HOSPITALITY AND TOURISM EXAM FINAL
In order to prevent credit-card fraud, businesses often instruct their employees to check the __________ on the back of the card.
...
The use of dual distribution is legal only if it is intended to
Promote competition.
Which of the following is an example of increased financial risk for a company with poor business ethics:
Promotion
In order to be understood on the telephone, a business's employees should always
Provide supporting information.
Which of the following is an example of a regulatory issue that may impact the hospitality and tourism industry:
Trade association.
Analyzing relevant marketing information can help a tour company make favorable business decisions, which may provide the tour company with
True
Which of the following is a hospitality and tourism business that focuses its efforts on providing shelter for
motel
Businesses cannot create a(n) _________ where none exists.
need
Susan came to work late Monday morning and said, "It's been a terrible morning so far and will probably be a terrible day." This is an example of a(n) _______ attitude.
negative
A business that fails to protect its employees from unnecessary risk or health hazards on the job may be sued for
negligence
When a visitor to the Royal Caribbean Cruise Lines' web site moves the mouse from one part of the web site to another, a video-like ad appears that shows entertainment on board. This is a form of online advertising known as
...
Which of the following employees demonstrates good time management:
...
Which of the following is a community issue that a business might decide to become involved with and support:
...
Which of the following is an example of an employee's assisting in controlling expenses:
...
Which of the following is completed first when planning a special event:
...
Which of the following often is a benefit to a business of using product substitution:
...
Which of the following statements is true regarding the development of the hospitality industry:
...
Why do hotels use sweepstakes?
...
Why is it important for business employees to follow established security procedures?
...
Why is it important for travel agents to implement creative display techniques when promoting trips or tours?
...
A product being in great demand is a factor that might encourage businesses to
4.
The two main sources of revenue used to pay the costs of government regulation are
A higher standard of living than that of people in many other countries.
Because of regular changes in the supply of and demand for hotel rooms, prices for rooms are often
...
Creating an economical image of a new product to match the business's low-cost image is an example of
...
Deleting duplicate e-mail addresses and removing unauthorized subscriptions are the responsibility of
...
Eli is using an online search engine to obtain business information. To obtain narrow search results for a specific phrase, which of the following should Eli place around the text:
...
If buyers offer something to vendors in exchange for something else while negotiating a contract, the buyers are making a
...
Lauren was filling out an employment application and encountered a question for which she was unsure of the answer. What should she do?
...
Mega-agencies are large travel agencies that often offer specialized services to their large corporate accounts. Which of the following examples illustrates a specialized service to a corporate account:
...
One of the reasons why networking is so effective is because the contacts often
...
One of the services provided by some professional organizations in the travel and tourism industry is training that leads to obtaining
...
One of the ways workers can protect themselves from injury on the job is to
...
One way to determine the importance of an issue or trend is to consider its impact on
...
Orderly and systematic behavior means being
...
Simplicity and consistency are essential qualities viewers seek and that must be incorporated into the planning of a web site's
...
The Ramada Inn is a sponsor of the annual "Festival of Trees," which raises money for a local women's shelter. This is an example of
...
The increased use of computers and telecommunications equipment is fueling the trend in business that allows many employees to
...
The two major areas that determine your personal appearance are
...
The type styles used in advertisements often are selected because they are
...
Using the same shape, color, or texture over and over in a display is a technique called
...
What do hotel gift shops usually do to prepare the shop for a special seasonal event?
...
What do many gift shops keep on hand in the event there is a robbery situation?
...
What is one of the most effective and flexible elements of a print advertisement?
...
What is the first thing you should do when breaking down your goal?
...
What must businesses determine during the phases of record keeping?
...
What should the writers of news releases avoid splitting between two pages?
...
What type of advertising copy draws attention by using words with strong psychological impact?
...
What type of software program would a cruise line use in order to maintain a list of recent passengers and their cabin preferences?
...
When Mr. Mason develops a production schedule, he is carrying out __________ activities.
...
What type of communication style is usually appropriate for evaluation or counseling interviews with employees?
Actively
John trains new employees in his department. He has just been informed that he will also be responsible for training new employees in a different department. Which of the following personality traits does John need most
An improved standard of living.
Which of the following is a benefit of customer relationship management:
Argumentative
Rob has a job interview this afternoon. In the morning, he goes over his other job offers to figure out which job he will accept (and what the salary and benefits are) if this employer doesn't offer him a position. Rob is developing his
BATNA
Of the following, which is a true statement about change:
Use it to improve your job performance.
Which of the following is NOT an advantage of debit card payments:
Very important
Why is production important to a business?
it creates goods or services for the business to sell
The supervisor's response to an employee;s orderly and systemic behavior on the job should be
praise
An economic system which allows its citizens to go into business for themselves, produce goods and services of their own choosing, and market their products as they desire is called
private enterprise
To track how customers respond to advertisements, many marketers use ___________ measures.
processing
A business that is clean and well maintained is likely to
...
A cruise ship security specialist may advise a tourist who is going ashore at a port of call to
...
A front desk employee telling a quest about the holel's new casual restaurant and expanded room service menu is an example of
...
A hotel clerk can match available space to a guest's request for a certain type of accommodation by checking the information in the
...
A hotel coffee shop cashier processes a food and beverage check for a guest who presents a half-off coupon for one entree. What key on an electronic cash register calculates the discount?
...
A key factor for a business to consider in determining the right time to purchase is
...
Which of the following is a true statement about brand promise
it is not usually stated in words
The Cozy Night Motel chain wants to learn about hospitality trends. Which secondary source would provide the chain with the desired information:
A competitive advantage.
Which of the following U.S. laws relates to information management:
Accomplish a task.
Which of the following is a situation where acting responsibly is mandated by law:
Adaptability
Which of the following is an example of a travel and tourism service that a travel agency might market:
Adjust prices
Which of the following regulations have an effect on the travel and tourism industry:
Airline.
Bart is writing a letter intended to persuade customers to upgrade their service with his company. He begins with an outline. What is the best order for the four main parts of his letter?
All the necessary information.
The arrangement by which businesses or individuals can purchase now and pay later is known as
Businesses pay 0.75% of each debit card sale to the bank that handles the billing.
Molly and Tim have just had their first baby, Tommy. On top of their other financial considerations, such as saving for their retirement, they will now have to start saving and investing for Tommy's
Credit
Which of the following could be used by a hotel/motel in an effort to encourage return visits by previous guests:
D Escorted bus tour plus lodging.
Because of competition, people in our society enjoy
Decreased company value.
What is one of the main purposes of a business's sales budget?
Employees' salaries.
How important are human relations skills in the business world?
Encouraging unnecessary compromise.
A business that writes letters to customers to confirm their orders or requests should make sure that the letters contain
Enunciate clearly.
Requiring businesses to control pollution and to dispose of hazardous waste properly are some of the main functions of __________ regulations.
Environmental.
What kind of team is a business likely to use to prevent defects in the company's products?
Initiating conversations with others.
What do individuals often identify when assessing their personal strengths and weaknesses?
Interests
Negotiators decide how to get what they want by
It is the only thing that is constant in our lives.
Which of the following is a disadvantage of consensus building:
Quality circle
Which of the following is an example of current liabilities that a business should include in its balance sheet:
Records credit purchases when the purchases are made
An example of assertive verbal behavior would be
Strategizing
Which of the following is an example of a measurable customer-service goal that many businesses set in order to facilitate the distribution process:
The opportunity to create targeted marketing campaigns.
What is the range of times people went to the movies if 20 people go to the movies 8 times a month, 45 people go to the movies 7 times a month, 72 people go to the movies 6 times a month, 58 people go to the movies 5 times a month, and 32 people go to the movies 4 times a month?
The resort's peak season occurred during the second quarter.
Why do empathetic people sometimes experience stress, but burn out, and codependent relationships?
They fail to draw a line between being empathetic and losing their own identities
True or false: All employees make an impact on a business.
To estimate income.
One important function of the main business activity of marketing is the __________ of goods or services.
When they are needed.
Which of the following sources is most likely to contain timely information:
a technical-trend report that was written on February 5, 2015
Which of the following is an example of direct marketing tactic used in tourism:
a tour wholesaler sends an e-newsletter to clients every month to let them know about new tour products and industry trends
An effective technique to use when writing persuasive messages to customers is to
appeal to their needs
One way for an audience to show that it supports a speaker's opinion is by ______ the speaker
applauding
Susan has a middle management position in her company. Her primary job responsibility is likely to be
being responsible for other manager or supervisors
Claire booked a room at an inn in Charleston, SC. When she arrived, she parked her car in the on-property parking garage. After checking in, she used the inn's check-cashing service and got restaurant recommendations form the concierge. In the evening, Claire enjoyed the cookies and milk provided by the inn. What is the supporting product in this scenario?
cookies and milk
When Vendela takes notes in her business class, she draws a line down her paper about 2 1/2 inches from the left side. On the right side of the line, she records her notes from the class lecture. After class, Vendela reviews her notes and writes down key owrds and phrases in the left column. Vendeal usese the ________ note taking system.
cornell
An upscale department store tracks customer purchases made with store credit and then tailors promotional messages and merchandise offers to specific clients based on their purchases. What software allows the retailer to manage this strategy?
database
What type of buying structure distributes the buying responsibility among geographical districts?
decentralized
When Kevin walked into Millie's Diner, he received at 15% off coupon for the diner's daily breakfast special on his smartphone. What mobile marketing application did Millie's Diner use to communicate with its customer?
geolocation
When an employee realizes that a caller needs to speak to some other employee or department, the person should
give the caller the correct number and transfer the call
The information about people who have patronized a hotel/motel is usually kept in a ________ file.
guest history
Being a volunteer for a nonprofit organization is one way that an individual can participate in activities that are similar to
having paid work experience
When creating and posting information to a website, one of the most important considerations is the
home page
Two Sleep-n-Go Motel franchises that are located five miles apart compete for the same customers. What type of channel conflict does this exemplify?
horizontal
Over time, research indicated that a growing number of young adults were interested in taking bus tours. It also revealed that young adults do not take bus tours because they feel that most tours are for senior citizens. As a result, a tour wholesaler developed tour packages that appeal to people between 18 and 30 years old. In this situation, the marketing research helped the tour wholesaler
identify an emerging trend
Maeve is in the midst of developing a new advertisement for her event-planning business. Although she is pleased with the font and font size that she is using, she dislikes the amount of space between the individual letters and words in the ad. Maeve should adjust the _________ of the text in the advertisement
kerning and tracking
Nate has a knack for getting others to see things his way. He wants to lead a change at work, so he starts b putting together a presentation for his boss, showing why the change is necessary. Which characteristic of an effective charge leader is Nate demonstrating in this situation?
loves to learn new things
Keeping the business operation running smoothly is one of the primary functions of business
maintenance
Which of the following research techniques should you select if you need an accurate picture of a hotel restaurant customers' buying or usage patterns/habits:
observation
An example of price in the hospitality industry is the amount a guest pays for
on night and an all-inclusive resort
What software are hotels, resorts, and various transportation entities using to expedite the reservation process for customers?
online booking
A travel agent schedules a business trip for a client and also sells the client tickets to three Broadway Shows. This is an example of
product extension
Which of the following records that contains information about their investments should individuals keep:
purchase
What is the most important benefit of email versus direct mail?
real dialogue with individual customers
Which of the following are examples of expenses that should be considered when developing a personal budget:
rent, entertainment, and insurance
Which of the following is the most appropriate response for an employee to make when s/he discovers a safety hazard:
report or correct the hazard
Which of the following is a reliable source of information that a resort can use to determine its peak season:
sales history
Sheila decides to invest some of her money. She doesn't like to take big risks, and she wants to be able to access all of her money at all times. She also doesn't mind not earning much interest. Sheila should invest her money in a
savings account
Which of the following might indicate a job applicant's initiative when applying for an entry-level position:
sending a letter of application
A restaurant wants to predict how their customers will react to a new menu. What type of relationship should the restaurant mine from from blogs?
sequential patterns
A person who promotes Walt Disney theme park is marketing a(n)
service
Which of the following actions is best for advancing in a hospitality and tourism career
serving on committees outside your job description
An enclosed display that limits customers' access to merchandise is a(n) ________ display
shadow box
Following a stay at a beach resort, a guest wrote a positive review of it on the Orbitz website. This is an example of a(n)
word-of-mouth (WOM) strategy
A project manager persuading group members to reach an agreement about how to carry out a project is an example of
...
An advertising proof shows the advertiser exactly how an ad
...
An example of a service approach in selling is
...
A characteristic of the accrual method of accounting is that it
Collectibles.
Matt is balancing his checkbook for the first time. He compares the checks he has written over the last month with those listed on his statement and finds that all of his checks have cleared. Next, he verifies that his latest paycheck, which he deposited the previous day, is on the list. It is not, so he adds it to his statement balance. After this, he should
College education
Which of the following is a benefit of international trade:
Depression.
Which of the following is an example of entrepreneurship:
Elissa starts a company when she develops a new app
Time utility makes products available to the consumer
Fill orders within a specified amount of time.
Sara is a new marketing employee who is learning that the best way to listen to customers is
Follow directions.
When defending their ideas objectively, employees should be prepared to
Formal.
Communication between two employees with the same level of authority in the business is __________ communication.
Gain attention, introduce service, create desire for product, and encourage purchase.
Which of the following is a true statement:
Getting acquainted with coworkers helps you to treat them fairly
The reason businesses obtain information usually is to apply it in order to
Guest history records
Which of the following will help you to have a pleasant voice when speaking to customers:
Horizontal.
Businesses' profits are at a 30-year low, but consumer savings are at an all-time high. For more than a year, unemployment has also been at record levels. What is the state of the economy?
Low depth, high scope.
. Eva works at a hotel registration desk. When a customer was checking in tonight, Eva reminded him that checkout time would be 11:00 a.m. "No, it's not!" he exclaimed. "It's always at 11:30!" Eva's customer is
Speaking at a comfortable volume
Ingrid is able to access information from her desktop publishing software, word-processing software, and spreadsheet software at the same time on her personal computer. This is an example of an operation system with ___________ capabilities
Multitasking
Kaylee is the event coordinator for the Houghton Hotel. She is placing an order for unique table centerpieces with a vendor on behalf of a client who is holding a wedding reception at the hotel. What type of order is Kaylee placing?
Special
Listening carefully should enable employees to
Strong leadership
Of the following ownership investments, which involves owning items that gain or lose value over time:
Subtract fees and charges.
Last year's quarterly sales for Mountain High Ski Resort were as follows: 1st Quarter: $652,276; 2nd Quarter: $947,550; 3rd Quarter: $423,835; 4th Quarter: $345,766 What does the data reveal about the resort's sales?
Tax change.
The manager of a franchise business prepares a monthly calendar according to the franchisor's requirements. What level of depth and scope are involved in this task?
Taxes and borrowing.
As a primary source of law, federal statutes are enacted by
The U.S. Congress.
When you receive criticism on the job, the best course of action would be to
You must decide whether or not to drink with friends at a party
Consumers of hospitality products have the right to expect businesses to provide goods and services that
are safe and clean
Kimberly, who lives in Cleveland, Ohio, is planning to take a short trip to Cincinnati next month. Last weekend, she spent several hours surfing the Web to lcate information about tourist activities and hotels in and around Cincinnati. The following Wednesday, when she went online to do some research for her history report, she discovered and advertisement for CincinnatiUSA.com on a website about the French Revolution. This is an example of ________ advertising
behavioral
A health spa develops a print advertisement that contains two-photos-- one of a stressed-out woman before she goes to the spa and one of her looking very relaxed after her stay at the spa. In this situation, the illustrations are communicating product
benefits
What technique should be used when evaluating multiple vendors' canned goods to ensure that the evaluators provide unbiased reviews?
blind testing
Government regulation is financed by taxes and
borrowing
Which of the following accompanies a strong, growing economy:
boycott
During a manager's meeting, Jon says, "In relation to Marilee's previous remark, our department has a similar problem. Perhaps we should form an internal committee to address these issues." In this situation, Jon is contributing to a group discussion by
building on someone else's comment
What is an advantage to a company that effectively manages its business information?
collaborating
The Putnam Company requires its employees to use the Modern Language Association (MLA) style book when writing business documents because it provides
consistency
Consumers can borrow against future income to make current purchases by making use of
credit
Part of display maintenance is deciding when a display should be changed. How frequently should this occur?
depends on circumstances
Governments can encourage entrepreneurial development by
deregulating and reducing taxes
Which of the following would be a job responsibility of warehouse employees:
determining were to store goods between production and consumption
An amusement park offers a special Labor Day package that can be purchased only through the park. This is an example of ___________ distribution.
direct
Promotion in the hospitality industry often consists of
direct marketing and personal selling
Kathy's once-booming traditional brick-and-mortar travel agency is financially struggling. For many years, the majority of Kathy's revenue came from commissions on airline ticket sales. Now though, most of Kathy's clients purchase their tickets online instead of from her travel agency. These clients can purchase tickets directly from the airlines or through online travel agencies like Price line or Expedia. Oftentimes, the tickets that they purchase online are less expensive than the tickets that Kathy offers. This is an example of
disintermediation
When employees are working faster or better, they are increasing their
efficiency
Which of the following security measures is often found in lodging establishments:
electronic key cards
Requiring businesses to control pollution and to dispose of hazardous waste properly are some of the main functions ________ regulations
environmental
Our economy shifted from a service economy to a(n) _______ economy.
experience
The exchange rate of a nation's currency is most likely to decrease when the nation
experiences political instability
Which of the following is an example of how businesses are using advergaming:
featuring products on billboards in online games
Why should salespeople create favorable impressions during the initial contact with customers?
first impressions are difficult to change
Before you can perform new tasks, you should first read the instruction manual so you can
follow the written directions in the proper sequence
A fish bone diagram is a quality-control tool used to
identify cause and effect
The purpose of the first paragraph of the letter of application is to
identify the purpose of the letter and the job for which you are applying
Which of the following is a way that using product substitution can benefit a hospitality and tourism business:
improved reputation
Hospitality organizations often make financial donations to local charities, support community interests, and participate in chamber of commerce activities in an effort to
increase their public presence
Jorge is considering whether to invest $100 at his bank, but first, he wants to know what his $100 will be worth in a year. To figure this out, Jorge needs to know the
interest rate
What can businesses do during an orientation session to help new employees feel comfortable in the workplace?
introduce them to other employees
What types of business records would provide a company with information about the movement of its products?
inventory
One way to show your coworkers that you are interested in what they are saying by
making eye contact
The primary reason for a business to carefully track of all its vendors' invoices is to
monitor and control expenses
When a customer raises an objection about an item being shown, the salesperson should consider the objections as an
opportunity to remove a barrier to the completion of the sale
Which of the following is an important factor that hotel restaurants consider when deciding when to buy food items
perishability
A manager who has a reputation of being knowledgeable and experienced usually has the ability to _______ employees.
persuade
Jane is the owner of a pizza shop associated with a national chain of pizza restaurants. She established her businesses in a regional supermarket. The pizza shop is referred to as a
piggy bank franchise
Credit is often used as a selling tool because it helps to create _________ utility.
place
Which of the following is often the best way for a salesperson to handle the slow/methodical type of difficult customer:
summarize benefits
What effect do demands on your time have on the supply of time available to you?
supply matches time demanded
Members of the air-traffic controllers' union stopped working to support the pilot's union that recently went on strike. This is an example of a
sympathetic strike
Phil works from his home office on Tuesday and Thursdays. This is known as
telecommuting
To ensure the consistency of key elements on all of the website's pages, it is helpful to develop a(n)
template
Which of the following is the proofreading symbol used to designate a word or a letter that should be capitalized:
three lines under the word or letter
Why do businesses feel it is important to maintain accurate accounting records?
to monitor financial status
Why is it important for businesses to understand the legal considerations for finance?
to reduce expenses
Why do businesses managers often prepare and use presentation software to support reports?
to simplify complex information
Determining project costs involves taking the information gained from assessing needed resources and
translating it into a realistic budget
A manufacturer is a type of business that
turns raw goods into useful products
