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TVE
Cookery
Quarter 2 – Module 3:
Identifying Customer’s Needs
and Services
(Week 5)
 What I Need to Know

This module was designed and written with you in mind. It is here to help you master
the nature of General Cookery. The scope of this module permits it to be used in
many different learning situations. The language used, recognizes the diverse
vocabulary level of students. The lessons are arranged to follow the standard
sequence of the course.

This module discusses Customer’s Needs and Services. The lesson deals with the
needs of the customers; the proper information, the details provided to them.
Limitations in addressing the needs are also recognized and identified.

At the end of the lesson, you should be able to:

1. identify interactive information;
2. distinguish public relation skills and customer’s specific needs;
3. apply good working attitudes and pleasant approach

What I Know

Multiple Choice:
Directions: Choose the letter of the best answer. Write the chosen letter on a
separate sheet of paper. Please do not forget to write the following in
your answer sheet: Name, Yr. & Section, Subject, Module No.,
Name of the Activity, Date:

1. It means that it is suited in a particular condition or fitting.

A. Appropriate B. Enough C. Good D. Right
2. The following are the different needs of the customer, except one.
A. Need to be embrace C. Need to feel important
B. Need to be understood D. Need to feel welcomed
3. Following are standard requirement for the urgency needs of the customer,
which is not included?
A. Preparation time C. Right accent
B. Standard Portioning D. Standard Accompaniments
4. Good working attitude and pleasant approach, which is more important than the
words you use.
A. Body language C. Your gesture
B. Your Appearance D. Sound of your voice

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5. Staffs are able to accurately identify the customer’s needs and expectations
through, except one.
A. Effective observing C. Effective listening
B. Effective questioning D. Effective customer service
6. It is one of the standard requirements for the urgency needs of the customer
wherein some guests are inclined to ask the exact portion of each serving.
A. Standard portioning C. Right pronunciation
B. Special quality of the dish D. Standard Accompaniments
7. One of the things to be considered in maintaining high quality service to the
customer in which both technical quality and customs satisfaction have a
favorable impact on the cost of care.
A. Setting Strategies C. Lesson Learned
B. Know how to say no D. Keeping the items clear
8. This device offers a unique two-way medium for public involvement.
A. scanner C. printer
B. telephone D. fax machine
9. It is somewhat a verbal accompaniment.
A. hand signal C. emblem
B. clenched first D. waving of hands
10. How will you send a positive attitude to customers?
A. The attitude you send is usually the attitude you get back
B. The attitude you project to others depends primarily on the way you look
C. An attitude is not a state of mind that influence feelings, thought and action
tendencies
D. Most service employees fall because of attitude if you do not get first the
game is over.

What’s In

Before you start the lesson, first familiarize yourself with the meaning of the following
words.
Directions: Fill in the black with letters to complete the word that correspond to its
meaning. Name, Yr. & Section, Subject, Module No.,
Name of the Activity, Date:

1. C_LT__E behavior pattern; belief; art

2. SE__-ES__EM confidence; self-respect
3. C_MF_R_ a condition of a pleasurable case or well being
4. A_P__P___TE suited in a particular condition or fitting
5. F_ _ _ A L of the face; cosmetic treatment of the face
6. B__E___E any of various liquids for drinking; excluding water
7. QU_R__S question; inquiry; a doubt in the mind
8. V_NT_GE outmoded; old; classic and antique

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 What’s New

IDENTIFY THE NEEDS OF THE CUSTOMER

For customers to feel relaxed and at home. You must ensure that their needs are
well taken care of.
A. Understanding the basic needs of the client:
1. Need to be understood.
- The message they send should be interpreted correctly.
2. Need to feel welcomed.
- Anyone doing business with you who feels like an
outsider will not return.
- People need to feel you are happy to see them and that
their business is important to you.
3. Need to feel important.
- Ego and self-esteem are powerful human needs.
- We all like to feel important. Anything you can do to
make a guest feel special is a step in the right direction.
4. Need for comfort.
- Customer needs physical comfort, a place to wait, rest,
talk or do business. They also need physiological comfort, the
assurance that they will be taken cared of properly and this
confidence that you will meet their needs.

STANDARD REQUIREMENTS FOR THE URGENCY NEEDS OF THE

CUSTOMER

Effective menu and beverage merchandising require product knowledge, good

customer relations and the ability to persuade a guest in buying what you offer.

1. Manner of preparation/ Basic ingredients

• ex: broiled, simmered, grilled etc.
• the basic ingredients customers get to
imagine how the food taste and looks
should describe the items as a flavorful
combination of the food.

2. Special qualities of the dish

• Example “Pork adobo” is one of the most
popular Filipino dishes, it is the famous
Filipino delicacy, “I’m sure you’ll like it.”
• Note: When describing the quality of a dish/ beverage, study
guest’s preference as to taste, size, smell, color, texture, etc. and
describe the item in relation to them.

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3. Preparation time
It will depend on what food you are serving for it will
affect the texture if more or less as per given
preparation time.

A guest maybe in every or must be already hungry, that he

wants his order to be served immediately, but unknowingly
ordered a dish that takes time to prepare. He must be
informed beforehand that his order needs time to prepare so
he can change his order to an easily prepared one. You can
say “Our chef will take about minutes to prepare your order Sir/
Ma’am. Do you mind waiting?

If he/she decides to wait, offer beverages so that you increase beverage sales.
“Shall I get you a better of while you wait? Then mention, your
order will be ready in 15 minutes from now, shall I get you another cold bottle
of ?

4. Standard Portioning
Some guests are inclined to ask the exact portion for each serving.

5. Standard Accompaniments

6. Right Pronunciation

Menu items should be pronounced properly or else, you serve ridiculously to

your customer. You should likewise be ready to answer queries pertinent to
the meaning or translation of some foreign terms used.

7. Entries that best compliments the order.

8. Out of stock items and their proper substitute

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Some items offered in the menu are not available on certain occasions, it is advisable
for you to inform the guest outright if his order is out of stock. But do not simply say
“out of stock sir” this will likely close the door to merchandising. Offer appropriate
substitute, the right approach maybe I am sorry sir/ ma’am, but we run short of
(mention the title of recipe) at the moment, but we have something for you to choose.

What’s More

GOOD WORKING ATTITUDE AND PLEASANT APPROACH

Developing a good attitude in the workplace creates a good impression to the

customer. A positive attitude is something that goes deeper and has an effect beyond
everyone.

Send Positive Attitude

• An attitude is a state of mind that influences feelings, thoughts, and action
tendencies.
• The attitude you send is usually the attitude you get back.
• Most service employees fall because of attitude, if you don’t get first customers,
the game is over before it begins.
• The attitude you project to others depends primarily on the way you look at
your job.

A. YOUR APPEARANCE
• You never have a chance to create a positive first impression.
• First impressions are critical because there may be no opportunity for a
second impression.
• Like an act or actress, interacting with others always requires you to be on
stage. It is also important to have direct correction between how you look
yourself and your attitudes. The better image of yourself when you
encounter customers, the more positive you will be.

B. BODY LANGUAGE (Body Language Checklist)

• Do you hold your head high and steady?
• Do your arms move in a natural unaffected manner?
• Are your facial muscles relaxed and under control?
• Do you find it easy to maintain a natural smile?
• Is your body movement controlled, neither hurried nor too casual?

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 • Do you find it easy to maintain eye contact with people you are talking to?

C. SOUND OF YOUR VOICE

• The tone of your voice, or how you say something, is more important than
the words you use.
• The tone of your voice you use may mean the difference between
1. Acceptable job success and great job success.
2. Adequate customer service and quality customer service

CUSTOMER RELATIONS AND INTERPERSONAL SKILLS

In the food and hospitality industry, working with colleagues and customers is an
important part of the job. Customer relations and interpersonal skills are the two
most important skills that a person working in that industry will need to know
about.

CUSTOMER RELATIONS TECHNIQUES

1. Number of skills
• Effective verbal and non-verbal communication
• Ability to ask relative questions.
• To be attentive
• Knowledge of different peoples and cultures
• Knowledge of where services and products are available from.
• Problem solving and decision-making skills.

2. Customer relation involves understanding the local and international visitor’s

needs.
• Providing appropriate service
• Handling complaints and feedback
• Different cultures, backgrounds, and upbringings
Example:
- Japanese are distinctively formal and punctual.
- Muslims fast between sunrise and sunset for the month of Ramadan.

Staff can accurately identify the customer’s needs and expectations through:
1. effective observation
2. effective listening
3. effective questioning

Restaurant is no doubt a very competitive business, customers are known as its

heart that must be give a complete service, treat them as human beings who treasure
their feelings and sometimes know their needs and proper information must be given
to them.

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 What I Have Learned

Directions. Prepare a sheet of paper and answer the following questions. Please do
not forget to write the following in your answer sheet:
Name, Yr. & Section, Subject, Module No., Name of the Activity,
Date:

1. What are the needs of a client to be satisfied in order for them to patronize your
services and products?

.
2. How will you inform the guest if an item is out of stock?

.
3. How will you convey a good working attitude and a pleasant approach to
customers?

What I Can Do

Directions: Read and follow the given instruction carefully.

Please do not forget to write the following in your answer sheet:
Name, Yr. & Section, Subject, Module No., Name of the Actvity,
Date:

1. Make a “Comic strip” on how you will entertain the guest.

2. Draw, color or search a picture that coincide with the “STANDARD
REQUIREMENTS FOR THE URGENCY NEEDS OF THE CUSTOMER”

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 Assessment

Multiple Choice
Directions: Write the letter choice and the word you choose as your best answer.
Please do not forget to write the following in your answer sheet:
Name, Yr. & Section, Subject, Module No., Name of the Actvity,
Date:

1. It means suited in a particular condition or fitting.

A. Appropriate B. Enough C Good D. Right
2. It is one of the standard requirements for the urgency needs of the customer
wherein some guests are inclined to ask the exact portion of each serving.
A. Standard portioning C. Right pronunciation
B. Special quality of the dish D. Standard Accompaniments
3. One of the things to be considered in maintaining high quality service to
customers both technical quality and satisfaction that has favorable impact
on the customers’ care.
A. Setting Strategies C. Lesson Learned
B. Know how to say no D. Keeping the items clear
4. A verbal communication that is accompanied by gesture.
A. hand signal C. emblem
B. clenched first D. waving of hands
5. It pertains to a quick response to complaints courteously with common sense.
A. Know how to say NO C. Setting Strategies
B. Customer Satisfaction D. Keeping items clear
6. This device offers a unique two-way medium for public involvement.
A. scanner C. printer
B. telephone D. fax machine
7. A standard requirement in food preparation that will affect on the texture and
the taste of the food if not followed.
A. Freshness C. Good Handling
B. Preparation time D. Good Quality of Ingredients
8. It is a question or inquiry.
A. Queries C. Clarification
B. Follow up D. Appointment
9. A condition of a pleasurable case or well-being.
A. Comfort C. Assurance
B. Pleasure D. Comfortable
10. It pertains to self-respect or confidence.
A. Attitude C. Self- Esteem
B. Selfless D. Understanding

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Reference:

Ditan, Joseph Linford A., Fundamentals of Food and Beverage Service

Operation. Pp. 118 – 130