CRM Marketing & Guest Experience Flashcards

Which type of pricing strategy involves listing a signature dish at a premium price to make other menu items appear more affordable by comparison?

Answer: Anchor pricing

Anchor pricing uses a high-priced reference item to shift guests' perception of value, making moderately priced items feel like bargains.

A restaurant's Google Business Profile is important for local marketing primarily because it:

Answer: Determines how prominently the restaurant appears in local search and map results

An optimized Google Business Profile improves local SEO ranking, making it easier for nearby diners to discover the restaurant when searching online.

When measuring guest satisfaction, comment cards and post-meal surveys are most valuable when:

Answer: Results are reviewed consistently and used to make specific operational improvements

Feedback tools only create value when management analyzes trends, communicates findings to staff, and implements targeted changes.

A certified restaurant manager planning a promotional event should first:

Answer: Define the goal, target audience, and success metrics before setting the budget

Establishing clear goals and success metrics before spending ensures the event is aligned with business objectives and measurable ROI.

Which factor most strongly predicts a guest's decision to leave a positive online review?

Answer: An emotional peak moment during the visit, such as exceptional service recovery

Guests are most motivated to write reviews after memorable emotional experiences, especially when a problem was resolved beyond expectations.

In a restaurant context, 'moment of truth' refers to:

Answer: Any interaction point where a guest forms an impression of the restaurant's quality and service

Every touchpoint—from parking to payment—is a moment of truth that shapes the guest's cumulative perception of the brand.