Question 1

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

Accepted Answer

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 2

A walk-through customer satisfaction audit:

Accepted Answer

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 3

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

Accepted Answer

A) True 
 B)False

Question 4

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

Accepted Answer

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

Question 5

The CREST Report:

Accepted Answer

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 6

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

Accepted Answer

A) True 
 B)False

Question 7

MATCHING. 
Choose the item that best Match the following:
-Descriptive sensory test

Accepted Answer

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 C

Question 8

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

Accepted Answer

A) True 
 B)False

Question 9

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

Accepted Answer

A) True 
 B)False

Question 10

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

Accepted Answer

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

Question 11

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

Accepted Answer

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

Question 12

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

Accepted Answer

A) True 
 B)False

Question 13

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

Accepted Answer

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. D

Question 14

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

Accepted Answer

A) True 
 B)False

Question 15

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?

Accepted Answer

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

Question 16

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

Accepted Answer

A) True 
 B)False

Question 17

A product standard:

Accepted Answer

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 18

Menu engineering:

Accepted Answer

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 19

Mystery shoppers:

Accepted Answer

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 20

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

Accepted Answer

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 D

Exam 15: Meals, Satisfaction, and Accountability

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

Correct AnswerverifiedShow Answer

A walk-through customer satisfaction audit:

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

The CREST Report:

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

MATCHING. Choose the item that best Match the following: -Descriptive sensory test

Correct AnswerverifiedC

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedD

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

Correct AnswerverifiedShow Answer

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?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

A product standard:

Correct AnswerverifiedShow Answer

Menu engineering:

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Mystery shoppers:

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

Correct AnswerverifiedD

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C

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D

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D