Fast Food and Food Court Crew Course (UK): Hot equipment and tough customers

1. Question 1 of 16

   What does HSE say you should follow when emptying a deep fat fryer?

   • AThe manufacturer's instructions
   • BNo rules, as long as you wear gloves
   • CWhatever is quickest
   • DThe advice of the most senior cook only
   Show answer

   Answer: A. The manufacturer's instructions

   HSE guidance on hot oil says to follow the manufacturer's instructions when emptying deep fat fryers.

2. Question 2 of 16

   Why should you shake ice crystals off frozen fries before lowering the basket into hot oil?

   • AIce makes the fries taste salty
   • BIt makes no difference
   • CWater makes hot oil spit and bubble up, which can cause burns
   • DIce damages the basket
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   Answer: C. Water makes hot oil spit and bubble up, which can cause burns

   Water and hot oil do not mix. Lower baskets slowly and shake off ice to reduce splashes.

3. Question 3 of 16

   A small fire starts in a fryer. What is the right first response?

   • AKeep cooking in the other basket
   • BRaise the alarm and turn off the heat if it is safe to do so
   • CCarry the fryer basket outside
   • DThrow a jug of water on it
   Show answer

   Answer: B. Raise the alarm and turn off the heat if it is safe to do so

   Water on burning oil can cause a fireball. Raise the alarm and only use a fire blanket or the right extinguisher if you are trained.

4. Question 4 of 16

   A coworker burns their hand on a hot tray. What does NHS first aid advice say to do?

   • ACool the burn under cool running water for 20 minutes
   • BWrap it in a dry towel straight away
   • CPut butter on it
   • DCool it for 1 minute, then cover it tightly with a bandage
   Show answer

   Answer: A. Cool the burn under cool running water for 20 minutes

   The NHS advises cooling a burn with cool running water for 20 minutes, as soon as possible.

5. Question 5 of 16

   After cooling a burn, what does NHS advice say about covering it?

   • AWrap cling film tightly around the limb several times
   • BCover it with a cream first
   • CLeave it open near the fryer
   • DLay cling film over it, without wrapping it around
   Show answer

   Answer: D. Lay cling film over it, without wrapping it around

   Cling film laid over the burn protects it. Do not wrap it around, and do not put creams, oils or butter on burns.

6. Question 6 of 16

   You drop a knife while prepping vegetables. What should you do?

   • AKick it away from you
   • BStep back and let it fall
   • CGrab it by the blade
   • DTry to catch it before it lands
   Show answer

   Answer: B. Step back and let it fall

   Catching a falling knife often causes deep cuts. Let it land, then pick it up by the handle.

7. Question 7 of 16

   How does HSE define work-related violence?

   • AAny incident in which a person is abused, threatened or assaulted in circumstances relating to their work
   • BOnly physical attacks that need hospital treatment
   • COnly arguments between coworkers
   • DOnly incidents involving weapons
   Show answer

   Answer: A. Any incident in which a person is abused, threatened or assaulted in circumstances relating to their work

   HSE's definition covers verbal abuse and threats as well as physical attacks.

8. Question 8 of 16

   A customer phones the store and threatens a crew member. Does this count as work-related violence?

   • ANo, only face-to-face incidents on the premises count
   • BOnly if the customer visits later
   • COnly if a crime is reported
   • DYes, threats by phone, online or in person all count
   Show answer

   Answer: D. Yes, threats by phone, online or in person all count

   HSE includes verbal abuse and threats made in person, online or by phone.

9. Question 9 of 16

   A customer is angry that their order was wrong. What should you do first?

   • AExplain politely that it was their own mistake
   • BWalk away to the kitchen
   • CTell them to calm down
   • DStay calm and listen without interrupting
   Show answer

   Answer: D. Stay calm and listen without interrupting

   Listening first lowers the temperature. People calm down faster when they feel heard.

10. Question 10 of 16

    Which behaviour helps to calm an upset customer?

    • AFolding your arms and saying "That's policy" until they stop shouting
    • BTouching their arm to reassure them
    • CSpeaking in a low, steady voice and explaining what you can do
    • DArguing about the facts loudly
    Show answer

    Answer: C. Speaking in a low, steady voice and explaining what you can do

    A calm voice, open body language and clear options help. Do not touch an upset customer.

11. Question 11 of 16

    A customer threatens to hit you and starts to come around the counter. What should you do?

    • AKeep serving the queue
    • BMove to a safe place, warn coworkers and call 999
    • CGrab them to stop them
    • DStand your ground to block them
    Show answer

    Answer: B. Move to a safe place, warn coworkers and call 999

    Your safety comes first. A threat of violence happening now is an emergency.

12. Question 12 of 16

    A customer swore at you but did not touch you, and you feel fine. Should you report it?

    • AOnly if the customer was a regular
    • BYes, report it so your employer can support you and improve safety
    • COnly if it happens three times
    • DNo, only physical attacks are reported
    Show answer

    Answer: B. Yes, report it so your employer can support you and improve safety

    HSE advises workers to report any violence or aggression, including verbal abuse.

13. Question 13 of 16

    Which of these does HSE expect employers to do about work-related violence?

    • AOnly act if the police are called
    • BLeave it to individual workers
    • CWait until someone is injured before acting
    • DAssess the risks, put controls in place and support workers after an incident
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    Answer: D. Assess the risks, put controls in place and support workers after an incident

    HSE lists assessing risks, controls, planning for incidents, recording and learning, and supporting affected workers, including witnesses.

14. Question 14 of 16

    What must an employer do before anyone works alone, such as on a late close?

    • AManage the health and safety risks of working alone
    • BInstall a radio, and nothing else
    • CAsk the worker to sign a waiver accepting all the risks themselves
    • DNothing, if the worker is over 18
    Show answer

    Answer: A. Manage the health and safety risks of working alone

    HSE says employers must manage health and safety risks before people work alone, including making sure they can get help quickly.

15. Question 15 of 16

    According to HSE, which workers may face a greater risk of violence and aggression?

    • AOnly people who work weekends and bank holidays
    • BLone workers and new or vulnerable workers
    • COnly workers in Scotland
    • DOnly managers
    Show answer

    Answer: B. Lone workers and new or vulnerable workers

    HSE notes that lone workers and new or vulnerable workers may be at greater risk.

16. Question 16 of 16

    At closing time, someone knocks on the locked door and asks to buy food. What is the safest action?

    • ALet them in quickly and lock the door behind them for safety
    • BOpen it if they look friendly
    • COpen it quickly to make the sale
    • DDo not open the door; politely signal that you are closed
    Show answer

    Answer: D. Do not open the door; politely signal that you are closed

    Opening locked doors after hours puts staff and cash at risk. Follow your closing procedure.

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