Free BARTENDER Customer Service and Sales Questions and Answers 1 — Questions and Answers
Question 1: A customer orders a "gin and tonic." Which of the following responses is the best example of effective upselling?
- "Do you want to make that a double?"
- "Coming right up with our house gin."
- "Certainly. We're featuring a local botanical gin that's excellent, or would you prefer a classic like Hendrick's?" (Correct answer)
- "Do you want to use a top-shelf gin?"
Correct answer: "Certainly. We're featuring a local botanical gin that's excellent, or would you prefer a classic like Hendrick's?"
Effective upselling provides specific, appealing suggestions that enhance the customer's experience. Offering a choice between a unique local option and a familiar premium brand is informative and persuasive without being pushy or vague.
Question 2: A guest tells you, "I'm not sure what I want, but I'd like something refreshing." What is the most effective first question to ask to help guide them to a drink they will enjoy?
- "Should I just surprise you?"
- "What kind of spirits do you typically enjoy, like vodka, rum, or gin?" (Correct answer)
- "How much are you looking to spend on a drink?"
- "Do you prefer shaken or stirred cocktails?"
Correct answer: "What kind of spirits do you typically enjoy, like vodka, rum, or gin?"
The most critical piece of information for a recommendation is the customer's preferred base spirit. This allows the bartender to narrow down the possibilities and suggest specific cocktails (like a Tom Collins for gin, a Moscow Mule for vodka, etc.) that fit the "refreshing" criteria.
Question 3: A customer politely says their cocktail doesn't taste right. Which of the following is the most professional and service-oriented initial response?
- "Let me get my manager to speak with you."
- "That's our standard recipe, most people like it."
- "I'm very sorry to hear that. Let me take this and make you a fresh one right away." (Correct answer)
- "What's wrong with it? I made it correctly."
Correct answer: "I'm very sorry to hear that. Let me take this and make you a fresh one right away."
The best approach is to immediately apologize, validate the customer's concern, and offer a swift solution. This demonstrates excellent customer service by taking ownership of the problem and prioritizing the guest's satisfaction without being defensive.
Question 4: Which of the following actions is LEAST effective for building rapport and encouraging repeat business with customers at your bar?
- Remembering a regular's name and usual drink order.
- Making eye contact and smiling when taking an order.
- Engaging in a brief, friendly conversation about a neutral topic.
- Focusing only on speed and getting drinks out as fast as possible without conversation. (Correct answer)
Correct answer: Focusing only on speed and getting drinks out as fast as possible without conversation.
While speed is important, focusing on it exclusively at the expense of any personal interaction makes the experience feel transactional, not hospitable. Building rapport through acknowledgment, remembering details, and friendly conversation is key to making guests feel valued and encouraging them to return.
Question 5: When a customer wishes to open a bar tab, what is the primary business reason for pre-authorizing their credit card?
- To verify the card is valid and has available credit, protecting the establishment from unpaid bills. (Correct answer)
- To keep the card safe behind the bar so the customer doesn't lose it.
- To automatically add a standard gratuity to the final bill.
- To store the customer's name for personalized service.
Correct answer: To verify the card is valid and has available credit, protecting the establishment from unpaid bills.
A pre-authorization places a temporary hold on funds to confirm the card is active and has a sufficient balance to cover potential charges. This is a crucial step to prevent financial loss for the bar from customers who might leave without paying their tab.
Question 6: A server takes a food order from a table and also asks, "Can I get you a bottle of Pinot Noir to go with your steaks, or perhaps a local IPA for the burgers?" This sales strategy is a classic example of:
- Inventory reduction
- Suggestive selling (Correct answer)
- Discounting
- Customer recovery
Correct answer: Suggestive selling
Suggestive selling involves recommending specific items that complement a customer's existing order to enhance their experience and increase the check size. By suggesting specific wine and beer pairings, the server is actively guiding the customer's choice in a helpful way.
