Republic of the Philippines

Department of Education
Region VI – Western Visayas
Schools Division of Roxas City
CONGRESSMAN RAMON A. ARNALDO HIGH SCHOOL
(Technical – Vocational High School)
Banica, Roxas City
SECOND QUARTER SUMMATIVE TEST IN GRADE 8 COOKERY

A. MULTIPLE CHOICE: Read and analyze the statement carefully. Choose the best
answer and write the letter only on your answer sheet.

1. It is often the cause of many food poisoning cases.

a. Personal hygiene c. Safety
b. Hygiene d. risk
2. Used when handling raw and cooked food
a. Apron c. Shoes
b. Gloves d. uniform
3. Which of the following statement is true
a. Frequent visual inspections of all portable electrical items and fixed electrical wiring.
b. Smoking is allowed in the kitchen.
c. A food establishment should be in flooded area.
d. Keeping the premises tidy.
4. Which of the following statement is not true.
a. Only licensed electrical engineers should check and inspect electrical installations and wirings.
Smoking is allowed in the kitchen.
b. Clear up spillage promptly and post warning notices.
c. Consider putting shop-fronts with grilles or shutters to deter smash and grab raiders.
d. Smoking is allowed in the kitchen.
5. The first and foremost thing to do in forming relationships
a. Snubbing c. Greeting
b. Asking d. Smiling
6. It is an easy way of creating a positive atmosphere.
a. Smile c. Be welcoming
b. Be prompt d. Be polite
7. All the following are important things to remember about greeting except-
a. Make the customer feel welcome and appreciated
b. Create your unique, memorable greeting
c. Address a customer from behind
d. Make eye contact when greeting the customer.
8. It is essential when working in customer service because you deal with many customers who have
a problem that needs to be solved.
a. Depersonalization c. Clear communication
b. Taking Responsibility d. Conflict resolution 
9. This can make a potentially stressful customer-service interaction more enjoyable.
a. Sense of Humor c. Empathy
b. Taking Responsibility d. Conflict resolution 
10. When dealing with customers, you want to be able to take control of the situation and do what you
need to do in an efficient manner.
a. Assertiveness c. Empathy
b. Taking Responsibility d. Conflict resolution 
11. It is important to understand what customers say and also how they feel.
a. Assertiveness c. Empathy
b. Taking Responsibility d. Conflict resolution
12. It is essential to customer service
a. Depersonalization c. Clear communication
b. Taking Responsibility d. Conflict resolution 
13. It goes a long way in customer service
a. Depersonalization c. Empathy
b. Taking Responsibility d. Sense of humor
14. People who work in customer service need to be able to calmly handle all customers, even the
most negative ones.  
a. Listening skills c. Empathy
b. Self control d. Conflict resolution
15. It is essential when working in customer service because you deal with many customers who have
a problem that needs to be solved
a. Listening skills c. Empathy
b. Self control d. Conflict resolution
16. While you should be friendly with your customers, remember that you are not there to share your
life story.
a. Depersonalization c. Empathy
b. Taking Responsibility d. Sense of humor
17. It is important as communication skills
a. Listening skills c. Empathy
b. Self control d. Conflict resolution
18. As a customer support agent, you spend all day troubleshooting for customers, and that means you
need to be a product expert.
a. Keep your word c. Be proactively helpful
b. Know your product d. Focus support on the customer
19. If you promise something, making sure you deliver on it is common-sense customer service.
a. Keep your word c. Be proactively helpful
b. Know your product d. Focus support on the customer
20. Going the extra mile is one of the most important things you can do to deliver great customer
service.
a. Keep your word c. Be proactively helpful
b. Know your product d. Focus support on the customer
21. Your customers are the most integral part of your business, and they come before products or profit.
a. Keep your word c. Be proactively helpful
b. Know your product d. Focus support on the customer
22. Paying attention to customer feedback includes looking back over the data, as well as listening in
real-time.
a. Actively listen c. Help customers help themselves
b. Respond quickly d. Creatively problem-solve
23. Over 80% of customers have churned because they experienced bad customer service. That’s why
you must thrive on solving problems for your customers
a. Actively listen c. Help customers help themselves
b. Respond quickly d. Creatively problem-solve
24. That said, customers don’t always want to talk to someone to get their problem solved — often,
they want to quickly resolve their issue themselves.
a. Actively listen c. Help customers help themselves
 b. Respond quickly d. Creatively problem-solve
25. Resolving customer queries as quickly as possible is a cornerstone of good customer service.
a. Actively listen c. Help customers help themselves
b. Respond quickly d. Creatively problem-solve
26. Attitude is everything, and a positive attitude goes a long way in providing excellent customer
service.
a. Personalize your service c. Maintain a positive attitude
b. Respond quickly d. Creatively problem-solve
27. 40% of customers say they want better human service. That means they want to feel like more than
just a ticket number.
a. Personalize your service c. Maintain a positive attitude
b. Respond quickly d. Creatively problem-solve
28. Contact the customer to find out if they were satisfied with how their complaint was handled. Let
them know what you are doing to avoid the problem in the future.
a. Listen to the complaint c. Follow up
b. Get all the facts d. Keep your promises
29. Thank the customer for bringing the matter to your attention. Apologies and accept ownership,
don’t blame others and remain courteous.
a. Listen to the complaint c. Follow up
b. Get all the facts d. Keep your promises
30. Check that you have understood and recorded the details of the complaint correctly. Ask questions
if necessary
a. Listen to the complaint c. Follow up
b. Get all the facts d. Keep your promises
31. Keep the customer informed if there are any delays in resolving their request. Don’t promise
things that you can’t deliver.
a. Listen to the complaint c. Follow up
b. Get all the facts d. Keep your promises
32. Go through the complaint in detail so you can understand exactly what the problem is.
a. Record details of the complaint c. Act quickly
b. Discuss options for fixing the problem d. Keep your promises
33. Ask the customer what response they are seeking; it could be a repair, replacement, refund or
apology. Decide if the request is reasonable.
a. Record details of the complaint c. Act quickly
b. Discuss options for fixing the problem d. Keep your promises
34. Aim to resolve the complaint quickly. If you take a long time they tend to escalate.
a. Record details of the complaint c. Act quickly
b. Discuss options for fixing the problem d. Keep your promises
35. At some stage your business is likely to receive a customer complaint. Dealing with it in a positive
and constructive manner will help to keep your customers
a. Handling customer complaint c. Act quickly
b. Discuss options for fixing the problem d. Keep your promises

B. Identify if it is Dos or Don’ts.

_____________ 1. Sneeze into food
_____________ 2. Wash hands frequently and thoroughly with soap
_____________ 3. Come to work if you are sick
_____________ 4. Clean your ears with your fingers
_____________ 5. Wear accessories
_____________ 6. Keep your hair and beards neat and tidy – long hair should be tied up
_____________ 7. Work on a clean surface
_____________ 8. Rub your face/nose on your shoulder
_____________ 9. Show unpleasant behaviour towards the customer.
_____________ 10. Always interrupt the costumer.
_____________ 11. Give your best in welcoming the customer.
_____________ 12. Be polite.
_____________ 13. Show recognition to the customer.
_____________ 14. Address a customer from behind
_____________ 15. Address customers from a reasonable distance

Prepared by:
NIZEL C. BAES
Teacher I

Checked by: Noted by:

JASMIN S. PIONELO REY B. BILAN

Master Teacher I Head Teacher, Tech. Voc. Department

Approved by:

RODRIGO D. JEREMIAS, JR.

Secondary School Principal IV

ANSWER KEY FOR SUMMATIVE EXAM

1. A 13. BONUS 25. B
2. B 14. B 26. C
3. A 15. D 27. A
4. D 16. A 28. C
5. C 17. A 29. A
6. A 18. B 30. B
7. C 19. A 31. D
8. D 20. C 32. A
9. A 21. D 33. B
10. A 22. A 34. C
11. A 23. D 35. A
12. C 24. C

B.
1. DON’T
2. DO
3. DON’T
4. DON’T
5. DON’T
6. DO
7. DO
8. DON’T
9. DON’T
10. DON’T
11. DO
12. DO
13. DO
14. DON’T
15.DO