HTA 360 Final – Flashcards
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The 4 P's of marketing are: A) product, price, promotion, place B) plans, policies, procedures, programs C) procurement, production, placement, profit D) planning, proofing, producing, placing
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A) product, price, promotion, place
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A person's ethnicity, income, and education are referred to as _________ variables. A) geographic B) psychographic C) demographic D) behavioristic
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C) demographic
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Natural resources, population density, and subcultural values that influence a customer's product needs are referred to as __________ variables. A) behavioristic B) demographic C) psychographic D) geographic
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D) geographic
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Which of the following is an accurate comparison of products and services? A) services have homogeneity; products have heterogeneity B) services are produced at one point and sold at another; products are not C) services have tangible attributes; products do not D) services cannot be stored for future sale; products can
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D) services cannot be stored for future sale; products can
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The marketing environment is referred to as the: A) constraints within an organization that limit marketing options B) atmosphere created within the sales force to encourage product sales C) forces outside the organization that influence marketing activities
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C) forces outside the organization that influence marketing activities
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Having an effective marketing concept usually places primary emphasis on: A) employees doing their jobs correctly B) serving the customer C) mangers understanding organizational processes D) owners knowing what their products and services are
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B) serving the customer
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A foodservice operation's target market is: A) individuals who are used in focus groups to determine customer needs and wants B) individuals not currently buying a company's product or service C) individuals randomly chosen to receive free products or services D) a group of people for whom a company develops a product or service
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D) a group of people for whom a company develops a product or service
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Market segmentation means: A) randomly choosing groups or segments of people to target for product sales B) selling a variety of products at a variety of stores nationwide to increase sales C) identifying sales mangers to cover specific segments of the country D) dividing the total market into groups of people with similar product needs
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D) dividing the total market into groups of people with similar product needs
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Identifying marketing opportunities and potential problems confronting the organization is known as: A) strategic planning B) market segmentation C) situation analysis D) target marketing
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C) situation analysis
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Market share is: A) a detailed study of sales data to evaluate the marketing strategy B) classifies costs to determine which are associated with specific marketing activities C) the percentage of industry sales for a product D) process of dividing a total market into groups with similar characteristics
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C) the percentage of industry sales for a product
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Evaluation of the taste and juiciness of a product is termed: A) specific evaluation B) chemical evaluation C) physical evaluation D) sensory evaluation
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D) sensory evaluation
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A walk-through customer satisfaction audit: A) focuses on food safety with the manager and food safety inspector B) is a technique used to share customer satisfaction info with new customers C) involves the manager observing and evaluating the food and service D) is an example of a preference sensory test
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C) involves the manager observing and evaluating the food and service
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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 info from customers C) may give a distorted view of overall customer satisfaction
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C) may give a distorted view of overall customer satisfaction
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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) are customers who are asked to provide an exit interview with the manager upon completion of dining experience D) tend to be regular customers at a foodservice operation
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B) usually provide a fairly comprehensive evaluation of the foodservice operation
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Quality attributes of food include all of the following except: A) microbiological factors B) nutrition C) flavor D) price
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D) price
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Menu engineering: A) is a computerized software program for menu planning B) provides managers a way to evaluate the quality of menu items C) is a technique for measuring customer satisfaction in a foodservice operation D) focuses on popularity and contribution to profit of menu items
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D) focuses on popularity and contribution to profit of menu items
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Which of the following is thought to have the greatest impact on an employee's level of job satisfaction? A) values B) personality C) social influence D) work situation
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D) work situation
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T/F: Quality desired in food product ingredients should be included in food specifications
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True
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T/F: Underproduction of food can result in increased costs and decreased customer satisfaction
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True
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T/F: Employee satisfaction is defined as the beliefs and feelings an employee has about his/her job
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True
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Ratio analysis
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mathematical expressions of the relationship between two items
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Inventory turnover
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shows the number of times the inventory is used up and replenished during a period
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Break-even analysis
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technique for assessing financial data to determine the point at which profit is not being made and losses are not being incurred total revenues = total expenses
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Depreciation
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a reduction in the value of an asset with the passage of time, due in particular to wear and tear
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Budget
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plan for operating a business expressed in financial terms; used to control expenses and profit in relation to sales
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Factor pricing method/markup method
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price to sell an item is determined by multiplying the food cost by a predetermined factor
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Prime cost
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consists of raw food cost and direct labor cost of employees involved in preparation of a food item
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Actual cost
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all of the costs associated with making a food item
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Marketing mix
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combination of product, price, place, and promotion to satisfy the target market
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Product
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good, service, or idea
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Price
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amount paid for product or service
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Promotion
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use of communication to inform and influence customers
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Place
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location where products and/or services are provided
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Market segmentation
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division of total market into groups of customers who have similar needs, wants, values, and buying behaviors
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Geographic variables
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factors of a geographic area that influence customer product needs
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Demographic variables
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personal characteristics that might influence product selection
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Psychographic variables
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motives and lifestyle characteristics
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Behavioristic variables
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basis of some feature of customer behavior toward and use of a product
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Target market
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customers with common characteristics for which an organization creates products and services
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SWOT analysis
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analysis focusing on identifying the strengths, weaknesses, opportunities, and threats to an organization
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Mystery shopper
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person unknown to customers and employees who eat in a foodservice operation and evaluate their own experiences and those of other customers
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Menu engineering
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management info tool that focuses on comparing the popularity of the item with its profit
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Employee satisfaction
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the beliefs and feelings an employee has about his or her job
