Deck 15: Meals, Satisfaction, and Accountability

Question 1

MATCHING.

A)identifies whether consumers like a food product
B)determines differences among food products
C)provides information about sensory characteristics such as taste and texture
Descriptive sensory test

Answer 1

C

Question 2

If a foodservice manager wants to determine the likelihood that customers would purchase a new product,which of the following would be best to use to gain information for that decision?

A)discrimination sensory test with a consumer panel
B)description sensory test with a trained panel
C)discrimination sensory test with a trained panel
D)acceptance sensory test with a consumer panel

Answer 2

D

Question 3

Quantity of meals refers to the number of meals prepared for service.

Answer 3

True

Question 4

Which of the following is thought to have the greatest influence on an employee's level of job satisfaction?

A)social influence
B)work situation
C)personality
D)values

Question 5

MATCHING.

A)identifies whether consumers like a food product
B)determines differences among food products
C)provides information about sensory characteristics such as taste and texture
Acceptance sensory test

Question 6

Menu engineering:

A)focuses on the popularity and contribution to profit of menu items.
B)provides managers with ways to evaluate the quality of menu items.
C)is a computerized software program for menu planning.
D)is a technique for measuring customer satisfaction in a foodservice operation.

Question 7

Which of the following is not true about a mystery shopper?

A)mystery shoppers act as a customer and complete an evaluation of their experience
B)mystery shoppers are not identified in advance to the staff serving them
C)mystery shoppers can motivate employees to improve performance
D)mystery shoppers are typically managers in the organization

Question 8

Mystery shoppers:

A)usually provide a fairly comprehensive evaluation of the foodservice operation.
B)tend to be regular customers at a foodservice operation.
C)usually are known to the manager but not the staff.
D)are customers who are asked to provide an exit interview with the manager upon completion of their dining experience.

Question 9

A manager of a cook-chill commissary operation is interested in determining the optimum storage time for chilled soups and has decided to use sensory evaluation to gather needed product evaluation information.The preferred sensory testing would be:

A)discrimination or description testing by a consumer panel.
B)preference or acceptance testing by a consumer panel.
C)discrimination or description testing by a trained panel.
D)preference or acceptance testing by a trained panel.

Question 10

The Job Descriptive Index was designed to measure:

A)productivity of foodservice employees.
B)resources needed to staff a foodservice operation.
C)service skills of restaurant waitstaff members.
D)employee job satisfaction.

Question 11

In a menu engineering analysis,items that are categorized as puzzlers are ones that are:

A)items that are neither profitable nor popular.
B)items that are popular and profitable.
C)items that are profitable but not popular.
D)items that are popular but not profitable.

Question 12

A product standard:

A)provides detailed instructions for preparation of a product.
B)includes information on the quality of ingredients in a product.
C)details HACCP guidelines for preparation of a safe food product.
D)defines what is expected of a food product.

Question 13

MATCHING.

A)identifies whether consumers like a food product
B)determines differences among food products
C)provides information about sensory characteristics such as taste and texture
Discrimination sensory test

Question 14

Evaluation of the taste and juiciness of a product is termed ________.

A)physical evaluation
B)sensory evaluation
C)chemical evaluation
D)specification evaluation

Question 15

A walk-through customer satisfaction audit:

A)is a technique used to share customer satisfaction information with new customers.
B)involves the manager observing and evaluating the food and service.
C)focuses on food safety with the manager and food safety inspector.
D)is an example of a preference sensory test.

Question 16

The CREST Report:

A)is a national level report of restaurant customer satisfaction.
B)focuses on employee satisfaction in the foodservice industry.
C)is a compilation of focus group interviews with college and university students.
D)provides benchmark data for hospital patient customer satisfaction.

Question 17

Customer comment cards:

A)usually are handed out by the manager to ensure customer completion.
B)tend to be lengthy so as to gather extensive information from customers.
C)usually provide a comprehensive assessment of customer service.
D)may give a distorted view of overall customer satisfaction.

Question 18

Customer satisfaction is part of which component in the foodservice systems model?

A)input
B)feedback
C)transformation
D)output

Question 19

Quality attributes of food include all of the following EXCEPT ________.

A)price
B)nutrition
C)microbiological factors
D)flavor

Question 20

If a menu item is categorized as highly popular but low in contribution to profit,the foodservice manager should:

A)promote this item to continue to increase its sales.
B)ignore this item and focus attention on increasing the popularity of other items.
C)eliminate this item from the menu.
D)consider increasing the price of this item.

Question 21

Quality desired in food products ingredients should be included in food specifications.

Question 22

A menu engineering analysis focuses on food popularity and profitability.

Question 23

The framework for reporting financial data is termed the Uniform Systems of Accounts.

Question 24

The preferred sensory test to differentiate three or more samples on the basis of a characteristic such as moistness is the paired comparison test.

Question 25

Employee satisfaction is defined as the beliefs and feelings an employee has about his/her job.

Question 26

Underproduction of food can result in increased costs and decreased customer satisfaction.

Question 27

Affective sensory testing of food products involves evaluation of differences in quality by a consumer panel.

Question 28

Menu mix reflects a menu item's contribution to profit in a foodservice operation.