Deck 15: Meals, Satisfaction, and Accountability

Question 1

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

Answer 1

C

Question 2

Quality attributes of food include all of the following EXCEPT

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

Answer 2

B

Question 3

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

Answer 3

True

Question 4

MATCHING. Choose the item in column 2 that best matches each item in column 1.

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

Question 5

A product standard

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

Question 6

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

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

Question 7

A walk-through customer satisfaction audit

A) is an example of a preference sensory test.
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 a technique used to share customer satisfaction information with new customers.

Question 8

MATCHING. Choose the item in column 2 that best matches each item in column 1.

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

Question 9

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) Acceptance sensory test with a consumer panel.
D) Discrimination sensory test with a trained panel.

Question 10

Evaluation of the taste and juiciness of a product is termed

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

Question 11

MATCHING. Choose the item in column 2 that best matches each item in column 1.

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

Question 12

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

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

Question 13

The Job Descriptive Index was designed to measure

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

Question 14

Menu engineering

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

Question 15

Mystery shoppers

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

Question 16

The CREST Report

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

Question 17

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) consider increasing the price of this item.
C) eliminate this item from the menu.
D) ignore this item and focus attention on increasing the popularity of other items.

Question 18

Customer comment cards

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

Question 19

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

A) personality
B) values
C) social influence
D) work situation
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Question 20

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

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

Question 21

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

Question 22

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

Question 23

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

Question 24

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

Question 25

A menu engineering analysis focuses on food popularity and profitability

Question 26

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

Question 27

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

Question 28

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