WHISTLING KETTLE FRONT OF HOUSE TEST
Full Name
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First Name
Last Name
Manager e-mail
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1. If you are unable to come in to work, what is the best step to take? Choose one.
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Contact your original hiring manager as soon as you can and try to find coverage for your shift.
Contact the owners
Contact the manager on duty as soon as you can and try to find coverage for your shift.
Call the landline number when you are due into work.
2. You are asked by another employee (or you are asking an employee) to switch/pick up shifts. What should you do before going through with any schedule change? Choose one.
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You're a team player - pick up the shift and show up
Verify switch with store manager
3. If you are hired based on your availability, and your availability changes - what may be the result?
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Potential loss of hours or termination
Nothing. All requests and changes are accomodated
4. If you have planned time off that was not discussed in interview, what is the best option.
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Reach out to your home store manager to check if the dates are available and submit the request
Wait until the schedule comes out, then request to switch with someone else
Book your vacation and tell the manager afterwards, so they have to work around your plans
5. Which teas should be brewed with slightly cooler water (i.e. less than boiling)
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Black Teas
White Teas
Green Teas
Herbal Teas
Oolong Teas
6. Oolong teas are:
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Not-oxidized
Fully Oxidized
Partially Oxidized
7. Do Herbal Teas contain caffeine?
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Yes
No
Most no, but some yes
8. If a customer wanted a plain, black hot tea - which are the best choices?
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Snowflake, Pu-erh Superfruit, Earl Grey
English Breakfast, Irish Breakfast, Darjeeling, Kettle Blend
Cloud and Mist, Gunpowder, Lapsang Souchong
9. A customer asks for Darjeeling Tea. What do you choose?
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Happy
Darjeeling (Happy Valley)
10. How many scoops of tea go into a hot black, green, oolong and rooibos?
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Regular table spoon scoop
2 x tablespoon scoops
1 x Large Size scoop
11. Are confident you know how to make all the beverages on the menu?
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Yes - I've been trained
No - I need more training
No - I was trained but need more practice
12. What size cup do you pour kombucha into?
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13. Tea tastings get four pots - how are the pots made?
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one cup - 1/2 scoop
half pot - 1/2 scoop
full pot -1 scoops
14. Can a customer get a matcha latte, chai latte or london fog as a choice in their hot tea flight?
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yes
no
15. Can a customer get to go cups for all their 4 teas from a tea flight?
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yes
no
16. What is the best answer to someone who wants tea without any caffeine?
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All Rooibos teas
Any tea that says decaf and caffeine free on the menu
All Herbal and fruit tea
17. Which tea has the most caffeine?
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Matcha
Irish Breakfast
Darjeeling
Trugrit Energy
18. What best describes Matcha?
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It's a special form of oolong tea
It's a tea additive
It's a ground up form of green tea
19.Do Rooibos and Honeybush tea contain caffeine?
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Yes
No
20. Does the Whistling Kettle sell organic tea?
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Yes
No
21. How many scoops go into a chai hot tea.
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1
2
3
22. You are asked about a tea that is not on the shelf. What do you do?
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23. What size glass do serve cider with?
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24. What happens if you steep green or black teas too long?
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They get more flavorful
They get bitter
They get sweeter
25. What is Kombucha
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A fermented tea beverage
An alcoholic tea beverage
A type of champagne
A craft beer
26. A customer asks for a tea with a specific ingredient. (i.e. fennel). How do you proceed?
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27. Check all the milk options we offer
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Whole Milk
Lowfat Milk
Skim Milk
Soy Milk
Almond Milk
Half N Half
Oat Milk
28. Do we charge if a customer wants to order another pot of the same tea?
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Yes
No
29. A customer ordered a strawberry quencher. Should you verify which quencher they want?
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No - we have a quencher called Strawberry tea quencher.
Yes - the hibiscus guava quencher is made with our strawberry hibiscus tea, so just to make sure, they want the black tea base versus the caffeine free fruit tea base.
30. A customer ordered a custom iced tea or hot tea, and has some left overs that they want to be put in a to-go cup. Is this ok?
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Yes
No
31. A customer asks about wifi. What is the password?
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32. Quiche is served how?
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By the slice
Personal 6" pie
2 mini 3" pies
33. What best describes our return policy?
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We accept returns within 30 days with a receipt for a refund. Merch can be exchanged or store credit if we still sell the item. Merch needs to be in re-sellable condition. Tea requires a receipt AND a managers approval.
We will accept returns or exchanges on all items up to a year. Merch must be in resellable condition.
No returns - all sales are final
34. What should you do if someone is highly allergic to soy, gluten, nuts or anything else?
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Look at the menu and see if it contains the allergen, then let them order.
Check with line cook to see if item has the potential allergen
Tell the customer that we will absolutely be careful and do our best, but because our kitchen contains the allergen, we cannot make 100% guarantee that it will be without the allergen.
Look up the allergens in the web portal
35. Can we split checks based on the items they ordered?
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Yes
No
36. When is the Good morning tea available to order?
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Every day, all day long.
On weekends, all day long.
On weekends, from open to 12pm.
37. Should you pick up your check before the customer leaves?
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Yes, always get the money before the customer leaves.
No, it is rude to get the money before the customer leaves.
Feel out the customer. If it is making them feel rushed, then do not pick up the check.
38. You see a table that is completely done with their food and are looking around. What do you do?
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Ask them how you can help them.
Go find their server to help them.
Ignore them. They aren't your table and you're too busy.
39. You see a table that is dirty and you are on your way to the kitchen. (or, you pass by a table that is done with their food) What should you do?
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Start to prebuss the table.
Tell the server that their table is ready to be bussed.
Pass by and let someone else deal with it.
40. You see a beverage order or a food order ready to be delivered. What do you do?
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Look at the ticket. If it's not your table, you leave it for the server to bring.
You run the order to the table.
Let the server know they have food up.
41. Explain how many dressings can be given to a customer before they get charged for extra (both small & large salads). Also, explain when someone gets charged for extra cream & preserves. What if they want to take their scone home and their cream & preserves is on the plate? What do you do?
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42. What is the maximum number of credit cards we can take per check?
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3
4
5
43. Someone comes in and wants to pay with a Best Of Capital Region Gift card/visa debit card. How do you use this?
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44. Ballston Spa employees only: Someone comes in and wants to use a Ballston Spa Business Association Paper Gift Certificate. Explain how you use this. What if they don't use the entire amount? What do you do with the difference? How do you record the sale in the POS?
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45. List the 3 iced teas on tap?
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46. What is the charge for a cake slice or crepe on an afternoon tea?
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$2
$3
$4
47. Does the afternoon tea include a beverage??
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Yes - any beverage.
No - Because of our wide range of price points, beverages are ala cart.
48. Is there a price break when buying an afternoon tea versus buying each item individually?
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Yes
No
49. How many scoops go into a fruit tea (hot)
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1
2
3
50. Does the Whistling Kettle have gluten free options?
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Yes
No
51. Does the Whistling Kettle have vegan options?
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Yes
No
52. A customer asks about vegetarian/vegan choices. What would you recommend?
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53. Can an adult order off the children's menu?
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Yes
No
54. 20% gratuity is added to:
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Parties of 4 or more
Parties of 5 or more
Parties of 6 or more
We don't add gratuity.
55. A table of three wants to pay with two credit cards and the rest cash. They will divide equally. Is this something we can do?
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Yes
No
56. What comes with a typical entree?
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Soup
Salad
Chips
Nothing
57. What is the up charge for a soup or salad on an entree
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$3
$4
$2
58. Do we charge for a pot of hot water?
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Yes - tea pot of filtered hot water is $3
No
59. What has unlimited re-fills?
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Milk
Lemonade
Nothing
Iced Tea Special and Lemonade
60. Can someone buy coffee in bulk?
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Yes - Prices are in the menu, french press ground only
Yes - Prices are for beans or ground
No
61. Do we accept personal checks?
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Yes
No
62. A customer asks to add goat cheese instead of mozzarella in a sandwich. What do you do?
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Enter the change in item comment
Enter misc food 50 cents
Let the customer know there is an additional charge - enter the addon in the point of sale using the appropriate button
63. What is best etiquette for ordering employee food?
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Order any time.
Wait until after shift ends
Order on break.
64. Does Guayusa and Yerba Mate contain caffeine?
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Yes
No
65. If someone wants to make a reservation for 6 at 1pm on a weekend or holiday What is the best response?
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Yes - write in the book and your seat will be ready
No - we only sit first come first serve
66. A customer calls with a party of 12. Another calls for a party of 20. Describe how you would handle this call?
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67. You put in an order and forgot to add 'no mayo' and the kitchen already made it. What do you do? (select all that apply)
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Eat it or give it to other servers
Give back to the kitchen so they can try selling it
Show it to a manager
Throw it out
68. How do we sell hot chocolate for retail? How is it packaged? How many ounces in a tin?
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69. A customer arrives at 5:50 ,and we close at 6pm. What do you do.
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Apologize and let them know we are no longer seating.
Seat them and wait patiently for them to finish. The last available seating is printed on the door stating we seat through the closing time.
70. Whats the difference between ciabatta and foccaccia bread?
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Ciabatta is larger
Foccaccia contains herbs
Foccaccia is round and is whole wheat
71. What Salads contain chicken?
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Asian Salad, House Salad
Goat Cheese Salad, Cobb Salad, Asian Salad
Mediterranean Salad, Cobb Salad, Asian Salad
Asian Salad, Cobb Salad
72. A customer orders a very modified product. How should you handle?
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Enter the closest thing and write the mods in item comments
Ask supervisor if item can be made AND what is the price?
Enter the closet thing, using the available substitutions and add ons from the POS of listed options
73. What's the only gluten free dessert option currently?
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Lemonberry Mascarpone Cake
Flourless Chocolate Cake
Scone
Flourless chocolate and gluten free crepes
74. A customer orders 'Lemon Cake' or 'Turkey Panini'. What should you enter?
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Lemon Berry Mascarpone cake and Turkey Cranberry Brie Panini
Lemon Crepe and Turkey Avocado Panini
The customer was too vague. Ask them to point to the specific menu item to verify which menu item.
75. You would like to take some time off for a non-emergency matter and it lands during a blackout date. What should you do?
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Ask the manager anyway. Maybe they'll allow it.
Go further up the chain and ask the owners. Maybe they'll allow it.
Understand that this will not be allowed regardless, due to the employment agreement made when coming to work for the company. There are certain dates in the year where the company is extra busy and needs all hands on deck.
76. What best describes the cream that comes with the scones?
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It is clotted cream
It is devonshire cream
It is a sweet, thick dessert cream
77. You are on break, but it's still busy in the restaurant. What is the best etiquette for ordering food from our kitchen?
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78. Can a customer order ratatouille panini or crepe without onions
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Yes
No
79. Check off ingredients that come on a regular Kettle House Salad
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Greens
Kale
Carrots
Red Cabbage
Onion
Tomato
croutons
cucumber
80. What comes on a goat cheese salad?
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Greens
kale
red onion
pecans
Toffee Almonds
Red Cabbage
Grape
chicken
goat cheese
81. What comes on a Mediterranean Salad?
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greens
cucumber
tomato
pecans
croutons
red onion
carrot
kalamata olives
chickpeas
goat cheese
feta
green peppers
82. What comes on a Asian Salad?
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Chicken
Tuna
almonds
pecans
red onion
green onion
mandarin orange
grape
carrot
black sesame seeds
chow main noodles
sea weed
edamame
83. How and when do we restock the retail tea bar?
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84. Do we take to-go orders over the phone?
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Yes; Get their order, their name, the location they're picking up from and their phone number
Yes, Get their order and their name
No, Let them know they can order in person or via our website WKTea.com for both pickup and delivery.
85. You notice a customer not eating their food, when you check back after 3 minutes of receiving their food. You ask how everything is, they have a complaint and do not like something. What do you do?
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Just take the food away and remove it from their bill.
You ask if you can fix it or remake their meal or offer them a different meal (depending on their complaint). Inform a manager to make sure the customer is happy.
give a drink away for free
86. Part 2 of the question above: The customer refuses to eat anything you offered to try and fix. What do you do?
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Ask manager or supervisor for guidance..
Take it off their bill
Bring them their entire bill and not tell a manager
87. A two top orders a single iced tea special, but they want to share it. Is this possible?
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No. Customer would not be eligible for unlimited refills
Yes, Bring them a 2nd iced tea glass with just ice and they can pour themselves.
Yes, bring them 2 water size glasses with iced tea special.
88. Are tables supposed to automatically be given water?
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No - only if they ask for water.
Yes, greet every table with water.
89. When taking a takeout order - what MUST you do.
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Ask if they want dessert
Ask if they need water
Repeat the order back
90. A customer orders a custom iced tea, but wishes to share. What is the protocol?
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No sharing allowed
Make as normal, provide an extra glass with just ice for them to split themselves.
Make as normal, pour the carafe of tea into an extra iced tea glass
91. 30 minute breaks for 6+ hour shifts are
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Optional
Labor law requirement
92. With every shift I work, I am given a paid 15 minute break.
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True
False
93. A table had a major food delay due to an error.
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Let a manager know
Apologize to table
Apologize to table, let manager know - Is there something in their order that you can bring out first? Soup? Use the opportunity to sell a cup of soup if not.
94. Do you clock out for smoke breaks or if you need to use your phone?
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Yes
No
95. If you want to take an unscheduled smoke or other break for 5 minutes what should you do?
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Ask a manager.
It's only 5 minutes - just leave and come right back.
96. After taking a break you should:
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Wash your hands, make sure you use mint or perfume if you smoked. Communicate that you are back from break.
Check in with your tables or continue your position.
97. Do we offer premium salads as an upgrade to a side salad with an entree?
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Yes
No
98. What ingredients can you remove from the ratatouille crepe or ratatouille panini?
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99. What days are we closed?
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Christmas and Easter
Christmas, New Years Day, Easter
Christmas, Thanksgiving, New Years
Christmas, Thanksgiving, July 4th
100. How long do the brewed teas and concentrates last in the fridge?
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1 day
2 days
1 week
3 weeks
101. Describe the process of making a custom iced tea
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102. How do you make a typical coffee? What size scoop, how many scoops?
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103. Describe the process of making a hot matcha latte.
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104. List the steps of making a HOT London Fog Latte.
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105. List the alcoholic tea cocktails that we make and the glass style that they are served in. (Hint - there are 8 drinks.)
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106. List the four tea concentrates that we keep on hand for drink recipes. Also, how long does the concentrate last once it's been brewed and stored in a labeled, airtight container inside the refrigerator?
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107. List the 7 flavors of mimosa's:
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108. What are the upgrade options for tier 2 on the Afternoon Tea?
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109. What are the upgrade options for tier 3 on the Afternoon Tea?
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110. Can a guest order something other than a dessert on the 3rd level of the Afternoon Tea? If so, what can they order and would it cost them anything extra?
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111. What is the proper way to stock tea on the retail shelf and backup storage area?
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The newer tea is put to the front of the retail shelf.
The newer tea is put in the backup storage area in the back. All of the older teas are rotated toward the front.
It doesn't really matter... it all sells eventually.
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