Question 1

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  False

Question 2

Customer comment cards

Accepted Answer

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. 
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. C

Question 3

MATCHING.
-Descriptive sensory test

Accepted Answer

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 
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 A

Question 4

Evaluation of the taste and juiciness of a product is termed

Accepted Answer

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

Question 5

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

Accepted Answer

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 
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 6

Mystery shoppers

Accepted Answer

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. 
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 7

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

Accepted Answer

A)  personality 
B)  values 
C)  social influence 
D)  work situation
156 
A)  personality 
B)  values 
C)  social influence 
D)  work situation
156

Question 8

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

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

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

Accepted Answer

A) True 
 B)False

Question 11

The CREST Report

Accepted Answer

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. 
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 12

A product standard

Accepted Answer

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. 
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 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)  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. 
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 14

A walk-through customer satisfaction audit

Accepted Answer

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. 
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 15

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

Accepted Answer

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 
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 16

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

Accepted Answer

A) True 
 B)False

Question 17

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

Accepted Answer

A) True 
 B)False

Question 18

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

Accepted Answer

A) True 
 B)False

Question 19

MATCHING.
-Discrimination sensory test

Accepted Answer

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 
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

Question 20

Quality attributes of food include all of the following EXCEPT

Accepted Answer

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

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

Customer comment cards

MATCHING. -Descriptive sensory test

Evaluation of the taste and juiciness of a product is termed

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

Mystery shoppers

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

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

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

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

The CREST Report

A product standard

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

A walk-through customer satisfaction audit

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

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

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

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

MATCHING. -Discrimination sensory test

Quality attributes of food include all of the following EXCEPT

Systems Approach to a Foodservice Organization

Managing Quality

The Menu

Food Product Flow

Procurement

Food Production

Distribution and Service

Safety, Sanitation, and Maintenance

Management Principles

Leadership and Organizational Change

Decision Making, Communication, and Balance

Management of Human Resources

Management of Financial Resources

Marketing Foodservice

Filters

Exam 15: Meals, Satisfaction, and Accountability

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

Customer comment cards

MATCHING. -Descriptive sensory test

Evaluation of the taste and juiciness of a product is termed

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

Mystery shoppers

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

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

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

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

The CREST Report

A product standard

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

A walk-through customer satisfaction audit

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

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

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

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

MATCHING. -Discrimination sensory test

Quality attributes of food include all of the following EXCEPT

Systems Approach to a Foodservice Organization

Managing Quality

The Menu

Food Product Flow

Procurement

Food Production

Distribution and Service

Safety, Sanitation, and Maintenance

Management Principles

Leadership and Organizational Change

Decision Making, Communication, and Balance

Management of Human Resources

Management of Financial Resources

Marketing Foodservice

Filters