Meeting customers' needs and expectations

• Providers adapt to customer groups: quick grab-and-go food for people short of time, vegan, gluten-free and allergen-aware choices, and budget deals for students.
• Vegetarians do not eat meat or fish but can eat eggs and dairy. Vegans eat no animal products at all, so no eggs, milk or honey.
• A food allergy is a reaction by the immune system and can be severe. An intolerance is a digestive problem. Milk is the allergen. Lactose is an intolerance. There are 14 allergens that must be declared.
• Protein helps the body grow and repair. Carbohydrates give energy.
• Customers expect good service and value for money. They follow trends, compare providers with competitors and read online reviews. Social media and TV cookery shows can change what they expect.
• More customers want environmentally friendly businesses: local and seasonal food, less waste and plastic, and energy saving. Many providers also use paperless systems such as online booking and ordering by tablet.

Vegetarian

Eats no meat or fish. Eggs and dairy are fine.

Vegan

Eats no animal products, including eggs, milk and honey.

Allergy

An immune system reaction to a food. It can be severe.

Intolerance

A digestive problem with a food, such as lactose.

Value for money

Quality and portion size worth the price. It does not mean cheapest.

Paperless

Using digital systems, such as online booking, instead of paper.

• Treating lactose as an allergen. The allergen is milk. Lactose intolerance is not an allergy.
• Thinking vegetarians cannot eat eggs or dairy. They can. Vegans cannot.
• Thinking value for money means the cheapest dish.
• Giving a general idea that does not use the scenario. Use the customer group, age, money available or location.

7 questions, 11 marks. Answer, then press Check. The marking guide explains how the marks are worked out. Nothing is saved.