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This quiz consists of 5 multiple choice and 5 short answer questions through Part 3, Twenty Million New Customers Are Worth Taking a Risk For and You Can Grow Big and Stay Small.

Multiple Choice Questions

1. Which one of the following is an example of how Starbucks changes to cater to the needs of customers?
(a) Hiring more employees to serve customers faster.
(b) Making their stores bigger for increased safety.
(c) Replacing all sugar packets with a healthy alternative.
(d) Including low fat or skim milk in their drinks.

2. Which shoe company did Scott Bedbury work at before joining Starbucks?
(a) Converse.
(b) Adidas.
(c) Nike.
(d) Keds.

3. Which insect does Vincent Eades use in a metaphor to describe the Starbucks way of doing things?
(a) Spider.
(b) Grasshopper.
(c) Ant.
(d) Butterfly.

4. What approach does Howard take when dealing with customer requests?
(a) He does not have the time to listen to them.
(b) He believes a company should do anything in its power to honor customer requests.
(c) He will listen to them and then explain to the customer why the company does not accept customer requests.
(d) He will listen to them, but admits that most of them cannot be fulfilled.

5. What term does Howard use to replace "employees" after the introduction of the employee stock option?
(a) Investors.
(b) Partners.
(c) Co-owners.
(d) Team members.

Short Answer Questions

1. Which company did Jeff Brotman found before helping Howard with Starbucks?

2. What year does Howard first meet with Pepsi to discuss the mass distribution of Starbucks products?

3. What year did Howard open Starbucks stores in Philadelphia, Austin, and Pittsburgh?

4. When does Howard travel back to New York to see his father?

5. Where was the third Il Giornale store opened?

(see the answer key)

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