Question

Ms. Cold would like to have a number of tests in place for candidates to answer as part of the selection process. She would also like to measure the work performance of the servers within the first ninety-days of employment. You were assigned to develop the following tests:

Compose a situational judgment test for servers of the restaurant. The test should include:

Four multiple choice questions of possible situations waiters/servers may encounter when dealing with customers.

Four possible answer choices for each question.

On a separate sheet, indicate the rating scale for each question.

Prepare a BES Rating Dimension for the servers. The rating dimension should cover three scales:

Interactions with customers;

Server’s responsiveness and attitude with customers; and

The server’s demeanor when taking orders.

Answer 1

Answering each question is mandatory. Please select one answer for each question from the four available options. Select an answer which you think resonates with you the best i.e., select a response that you identify the most. Please tick ( ü) one answer next to only one (a, b, c , d) for each question.

1. I usually approach customers and respond to them in ____________ when I am in a bad mood and not happy with my colleagues/manager

1. I greet them with a smile and hide my irritation and take orders politely and in a friendly manner
2. I do not make eye contact with the customers and refrain from smiling but I take the orders diligently
3. I take the orders well but I express my irritation and tell my customers about my complaints
4. I attend to my customers but my facial expression shows irritation

1. When customers repeatedly ask me to repeat the menu I _______________

1. I respond with a smile and repeat the menu
2. I repeat the menu but refrain from smiling
3. I repeat the menu but show my irritation through facial expressions
4. I repeat the menu with a smile and ask them if they have any doubts

1. When a customer behaves with me in an inappropriate way by flirting and repeatedly asking for my number even when I do not engage or reciprocate their intentions I ____________

1. I tell them that they are inappropriate and should not ask me for my personal details
2. I leave the table and inform the duty manager who will then take the orders for that table
3. I ignore their advances and focus only on getting the right orders
4. I ask them politely to leave the restaurant

1. When customers repeatedly ask me whether their order is ready I ___________

1. I smile and tell them that their order will be ready soon
2. I go to the kitchen and enquire about the time needed and then inform the customer how long it will take
3. I tell them that this restaurant takes some time and that they will have to wait
4. I tell them it will take 5 more minutes without actually knowing the exact time needed

Rating scale

Please follow the following instructions in order to rate each question. The following answers will carry 4 points each.

I greet them with a smile and hide my irritation and take orders politely and in a friendly manner. d) I repeat the menu with a smile and ask them if they have any doubts. B) I leave the table and inform the duty manager who will then take the orders for that table. I go to the kitchen and enquire about the time needed and then inform the customer how long it will take.

The following answers take 3 points each.

I do not make eye contact with the customers and refrain from smiling but I take the orders diligently. I respond with a smile and repeat the menu. I ignore their advances and focus only on getting the right orders. I smile and tell them that their order will be ready soon

The following responses take 2 points each

I attend to my customers but my facial expression shows irritation. I repeat the menu but refrain from smiling. I tell them that they are inappropriate and should not ask me for my personal details. I tell them it will take 5 more minutes without actually knowing the exact time needed

The following responses take 1 point each

I tell them that this restaurant takes some time and that they will have to wait. I ask them politely to leave the restaurant. I repeat the menu but show my irritation through facial expressions. I take the orders well but I express my irritation and tell my customers about my complaints

The dimensions of the scales are Interactions with customers; Server’s responsiveness and attitude with customers; the server’s demeanor when taking orders. This scale measures these 3 dimensions mentioned.

Table giving the score and interpretation of the score

Scores	interpretation
13-16	High ( positive responses in all of the three dimensions)
9-12	Moderate
5-8	Low
1-4	Very low (negatively related to all the 3 dimensions)