Foundation Exam 2020 PDF

Foundation Exam 1 Which of the following is NOT a phase of service encounter with passengers? Follow-up or problem resolution by crew. Refer the problem to the complex leader. Concluding the interaction. Taking ownership of the situation. 2 What are the uses of...

Foundation Exam 1 Which of the following is NOT a phase of service encounter with passengers? Follow-up or problem resolution by crew. Refer the problem to the complex leader. Concluding the interaction. Taking ownership of the situation. 2 What are the uses of the large black melamine tray in YCL? I. As a base for distributing ice cream II. As a base for serving WBJ. III. As a base for serving passengers on an ad-hoc basis. IV. As a base for distributing hot towels. I and III I, II, III and IV I, II and IV III and IV 3 Crew are to update the following details in 'Employee Self Service (ESS) except for changes to their _________. address rank marital status US visa 4 Select the best statement that describes 'Brunch'. Features breakfast entree and dessert. Served on flights departing before 0900 hrs with a minimum flight time of 3 hours. Served on flights departing between 1030 hrs and 1400 hrs with a flight time of at least 4 hours. Features a reduced number of courses and may be served as a second meal. 5 The term 'gratinating' refers to ________________. quick cooking in a hot pan/wok until the food develops a crusty texture cooking in an oven cooking with little liquid in a covered pot browning the surface of food that has been coated with cheese and/or breadcrumbs 6 In which of the following situations will amenity kits be distributed to YCL passengers? On overnight flights with flight time at least 5 hours, except for certain flights where amenity kits are distributed on request.  On day flights with a flight time at least 5 hours and overnight flights with a flight time at least 8 hours. On long haul flights with a block time that exceeds 6 hours. On all flights departing after 1730hrs with a flight time of more than 3 hours 7 Passengers can purchase cigarettes through KrisShop mail order service. True False Light meal 8 Singapore Airline's logo is a stylised version of a bird in rich gold coloured that symbolises ____________. A380 Aircraft Flight SOAR 9 The ice tong is used for _____________. I. distributing and collecting towels II. removing coffee and tea pouches from the flask after brewing III. picking up ice during drink cart service IV. picking biscuits II and III II, III and IV I, II and IV I, II, III and IV 10 Service the SIA way is defined as _______________. meeting and exceeding passengers' needs and expectations resulting in customer satisfaction delivering service of the highest quality according to strict procedures set by the Company a process of winning back customers who have been mishandled inconvenienced as a result of service failure being a service champion and making SIA the undisputed industry leader 11 Mrs Sivarani has requested for a strict Indian vegetarian without onions and garlic. Which of the following will be her SPML request? AVML VJML HNML VLML 12 In YCL, if a mother wishes to breast-feed her baby in privacy, crew should ________________ offer a row of empty seats explain to the mother that there is no specific area for breast-feeding and offer to prepare a bottle of milk for the baby escort the mother and baby to an unoccupied lavatory  escort the mother and baby to First/Business class 13 When in uniform, a wrist watch must be worn True False 14 Select the statement that best describes the alcoholic product, Gin. Made from fermented sugar cane. Flavoured with juniper berries. Includes Bourbon and Scotch. Colourless, originally made from potatoes. 15 Which statement is true with regards to wearing of rings? Rings can be worn on all fingers except the thumb Rings with a width below 2 cm may be worn Rings can be set with diamonds or any coloured stones The maximum height setting of rings should be 1 cm 16 Which of the following statements is FALSE? Drink cart service is conducted in YCL. Hot beverages are not served during WBJ service. Bar order drink is conducted in JCL. Orange juice is served during WBJ. 17 Mr Tan's request for GFML was not uplifted. You can offer him sandwiches and muffins as alternatives. False True 18 If a passenger found a piece of chipped porcelain in his main course, this incident should be recorded in the ______________. Cabin Defect Log Cabin Crew Voyage Report Flight Record Accident Report 19 Which of the following are SIA Service Attributes? I. Warm II. Professional III. Loyal IV. Enterprising I, II and III I, II and IV I, II, III and IV II and III 20 Identify the correct base liquor for the cocktail, Screwdriver.  Bourbon Vodka Gin Rum 21 Which one of the following could be recommended as an aperitif? Cognac Campari Bailey's Original Irish Cream Vodka 22 Select the statement that describes the food term, 'Brochette'. Cut from tenderloin. Thin boneless slice of meat. Round slice of meat without bone. Food on skewer. 23 A passenger complains of migraine and requests for some medication for his headache. Identify the steps when attending to his request. I. Identify the ailment of the passenger and prescribe the appropriate medication in the required dosage. II. Inform the passenger about the medicine available and ask him for his choice. III. When serving medicine, show the passenger the container of the medicine selected and highlight the directions written on the container. IV. Page immediately for assistance from any medical personnel onboard. I and IV I and II III and IV II and III 24 Veragel-DMS is available for a passenger who is suffering from ________. fever gastric pain diarrhoea air sickness 25 Select the statement that describes the food term, 'Escalope'. Cut from tenderloin. Round slice of meat without bone. Thin boneless slice of meat.  Food on skewer. 26 When conducting take-off/landing safety checks, we should _________________. tell the passenger, "Sir, you are putting the lives of other passengers at risk by using your mobile phone." inform passengers to put away tray tables and return to ensure that the instruction is complied with. insist that passengers comply with the instructions immediately. allow the passengers to keep the window shades down as we do not want to interrupt their rest 27 When a passenger leaves behind an item onboard a flight into SIN, which statement is TRUE? Crew can handover the item to SATS Lost & Found, located at the Arrival Hall before Customs clearance In the event there is no ground or SATS police personnel, crew can call the SATS Police. Crew should keep the item but ensure that the information is recorded in the CCVR. The item should be handed to SATS police. 28 Select the best statement that describes 'Lunch'. Served on flights departing between 1030 hrs and 1400 hrs with a flight time of at least 4 hours. Features a reduced number of courses and may be served as a second meal. Features breakfast entree and dessert. Served on flights departing before 0900 hrs with a minimum flight time of 3 hours. 29 Identify the correct base liquor for the cocktail, Alspritzer. Rum Vodka Bourbon Gin 30 The Occupied Seat List helps crew to attend to passengers' requests for seat change. Which of the following statement is INCORRECT? '$' denotes expensive seats 'X' denotes unoccupied seats 'E' denotes extra seat checked in (e.g. for musical instrument) 'L' denotes unoccupied but least preferred seats 31 Which of the following statements are true regarding SPMLs? I. Muslim passengers with MOML requests can be served meals containing truffles. II. Dairy products and chicken can be featured together in a KSML. III. Passengers with DBML requests must be informed at least 30 minutes before being served the meal so that they can take their medication. IV. NLML is suitable for a person who is lactose intolerant. I, II, III and IV  II and IV III and IV I, II and IV 32 Select the statement that describes the food term, Supreme. Cubes of meat. Thin strips of vegetables. Breast of chicken. Side of fish without bones. 33 Which of the following is the appropriate way of referring to a WCHC passenger? "This is the passenger who uses a wheelchair." "This is the wheelchair passenger." "This is the WCHC." "This is the wheelchair-bound passenger." 34 The _______________ is a document used to record incidents in the aircraft both on ground and during the flight. Cabin Cleanliness Log Cabin Crew Voyage Report Cabin Defect Log IFE Defect Log 35 Besides being able to select from a standard menu with three meal choices, Passengers travelling in Premium Economy class may also select from the Premium Economy Book the Cook service. True False 36 Which statement is NOT true with regards to the display of Staff ID when in uniform? The use of plastic holders with the logos of other airlines/companies is NOT permitted;only company or union issued ones are permitted The Staff ID must be clipped on the left hand side of the uniform The Staff ID can be worn on a strap hung around the neck Only clear or transparent plastic holders with white/black/dark blue clips may be used 37 The tier indication for Kris Flyer/PPS passengers can be found in the___________________ General Declaration (GD) Load Sheet Cargo Manifest On Board Service List (OSL) 38 The correct city name for the 3-letter code, MAA is: Narita  Melbourne Chennai Male 39 Passengers travelling in Premium Economy class will be offered Champagne, in addition to a selection of curated wines, throughout the flight. True False 40 Mr Wang wanted his Bloody Mary to be more spicy. Which one of the following ingredients would you add more to his drink? Chilli Sauce Angostora Bitters Tabasco Sauce Tomato Juice 41 SIA was the first airline to fly the A380 and launched the A380 on the Singapore to Sydney vv sector on __________. October 2007 October 2009 June 2006 September 2008 42 The Cabin Crew Accident Report (CCAR) is deposited into the box marked 'Accident Reports' located in Control Centre at the end of the flight by the ___________. SATS Ground Staff Commander CIC Duty Manager 43 Which of the following is considered as a dressing that is not emulsified? Thousand Island Dressing Italian Dressing Honey Mustard Dressing Cocktail Dressing 44 Which of the following alcoholic drinks have vodka as its liquor base? I. Bloody Mary II. Alspritzer III. Screw Driver IV. Singapore Sling I , II and III I and II I and III I, II, III and IV 45 The South West Pacific regions refers to stations such as ________. Los Angeles, New York, San Francisco and Houston Athens, Barcelona, Milan and Copenhagen Auckland, Brisbane, Melbourne and Perth Cairo, Cape Town, New Delhi and Dubai 46 Which of the following statements is INCORRECT? An officer of the Airport Authority responsible for certification, licensing or inspection can be admitted into the flight deck. Requests from passengers to enter the cockpit to take photographs cannot be acceded to due to security concerns. The flight commander must ensure that no person other than the crew members assigned to the flight can be admitted into the flight deck. Off duty cabin crew are not allowed to occupy the jump seat in the cockpit. 47 Select the statement that describes the food term, 'Noisette'. Thin boneless slice of meat. Cut from tenderloin. Food on skewer Round slice of meat without bone. 48 There are times when a mishandling results in passengers being inconvenienced. This is a time to demonstrate SIA's Core Values of _________ and _________ by admitting your mistake and showing your determination of making things right. Teamwork, Service Recovery Integrity, Customer-Focus Professionalism, Dedication Safety, Excellence 49 Airline alliances provide a network of connectivity and convenience for international passengers and packages. On 1 April 2000, SIA became a full member of the ______________. SkyTeam  FAA IATA Star Alliance 50 Which of the following statement is FALSE? SIA sandals can be worn with civilian clothes Covered shoes may be worn during winter season in overseas station when in uniform Handbag is not allowed to be used with civilian clothes Settings of rings must be below 0.75cm 51 Identify the correct base liquor for the cocktail, Bloody Mary. Bourbon Rum Vodka Gin 52 What are the uses of the small melamine bowl? I. As a base for containing dessert. II. As a base for serving sandwiches during ad-hoc requests. III. As a base for containing breadroll on a 2/3 size meal tray. IV. As a base for containing sweets when serving children. I and III II, III and IV II and IV I, II, III and IV 53 Identify the types of tea that are offered without sugar and milk. I. Green Tea II. Chinese Oolong Tea III. Earl Grey Tea IV. Darjeeling Tea I, II, III and IV III and IV I and II I, II and III 54 Which of the following statement is FALSE? Covered shoes may be worn during winter season in overseas station when in uniform SIA sandals can be worn with civilian clothes Handbag is not allowed to be used with civilian clothes Settings of rings must be below 0.75cm 55 Which of the following statement on the use of the bassinets are TRUE? I. Assemble the bassinet before take-off so that the baby can be secured for take-off. II. Advise the mother to hold the baby in her arms with the infant seat belt fasten during turbulence. III. Position the baby such that his/her head is away from the aisle. IV. During landing, the safety flaps of the bassinet must be zipped to ensure that the baby is secured. II I, II, III and IV I, II and IV II and III 56 Select the statement that best describes the alcoholic product, Vodka. Made from fermented sugar cane. Has the aroma of aniseed. Flavoured with juniper berries. Colourless, originally made from potatoes. 57 Which of the following statements on the completion of the Cabin Crew Accident Report is INCORRECT? It is raised by the CIC and endorsed by the Commander. It is raised by the next highest ranking crew if the CIC is the injured person and endorsed by the Commander. It is raised by the injured crew and endorsed by the CIC and Commander. It is raised by the Complex Leader and endorsed by the CIC and Commander. 58 When a passenger comments to you that the toy given to her child is defective, you should ________________. tell her that each child is only entitled to one toy as the flight is full offer her child a replacement from the children's amenities bag explain to her that it is the toy manufacturer's fault offer her child a pack of playing cards 59 Select the best statement that describes 'Breakfast'. Served on flights departing between 1030 hrs and 1400 hrs with a flight time of at least 4 hours. Served on flights departing before 0900 hrs with a minimum flight time of 3 hours. Features breakfast entree and dessert. Features a reduced number of courses and may be served as a second meal. 60 After Singapore's separation from the Federation of Malaysia, the governments from Malaysia and Singapore acquired joint control of the airline. The airline underwent a second name change and was renamed __________. Malaysia-Singapore Airlines Malayan Airways Malay-Singapore Airways Singapore Airlines 61 When in uniform, a maximum of 2 rings may be worn. They can be worn singly or together on any finger except the thumb and index finger. True False 62 Vegetarian Lacto-Ovo meals will not include ______________. egg and dairy products peas and lentils peppercorns and chillies dessert made from gelatine 63 What are some of the approved hairstyles for operating crew? Bob, Pixie, Chignon, French Twist, French Plait Pixie, Bob, Chignon, Wet Look Pixie, Bob, Chignon, Ponytail, French Twist Pixie, Bob, Chignon, Ponytail 64 The Singapore Airlines Suite is exclusively available on the __________. A380 A345-500 A330 B777-300ER 65 Select the statement that describes the food term, 'Tournedoes'. Food on skewer. Round slice of meat without bone. Thin boneless slice of meat. Cut from tenderloin. 66 Which of the following statements is FALSE? Securing passengers' satisfaction and exceeding their expectations at each service encounter is important. As a crew, we must actively look out for signs that may reveal a passenger who is in need of something. When a service professional is unable to accomodate a customer's request, he/she must know how to make up excuses so that the customer will not feel short-changed. Creating positive perception of service excellence allows our passengers to understand the situation when we are unable to accomodate their requests. 67 Identify which of the following are moist heat cooking methods. I. Poaching II. Baking III. Blanching IV. Sauteing I, II and IV  I, III and IV I, II I and III 68 Dairy products can be used for the preparation of VJML. False True 69 The 3 pillars of SIA's success are ______________. I. airline Mergers II. an extensive route network III. strategic alliances and investments IV. expansion of low cost routes V. modern fleet VI. focus on domestic market II, III and V I, III and VI IV, V and VI II, IV and V 70 The guideline to heat "Parsley Omelette with Chipolata" is __________. 25 minutes using Medium heat in steam oven 15 minutes using Medium heat in steam oven 30 minutes using Medium heat in steam oven 20 minutes using Dry heat in steam oven 71 This document is required for Inward/Outward clearance of the aircraft. It includes the following information: I. The operator of the airline. II. The date/point of departure. III. The number of passengers embarking/disembarking at departure/arrival stations. IV. The health declaration of all persons on board the aircraft/ Specific Customs, Immigration and Quarantine Forms (CIQ) General Declaration Onboard Service List Load Sheet 72 Select the best statement that describes 'Light Meal'. Served on flights departing between 1030 hrs and 1400 hrs with a flight time of at least 4 hours. Served on flights departing before 0900 hrs with a minimum flight time of 3 hours. Features breakfast entree and dessert. Features a reduced number of courses and may be served as a second meal. 73 When opening a bottle of red wine, you discover that the cork is slightly mouldy. Which of the following actions would you take? Wipe the inside of the bottle at the neck area to ensure that the mould is not 'served' with the wine. Serve the wine immediately as it is safe for consumption despite the presence of the mould. Chill the wine longer as it would inhibit the harmful effects of the mould. Discard the wine and raise a Cabin Crew Voyage Report (CCVR). 74 When attending to seat change requests, we should ____________. allow any passenger to take the emergency exit rows as it offers extra legroom allow passenger to take another empty seat if it is a single sector flight that is not full and would not cause seat duplication accomodate all requests as customer satisfaction is extremely important to us ask passenger to speak to the ground staff directly 75 What should we do when a passenger informs you that he was missed out during the dinner service and was not served his meal? Offer him a drink to calm him down and continue serving the rest of the passengers so as not to delay the dinner service for the other passengers. Politely explain to him that he was in the toilet during the dinner service so the fault is not ours. Quickly serve him with whatever meal choice that is left in the galley. Apologize to the passenger for missing him and ask him for his meal preference so that we can serve him his choice of meal immediately. 76 Percolated coffee should be served within 20 minutes of brewing to prevent the coffee from _________________. losing its caffeine content losing its chemical content and causing a stomach upset losing aroma turning sour 77 The difference between the YCL continental breakfast and breakfast is that ______________. Continental Breakfast does not have a choice of entree orange juice is not offered for continental breakfast the fruit appetiser is offered for breakfast only bread rolls are offered for breakfast only 78 Which of the following is INCORRECT regarding the handling of travel documents for UM? CIC will check and verify the documents during the handover of UM from the ground staff. The CIC will handover the travel documents to the complex leader where the UM is seated. The travel documents will be handed to the CIC by the ground staff. A CHML request is recorded in the 'Special Instructions' column of the acknowledgement form. 79 The correct city name for the 3-letter code, BNE is: Bangalore Brussels Fukuoka Brisbane 80 Which of the following items can be offered to a passenger whose KSML has not been uplifted? Lobster salad. Shrimp cocktail. Beef with herb cream sauce. Soft-boiled eggs. 81 Which of the following are privileges for the Priority Passenger Service Club member? I. Twice the normal baggage allowance of the class of travel. II. Use of the FCL area in the Silver Kris Lounge, regardless of class of travel. III. 10% discount on inflight sales and mail order items. IV. Guaranteed seats in Business Class on all SIA flights. I, II, III and IV I and III III and IV II and III 82 Veragel-DMS is available for a passenger who is suffering from ________. fever air sickness diarrhoea gastric pain 83 Select the best description that for the code, LCML. Does not contain nuts or nut derivatives. Veal must not be used. Fruits and vegetables constitute the bulk of the meals. Seafood constitutes the bulk of the meals. 84 Passengers travelling on select flights from Singapore to __________ on 09 August 2015 was the first to experience the _____________ class. Tokyo, Business Sydney, Premium Economy Tokyo, First Melbourne, Premium Economy 85 Which of the following is permitted for SIA stewardesses in uniform? Fake eyelashes more than 1cm Blue eyeliner Glittery frosted eye shadow Black / brown mascara 86 Which of the following is used to record aircraft equipment, cabin, toilet and galley defects? Cabin Defect Log Cabin Cleanliness Log Flight Record IFE Defect Log 87 Which of the following statements apply when managing UM? I. Crew should check on them regularly and assist in the completion of CIQ forms. II. During the meal service, UM should be served after all the other passengers so that crew will be able to assist to feed them. III. If the UM is seated in YCL, he⁄ she should disembark after all the F⁄JCL passengers. IV. UM should not be served any alcoholic drinks. II and IV I, III and IV I, II, III and IV I and II 88 Crew in uniform _______________. can use mobile phone when walking must not smoke in public at all times can smoke anywhere as long as permission is given from the Crew-in-Charge can smoke as long as they are seated 89 Which of the following is NOT a Core Value of SIA? Teamwork Integrity Customer-Focus Security 90 All Meet-and-Assist Services (MAAS) passengers will be catered special meals. True False 91 A hearing impaired passenger who needs a hearing aid is on the flight. What should the crew do when attending to this passenger? Speak loudly and clearly into the hearing aid of the passenger. Face the passenger and use hand gestures when speaking to him/her. Pay attention to the passenger by introducing the inflight movies and music. Tap the passenger lightly on the shoulder to get his/her attention. 92 When a passenger leaves behind an item onboard a flight into SIN, which statement is TRUE? Crew should keep the item but ensure that the information is recorded in the CCVR. The item should be handed to SATS police. Crew can handover the item to SATS Lost & Found, located at the Arrival Hall before Customs clearance In the event there is no ground or SATS police personnel, crew can call the SATS Police. 93 Select the statement that best describes the alcoholic product, Rum. Includes Bourbon and Scotch. Made from fermented sugar cane. Flavoured with juniper berries. Colourless, originally made from potatoes.