1. The first paragraph of a news article should answer the questions who, what, where and when. List the who, what, where and when of this news item. (NOTE: The remainder of a news article provides details on the why and/or how.)

2. How did the employee reply to customer Alexandria Montgomery’s request to speak to a manager?

3. a) What did the employee suggest the customer should do to be able to purchase food?
b) From paragraph 7: “Two other Taco Bell workers approached the drive thru window when they heard the altercation, but apparently they did not try to help the customer.” What do you think of these employees’ response?

4. a) How did the manager respond to Ms. Montgomery’s phone call the next day?
b) What do you think of the manager’s response?

5. a) How did Taco Bell corporate office respond to Ms. Montgomery’s concerns over her experience?
b) What do you think of corporate’s response?

6. Watch the interview with Ms. Montgomery, as well as the 3-minute video she took while at the Taco Bell drive through.
a) How would you have reacted if you had experienced Ms. Montgomery (and her passenger's) denial of service?
b) Do you think the employee should have been fired? Explain your answer.

7. Should employees in the U.S. be required to speak English to their customers (and to their fellow employees), or should the customers be required to learn the language of the employees? (Spanish, Portuguese, Chinese [Mandarin or Cantonese], Hindi, Urdu, Arabic, Korean, et al). Explain your answer.