FSM EXAM 3 QUESTIONS AND ANSWERS
distribution and service are in the what section of the FSS model - CORRECT
ANSWER✅✅✅transformation
4 factors of distribution of food - CORRECT ANSWER✅✅✅- type of production system in use
- degree of meal preassembly prior to service
- physical distribution between production and service
- the amount of time between completion of production until time of service
counter service - CORRECT ANSWER✅✅✅fast service; responsible for taking orders, cleaning, and
delivering meals.
table service - CORRECT ANSWER✅✅✅service by waitperson; take order and deliver meals- most
common
quick service - CORRECT ANSWER✅✅✅An easy and fast way to dine; typically, it involves no servers.
Instead, guests help themselves to food set up in food bars or order at a counter.
self-service - CORRECT ANSWER✅✅✅requires that customers perform many functions during the
purchase process
tray service - CORRECT ANSWER✅✅✅involves bringing dishes to the table at the same time on a
large tray
4 basic patterns of customer service and explain - CORRECT ANSWER✅✅✅1. freezer: "We don't care
about you"
2. friendly zoo: "we're trying hard, but we don't really know what we are doing"
3. factory: "you are a number"
4. qual, customer service: "we care about you and we deliver"
, 6 step approach to customer service - CORRECT ANSWER✅✅✅1. understand customer procedural
service and personal service expectation
2. establish a quality service culture and leadership climate
3. institute clear and concise service- delivery standards
4. incorporate service standards into organized system
5. assess progress and reward systems s
6. continually work on improving quality service
7 step problem solving process - CORRECT ANSWER✅✅✅1)LISTEN to complaint
2)REPEAT the complaint and acknowledge the problem
3)APOLOGIZE to the customer regardless of who is responsible
4)ACKNOWLEDGE how the guest feels
5)MAKES problem-solving a 2-way process by asking customer how they would like the problem solved
6)EXPLAIN action that will be taken to solve problem
7)SAYS thank you to guest for bringing problem to their attention
service economy - CORRECT ANSWER✅✅✅people go out to restaurants to eat their food
experience economy - CORRECT ANSWER✅✅✅involved creating an experience while eating
genres of perceived authority - CORRECT ANSWER✅✅✅natural auth. - natural state (organic food)
original auth.- being first of its kind (Ipod)
exceptional auth. : done exceptionally well (Norstrom)
referential auth. - inspiration from human history or shared mems
influential auth. - influence exerted on others (HRC environmental slogan
ways FS director of a hospital FS operation might incorporate concepts of experience economy into
patient and employee meals - CORRECT ANSWER✅✅✅1. craft and stage memorable customer
experience
distribution and service are in the what section of the FSS model - CORRECT
ANSWER✅✅✅transformation
4 factors of distribution of food - CORRECT ANSWER✅✅✅- type of production system in use
- degree of meal preassembly prior to service
- physical distribution between production and service
- the amount of time between completion of production until time of service
counter service - CORRECT ANSWER✅✅✅fast service; responsible for taking orders, cleaning, and
delivering meals.
table service - CORRECT ANSWER✅✅✅service by waitperson; take order and deliver meals- most
common
quick service - CORRECT ANSWER✅✅✅An easy and fast way to dine; typically, it involves no servers.
Instead, guests help themselves to food set up in food bars or order at a counter.
self-service - CORRECT ANSWER✅✅✅requires that customers perform many functions during the
purchase process
tray service - CORRECT ANSWER✅✅✅involves bringing dishes to the table at the same time on a
large tray
4 basic patterns of customer service and explain - CORRECT ANSWER✅✅✅1. freezer: "We don't care
about you"
2. friendly zoo: "we're trying hard, but we don't really know what we are doing"
3. factory: "you are a number"
4. qual, customer service: "we care about you and we deliver"
, 6 step approach to customer service - CORRECT ANSWER✅✅✅1. understand customer procedural
service and personal service expectation
2. establish a quality service culture and leadership climate
3. institute clear and concise service- delivery standards
4. incorporate service standards into organized system
5. assess progress and reward systems s
6. continually work on improving quality service
7 step problem solving process - CORRECT ANSWER✅✅✅1)LISTEN to complaint
2)REPEAT the complaint and acknowledge the problem
3)APOLOGIZE to the customer regardless of who is responsible
4)ACKNOWLEDGE how the guest feels
5)MAKES problem-solving a 2-way process by asking customer how they would like the problem solved
6)EXPLAIN action that will be taken to solve problem
7)SAYS thank you to guest for bringing problem to their attention
service economy - CORRECT ANSWER✅✅✅people go out to restaurants to eat their food
experience economy - CORRECT ANSWER✅✅✅involved creating an experience while eating
genres of perceived authority - CORRECT ANSWER✅✅✅natural auth. - natural state (organic food)
original auth.- being first of its kind (Ipod)
exceptional auth. : done exceptionally well (Norstrom)
referential auth. - inspiration from human history or shared mems
influential auth. - influence exerted on others (HRC environmental slogan
ways FS director of a hospital FS operation might incorporate concepts of experience economy into
patient and employee meals - CORRECT ANSWER✅✅✅1. craft and stage memorable customer
experience
