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Signed Off - Food and Beverages11 - q3 - m4 - Provide Food and Beverages Services To Guests - v3
Signed Off - Food and Beverages11 - q3 - m4 - Provide Food and Beverages Services To Guests - v3
Signed Off - Food and Beverages11 - q3 - m4 - Provide Food and Beverages Services To Guests - v3
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COVER PAGE i
COPYRIGHT PAGE ii
TABLE OF CONTENTS iii
TITLE PAGE v
Introduction 1
Pre – Test 2
Types of Service 4
Enrichment Activity 6
Generalization 7
Application 7
Introduction 9
Service 10
Enrichment Activity 10
Generalization 10
Application 11
Activity 2 11
Introduction 13
Table Setting Procedures 14
Enrichment Activity 15
Generalization 15
Application 15
Introduction 31
Signs of Intoxication in Bars 31
Enrichment Activity 33
Generalization 33
Application 33
Assessment 35
Reference 38
Senior High School
Introduction:
Hello again dear learners, do you have any idea on what to learn today? Are
you excited to learn new lesson? Well then, I will give you a hint by completing this
tag line “ . . . . are always right”…Yes you made it! If you’re thinking of
CUSTOMER, then you are correct! Dealing a customer is like working new
acquaintances. It is challenging yet fullfilling. So, what are yo waiting for? START
LEARNING NOW!
This module contains the lesson in good guest service to customers in all
kinds of business. This will give the learners an idea on how to deal with customers
in order to build trust, loyalty and satisfaction of the services they have
experienced. Also, this will give the learners a knowledge on how to communicate
effectively in order to avoid problems and challenges. It also teaches them the
value of work by planning a good customer service.
This module is Provide food and beverage service to guest. It consists of
the following Learning Competency:
1
What I Know
Directions: Read the following test items below. Select the correct answer
from the given choices. Write the letter of your answer in your notebook.
1. It means viewing the customer as the most important part of your job.
A. Good customer service approach
B. Customer friendly approach
C. Good customer relation approach
D. Customer – Boss approach
2. The customers want to know about products and services but in a pertinent and
time- sensitive manner.
A. friendliness
B. information
C. control
D. empathy
3. “Wear your best ……..” in greeting the customers.
A. dress
B. make-up
C. smile
D. hat
4. What are the two critical qualities to “customer friendly approach”?
A. greetings & smile
B. customer – boss
C. skills & attitude
D. communication & relationship
5. It results to customer’s dissatisfaction, lack of returning customers and dwindling
business.
A. Poor customer service
B. Poor Customer friendly approach
C. Poor customer relation
D. Customer – Boss approach
6. The way a business relates to its customers, clientele and patrons.
A. Service
B. Customer relations
C. Customer service
D. Customers
7. It means taking an extra step to help without being asked.
A. Good service
B. Good customer relations
2
C. Good customer service
D. Good customers
8. It means providing a quality product or service that satisfies the needs and wants
of a customer and keeps them coming back.
A. Service
B. Customer relation
C. Customer service
D. Customers
9. They are the people who need our help, assistance and care of their needs.
A. Service
B. Customer relations
C. Customer service
D. Customers
10. It is not only limited to or an exchange of monies for goods or services; it should
provide the customer with happiness and satisfactions.
A. Service
B. Customer relations
C. Customer service
D. Customers
What’s In
What’s New
“There is only one boss, and whether a person shines shoes for a living or heads
up the biggest corporation in the world, the boss remains the same. It is the
customer! The customer is the person who pays everyone’s salary and who
decides whether a business is going to succeed or fail. In fact, the customer can
fire everybody in the company!
Type of Service
1. Waiter service
More commonly known as sit-down service, a waiter takes care of everything
from taking orders to serving food and payment.
Benefits
Challenges
• Requires skilled service staff because the waiter has to remember orders, service
protocols and serve promptly.
• More prone to mistakes as miscommunication with the kitchen can lead to wrong
orders being served to guests.
Benefits
Challenges
4
• Requires a big number of skilled staff because different tables have to be served at the
same time.
• Coordination with the kitchen is key as all the food has to be served fresh at the same
time.
3. Buffet service
Benefits
Challenges
• Last minute special requests can be challenging because of time and resource
constraints.
• This service can make diners feel alienated as waiters only clear plates and have little
interactions with them.
4. Self-service
Benefits
5
Challenges
• Diners expect quick service so food must either be prepared promptly or pre-prepared.
Rush hours can be tiring and stressful because there may be queues.
5. Semi-self service
Similar to self-service, diners order and
pay for their orders at the counter but their
food is served to them when ready.
Benefits
• Waiters only need to stay at the counter
to take orders and receive payment.
• Services have an easier time delivering
orders because diners are identified via a
number system.
Challenges
• Food has to be prepared promptly as
quick service is expected.
• Rush hours can be tiring and even more challenging when a long line forms and guests
expect quick service.
With all the different types of service available, finding the right one for your restaurant
can create a more enjoyable experience for your diners. Here are 4 common types of
restaurants and the types of matching services:
What’s More
Activity 1 – Read the question carefully. Write your answer on your notebook.
1. In a buffet service, guests can choose their food from a wider selection made
available on the buffet line. What type of service that Guests get food from a
buffet line and waiters move around to clear tables and help guests with minor
requests.
A. Simple Buffet
B. Station-type
C. Modified deluxe buffet
D. Deluxe buffet
6
2. More commonly known as sit-down service, a waiter takes care of everything
from taking orders to serving food and payment.
A. Buffet Service
B. Waiter Service
C. Self Service
D. Chinese banquet
3. In a buffet service, guests can choose their food from a wider selection made
available on the buffet line. What type of service that Waiters serve appetizers,
soup and/or salads and beverages. Guests take the other dishes from the
buffet line.
A. Simple Buffet
B. Station-type
C. Modified deluxe buffet
D. Deluxe buffet
4. In a buffet service, guests can choose their food from a wider selection made
available on the buffet line. What type of service that tables are set with cutlery;
waiters serve the beverages, coffee and dessert while guests get the other
dishes from the buffet line.
A. Simple Buffet
B. Station-type
C. Modified deluxe buffet
D. Deluxe buffet
5. What type of service does high end restaurant offer?
A. Buffet Service
B. Waiter Service
C. Self Service
D. Chinese banquet
In this lesson there are benefit and challenges in every type of service that we
offer to our restaurant. It is important that we have to know what type of restaurant we
have so that we can properly manage our services.
What I Can Do
Demonstrate food service – Scenario: A Chinese family is dining in your restaurant. They
have ordered complete food course. How will you serve the soup after the appetizer?
Criteria 5 4 3 2 1
7
Food is served
according to
general
services
Food is
handles based
on food safety
procedures.
Tables are
cleared and
soiled dishes
prepared to be
brought for
dishwashing.
Number of
guest to be
serve are
monitored.
Total Score/20
8
Lesson
FBS: Assist the Diners
2
What’s In
What’s New
-It is imperative that food service establishments strive to make all guests feel
welcome and comfortable. Serving guest with the special needs such as children and
persons with disabilities is just as important
What is It
9
establishments strive to make all guests feel welcome and comfortable. Serving guest
with the special needs such as children and persons with disabilities is just as important
Changing Ashtrays
Customers Falling
Sometimes there are unfortunate situation such as customers getting ill while being
serve in the restaurant.If this occurs ,servers and persons in authority should take
immediate action.
-As soon as it is noticed that a guests is not feeling well while in the restaurant, a
person in authority either the captain waiter or restaurant manager should immediately be
informed.
What’s More
Question: If a customer is a regular customer and smoking in what area of the restaurant will
you seat him/her and what is the best thing to offer him first except from water?
• In this lesson there are Offer and serve additional food and beverage at the
appropriate time.
• Provide necessary condiments and appropriate tableware based on the food
order.
What I Can Do
10
TRUE OR FALSE: Read the statement below. Write T if the statement is correct and F if
the statement is incorrect.
True or False: Read the statement below; write T if the statement is correct and F if the
statement is incorrect.
_______ 3. Guests with limited mobility should be placed in any access of washrooms, and exits.
_______ 4. If the customer has children, ask if they need a high chair.
_______ 5. If the customer has left, make sure that the area is clean.
Additional Activity
Activity 2 - A Banquet
Your sister Shane will celebrate her 18th birthday. Your mother planned to
hold a party in your garden. As a senior high school student taking TVL-Food and
Beverage Services, you were tasked by your mother to manage the set-up of the
tables for banquet service during the said party. You want to make the occasion
successful so you decided to ask help from your classmates who also have
knowledge and skills in catering service.
12
Lesson
FBS: Perform Banquet or
3
Catering Food Service
What I Need to Know
What’s In
What’s New
What is it
What is it
13
Table Setting Procedures
After the completion of meal, the table should be cleared as per standard
since guests may remain seated for entertainment after dinner.
14
What’s More
TRUE OR FALSE: Read the statement below. Write T if the statement is correct and F if
the statement is incorrect.
__________3. Guest with limited mobility should be placed with easy access of
washrooms, exits, and fire exits.
__________4. If the customer has children, ask whether a booster seat or high chair
needed.
What I Can Do
A Banquet
Your sister Shane will celebrate her 18th birthday. Your mother planned to
hold a party in your garden. As a senior high school student taking TVL-Food and
Beverage Services, you were tasked by your mother to manage the set-up of the
tables for banquet service during the said party. You want to make the occasion
successful so you decided to ask help from your classmates who also have
knowledge and skills in catering service.
16
Lesson
FBS: Serve Beverage Orders
4
What’s In
What’s New
Beverages are liquid formulations prepared for human consumption which have
thirst-quenching, refreshing, stimulating and nourishing qualities. Some beverage
replenishes the body’s fluids loss due to perspiration. They also provide nutrients like
mineral salts and vitamins. For example, milk is a source of calcium and citrus fruit-based
drinks have vitamin C. Most beverages supply energy in the form of sugar or alcohol.
Generally, people drink to quench thirst, enjoy social meeting, to propose a toast, or just
to enjoy the taste of the beverage.
17
What is It
Glassware
It is known to have 24% lead crystal, and also known as flint glass this glassware
is known for its brilliance and clarity, but it is expensive. For that reason, it is best suited
to fine-dining establishments.
Handling Glassware
18
Standard Sizes and Shapes
Types of Glassware
A beer mug takes its shape from the traditional German beer stein or tankard
made of pewter, silver, wood, porcelain, earthenware or glass; sometimes with a hinged
lid and levered thumb lift.
Flute Glass
A flute glass is the preferred serving vessel for Belgian lambics and fruit beers,
and sometimes champagne. The narrow shape helps maintain carbonation while
providing a strong aromatic front. Flute glasses display the lively carbonation, sparkling
color, and soft lacing of this distinct style of beverage
Goblet or Chalice
Chalices and goblets are large, stemmed, bowl-shaped glasses adequate for
serving heavy Belgian ales, German bocks and other big sipping beers. The distinction
between goblet and chalice is typically in the glass thickness. Goblets tend to be more
delicate and thin, while the chalice is heavy and thick walled.
Snifters
Typically used for serving brandy and cognac, a snifter is ideal for capturing the
volatiles of aromatic beers such as Belgian ales, India pale ales, Barley wines, and
wheat wines. The shape helps trap the volatiles while allowing swirling to agitate them
and produce an intense aroma.
Cocktail Glass
Glasses for red wine are characterized by their rounder, wider bowl which gives
the wine a chance to breathe. Since most reds are meant to be consumed at room
temperature, the wider bowl also allows the wine to cool more quickly after hand contact
has warmed it. Red wine glasses can have particular styles of their own, such as:
19
• Bordeaux Glass: Tall with a wide bowl, and is designed for full bodied red wines like
Cabernet and Merlot as it directs wine to the back of the mouth.
• Burgundy glass: Larger than the Bordeaux glass, it has a larger bowl to accumulate
aromas of more delicate red wines such as Pinot Noir. This style of glass directs wine
to the tip of the tongue.
White Wine Glass
The reduced surface area of the glass as compared to red wine glasses
•
means less air circulating around the glass which warms the wine.
• The smaller bowl of the glass means less contact between the hand and
the glass. Body heat does not transfer as easily or as fast as the wine.
Champagne Flutes
Champagne flutes are characterized by a long stem with a tall, narrow bowl on
top. The shape is designed to keep sparkling wine attractive and inviting during its
consumption. The glass is designed to be held by the stem to help prevent the heat from
the hand up the champagne. The bowl itself is designed in a manner to help retain the
signature carbonation in the beverage.
The champagne flute achieves by reducing the surface area at the opening of the
bowl. Champagne flutes are often used at formal engagements such as award
ceremonies and weddings.
Sherry Glass
A sherry glass is a beverage ware generally used for serving aromatic alcoholic
beverages, such as sherry, port, aperitifs and liqueurs, and layered shooters. An ISO-
standard sized sherry glass is 120 ml. The copita with its aroma-enhancing narrow taper
is a type of sherry glass.
Coupette Glass
A modified version of the cocktail glass which is used for serving drinks. The rim
of the glass is coated in either sugar or salt or any other condiments. This is used for
more exotic drinks such as margaritas.
The Old-Fashioned glass, rocks glass, or lowball, is a short tumbler used for
serving liquor “on the rocks” which means over ice, or cocktails having few ingredients. It
is named after the old fashioned cocktail, traditionally served in such a glass. A white
Russian s traditionally served in the Old Fashioned Glass.
20
A beer glass is used to serve beer, sometimes also known as Pilsner. The
German glass generally holds 500 milliliters with room for foam or head. It is much taller
than a pint glass. It is very narrow at the bottom and slightly wider at the top. In other
countries such as Belgium, the glass may hold 250 ml or 330 ml. The tall glass provides
room for the often thick, fluffy heads produced by the style which traps aromas and is
visually pleasing.
Pitcher
This larger container usually has a handle and a lip or spout for pouring the
contents into several glasses which is available in glass or plastic. Pitchers are generally
used for serving beer from a beer keg or draft beer.
Yard Glass
A yard or yard glass is a very tall glass used for drinking beer; a yard or yard of
ale also refers to the quantity of the beer held by such a glass. The glass is
approximately one-yard-long and holds two imperial pints (1.14 liters) of liquid. The glass
is shaped with a bulb at the bottom, and a widening shaft which constitutes most of the
height. Because of the glass is so long ad in any case does not usually have a stable flat
base, it is hung on the wall when not in use.
Coffee Mug
A coffee mug is a smaller version of the beer mug. It is made of thick heavy
glass and used for coffee.
A uniquely shaped glass with a handle that is used to serve any hot beverage
such as Spanish coffee, Irish coffee, or cocoa.
Highball GlassA highball glass, a glass tumbler, contains 8 to 12 fluid ounces (240 to
350 ml) and is used to serve highball cocktails and other mixed drinks. A highball glass is
taller than an Old Fashioned glass, and shorter and wider that a Collins glass.
What’s More
21
What I Have Learned
What I Can Do
22
Lesson
Process Payments and
5
Receipts
What’s In
Below are ways in presenting a bill to the guest. Number the items in chronological
order. Use numbers 1 to 5.
___________ Wait for signs that guests may want their bill.
___________ Place the bill front of the host on a small plate from the right.
___________ Don’t make unnecessary delay while they are kept waiting for you to
collect the payment.
23
What’s New
The methods by which bills are prepared and processed range from handwritten
dockets to highly computerized systems. The two purposes of a guest’s bill are to inform
the guest of the amount to be paid (giving details of what is charged for) and to act as a
control system for establishment.
Guest’s bill may be presented at the table, at the bar, or at a cashier’s desk. Wherever
it is presented, the bill should be kept up to date at all times. The bill should be kept ready
for presentation as soon as the guest requires it. This may not always be possible,
particularly when beverages are being served right up to the time of the guests’ departure.
What is It
Before presenting the check, look it over to make sure all items ordered and served
have been included and charged to the guest’s bill correctly.
Common payment methods include cash, credit cards. The Electronic Funds Transfer
at Point of Sale (EFTPOS) system, vouchers and charge accounts. Be familiar with the
procedures for these various methods of payment and know which methods of payment
are acceptable to the establishment.
24
• In handling cash, make sure you count the change twice, and make sure no bills
dropped as you take the change back to the table.
• Return the check and change on either a tip tray or booklet, along with the
receipt.
• Do not pick up tips while guests are still in the restaurant, unless handed to you
by the guest or you are summoned by the guest.
What’s More
In preparing and processing bills accurately should coordinate with the cashier,
verify amount due with the customer, accept cash and non-cash payments and issue
receipts and give required change to the guests or customers
What I Can Do
Bill Please
26
Lesson
Conclude Food Service and
6
Close Down Dining Area
• Remove soiled dishes when guest are finished with the meal
• Handle food scraps in accordance with hygiene regulations and enterprises
procedures
• Clean and store equipment in accordance with hygiene regulations and Clear and
reset tables and make ready for the next setting when a guest is finished with the
meal
• Thank and give a warm farewell to guests
• Turn of electrical equipment when appropriate
What’s In
Before presenting the check what are the details you should look into?
What’s New
When clearing the table between courses, remove all flatware from the plates,
and place it to the side of the tray, never stack plates on top of food. Cover the tray with
a service towel before carrying the tray through the dining room to the kitchen. Remove
the tray as soon as the table is cleared.
What is It
Closing Procedures
Prerequisites
~Do not extinguish or dim any lights until all customers have left the
27
building.
~Do not close the last register until after scheduled closing and all
customers have exited the store.
~Always answer the phone, even when it rings after closing.
~Always leave in pairs when closing the store.
~Never exit through the rear of a store.
~Ensure all parking lots and exits have adequate lighting and that all
bulbs are lit and functioning.
Tasks – 1 Hour Prior To Closing
~Restock and recovery.
~Assign closing and cleaning duties.
~Lock any non-essential perimeter doors.
~Clean and restock restrooms.
~Return all non-defective returned merchandise to stock.
-This should not be done by the cashier who processed the actual
refund.
~Move all defective returned merchandise to the back room for
processing.
~Clear the aisles of any merchandise, pallets, freight, carts, etc.
Tasks – At Closing Time
~Walk the floor and restroom for any remaining customers.
~Retrieve all shopping carts from outside and inside the store and place
in front of store (inside).
~Bring all products from sidewalks and outside selling areas into the
store.
~Lock all perimeter doors, including main entrance and exit doors. The
exit door should remain locked, with a supervisor or other responsible
employee remaining at the door and letting customers out and relocking
the door after each exit. Departing employees should also be observed,
ensuring that no unpaid merchandise is carried out.
~Dust the floors and mop when necessary.
~Close and count down all cash registers.
-Cash should be counted away from registers so that it will not be
visible to customers remaining in the store or who might be able to view
the activity from outside the store through windows.
~Settle all credit card machines (if applicable work with Head Office).
~Generate a detailed batch listing (if applicable work with Head Office).
~Settle the machine (transmit the batch – if applicable work with Head
Office).
28
~Place the detail tape, settlement report and tills in the safe.
-Place tills in a safe over night and leaving register draws open will
better protect the point of sale terminals in the event of a break in
because burglars will invariably break into a register.
-All tills should be balance, with paperwork, immediately following each cashier’s shift
so that any discrepancies can be investigated promptly, with the day’s events fresh in the
cashier’s mind. The countdown of money should be witnessed and formally
acknowledged by a manager. The cashier should not know how much money should be
in the drawer. The manager should obtain that data from the POS program for use in
determining the amount the cashier is over or short. If the over/ short is exceeds a
designated threshold (no more than $1.00), the cashier should be required to provide a
written statement as to what possibly could have caused the variance.
~Empty all trash receptacles and place the trash bags near the back
door (or receiving door) for removal to the dumpster the following
morning. This will deter the theft of product via the trash for later
removal from the dumpster, and preclude the need to exit the rear of the
store during hours of darkness (a heightened risk of robbery is present
at that time).
~Shut off overhead music.
~Shut down any working displays.
~Seasonal Items – unplug any seasonal lights that could cause an
electrical fire.
~Shut off any televisions.
~Ensure radios are turned off and placed in cradles.
~Leave closing notes for opening manager and include daily totals,
merchandising info and any employee updates.
~Double check all perimeter doors.
~Perform a security bag/coat check.
~Shut down all Eagle and computer programs.
~Properly shut down all computers.
~Go through the Non Negotiable Standards form and make sure
everything is checked off for the closing procedures.
~Turn off the air conditioning system.
~Turn off all lights.
~Activate burglar alarm system and know the duress code.
~Exit the front of the store and lock the doors. Ideally, all closing
personnel should leave together, but as a minimum or two people
should leave together when the store is locked for the night.
~Double check that the door is securely locked.
29
What’s More
Below is a list of ways in removing this different items in the table. Number the
items in chronological order. Use number 1 to 5.
In removing soiled dishes when guest are finished with the meal you should
handle food scraps in accordance with hygiene regulations and enterprises procedures
always clean and store equipment in accordance with hygiene regulations and reset
tables to be ready for the next setting when a guest.
What I Can Do
List down the sequence in closing down of restaurant if you are the assigned waiter.
30
Lesson
Manage Intoxicated Persons
7
What’s In
What’s New
What is It
You must know the laws in your area, monitor your staff members, and execute
good judgment to serve your clientele and your community safely.
• Do not cut anyone off in front of others. The manager should invite the person to
the office or pull him aside to break the news. Remember to keep everything
factual, not accusatory; “I think you had enough, call it a night.”
• Discreetly give the person’s friends the same information. Tell the person who is
the guest that you are not serving him/her anymore. Don’t get into any
negotiation about it.
• Make sure that the guest has a ride to home. If he/she does not, call a cab and
make sure he/she gets into it.
• Do not make a big deal out of cutting a guest off, be firm. It is for their own good.
Some other tips for handling guests/customers who are intoxicated
• Stop serving them immediately. If the customer has wandered in from another
bar or restaurant, you can refuse to serve them. They may claim that you acted
illegally, but you’re not. You are just being responsible from your actions.
• Offer the customer some coffee and some food, as an alternative to a drink.
• Call a cab or another to ride the customer home. Do not let them drive!
• If a customer becomes angry or belligerent, escort them outside of the restaurant
and call the police, who can look after the customer, until he or she is sober and
safe.
• Offer the guests some food. Foods can slow down the absorption of alcohol.
• Remove and empty bottle or glass before coming back with the next one.
• Coach your staff to offer water or non-alcoholic beverages.
What’s More
List down four tips on refusing services to an intoxicated customers.
a. __________________________________________________________
b. __________________________________________________________
c. __________________________________________________________
d. __________________________________________________________
32
e. __________________________________________________________
What I Can Do
Mr. Hayon entered the restaurant prim and proper. He ordered alcoholic drinks and later
exhibited aggressiveness toward other guests and personnel.
Performance Rubric
Assessment
33
Directions: Read the following test items below. Select the correct answer
from the given choices. Write the letter of your answer in your notebook.
1. It means viewing the customer as the most important part of your job.
A. Good customer service approach
B. Customer friendly approach
C. Good customer relation approach
D. Customer – Boss approach
2. The customers want to know about products and services but in a pertinent and
time- sensitive manner.
A. friendliness
B. information
C. control
D. empathy
3. “Wear your best ……..” in greeting the customers.
A. dress
B. make-up
C. smile
D. hat
4. What are the two critical qualities to “customer friendly approach”?
A. greetings & smile
B. customer – boss
C. skills & attitude
D. communication & relationship
5. It results to customer’s dissatisfaction, lack of returning customers and dwindling
business.
A. Poor customer service
B. Poor Customer friendly approach
C. Poor customer relation
D. Customer – Boss approach
6. The way a business relates to its customers, clientele and patrons.
A. Service
B. Customer relations
C. Customer service
D. Customers
7. It means taking an extra step to help without being asked.
A. Good service
B. Good customer relations
C. Good customer service
D. Good customers
8. It means providing a quality product or service that satisfies the needs and wants
of a customer and keeps them coming back.
A. Service
B. Customer relation
34
C. Customer service
D. Customers
9. They are the people who need our help, assistance and care of their needs.
A. Service
B. Customer relations
C. Customer service
D. Customers
10. It is not only limited to or an exchange of monies for goods or services; it should
provide the customer with happiness and satisfactions.
A. Service
B. Customer relations
C. Customer service
D. Customers
LESSON 1:
Activity 1.1
35
1. B
2. B
3. D
4. B
5. D
Lesson 2:
Self-check:
a. T
b. T
c. T
d. T
e. T
Lesson 4:
What’s more
1. Beer mug
2. Champagne flute
3. Beer glass
4. Pilsner
5. Snifters
Post-test:
f. T
g. T
h. T
i. T
j. T
Lesson 5:What’s in
1
2
4
5
3
Lesson 6:
3,2,4,5,1
Pre-test Post-test:
1. C 1. B
2. D 2. B
3. B 3. C
4. A 4. D
5. C 5. A
6. B 6. B
7. A 7. B
8. D 8. C
9. B 9. D
C
37
Reference
Internet Resources
http://www.geog.cam.ac.uk/reseach/projects/insectfarming/StaffCapacityBuilding.
pdf
http://wwwofv.sa.gov.au/data/assest/powerpoint/doc/0014/8150/customer-
service-pre
https://smallbusiness.chron.com/customer-relations-43230.html
https://entrepreneurhandbook.co.uk
http://mocareered.org?common-core/doc?513902/rubric-roleplay.pdf
Book
Arcos, Cristeta M., Flores, Jelly M., and Yu, Evangeline V. Food and Beverage
Services Manual: Technical-Vocational-Livelihood- Home Economics First
Edition – Department of Education – Bureau of Learning Resources. Pasig
City, Philippines: Sunshine Interlinks Publishing House, Inc 2017.
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