Hospitality and Tourism Exam: Quiz 1 (odd numbers )

59. Why do many businesses store information in a computerized database? A. To transmit documents B. To communicate with vendors C. To maintain client lists D. To monitor economic trends

A

63. Which of the following is an example of a current trend in business: A. Expanding economic growth B. Protecting consumer privacy C. Developing market research D. Promoting private enterprise

A

1. What is a common consequence that comes with a civil lawsuit? A. Paying a fine B. Serving time in prison C. Performing community service D. Attending counseling session

A

15. When Izzy spilled lemonade in a customer's lap, she apologized and brought out another lemonade to replace it. The customer was still unhappy and told Izzy that he wouldn't be returning to the restaurant. What could Izzy have done to recover in this situation? A. Offered the customer a restaurant gift card B. Explained to the customer why he was being unreasonable C. Avoided the customer and sent out a different server D. Offered the customer an iced tea instead

A

17. Tariq works at the front desk of a hotel. He tries to keep customers happy, but he finds it difficult to do so because his company does not have strong policies in place to handle issues. Tariq's customer service practices are affected by A. organizational culture. B. his extraverted personality. C. local competition. D. customer loyalty.

A

23. A manufacturing company is well-suited for a divisional organizational structure broken down by A. Process B. Job function C. Customer type D. Product

A

29. Assuming that all people of a certain nationality will work long hours for low pay is an example of A. stereotyping. B. discrimination. C. prejudice. D. harassment.

A

43. Chandra wants to develop a personal budget. What is the first step she should take? A. Establishing her goals B. Estimating her income C. Determining regular expenditures D. Allocating income

A

47. A business's balance sheet lists $2,500 in cash, $6,125 in accounts receivable, $3,775 in inventory, $10,350 in machinery and equipment, and $4,280 in accounts payable. Calculate the business's total assets. A. $22,750 B. $18,470 C. $15,225 D. $27,030

A

53. You look up to your older brother and his group of friends. Sometimes, what they buy influences what you buy. This is an example of a A. membership group. B. reference group. C. psychological influence. D. situational influence.

A

57. Which of the following is an example of a business using technology to improve the efficiency of its salespeople: A. Accepting debit transactions B. Providing laptops, tablets, and smartphones C. Providing a week of in-person training D. Installing security cameras

A

69. Darryl works in purchasing and is currently accepting bids for an upcoming project. What is an ethical issue he may encounter during this process? A. Noncompliance with safety regulations B. Violation of company Internet policies C. Employee theft D. Bribery

A

71. What might businesses lose if their employees are injured on the job and are unable to work? A. Assets B. Benefits C. Sales D. Goods

A

73. Which of the following is a true statement about a project plan: A. It emphasizes flexibility over strategy. B. It is not necessary for every project. C. It is a roadmap. D. It is "set in stone"—unchanging.

A

75. Because a normally stocked item is backordered and a customer needs to get the item as soon as possible, Barston Distributors asks its vendor to ship the item directly to the customer when it is available. What type of purchase order does this exemplify? A. Advance placement B. Open C. Standing D. Drop shipment

A

81. Emergency procedures that involve escape and evacuation because of fire or natural disasters usually include plans for identifying A. relatives of passengers. B. travelers with disabilities. C. hazardous materials. D. suspicious activities.

A

85. Participating in school-operated programs such as the school store or library is one way that students might obtain A. college information. B. additional education. C. work experience. D. job approval.

A

11. Jenna is a social media coordinator for a boutique hotel. What is one task she should be sure to do every day? A. Add 1,000 new followers B. Respond to customer inquiries C. Engage with community influencers D. Define her target audience

B

13. A customer complained about the new toaster she had purchased because, even on the lowest setting, it burned the toast. This kind of complaint is caused by the A. wholesaler. B. manufacturer. C. retailer. D. salesperson.

B

25. Larry's Pro Shop sold $583,000 in merchandise during the year. He paid out $259,000 for equipment, salaries, and utilities. His company had $100,000 left over after taxes. The company's __________ was $224,000. A. gross profit B. cost of merchandise C. annual income D. net profit

B

31. One of the ways that responsible employees benefit the business is that they A. require more company rules. B. require less supervision. C. do not demand raises or promotions. D. know how to do incorrect work over.

B

33. Communicating with others is a good way to demonstrate fairness because it A. prevents bias from affecting decision-making. B. allows everyone to have a fair chance to be heard. C. promotes the equality approach to fairness. D. allows you to ignore critical feedback.

B

35. Which of the following comments by a supervisor is an example of destructive criticism: A. "Try both methods and decide which works better." B. "You must be stupid if you don't know how to do that by now." C. "I would prefer that you do the job this way." D. "If you try to work when you have such a cold, you may give it to customers."

B

49. How does the finance function relate to company spending? A. It produces reports about spending. B. It plans and controls spending. C. It spends on investment only. D. It does not relate to spending.

B

55. Simon is creating a report for his boss and comes across a passage he wants to use in the report: "Time stands still for nobody, and yet we all think it revolves around us." He changes the passage to "We all think time revolves around us, but it doesn't stand still for anybody" and references the source in the document. Simon is A. quoting. B. paraphrasing. C. summarizing. D. plagiarizing.

B

61. When marketing researchers review the level of affiliation between two variables, they are evaluating the ___________ of data components. A. affirmation B. predictability C. sensitivity D. correlation

B

83. Employees have the right to A. not be fired. B. form unions. C. view all human resources files. D. unrestricted Internet access.

B

89. A new airline offers much lower fares than its competitors to attract potential travelers. This is an example of A. penetration pricing. B. psychological pricing. C. price lining. D. price skimming.

B

93. Which of the following examples illustrates the concept of product in the hospitality industry: A. A bed and breakfast advertising private baths and a fireplace in each room B. A conference center making reservations at other properties C. A resort promoting that it treats guests like family D. A cruise ship providing a list of rental car agencies located at ports-of-call

B

95. One of the reasons that direct mail is frequently used as a promotional method by hotels/motels is that A. direct mail is inexpensive. B. direct mail is impersonal. C. hotels/motels focus on having guests return. D. hotels/motels usually keep guest history records.

B

27. Which of the following is a typical result of price instability: A. Long-term government projects are easier to arrange. B. Wealth is redistributed in a way that is often productive to the economy. C. It becomes difficult for consumers to plan ahead. D. Businesses often hire more employees.

C

39. Maggie owns an auto repair business. She'd like to be the best auto repair shop in the city. Is this a goal or a vision? A. A goal. It's long term, overarching, and inspirational. B. A vision. It's specific, measurable, and time bound. C. A vision. It's long term, overarching, and inspirational. D. A goal. It's specific, measurable, and time bound.

C

41. Which of the following is an example of entrepreneurship: A. Raul invests his money in the stock market. B. Wesley starts working for his mother's accounting firm. C. Elissa starts a company when she develops a new app. D. Penelope asks her boss for a pay raise.

C

5. A client who is resistant to your sales pitch might show his/her defensiveness by A. making eye contact. B. smiling. C. crossing his/her arms. D. nodding her/his head.

C

51. Which of the following is an example of ethical behavior in human resources management: A. Judging an employee on the basis of work performance B. Promoting an employee on the basis of friendship C. Hiring an applicant on the basis of gender D. Interviewing an applicant on the basis of appearance

C

65. If a company wants to promote specific products to previous customers, what would be the best way for it to obtain the necessary data for a mailing list? A. By reviewing its marketing research plans B. By purchasing information from competitors C. By purchasing data from outside researchers D. By searching its own customer database

C

67. Before creating a media presentation, you should first plan the text and illustrations for the presentation by A. developing a schedule. B. creating a storyboard. C. creating the needed slides. D. planning slide transitions.

C

9. When writing an executive summary, be sure that you A. make the summary at least 1/10th as long as the full report. B. use as much business jargon as possible. C. target people who don't have time to read the full report. D. include every point from the full report.

C

19. The manager of the Majesty Resort just quit in the middle of summer vacation season. She told the owner that she felt too overwhelmed by all of the work she had to do. The owner of the Majesty Resort should have A. closed down the resort during peaks in demand. B. hired a more responsible manager. C. convinced the manager to stay. D. increased staffing for peaks in demand

D

21. Into what two categories can wants be divided? A. Unlimited and noneconomic B. Unlimited and economics C. Unlimited and limited D. Economic and noneconomic

D

3. From a legal standpoint, hospitality and tourism customers have the right to expect businesses in this industry to take A. total responsibility for accidents. B. no risks. C. insurance out of each customer. D. reasonable care.

D

37. For several months, June has felt very tired at work. She has a hard time focusing on her job, is often irritated at her coworkers, and has turned in several late assignments. At home, June feels considerably better. June is experiencing A. organizational change. B. employee stress. C. employee turnover. D. employee burnout.

D

45. What type of insurance do you need to purchase if you want to ensure that your beneficiaries receive an inheritance? A. Long-term care insurance B. Term life insurance C. Disability insurance D. Universal life insurance

D

7. Which of the following visual aids is often used to clearly illustrate a company's sales by region: A. Venn diagram B. Organizational chart C. Flowchart D. Geographical map

D

77. How can a business sell more goods to increase profit quickly, but do so without increasing expenses? A. Set lower prices B. Purchase extra stock C. Hire additional staff D. Plan special events

D

79. Akua is in charge of supervising the entire process of getting products into the marketplace, otherwise known as the flow of goods. Akua's job title is most likely A. Supply Chain Manager. B. Line Supervisor. C. Chief Financial Officer. D. Inventory Manager.

D

87. A primary reason hospitality employees and businesses join professional or trade organizations is to A. obtain further education and certification. B. develop promotional efforts and materials. C. qualify for additional government funding. D. increase employee productivity.

D

91. The manufacturer of a defective clock refused to honor the clock's guarantee and give the customer a refund. The customer's right to demand satisfaction from the clock manufacturer is known as A. legal recourse. B. a guarantee. C. a warranty. D. liability lawsuit.

D

97. Risk managers often use computerized catastrophe modeling to estimate the losses that their company could suffer as a result of A. hurricanes, earthquakes, and terrorist attacks. B. hurricanes, embezzlement, and terrorist attacks. C. robberies, embezzlement, and terrorist attacks. D. robberies, embezzlement, and sexual harassment claims.

D

99. A customer hands a cashier a coupon for 20% off the price of a CD player. If the retail price of the CD player is $180, what is the price of the item after processing the coupon? A. $144 B. $140 C. $156 D. $168

D