HMGT 450 Final

Successful salespeople use rewarding remarks to show agreement with a prospective client. Which of the following is an example of a rewarding remark? A) "Congratulations." B) "Please." C) "Hello." D) "I understand."

"I understand."

What is "referral prospecting"? A) Encouraging front desk personnel to call competitors during down times to ask for guest referrals. B) Mining the hotel's database for guest booking information. C) Making sales calls on organizations and companies within your local or "referral" area. D) Asking current clients to identify others who might be interested in the hotel's products and services.

Asking current clients to identify others who might be interested in the hotel's products and services.

Which of the following is a fundamental rule of a presentation sales call? A) Asking the client questions always precedes the "presenting your property" step of a presentation sales call. B) Visual aids should always be used during the "getting client involvement" step of a presentation sales call. C) Rewarding remarks should never be used during the "opening" step of a presentation sales call. D) Close-ended questions should never be used during a sales presentation.

Asking the client questions always precedes the "presenting your property" step of a presentation sales call.

Refreshment breaks usually last from: A) from 5 to 10 minutes. B) 15 to 30 minutes. C) 30 to 60 minutes. D) one to two hours.

15 to 30 minutes.

What are some of the strategies hotels are adopting in order to make their room service operations more profitable? A) Some hotels make just a single food item (pizza, for example) available for room service. B) Some hotels have delis where guests can buy food and prepare it in their rooms. C) Some hotels only offer room service for a single meal, such as breakfast. D) All of the above.

All of the above.

Which of the following statements best describes employee empowerment? A) Employee empowerment gives employees the authority to make on-the-spot decisions to respond to guest needs-decisions that used to be made only by managers. B) Employee empowerment gives employees the authority to discipline other employees when they break company rules. C) At properties that practice employee empowerment, employees make all personnel decisions; managers are relegated to making operational decisions only. D) At properties that practice employee empowerment, employees make all of the operational and personnel decisions at a property.

Employee empowerment gives employees the authority to make on-the-spot decisions to respond to guest needs-decisions that used to be made only by managers.

Local- and foreign-company managers often make travel decisions for international travelers with very different approaches. Which of the following is TRUE of their decision-making approaches? A) Local-company managers usually choose lodging and dining sites on the basis of recommendations from travel agents. B) Foreign-company managers usually choose lodging and dining sites on the basis of recommendations from travel agents. C) Foreign-company managers often look for chain properties that operate in their home country. D) Managers in the destination country often ask the foreign companies with which they are doing business for recommendations of hotels in the destination country.

Foreign-company managers often look for chain properties that operate in their home country.

Which of the following statements about Millennials is TRUE? A) Millennials value consistency and the tried-and-true over uniqueness and trendiness. B) Millennials shun high-tech gadgets. C) Millennials are passionate about socializing, networking, and the environment. D) Millennials are relatively indifferent about environmental issues.

Millennials are passionate about socializing, networking, and the environment.

Which of the following statements about determining marketing objectives is TRUE? A) Occupancy and other forecasts should be based on prior years' performance. B) Objectives should include no numbers to ensure that the entire staff clearly understands them. C) All markets with potential sales should be targeted equally by written objectives for each revenue center. D) Objectives for each market segment and revenue center should be specific and measurable

Objectives for each market segment and revenue center should be specific and measurable.

As a salesperson, why might you rank your accounts according to profitability? A) You can reduce the amount of time spent on paperwork by ranking accounts. B) You can focus all of your energy on cold calling when you rank accounts. C) Ranking accounts enables you to allocate time to your most promising accounts. D) Ranking accounts is an effective way to prepare for a sales presentation

Ranking accounts enables you to allocate time to allocate time to your most promising accounts.

Which of the following statements about a hospitality property and its website is TRUE? A) The property should make sure that its homepage contains the most important information about the property. B) If the property is part of a chain, it does not need its own website. C) The property should make sure that its website does not contain any landing pages. D) If the property participates in social media websites, it does not need its own website.

The property should make sure that its homepage contains the most important information about the property.

The advertising strategy that emphasizes how your property or restaurant is different from competitors is called: A) disassociation. B) segmentation. C) combination. D) differentiation.

differentiation.

A large hotel might rely on a ___________________ to forecast demand and supply and research the profitability of groups. A) general manager B) telemarketing director C) director of revenue management D) director of convention services

director of revenue management

When speaking with a client over the telephone, salespeople should: A) keep their voice pitched low. B) smile as they speak. C) avoid talking with gum or anything in their mouth. D) do all of the above.

do all of the above.

What is relationship marketing? A) building friendships with guests and making an extra effort to meet their expectations so they will visit again B) designing, building, and marketing hospitality products for specific market segments C) teaming up with hospitality-related firms such as credit card companies to enhance their presence in the marketplace D) two or more firms joining together to benefit from each other's strengths in a similar market

building friendships with guests and making an extra effort to meet their expectations so they will visit again

A form of publicity that involves using celebrities and ordinary "real people" to try new products and spread the word about them by talking to friends, posting comments on the Internet, and so on is called: A) flighting. B) buzz marketing. C) collateral networking. D) alternative-media advertising

buzz marketing.

An ad for a restaurant or lounge on the Internet is an example of a(n): A) cover ad. B) outside promotion. C) premium. D) inside promotion.

outside promotion.

Mary Beth is a hotel salesperson at a midsize property located near an interstate highway. Her hotel is about a six-hour drive from the nearest city and has only a swimming pool and a small exercise room as far as in-house facilities. Local attractions are limited to seasonal events. Which of the following leisure markets would her property be best suited to serve? A) overnight tour guests B) incentive trip guests C) destination tour guests D) international travelers

overnight tour guests

The percentage of hotel guests who eat meals at the hotel is known as the: A) diner percentage. B) capture rate. C) guest profile. D) patron percentage.

capture rate.

Which of the following types of banquet beverage service would be most appropriate if the function planner wanted guests to pay the bartender for their own drinks? A) cash bar B) host bar, by the bottle C) host bar, by the hour D) host bar, by the individual drink

cash bar

Which of the following stages in the selling process involves a salesperson asking a client for the sale? A) closing and following up B) the presentation C) getting client involvement D) overcoming objections

closing and following up

Which of the following is considered a specialty item? A) coffee mug with hotel logo B) tent card C) direct mail piece printed on company letterhead D) all of the above are specialty items

coffee mug with hotel logo

The Carefree Hotel has an in-house advertising department that has already created advertisements for its campaign. Which of the following types of agencies is the hotel likely to contract with if it only needs to purchase airtime and print space? A) a full-service ad agency B) an a la carte ad agency C) a creative boutique D) a media-buying service

a media-buying service

What is a familiarization tour? A) a tour in a foreign country that is supposed to familiarize travelers with local customs B) a tour that a traveler is already familiar with because of past experience C) another term for a trip taken by a group of family travelers D) a property tour given to travel agents in an effort to promote the property

a property tour given to travel agents in an effort to promote the property

Organizing a "Career Day" at which representatives from a variety of businesses meet with students and other job-seekers is an example of: A) networking with travel intermediaries to reach business travelers. B) a public relations effort for reaching business travelers. C) a direct sales approach for reaching business travelers. D) targeting business travelers by participating in a trade show.

a public relations effort for reaching business travelers.

The Hinterlands Hotel, a small property in a rural area, sponsors a hot-air balloon racer in a local race and asks the racer to put the property's name on her balloon. The Hinterlands Hotel's strategy is an example of: A) combining public relations and promotion. B) marketing to baby boomers. C) combining word-of-mouth advertising with merchandising. D) promoting other businesses in the community

combining public relations and promotion.

A restaurant manager charts covers sold before and after a planned promotional campaign. This chart is a critical part of which of the following steps in the marketing planning cycle? A) validating the percentage-of-sales marketing budget B) positioning the sales force C) evaluating the marketing plan D) implementing marketing objectives

evaluating the marketing plan

Vacation ownership allows travelers to: A) pay for their vacations with pre-tax dollars. B) purchase the vacations they want from tour brokers. C) purchase homes in glamorous vacation spots that they do not have to share. D) experience the benefits of owning a vacation home without the hassle of ownership.

experience the benefits of owning a vacation home without the hassle of ownership

The measure of how many times the average person in a target market is exposed to an advertising message is termed: A) flighting. B) frequency. C) reach. D) continuity.

frequency.

Corporate meetings are held where they are most needed. This is a description of which planning factor for corporate meetings? A) geographic pattern B) whom to contact C) lead time D) attendance

geographic pattern

Which of the following hotel amenities would most likely appeal to seniors? A) business center B) guestroom minibar C) grab-bars in the bathroom D) fax machine

grab-bars in the bathroom

The number of rooms set aside for group and tour business is commonly called the: A) group sales allotment. B) discounted group. C) net sales group. D) tour wholesale.

group sales allotment.

When a property offers accommodations, meals, the use of recreational facilities, and other options for a set price, this is known as: A) a package deal. B) an advance-purchase discount. C) total pricing. D) all-inclusive pricing.

all-inclusive pricing.

The first step in developing a marketing plan for the catering department is to: A) identify key markets. B) set goals. C) position the catering department in relation to competitors. D) analyze your property and the competition.

analyze your property and the competition.

Which of the following tools would managers use to determine the market segments the property is currently attracting? A) market share analysis B) target marketing C) guest profiles D) property analysis

guest profiles

They can be huge affairs attracting 20,000 to 30,000 people; they feature a main session for all attendees, supplemented by a number of smaller meetings sometimes called "breakout" meetings; most are held in conjunction with a trade show or with exhibits. These attributes describe which of the following types of association meetings? A) board and committee meetings B) annual conventions C) seminars and workshops D) conferences

annual conventions

A marketing team should include: A) no representatives from non-revenue areas of the property. B) the food and beverage director and one sales person. C) just the members of the property's sales team. D) at least one representative from each revenue center at a property.

at least one representative from each revenue center at a property.

Which of the following is a strength of newspaper advertising? A) high production quality B) high readership C) long shelf life D) all of the above

high readership

A closing technique that is especially effective in telephone sales is the __________ close. A) pause B) trial-order C) assumptive D) major

pause

Which of the following activities performed by the director of marketing involves setting standards, measuring performance on a regular basis, and taking corrective action if needed? A) directing B) controlling C) staffing D) planning

conrolling

Front desk employees promoting the hotel's restaurant to arriving guests is an example of: A) relationship selling. B) cross-selling. C) upgrading. D) internal marketing

cross-selling.

There are two basic choices a property has when positioning itself. A property can directly compare itself with the competition and strive to compete directly for a particular market share, or: A) segment itself to bring in new business from other areas. B) work with other properties and jointly work to promote the general area. C) identify a need in the marketplace and fulfill that need before the competition does. D) attempt to meet the needs of all markets in some fashion.

identify a need in the marketplace and fulfill that need before the competitor does.

Having employees spend a night as "guests" in the property is an effective way of: A) merchandising hotel services. B) increasing the product knowledge of employees. C) promoting in-house specials. D) teaching employees sales skills.

increasing the product knowledge of employees.

What information is typically found in a property fact book? A) the previous year's occupancy trends B) information about the property's food service and recreational facilities C) bios of each of the property's key staff people D) information and general availability regarding nearby hotels

information about the property's food service and recreational facilities

Selling employees on the property and their importance to its success is called: A) internal promotion. B) internal sales. C) internal marketing. D) internal merchandising.

internal marketing.

Which of the following markets sometimes needs special adapters in hotel rooms in order to use the appliances they bring from home? A) international travelers B) truckers C) government travelers D) sports teams

international travelers

Hospitality firms send news releases to news media primarily in hopes that: A) the editors and managers of these outlets will give the firms discounts on advertising. B) the media staff will purchase the firm's products and services. C) journalists will develop articles or reports about the firm or otherwise mention the firm free of charge. D) the media will downplay negative publicity about the firm at a future date.

journalists will develop articles or reports about the firm or otherwise mention the firm free of charge.

Coffee carts in the lobby, in-room minibars, kitchenettes stocked with microwavable items, and free continental breakfasts are examples of: A) room service operations. B) customer loyalty programs. C) capture-rate strategies. D) limited-service food and beverage operations.

limited-service food and beverage operations.

The most important factor in site selection for professional sports teams is: A) location. B) price. C) food quality. D) foreign-language services.

location.

A question or statement that asks for the sale is called a __________ close. A) major B) contingency C) BIQ D) summing-up

major

Which of the following kinds of small corporate meetings usually have high per-person expenditures? A) management meetings B) training seminars for entry-level employees C) district sales meetings D) none of the above

management meetings

Tent cards are examples of: A) point-of-purchase merchandising. B) product packaging. C) shell ads. D) added-value alternatives.

point-of-merchandising.

Items that restaurants give away free or sell at cost to guests are called: A) samplings. B) sweepstakes items. C) marketing "freebs." D) premiums.

premiums

Researching the needs and wants of customers would help managers determine which of the following components of a hospitality marketing mix? A) promotion-communication mix B) price-rate mix C) product-service mix D) place-distribution mix

product-service mix

The American Bar Association is an example of a: A) SMERF organization. B) fraternal and service group. C) professional association. D) trade association.

professional association.

The key to successful selling is to: A) always promise more than you can deliver. B) put yourself in the client's place. C) make sure your key accounts are filed properly. D) criticize or make fun of competitors.

put yourself in the client's place.

Keys to attracting overnight business guests include: A) on-sight meeting facilities, restaurants, health club, and entertainment. B) quick check-in and check-out, clean and comfortable rooms, and easy access to quick food service. C) city tours, baby-sitting services, and recreational facilities. D) kitchenettes, in-room bars, entertainment, and business services.

quick check-in and check-out, clean and comfortable rooms, and easy access to quick food service.

Stacy is a food server at the Redbird Restaurant. A family of five-two adults and three children under the age of eight-are dining in her section. The kids seemed restless when the family first arrived at the restaurant. Stacy assured the parents that the kids were welcome, took the order promptly, and provided free snacks for the kids while they were waiting for their meal. Stacy was practicing which of the following business-building strategies? A) reciprocity B) recognition C) recommendations D) reassurance

reassurance

When developing an incentive program, trips and merchandise are often used as a reward, but for many employees, ___________ is just as important as any reward. A) a new task B) a bonus coupon C) recognition D) cash

recognition

A person with a __________ personality type views things in terms of how they affect people, and he or she needs a lot of reassurance once a sale has been completed. A) thinker B) socializer C) director D) relater

relater

You have just booked a catered function to be held in three months. You inform your client of the guarantee clause which: A) upgrades the meeting room should space become available. B) guarantees the sizes of drinks and proper payments in a beverage plan. C) holds the function room for the entire evening should the event run longer than expected. D) requires them to give the hotel a "minimum" count of the expected attendance prior to the function.

requires them to give the hotel a "minimum" count of the expected attendance prior to the function.

Which of the following is a type of incoming telephone call of interest to a hotel's marketing and sales office? A) reservations call B) promotional call C) service call D) public relations call

reservations call

Tables are lined up in rows (one behind the other) on each side of an aisle, there are usually three to four chairs to a table, and all tables and chairs face the head table, stage, or speaker's podium. This describes what type of meeting setup? A) schoolroom setup B) theater setup C) herringbone setup D) senate setup

schoolroom setup

What is typically the most important factor for women travelers when choosing a hotel? A) facilities B) frequent traveler programs C) room rates D) security

security

Which one of the following is used to reduce the risk that consumers take in hospitality sales and to build consumer confidence in the firm's promises? A) intangibility B) marketing C) service guarantee D) press release

service guarantee

Most properties pay a new salesperson __________ for the first six to twelve months on the job. A) on a commission basis only B) a salary plus commission C) an hourly rate D) straight salary

straight salary

In booking meeting rooms, what is a release date? A) the date by which the meeting rooms must be cleaned and prepared for the next function B) the date on which the function held in the meeting room will begin C) the date that the hotel has set aside for property functions to be held in meeting rooms D) the date by which rooms must be confirmed, or they will be made available for sale to others

the date by which rooms must be confirmed, or they will be made available for sale to others

The first merchandising component of the menu development cycle that managers address in creating menus that sell is: A) written information on the menu. B) pricing strategy. C) menu layout and design. D) the restaurant's positioning or image.

the restaurant's positioning or image.

Hospitality firms use specialty items primarily: A) to increase name recognition. B) to decorate their facilities. C) to appease irate guests. D) as sweepstakes prizes.

to increase name recognition.

What is the purpose of a travel agent club? A) to inform its members of property events and discounts through direct mail or newsletters B) to provide exclusive access to luxury suites designated for travel agents in a property C) to allow travel agents to book reservations for their personal travel at a discount D) to serve as a "frequent traveler" program for travel agents on familiarization tours

to inform its members of property events and discounts through direct mail or newsletters

What is one of the purposes of sales incentive programs? A) to better control instances of overbooking B) to help in assigning account responsibility C) to reduce sales staff turnover D) to help grow transient sales

to reduce sales staff turnover

Which of the following statements best summarizes the purpose of a frequent traveler program? A) to provide cooperative advertising opportunities for hospitality and travel companies B) to give elite business travelers complimentary upgrades to suites C) to give no-frills travelers complimentary transportation to and from the airport D) to reward loyal repeat guests with discounts, premiums, and special services

to reward loyal repeat guests with discounts, premiums, and special services

What is the purpose of an occupancy and activity analysis? A) to assess the property's strengths and weaknesses B) to determine the number of room nights lost to environmental factors C) to identify environmental opportunities and problems that can affect business D) to track sales history patterns and identify sales areas that can be improved

to track sales history patterns and identify sales areas that can be improved

An important difference between tour wholesalers and tour brokers is that: A) tour brokers put tour packages together, while tour wholesalers do not. B) the packages that tour wholesalers put together result in cost savings for travelers, while the packages that tour brokers put together do not. C) tour brokers typically work with ground transportation rather than airlines. D) tour wholesalers put tour packages together, while tour brokers do not.

travel agents and special packages are not usually involved in motorcoach charters.

The most important difference between motorcoach charters and motorcoach tours is that: A) travel agents and special packages are not usually involved in motorcoach charters. B) travel agents and special packages are not usually involved in motorcoach tours. C) groups that use motorcoach charters do not have a destination in mind. D) motorcoach charters usually involve a vehicle that the traveling group owns.

travel agents and special packages are not usually involved in motorcoach charters.

Which of the following types of marketing budgets ensures that the marketing efforts will be funded at the level required to accomplish the marketing objectives and implement the action plans developed by the marketing plan? A) zero-based budgeting B) percentage-of-sales budgeting C) affordable-funds budgeting D) competitive-parity budgeting

zero-based budgeting

Which of the following best defines publicity? A) the media's gratuitous mention of your firm B) advertising in broadcast media C) the media's relationship with your hospitality firm's managers D) printing special materials to increase name recognition of your firm

the media's gratuitous mention of your firm

With a three-panel menu, items sell best when they are placed on: A) the left panel. B) the middle panel. C) the right panel. D) any of the panels.

the middle panel.

If guests could be induced to spend just $2 more per day, the additional sales in one calendar year for a 300-room property running an 80% occupancy (and an average per room occupancy of 1.5 persons) would be: A) $144,000 B) $175,200 C) $182,000 D) $262,800

$262,800

__________ travelers often need more assistance in planning their travel than _________ travelers. A) Business, leisure B) Passive, business C) Business, corporate D) Leisure, business

Leisure, business

Upper-level government employees usually receive __________ per diems. A) destination B) straight C) contract D) actual and necessary

actual and necessary

Given the data above, what is the market share and fair share for Hotel 3? A) 18.8% market share; 16.7% fair share B) 22.5% market share; 22.2% fair share C) 28.9% market share; 33.3% fair share D) 29.7% market share; 27.8% fair share

29.7% market share; 27.8% fair share

The new sales manager of the Mountain Lodge is conducting a property analysis to learn more about the lodge's strengths, weaknesses, opportunities, and threats. The sales manager should talk to: A) employees of competitors. B) Mountain Lodge management. C) Mountain Lodge guests and the guests of competitors. D) Mountain Lodge guests, employees, and the guests and employees of competitors.

Mountain Lodge quests, employees, and the guests and employees of competitors.

____________ is a nonthreatening area over 12 feet (3.7 meters) away from potential clients. It's the best type of space to use when selling to a group. A) Personal space B) Social space C) Public space D) Intimate space

Public space

Which of the following areas of positioning research is used primarily to identify a restaurant's market segments? A) trend research B) merchandising research C) situation research D) competition analysis

situation research

Which of the following questions should you ask a receptionist first when trying to sell a property's meeting services and products? A) "Who pays the bills for your company's meetings?" B) "Who is responsible for deciding which hotels your company uses for meetings?" C) "Who coordinates your meetings?" D) "How many meetings does your company hold per year?"

"Who is responsible for deciding which hotels your company uses for meetings?"

A majority of corporate and association meeting planners use the Internet to research possible hotels for their upcoming meetings. Why? A) The Internet is usually the best way a person can use to contact a potential meeting site. B) The Internet has 24-hour availability and up-to-date information on potential meeting sites. C) The Internet is easy to use, but not necessarily cost-effective or time saving. D) All of the above.

The Internet has 24-hour availability and up-to-date information on potential meeting sites.

"How many training meetings did you hold last year?" is an example of: A) a problem-solving question. B) an open-ended question. C) a closed-ended question. D) an interest-building question.

a closed-ended question.

In which of the following steps in the cycle of marketing planning does the marketing team establish goals in relation to each market segment that the property attempts to attract? A) conducting a marketing audit B) determining marketing objectives C) positioning the hotel D) selecting target markets

determining marketing objectives

One of the first things that an effective general manager must do to start an internal sales program is: A) learn how to "read" guest demands. B) implement a tracking system for all in-house promotions. C) review current merchandising materials. D) develop a sales-oriented staff.

develop a sale-oriented staff.

One of the first things that an effective general manager must do to start an internal sales program is: A) learn how to "read" guest demands. B) implement a tracking system for all in-house promotions. C) review current merchandising materials. D) develop a sales-oriented staff.

develop a sales-oriented staff.

Which of the following is the most effective way for hospitality salespeople to sell to meeting planners? A) by mailing full-color convention brochures to them B) face-to-face C) through the destination marketing efforts of the local chamber of commerce D) telephone sales campaigns

face-to-face

Demand is lowest and reduced rates are typically offered to increase business during which of the following? A) in-season periods B) shoulder periods C) off-seasons D) peak periods

off-seasons

For the purposes of marketing, adults between the ages of 75 and 85 are placed in the __________ group. A) preretirement B) young-old C) old-old D) 85-plus

old-old

For the purposes of marketing, adults between the ages of 75 and 85 are placed in the group. A) preretirement B) young-old C) old-old D) 85-plus

old-old