Questions 11-14
Choose the correct letter, A, B, or C.
Write your answers in boxes 11-14
on your answer sheet.
11. According to the consultant, what do managers often underestimate as a source of dissatisfaction?
12. A restaurant with too many complaints is likely to leave its manager unable to
13. Which response to a complaint does the consultant identify as especially harmful?
14. After Riverside Bistro changed its system, what improvement surprised the staff?
(A) is correct. The consultant says customers are most frustrated by being kept waiting, even though managers may assume food problems are the main trigger.
(B) is incorrect. Food temperature is part of that mistaken assumption.
(C) is incorrect. The audio does not identify noise as the key issue.
Associated Text:
What they don't realise is that, in our recent survey, the number one reason people give for complaining is not the food at all. It's the slow service that frustrates them most.
(A) is correct. Constant complaint handling prevents managers from planning ahead.
(B) is incorrect. Recruitment problems are not mentioned.
(C) is incorrect. The consultant does not say managers personally earn less.
Associated Text:
It's that you, as managers, end up so busy firefighting individual problems that you have very little time left to plan ahead. Long term planning suffers, and that's where complaints really hurt the business.
(A) is incorrect. Ignored online reviews are not the mistake described.
(B) is correct. The consultant warns against turning a complaint into a public argument at the table.
(C) is incorrect. The warning is about public confrontation, not generous discounts.
Associated Text:
The most damaging mistake I see, time and time again, is publicly arguing with a customer in front of other diners.
(A) is incorrect. Waste is not discussed.
(B) is incorrect. The audio mentions fewer negative reviews, not additional social media followers.
(C) is correct. Riverside Bistro found that customers spent more per visit after complaint handling improved.
Associated Text:
they also saw a significant rise in the average bill size, because diners stayed longer, ordered an extra drink or a dessert, and felt comfortable enough to spend a little more on each visit.
Questions 15-20
Which way of reducing customer complaints was used in each of the following restaurants?
- better team coaching
- clearer food choices
- more waiter authority
Write the correct letter
A-C next to questions 15-20.
The correct answer is A because Hillcrest Grill introduced better team coaching to address inconsistent food quality.
Associated Text:
The solution she chose was to introduce a really thorough staff training programme, with clear standards for every dish, regular tasting sessions and ongoing kitchen workshops.
The correct answer is C because Oaktree Inn dealt with service mistakes by giving waiters more authority to fix problems immediately.
Associated Text:
What they needed was authority. The owner chose to empower frontline staff to deal with mistakes the moment they happened, by offering a free side dish or a small discount immediately, without having to find a manager.
The correct answer is B because Coastal Kitchen made its food choices clearer with simpler descriptions, fewer items and helpful icons.
Associated Text:
The owner brought in a designer and totally redesigned the menu, with clearer descriptions, fewer items and helpful icons for things like vegetarian or spicy dishes.
The correct answer is A because Park Avenue Eatery used six months of team coaching focused on cooking and customer interaction.
Associated Text:
He asked me to put together a six month staff training programme that focused not only on cooking techniques but also on customer interaction.
The correct answer is C because Lemon Tree Cafe gave waiters more authority to handle everyday issues themselves instead of passing everything to the owner.
Associated Text:
After our consultation, she empowered her frontline waiters to deal with most everyday issues themselves, and only pass on the serious ones.
The correct answer is B because The Willow Tree made its food choices clearer around customer preferences and simplified the wine list.
Associated Text:
She made a huge effort to redesign the menu around her customers' real preferences, with smaller portions of more dishes and a much clearer wine list.
