Restaurant management ch 5 and 6

The location of the restaurant is generally to be of _________ importance. a. major b. minor c. fluctuating d. the least

A. major

If you were to ask any hospitality leader what his or her greatest challenge is, the likely answer would be __________. a. motivation b. organizing c. planning d. controlling

A. motivation

__________ authority is conferred on your subordinates, and you have to earn the right to lead them. a. Real b. Coercive c. Reward d. Formal

A. real

____________________communications include verbal, nonverbal, body language, and verbal intonation. a. Telepathic b. Empathetic c. Interpersonal d. Interdependent

C. interpersonal

__________ assumes that customers change and that they want new menu items, new atmosphere, and sometimes new service. a. Sales b. Merchandising c. Marketing d. Advertising

C. marketing

A good mission statement should contain the following three things: a. Duties, tasks and objectives b. Purpose, vision, duties c. Purpose, values and goals d. Values, tasks and objectives

C. purpose, vision, duties

In the __________ type of sexual harassment, submission to or rejection of a sexual favor is used as the basis for employment decisions regarding that employee. a. third-party b. environmental c. quid pro quo d. facilitated

C. quid pro quo

__________ means that something is given in exchange for something else. a. Repudiation b. Retaliation c. Quid pro quo d. Arbitration

C. quid pro quo

A corporate structure that has only one basic class of stock, is slightly flexible on voting rights, is easy to set up, but limits your financing later is a(n) __________. a. S corporation b. Partnership c. Sole proprietorship d. C corporation

A. s corporation

____________________are devised to steer the organization toward its vision and mission. a. Strategic plans b. Mission statements c. Goals and objectives d. Manager policies

A. strategic plans

The "S" in SWOT analysis stands for __________. a. strengths b. segmenting c. stresses d. sales

A. strengths

According to the product levels described in the text, the __________ product includes services, such as automatic acceptance of certain credit cards, valet parking, and table reservation service. a. core b. formal c. augmented d. informal

c. augmented

According to the text, the total of all actual and potential guests is called the __________. a. buyers b. pool c. market d. target

c. market

When analyzing the competition it makes sense to do a __________, which shows how your restaurant compares to the competition. a. market segmentation b. reality benefit analysis c. guest potential matrix d. comparison benefit matrix

d comparison benefits matrix

With __________, both parties avoid the conflict and neither party takes action to resolve it. a. accommodation b. collaboration c. competition d. avoidance

d. avoidance

__________ power is derived from an individual's position in an organization. a. Legitimate b. Reward c. Coercive d. Expert

A. legitimate

The "T" in SWOT analysis stands for __________. a. time b. threats c. top d. trends

B threats

The first step in the planning process is __________. a. forecasting b. goal setting c. developing strategie s d. evaluation

A. forcasting

Which are the three typical market segmentations? a. Geographic, Demographic, Behavior b. Demographic, Behavior, Style c. Concept, Geographic, Demographic d. Behavior, Concept, Geographic

A. geographic, demographic, behavior

__________ is the result of low concern for your own interests or the interest of your group, which produces a lose/win outcome. The opposing party is allowed to satisfy their interest, while one's own interests are neglected. a. Accommodation b. Collaboration c. Competition d. Compromise

A. accommodation

. Which are types of demographics? a. Age, sex, family life cycle, income, occupation, education, religion, and race b. Country, state/province, county, city, and neighborhood c. Occasions, benefits sought, user status, and usage rates d. Loyalty status and buyer readiness

A. age, sex, family life cycle, income, occupation, education, religion, and race

2. Marketing focuses on the needs of the __________. a. buyer b. seller c. location d. community

A. buyer

__________occurs when both parties cooperate with each other and try to understand the other parties' concerns, while also expressing their own. a. Collaboration b. Competition c. Avoidance d. Compromise

A. collaboration

According to the product levels described in the text, the __________ product is the function part of the product for the customer. a. core b. formal c. augmented d. informa

A. core

The conventional-wisdom method of pricing, which calculates the cost of the ingredients and multiplies it by a factor of three, to obtain a food cost percentage of 33, is called __________ pricing. a. cost-based b. competitive c. forecast d. operational

A. cost based

__________ is defined as a "difference, variety, or unlikeness." a. Diversity b. Mentoring c. Competition d. Groupthink

A. diversity

. __________ sexual harassment involves a customer or client and an employee. a. Third-party b. Environmental c. Quid pro quo d. Facilitated

A. third - party

A partnership is legally defined under the ___________________________ Act as any venture where two or more persons endeavor to make a profit. a. Uniform Partnership b. Equal Opportunity c. Federal Equal Pay d. American Disabilities

A. uniform partnership

If you are the only person in a group that holds a different viewpoint, you will probably end up conforming to the group and not speaking your opinion, known as __________. a. programmed decision-making b. groupthink c. competition d. nonprogrammed decision-making

B. groupthink

Under the Affordable Care Act, companies employing more than _______people must provide affordable health insurance to employees working an average of at least 30 hours per week or face thousands of dollars of fines. a. 40 people b. 50 people c. 30 people d. 25 people

B. 50 people

The hospitality industry is composed of _______% part-time, short-term people. a. 30% b. 70% c. 40% d. 50%

B. 70%

__________ is a term for problem-solving and grievance resolution approaches to address employee relations and disputes outside the courtroom. a. Motivation through rewards b. Alternative dispute resolution c. Leadership by walking around d. Conflict management

B. alternative dispute resolution

Cities generally require restaurants to have a permit; these permits come from the: a. Convention and visitor's bureau b. Cities business office c. Treasurer's office d. Building department

B. citied business office

The first step in establishing a foundation for leadership development is to: a. implement ongoing programs that focus on leadership skills b. commit to investing the time, resources, and money needed c. develop quantifiable measurements that support leadership skills d. make leadership skills a focus of management training

B. commit to investing the time, resources, and money needed

__________ is the application of strategies to settle opposing ideas, goals, and/or objectives in a positive manner. a. Motivation through rewards b. Conflict management c. Leadership by walking around d. Alternative dispute resolution

B. conflict management

A _______________ is a legal entity similar to a person in that it can borrow, buy, and conduct business, and must pay state and federal taxes on profits. a. Building b. Corporation c. Restaurant d. Company

B. corporation

In conflict resolution, the first of the guiding principles is to preserve _______________________________. a. honor and courage b. dignity and respect c. right and wrong d. privacy and integrity

B. dignity and respect

To __________ is to give variety to something; to engage in varied operations; to distribute over a wide range of types or classes. a. organize b. diversify c. motivate d. forecast

B. diversity

Which is least related to restaurant sales? a. advertising b. entertainment c. promotion d. public relations

B. entertainment

In __________ sexual harassment, comments or innuendos of a sexual nature or physical contact are considered a violation when they interfere with an employee's work performance or create an "intimidating, hostile, or offensive working environment." a. third-party b. environmental c. quid pro quo d. facilitated

B. enviormental

Which partnerships have complete liability, but full management rights? a. Limited partnership b. General partnership c. Corporate partnerships d. Federal partnerships

B. general partnership

The "O" in SWOT assessment stands for __________. a. organization b. opportunities c. outside d. overtime

B. opportunities

Which conveys to the guest the best face or image of the restaurant, what people like most about it, or how it stands out from the competition? a. Differentiation b. Positioning c. Place d. Product Life Cycle

B. positioning

__________ power is derived from an individual's control over rewards. a. Legitimate b. Reward c. Coercive d. Expert

B. reward

Sales focuses on the needs of the __________. a. buyer b. seller c. location d. community

B. seller

The "S" in SWOT assessment stands for __________. a. sales b. strengths c. shares d. strategic

B. strengths

The most atmospheric restaurants are those with a __________. a. color b. theme c. décor d. demographic

B. theme

Effective leaders have six traits that distinguish them from nonleaders: a. Guile, cunning, integrity, determination, patience, friendliness b. Drive, the desire to influence others, honesty and moral character, self-confidence, intelligence, and relevant knowledge. c. The desire to influence others, guile, self-confidence, friendliness, passion, drive d. Cunning, drive, the desire to influence others, honesty and moral character, determination, friendliness

B.Drive, the desire to influence others, honesty and moral character, self-confidence, intelligence, and relevant knowledge.

According to the product levels described in the text, the __________ product is the tangible part of the product and it includes the physical aspects of the restaurant and its décor. a. core b. formal c. augmented d. informal

B.formal

__________ refers to what makes people tick: the needs and desires and fears and aspirations within people that make them behave as they do. a. Diversity b. Motivation c. Goal setting d. Control

B.motivation

The "O" in SWOT analysis stands for __________. a. outside b. opportunities c. order d. offers

B.opportunites

is like a "mini blog"—it's a series of posts limited to only 140 characters— perfect for any busy restaurateur, bar manager, or chef. a. YouTube b. Twitter c. MySpace d. Facebook

B.twitter

Restaurant owners should avoid _________________-that is, engaging in public relations tactics (such as Joining programs) in order to portray the company as being more engaged in environmentally friendly practices than it really is. a. whitewashing b. greenbelting c. greenwashing d. highlighting

C. greenwashing

Marketing efforts are most needed __________. a. on weekends b. mid-week c. low periods d. busy periods

C .low periods

There is a fee of about __________ for registering a new business with the state. a. $10 b. $50 c. $100 d. $500

C. $100

There are almost 100,000 EEOC cases a year of which about 35,000 are based on race a. 80,000/ 20,000 b. 90.000/30,000 c. 100,000/35,000 d. 120,000/40,000

C. 100,000/35,000

There are __________ steps in the decision-making process. a. 3 b. 5 c. 8 d. 10

C. 8

__________ power is derived from an individual's ability to threaten negative outcomes. a. Legitimate b. Reward c. Coercive d. Expert

C. Coercive

Leaders have six traits that distinguish them from nonleaders: a. Drive, the desire to not influence others, honesty and moral character, self-confidence, intelligence and relevant knowledge. b. Drive, the desire to influence others, honesty and moral character, self-confidence and no knowledge. c. Drive, the desire to influence others, honesty and moral character, self-confidence, intelligence and relevant knowledge. d. Drive, the desire to influence others, dishonesty and moral character, self-confidence, intelligence and relevant knowledge.

C. Drive, the desire to influence others, honesty and moral character, self-confidence, intelligence and relevant knowledge.

The "T" in SWOT assessment stands for __________. a. tables b. trends c. threats d. timing

C. threats

With restaurants, it is the __________, rather than just the food, that guests pay for. a. entertainment b. tangibles c. total dining experience d. controllable expenses

C. total dinning experience

The "W" in SWOT analysis stands for __________. a. when b. where c. weaknesses d. wishes

C. weakness

Which is the only revenue generating variable in the marketing mix? a. Product b. Place c. Price d. Promotion

C.price

Turnover rate for hourly workers in full-service operations is __________. a. 25% b. 50% c. 75% d. 100%

D. 100%

When combined, prime costs should not go above __________ of sales. a. 20% b. 40% c. 50% d. 60%

D. 60%

According to the text, restaurant sales generally reach their maximum during __________. a. January or February b. February or March c. May or June d. June or July

D. June or July

People do not purchase features, they purchase __________. a. pleasure b. necessaries c. food d. benefits

D. benefits

__________ results from high concern for one's own interest or one's own group interest accompanied by moderate to high interest for the other parties involved. a. Accommodation b. Collaboration c. Competition d. Compromise

D. compromise

. _____________________deals with keeping track of costs, inventory, percentages, and other factors that keep the organization profitable and compliant with regulations. a. Cashiers b. Accounting c. Management d. Control

D. control

The state OSHA poster that is required to be posted comes from which of the following government agencies? a. Department of the Interior b. Department of Fair Employment and Housing c. Department of Industrial Relations d. Department of Industrial Affairs

D. department of industrial affairs

Restaurant corporations of excellence regard their ______________________ as their most valuable asset and competitive advantage. a. Restaurant buildings b. Equipment c. Management staff d. Employee resources

D. employee reources

The last step in the planning process is __________. a. forecasting b. goal setting c. developing strategies d. evaluation

D. evaluation

__________ power is derived from an individual's personal charisma and the respect and/or admiration the individual inspires. a. Legitimate b. Reward c. Coercive d. Expert

D. expert

A __________ analyzes the community, the potential guests, and the competition. a. demographic assessment b. topographical survey c. behavioral survey d. market assessment

D. market assessment

Which finds out what guests want and providing it at a fair price that leaves a reasonable profit? a. Positioning b. Segmenting c. Sales d. Marketing

D. marketing

The __________ describes the purpose of the organization and outlines the kinds of activities performed for guests. a. demand analysis b. sales assessment c. sales forecast d. mission statement

D. mission statement

In the marketing plan, goals need to be set for the four Ps, which are __________. a. product, price, process, and promotion b. public, price, place, and promotion c. product, price, place, and population d. product, price, place, and promotion

D. product, place, promotion and price

_________ is the articulation of the mission of the organization in such an appealing way that it vividly conveys what it can be like in the future. a. Mission b. Goal c. Ideals d. Vision

D. vision

2. Strategic plans are devised to steer the organization toward: a. Goals, strategies and mission. b. Strategies, mission and outcomes. c. mission, outcomes and goals. d. vision and mission.

D. vision and mission

Mission statements have three parts: a. First, a statement of goals; second, a statement explaining the values employees are expected to maintain in the daily decision-making process; and third, a declaration of the major goals that leaders believe are essential as well as how to obtain the goals. b. First, a statement of overall purpose; second a statement explaining the values employees are expected to maintain in the daily decision=making process; third, a declaration of the major goals that leaders believe are essential as well as how to attain them. c. Wishing, hoping and following up. d. Vision, mission, goals.

D. vision, mission, goals