Free SVH practice exam in English

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1. 1. Holding the door open for someone is regarded as what?

   EthicsA standardA value
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   A standard

   Holding a door open is an unwritten rule about polite behaviour. Such rules are called standards (norms), like standing up for older people.

2. 2. What is a characteristic of the target group 'business guests'?

   They want a lively hotel and catering establishmentThey often want a quick serviceThey want plenty of employee contact
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   They often want a quick service

   Business guests want a quiet place where they are not disturbed. They can be in a hurry, so fast service is important for them.

3. 3. What is an inadvisable action if you want to apply the social responsibility policy?

   Drink a beer behind the barPlace a door supervisor at the doorCommunicate with guests
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   Drink a beer behind the bar

   As a manager you must set a good example. Drinking along with guests behind the bar does not fit a responsible policy.

4. 4. What is a group of off-licences called that are owned by the same company and have several branches spread across the country?

   A franchiseAn off-licence chainAn independent retailer
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   An off-licence chain

   A chain has many branches with the same name and formula, all owned by one parent company. In a franchise each shop has its own owner.

5. 5. In which of the following situations is coherent communication demonstrated?

   Welcoming the guest with arms crossedWelcoming the guest with a smileWelcoming the guest while rolling the eyes
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   Welcoming the guest with a smile

   Your words and your body language should match. A friendly welcome goes with a smile, not with crossed arms or rolling eyes.

6. 6. What kind of complainant is someone who complains for the sake of complaining?

   A demanding guestAn impression makerA sorehead
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   A sorehead

   A sorehead (in Dutch: zeurpiet) complains out of personal frustration and mainly wants to tell his story. He does not expect anything in return.

7. 7. What is the relationship within communication about?

   How something is saidWhy something is saidWhat is being said
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   How something is said

   Every message has content and a relationship part. The content is what you say; the relationship is shown by how you say it.

8. 8. What kind of complaint is expressed in the following situation? A guest at the hotel reception desk: "It was far too busy in the little restaurant on the corner."

   A justified complaintAn unjustified complaintA subjective complaint
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   An unjustified complaint

   The complaint is about another restaurant, not about the hotel or its staff. A complaint that has nothing to do with your own business is unjustified.

9. 9. In which situations can the employee best request a colleague to take over the conversation with a guest?

   When the employee is afraid or has finished workWhen the employee is emotionally involved or afraidWhen the employee has finished work or is emotionally involved
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   When the employee is emotionally involved or afraid

   A colleague should take over when the conversation is no longer professional, for example when you get emotional or feel afraid. Your shift ending is not a reason to hand over a conflict.

10. 10. Which selection criterion should NOT be included in the door policy?

    Selection based on behaviourSelection based on genderSelection based on age
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    Selection based on gender

    You may refuse guests because of their age or their behaviour. Refusing someone because of their gender is discrimination, and that is not allowed in the Netherlands.

11. 11. An employee demands a drunk guest to leave the hotel and catering establishment. What should the employee do if the guest does not leave voluntarily?

    Arrest and hand over the guest to the policePoint out to the guest that there is a witnessDemand the guest to leave the hotel and catering establishment for a second time
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    Demand the guest to leave the hotel and catering establishment for a second time

    If a guest will not leave by choice, you formally demand that he leaves, and you do this twice. If he still stays after that, he commits trespassing and you call the police.

12. 12. Which part of a statutory article is contained in the following text? 'It is forbidden for persons under the age of 16 to perform work-related duties in an off-license and/or hotel and catering establishment while alcohol is being provided.'

    QualificationNormSanction
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    Norm

    The norm is the part of a law that tells you what you must do or must not do. This text only says what is forbidden, so it is the norm. It does not name a punishment or the name of the offence.

13. 13. After giving the guest a chance to respond, what is the next step when trying to convert the guest's obstructive behaviour?

    Give reasonsShow understandingRequest cooperation
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    Show understanding

    First you let the guest react. Then you show understanding for that reaction, so the guest feels heard. After that you give reasons and ask for cooperation.

14. 14. What kind of behaviour is the guest showing in the example below? A bartender addresses a guest because the guest has drunk too much. The guest says:'' I haven't had too many drinks at all."

    A1 behaviourA2 behaviourB2 behaviour
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    A2 behaviour

    With A2 behaviour the guest denies what you noticed, for example by saying he has not had too much to drink. A1 is making excuses and B2 is criticising the enforcement.

15. 15. What kind of behaviour is the guest showing in the example below? A guest says to a bartender:''I would love to go to bed with you.''

    A behaviourB behaviourC behaviour
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    C behaviour

    Inviting someone to have sex is a form of sexual harassment. Sexual harassment is aggressive behaviour aimed at the person, which is C behaviour.

16. 16. What is the criminal behaviour of the guest called in the example below? A guest mentions that he will head outside to smoke a cigarette before dessert arrives. It however turns out that the guest has left the establishment. Without having paid.

    ExtortionBlackmailDine & dash
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    Dine & dash

    Eating and drinking and then leaving without paying is called dine and dash (in Dutch: flessentrekkerij). It is a form of deception: the guest deliberately misleads you so he does not have to pay.

17. 17. Which part of step 1 of the Public offence discussion model does the manager forget to mention in the example below? A manager sees that a guest deliberately throws a glass to pieces. The manager approaches the guest and says: ''I see that you're throwing glass on the floor on purpose. I would like to ask you to stop.''

    State the ruleDescribe the guest's behaviourAsk the guest to cooperate
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    State the rule

    Step 1 has three parts: describe the behaviour, state the rule and ask for cooperation. The manager describes the behaviour and asks the guest to stop, but does not say which rule is being broken.

18. 18. Which step in the Aggression and violence model is the following statement an example of? ''Sir, you are cursing at me.''

    Describe the behaviourCall to orderGive a warning
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    Describe the behaviour

    Saying out loud what the guest is doing, such as cursing at you, is the step called describing the behaviour. It comes after ignoring and before calling the guest to order.

19. 19. What should an employee do after indicating the rule according to the first step of the Saying no discussion model?

    Offer an alternativeGive reasonsShow understanding
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    Offer an alternative

    In the first step you show understanding, state the rule and then offer an alternative, for example a soft drink instead of alcohol. Giving reasons comes later, when you respond to the guest's reaction.

20. 20. What is an inadvisable reaction to a justified complaint?

    Handle the complaintDownplay the complaintCompensate for the complaint
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    Downplay the complaint

    Downplaying a complaint tells the guest that the problem is smaller than they think. This makes the guest feel they are not taken seriously, so you should never do it.

21. 21. Who displays responsible behaviour in the example below? Each day, Alfred consumes one alcoholic beverage. In one evening, Bas consumes a large amount of alcoholic beverages in a short time, and does not drink the rest of the evening. In one evening, Claire consumes two alcoholic and two non-alcoholic beverages.

    AlfredBasClaire
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    Claire

    Claire drinks in moderation and switches between alcoholic and non-alcoholic drinks, which is responsible drinking. Drinking every day, like Alfred, or a lot in a short time, like Bas, is not.

22. 22. Which statement regarding a standard whisky glass filled with whisky and a standard beer glass filled with beer is correct?

    The standard glass with whisky contains more alcohol than the standard glass with beerThe standard glass with whisky contains less alcohol than the standard glass with beerThe standard glass with whisky and standard glass with beer contain approximately the same amount of alcohol
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    The standard glass with whisky and standard glass with beer contain approximately the same amount of alcohol

    Every type of drink has its own standard glass. A small glass of strong whisky and a large glass of weaker beer contain about the same amount of pure alcohol.

23. 23. Who monitors whether employees of an off-license ask for ID when in doubt about a customer's age?

    The special investigating officerThe Netherlands Food and Consumer Product Safety AuthorityThe police
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    The special investigating officer

    Special investigating officers (BOA's) check bars and off-licences on behalf of the municipality. One of the things they check is whether staff ask for ID when they are unsure about age.

24. 24. What is an effect of having a BAC between 0 to 0.5 per-mille?

    A red and swollen faceA warm feelingReduced appetite
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    A warm feeling

    At 0 to 0.5 per mille people get a warm feeling and often more appetite. A red and swollen face only appears at a much higher level.

25. 25. Weed is made from which part of the hemp plant?

    The flower budsThe resinThe stalks
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    The flower buds

    Weed is made by drying and crumbling the flower buds of the hemp plant. Hash is made from the resin of the same plant.

26. 26. Which of the following drugs can cause the user to become sexually aroused?

    CocaineGHBWeed
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    GHB

    GHB can make users feel cheerful and relaxed and can cause sexual arousal. It can also cause nausea, vomiting and loss of consciousness.

27. 27. Which of the following drugs is an ingredient in space cake?

    CocaineHashSpeed
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    Hash

    Hash and weed can be smoked, but they can also be mixed into food, for example in space cake or hash chocolates.

28. 28. What determines the classification of a drug as a hard or soft drug?

    The availability on the illegal marketThe harmfulness to healthThe effect on the user
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    The harmfulness to health

    Hard drugs are more harmful to your health than soft drugs. That is why drugs are divided into hard drugs and soft drugs.

29. 29. A guest has enlarged pupils and firmly clenches his jaws. Which drug has this guest probably used?

    HashGHBSpeed
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    Speed

    Speed makes the pupils larger and causes stiff jaws, because users keep their teeth clenched. Hash and GHB do not cause these effects.

30. 30. What effect can the smoking of tobacco have on the body?

    Increased fatigueReduced blood pressureIncreased heart rate
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    Increased heart rate

    Smoking tobacco makes the heart beat faster and raises blood pressure. Smokers also feel less tired, not more tired.

31. 31. An employee addresses a guest according to the Public offence discussion model. He says to the guest: '' I see that you are smoking a cigarette inside. May I request that you do not smoke indoors''. Which part of step one did the employee forget?

    Ask for cooperation from the guestState the ruleDescribe the guest's behaviour
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    State the rule

    In the first step of the Public offence model you describe the behaviour, state the rule and ask for cooperation. The employee did not say which rule applies, for example that smoking is not allowed indoors.

32. 32. According to Dutch law, what is the minimum age for the sale of tobacco products?

    16 Years18 Years21 Years
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    18 Years

    In the Netherlands you may not sell or give tobacco products to anyone under 18. This also applies to e-cigarettes, with or without nicotine.

33. 33. What is the maximum bet per game for a gaming machine in a hotel and catering establishment?

    € 0.20€ 0.50€ 1.00
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    € 0.20

    Gaming machines in bars and restaurants are limited by law. You can bet at most 0.20 euro per game.

34. 34. What is a characteristic of responsible gambling behaviour?

    Play to winPlay for the gamePlay without a time limit
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    Play for the game

    A recreational player plays for fun and for the game itself, not to win money. They also set a limit on time and money in advance.

35. 35. Which of the examples below is characteristic of a tunnel effect when a guest is playing a gaming machine?

    The guest reacts aggressively to other guestsThe guest responds emotionally when addressedThe guest does not respond when addressed
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    The guest does not respond when addressed

    A player with a tunnel effect only focuses on the game and notices nothing else. That is why he may not react when you speak to him.

36. 36. Which form of gambling is most prevalent in the hotel and catering industry?

    Gambling with lotteriesGambling with card gamesGambling on gaming machines
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    Gambling on gaming machines

    There are many kinds of gambling, such as lotteries and card games. In bars and restaurants you mostly find gaming machines.

37. 37. Which statement about the Company Emergency Response Team (CERT) is correct?

    The employer is obliged to arrange a CERTThe number of Emergency Response Officers is legally determinedThe Working Conditions Act states how a CERT should be arranged
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    The employer is obliged to arrange a CERT

    Every employer must arrange emergency response in the company. The law does not say how many emergency response officers you need or exactly how to arrange it.

38. 38. What should the minimum floor area of a hotel and catering establishment be?

    25 Square metres30 Square metres35 Square metres
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    35 Square metres

    The Alcohol Act says a bar or restaurant must have a floor area of at least 35 square metres. The municipality may set a higher minimum.

39. 39. Which statement about cameras is correct?

    Cameras must be checked annually by a certified companyCameras solve safety problems for hotel and catering establishmentsThe presence of cameras must be clearly indicated to guests
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    The presence of cameras must be clearly indicated to guests

    Guests have the right to know they are being filmed, so you must show this with signs or stickers at the entrance. Cameras help with safety, but they do not solve all problems on their own.

40. 40. For how many persons do you require an environmental permit for fire-safe use of an overnight accommodation?

    11 Persons16 Persons21 Persons
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    11 Persons

    You need an environmental permit for fire-safe use when you offer overnight stays to more than ten people. So the permit is required from 11 people.