.

C. Notify the manager promptly. D. Tell them you can handle everything.

14. A customer asks for the Wi-Fi password. What should you do?

A. Give it politely if it's allowed. B. Tell them to use their own data.

C. Say you don’t know. D. Ignore their request.

15. A guest is unsure about what to order. What can you do to assist?

A. Recommend popular items. B. Wait silently until they decide.

C. Tell them to hurry. D. Leave and return later.

16. A customer says the soup is cold. What is the proper response?

A. Heat the soup again or replace it. B. Say that’s how it’s served.

C. Offer them a spoon. D. Walk away.

17. A customer brings outside food. What should you do?

A. Ask them to put it away or explain the policy politely. B. Join them in eating it.

C. Ignore them. D. Tell them to leave immediately.

18. A customer forgot their wallet. How do you handle the situation?

A. Call the police. B. Allow them to return later with payment, based on policy.

C. Keep their ID. D. Scold them.

19. A guest complains the music is too loud. What’s the best action?

A. Lower the volume slightly if possible. B. Tell them you like it loud.

C. Ignore them. D. Turn it off completely.

20. A customer is celebrating a birthday. What can you offer?

A. A smile and a birthday greeting. B. Nothing, it's not your business.

C. A free appetizer, if allowed. D. Both A and C.

21. A guest asks for the wine list, but you are not familiar with the wines available. What should
you do?
A. Guess and recommend the most expensive wine
B. Politely admit your uncertainty and offer to ask a colleague or supervisor
C. Change the subject and offer beer instead
D. Apologize and walk away

22. A customer has been waiting for their order for 30 minutes and seems upset. What is the best
action?
A. Blame the kitchen staff
B. Ignore them and wait for the food to be ready
C. Approach them politely, apologize, and provide an update
D. Tell them to be patient

23. You accidentally spilled water on a guest’s table. What should you do first?
A. Blame the guest
B. Laugh to ease the situation
C. Immediately apologize and clean up the mess
D. Walk away and pretend nothing happened

24. A family with young children is seated at your station. What is the best approach?
A. Offer the kids a complimentary drink or activity sheet
B. Ignore the children and talk only to the parents
C. Tell the kids to behave properly
D. Speak loudly to get their attention

25. A guest tells you they are allergic to peanuts. What should you do?
A. Recommend dishes that “probably” don’t contain peanuts
B. Ignore the allergy warning
C. Check with the kitchen or manager for allergen-safe options
D. Offer them dessert instead

26. You see a customer drop a utensil on the floor. What should you do?
A. Pretend not to notice
B. Wait until they ask for a new one
C. Promptly offer a clean replacement
D. Ask another staff member to handle it

27. A guest requests a seat with more privacy. How should you respond?
A. Say all seats are the same and ignore the request
B. Ask the manager if a different table is available
C. Tell them to wait until others leave
D. Offer a different table with more privacy if available
28. A guest complains that their steak is overcooked. What is the best response?
A. Tell them it’s cooked as ordered
B. Argue that the chef knows best
C. Apologize and offer to replace the dish
D. Suggest they eat it anyway

29. Your coworker is having difficulty with too many tables. What should you do?
A. Offer to help if you're available
B. Watch and do nothing
C. Inform the manager and leave it at that
D. Avoid your coworker until the shift ends

30. A customer smells strongly of alcohol and is causing a scene. What is the appropriate action?
A. Serve them more alcohol to calm them
B. Ignore the behavior
C. Politely stop serving alcohol and alert the manager
D. Tell them to leave immediately

31. A regular customer arrives and seems upset today. What should you do?
A. Leave them alone completely
B. Make small talk to cheer them up if appropriate
C. Ask directly why they're upset
D. Avoid eye contact

32. A guest is in a hurry and wants their food served quickly. What should you do?
A. Tell them to wait like everyone else
B. Suggest quick-serve menu items and alert the kitchen
C. Ignore the request
D. Apologize but continue service at normal speed

33. A guest wants to split the bill between four people. What is your best action?
A. Tell them it’s too complicated
B. Ask the cashier to handle it
C. Confirm and divide the bill accordingly
D. Suggest

34. A guest at your table seems unsatisfied with their meal and is starting to frown. What should

you do first?
A. Apologize immediately and offer a free dessert
B. Ignore the guest until they complain
C. Politely ask if everything is alright with their meal
D. Ask your coworker to handle the situation
35. During peak hours, a customer is rushing you to take their order while you're attending to

another table. What is the most professional response?

A. Ask them to be patient and wait for their turn
B. Politely acknowledge them and promise to assist shortly
C. Tell them they are being rude
D. Let the other table wait and take their order first

36. A guest has a food allergy and asks if a dish contains peanuts. You are unsure. What is the
best course of action?
A. Guess based on the ingredients you remember
B. Say no to avoid losing a customer
C. Check with the kitchen or manager to confirm
D. Recommend a different dish without explaining why

37. A customer complains their steak is overcooked. How should you respond?
A. Apologize and offer to replace it immediately
B. Tell them that’s how it’s usually served
C. Suggest adding sauce to make it better
D. Ignore their complaint and walk away

38. A customer who has been waiting for a long time is visibly upset. How do you handle the
situation?
A. Explain the delay and offer a complimentary drink
B. Pretend not to notice them
C. Blame the kitchen staff
D. Tell them to wait like everyone else

39. You accidentally spill water on a guest’s table. What is the appropriate response?
A. Quickly walk away
B. Apologize sincerely and clean up the spill
C. Blame the glass for being slippery
D. Ask another staff member to handle it

40. You see a coworker being rude to a customer. What should you do?
A. Report the behavior to your supervisor
B. Join in to support your coworker
C. Ignore the situation
D. Take over the customer and apologize for the behavior
41. A guest asks for a recommendation. What should you do?
A. Suggest your personal favorite dish
B. Recommend the most expensive item
C. Ask about their preferences first
D. Tell them to check the menu

42. A customer wants to customize their order. How do you respond?

A. Tell them it’s not allowed
B. Check with the kitchen if it’s possible
C. Say yes without confirming
D. Suggest they order something else

43. A family with children is seated in your section. What should you do to ensure good service?
A. Ignore the children
B. Offer kid-friendly options and be patient
C. Serve the adults only
D. Rush through their order to avoid a mess

44. While serving soup, you accidentally serve it too cold. What should you do?
A. Pretend it’s supposed to be cold
B. Apologize and reheat or replace it
C. Offer ice to make it colder
D. Ignore the complaint

45. A customer tells you it's their anniversary. What should you do?
A. Offer congratulations and inform your supervisor
B. Do nothing
C. Ask for proof
D. Tell them you’re too busy

46. You’re double-booked on tables. What should you do?

A. Complain loudly
B. Stay calm and prioritize tasks
C. Leave one table unattended
D. Blame the host
47. A guest wants a menu item that is no longer available. How should you respond?
A. Apologize and offer alternatives
B. Say it’s not your problem
C. Walk away
D. Suggest they come back tomorrow

48. A customer is yelling because their order is wrong. What is the best way to handle this?
A. Stay calm and resolve the issue professionally
B. Yell back
C. Ignore them
D. Ask security to remove them immediately

49. A couple is on a romantic date. What kind of service should you provide?
A. Rushed and efficient
B. Personalized and attentive without being intrusive
C. Minimal conversation
D. Loud and entertaining

50. A customer leaves without paying. What should you do?

A. Inform the manager or security
B. Chase after them
C. Ignore it
D. Ask other guests to pay