hospitality test 2010
1. Which of the following is a function of the United States' judicial system: A. To interpret laws C. To license attorneys B. To develop regulations D. To analyze crimes
A
60. The foundation of the operations function is A. quality control. C. purchasing. B. maintenance and repairs. D. production planning.
D
14. It is important for employees to demonstrate a customer-service mindset when they are A. handling problems. C. placing orders. B. contacting suppliers. D. preparing schedules. 15. Employee
A
15. Employees often try to make sure that they understand what a customer is asking about a business policy by __________ the customer's question. A. restating C. ignoring B. writing down D. refuting
A
57. One way that a business protects its vital records is by A. storing them in a safe environment. C. filing them in cardboard boxes. B. keeping them in the business office. D. converting them to videotapes.
A
26. In general, people judge your integrity on the basis of your A. behavior. C. education. B. appearance. D. occupation.
A
28. When people make you angry or upset, you may be able to maintain your self-control if you A. make an effort to remain calm. C. adopt a defensive attitude. B. use language to vent your anger. D. frown to indicate your displeasure.
A
3. Which of the following is one of the rights of customers in the travel and tourism industry: A. To be informed about a destination's social conditions B. To be asked if they want to buy trip insurance C. To be reminded that foreign travel is often dangerous D. To be told about a competitor's refund policy
A
33. Penny finds her daily work tasks to be less mundane now that she understands how they contribute to accomplishing the team's shared vision. Which benefit of a shared vision has helped Penny in this situation? A. It provides focus for team members' energy. C. It acts as a guide for decision-making. B. It creates accountability. D. It stimulates creativity.
A
35. When the Silvers purchased their new car, the dealership representative sold their contract to another company in exchange for cash. To what type of business would the dealership have sold the Silvers' contract? A. Finance company C. Commercial bank B. Savings and loan association D. Credit union
A
37. Reconciling a personal bank statement is the process of determining any differences between the bank statement balance and the A. checkbook balance. C. canceled checks. B. balance sheet. D. deposit slips.
A
39. One of the benefits of buying whole-life insurance is that over time A. it builds up cash value. C. it pays high interest. B. the premiums decrease. D. the face value increases.
A
41. By comparing the categories in an income statement, a business will be able to determine if it is A. spending too much on expenses. C. earning too much income. B. paying too little for supplies. D. acquiring goods for too low a price.
A
46. Which of the following would best enable a hotel to assess its business guests' ongoing behavior: A. Sales records C. Test markets B. Focus groups D. Surveys
A
49. Businesses often use promotional campaigns to create or improve their A. image. C. safety. B. credit. D. displays.
A
7. What should a business employee do after taking a telephone message for a coworker? A. Thank the caller C. Contact a supervisor B. Write a detailed explanation D. File the information
A
77. Demand is often a factor that has a significant effect on the __________ of travel and tourism products. A. price C. quality B. availability D. source
A
8. When you state a fact, it's important to A. be accurate. C. generalize. B. think before you speak. D. change your mind.
A
9. When organizing an oral presentation, you use chronological order to A. put items in time sequence. C. arrange material into related subcategories. B. describe a problem and a plan for solving it. D. emphasize the relationship between events.
A
90. When identifying community issues for company involvement, businesses often consider which ones will A. contribute to the social good. C. generate positive publicity. B. earn a reasonable profit. D. build consumer loyalty.
A
17. What can a cruise ship provide its customers to improve its service image and give itself a competitive advantage? A. Room service C. Standard products B. Personalized activity schedules D. Open-door policy
B
19. The prices that consumers are willing to pay for goods and services often depend on the __________ they expect to receive. A. amount of discount C. number of refunds B. amount of satisfaction D. percent of commission
B
12. A collection letter that a business writes to customers to encourage them to pay is an example of a(n) __________ message. A. informational C. threatening B. persuasive D. aggressive
B
10. Which of the following is a guideline for developing effective written communication: A. Be wordy C. Be thorough B. Be repetitious D. Be trite
C
2. After only her seventh month in business, Martha realized that her new business venture was paying off, and she would be taking home a $1,000 profit for the month. Finally, she could reap the financial rewards of being the boss. This is an advantage of what type of business ownership? A. Partnership C. Corporation B. Sole proprietorship D. Merger
B
20. An example of performing business activities in an "out of the ordinary" way is when a business A. operates as the link between customers and products. B. hires an outside firm to perform its marketing. C. begins long-term planning and organization. D. offers a new product in a popular product line.
B
21. Which type of resource would most likely encourage a company to do business with a foreign firm: A. Abundant C. Consumable B. Scarce D. Reusable
B
27. People with a positive attitude are often referred to as A. pessimists. C. realists. B. optimists. D. extremists.
B
31. Refusing requests can be a particularly tough task A. when you are sick. C. for an aggressive person. B. at work. D. during the summer.
B
32. When two people in the same department disagree about how to allocate their budget, they are experiencing a(n) A. internal conflict. C. labor dispute. B. external conflict. D. reconcilable dispute.
B
48. When presenting marketing research results to key decision makers, which of the following is the most important action for the researcher to take? A. Present the data graphically B. Highlight key findings C. Explain statistics used to obtain the results D. Incorporate both primary and secondary data
B
52. Who is responsible for information management? A. The information management department C. An information technology manager B. Everyone in the organization D. The chief executive officer
B
53. Which of the following is a form of technology that reduces the need for manual labor and maximizes production efficiency: A. Web feeds C. Satellite tracking systems B. Robotics D. Webcasts
B
56. An advantage to a business that uses collaborative computer software is that its employees can share information quickly, which increases their A. independence. C. profit. B. productivity. D. motivation.
B
74. Billy Bob's, a local restaurant, wants to be involved in a citywide summer festival. Which of the following associations should Billy Bob's contact and why: A. The National Restaurant Association because Billy Bob's is a restaurant B. The chamber of commerce because local chapters are often involved in special sales-promotion events C. The Hospitality and Tourism Association because Billy Bob's restaurant is a hospitality business D. The local shopping mall's association because the mall is likely to plan shopping events
B
86. Digital color is a type of A. media strategy. C. graphic design. B. printing process. D. advertising method.
B
89. One reason why it is important for a business to be involved in community activities is because this involvement often A. requires employees to donate their time. C. helps the business to test new products. B. sets the business apart from competitors. D. allows customers to meet top management.
B
91. What do businesses often include with a news release to attract an editor's attention: A. Promotional souvenir C. Reference list B. Captioned photograph D. Thank -you letter
B
93. What is a guideline that a restaurant might follow to maintain displays in good condition? A. Add new props C. Change backgrounds B. Remove damaged items D. Update color schemes
B
95. The Regal Hotel sends a 20% discount coupon to its previous guests to use if they book a room during a specific time period. This is an example of a(n) A. institutional advertisement. C. opt-in e-mail. B. sales promotion. D. trade-in allowance.
B
96. To promote a new package tour to India, a travel agency that wants to use creative themes and point-ofpurchase displays might A. hold a sweepstakes with expensive prizes for customers who purchase the tour. B. designate a week for displays to feature souvenirs, videos, and photos pertaining to the tour. C. offer monthly sales incentives to agents who book the most seats on the tour. D. advertise special discounts or price breaks on buses, taxis, and billboards.
B
100. When is the best time for a front-desk hotel employee to recommend hospitality services, such as dining and exercise facilities, to a hotel guest: A. After posting charges C. During check-in B. After posting credits D. During check-out
C
11. What part of a business letter contains the writer's message? A. Salutation C. Body B. Introduction D. Close
C
18. Using a stream to supply water to a field in order to grow crops is an example of using A. capital goods. C. natural resources. B. human resources. D. economic resources.
C
24. One of the principal objectives of labor unions is A. reduced labor costs. C. increased wages. B. improved worker efficiency. D. retained managerial authority.
C
30. The role of women can cause cultural sensitivity issues because A. men avoid working for women. B. women exceed men's accomplishments in higher education. C. in many cultures, women do not have complete independence. D. women usually do not become managers.
C
42. Which of the following is a primary responsibility of a company's financial function: A. Materials allocation C. Cash management B. Product sourcing D. Sales forecasting
C
43. Which of the following is an on-boarding activity: A. Grievances C. Orientation B. Compliance D. Exit interviews
C
45. Which of the following would be most useful in tracking environmental changes in technology that impact hospitality and tourism marketing: A. Average check size C. Trade magazines B. Customers D. Consumer magazines
C
51. In determining potential lodging markets, industry leaders must look at the most common marketing segment in the lodging industry which is defined by A. life stage. C. trip purpose. B. geographic area. D. income level.
C
54. When writing e-mail messages, employees should remember that e-mails A. are formal correspondence. C. can be forwarded to others. B. take a long time to prepare. D. are private conversations.
C
55. Which of the following is the primary capability of most word-processing software programs: A. To maintain customer lists C. To create text documents B. To generate spreadsheets D. To catalog personnel records
C
61. The Occupational Safety and Health Administration (OSHA) is a federal government agency that tries to prevent A. employee theft. C. hazards in the workplace. B. high levels of unemployment. D. natural risks.
C
62. A major cause of accidents on the job is A. OSHA rules. C. an unsafe environment. B. job transfers. D. being safety-conscious.
C
63. Which of the following is an example of employee pilferage: A. Installing personally owned software on your computer at work B. Changing the amount specified on a check you prepare for the company C. Padding an expense account D. Hacking into your company's computer to obtain trade secrets
C
65. Which of the following should a business calculate before deciding what price to charge for its goods: A. Trade-in allowance C. Break-even point B. Sales-volume quota D. Prime-interest rate
C
67. Which of the following is a slogan that a store might develop to remind its employees of their first priority when making decisions if they are approached by a robber: A. Protect Property Please C. Protect People First B. Provide Police Protection D. Prosecute to Pay Profits
C
69. A business's employees should keep themselves well groomed and A. accessorize with plenty of jewelry. C. abide by the dress policies of the employer. B. wear their most expensive clothes. D. demonstrate personal clothing tastes.
C
73. Which of the following are the best references to list in a résumé: A. Coworkers C. Former employers B. Family members D. Classmates
C
76. What is the typical effect of an economic slowdown on the hospitality industry? A. A decrease in the number of guests and a decrease in the number of rooms available B. An increase in the number of guests and a decrease in the number of rooms available C. A decrease in the number of guests and an increase in the number of rooms available D. An increase in the number of guests and an increase in the number of rooms available
C
78. Why do businesses often try to develop a unique positioning concept for a new product? A. To create an original marketing plan C. To set it apart from competitors B. To monitor its growth stage D. To identify innovative objectives
C
79. If one 16-pound turkey usually serves 15 people, how many turkeys should a restaurant purchase in order to serve 50 customers? A. Five C. Four B. Three D. Six
C
80. Which of the following is the core product in the hospitality industry: A. Retailing C. Lodging B. Entertainment D. Food service
C
81. Which of the following is a distinct service that a resort, which is located near a large amusement park, might provide its guests: A. Room C. Shuttle B. Courier D. Dining
C
82. One of the disadvantages to marketers of using streaming media e-mail is that it requires the recipient to have a(n) A. complicated operating system. C. high-speed Internet connection. B. sophisticated computer keyboard. D. unlisted telephone number.
C
92. The Smart Travelers' Store is planning a special promotion for Valentine's Day. What should you do the day before to make sure that your department is prepared? A. Make sure advertisements appeared in the newspaper. B. Determine whether anything needs to be ordered. C. Confirm that red items have been displayed. D. Staff the store with the same salespeople who worked last year.
C
97. An appropriate question for a hotel's sales staff to ask a potential business customer who is booking a meeting room is about A. other hotels that are being considered. C. audio-visual needs for the meeting. B. attendees' sensitivity to cold rooms. D. budget the customer has to work with.
C
13. Which of the following is an acceptable reason to send an office memorandum: A. To establish a personal friendship line C. To order merchandise from a vendor B. To wish an employee a happy birthday D. To announce the addition of a new product
D
16. A waitperson has let the shift supervisor know that a customer is very upset because his order was not cooked properly at first. When the order was returned to the table, the food lacked the requested toppings. The customer threatens to not come back to the restaurant. What action should the shift supervisor take? A. Tell the customer that many customers have had the same complaint B. Explain to the customer that the cook is trying to improve C. Act busy while talking to the customer D. Apologize to the customer and indicate that there is no charge for the order
D
22. Which of the following is one type of information needed to compute the gross profit of a business: A. Operating expenses C. Market share B. Net profit D. Income from sales
D
23. An employee of a quick-serve restaurant prepares French fries, while another cooks hamburgers, and still another takes customer orders. This is an example of labor specialization by A. stages of production. C. trade or profession. B. geographic region. D. job task.
D
25. Which of the following is a hand gesture that businesspeople should understand the meaning of in other cultures to avoid offending businesspeople in those countries: A. Crossed arms C. Embrace B. Handshake D. OK sign
D
29. Which of the following kinds of feedback is most likely to reinforce a certain behavior: A. External C. Critical B. Negative D. Positive
D
34. Sally is sure she won't like her new coworker, Janet, because Janet is from New England. Sally doesn't know anyone from New England, but she believes they are cold and unfriendly. Sally's attitude is an example of A. generosity. C. grievance. B. thoughtfulness. D. prejudice.
D
36. Financial planning can be described as a way to A. retire with a million dollars by the time you're age 40. B. remove the fun from saving and investing. C. make it all right to treat yourself. D. realize what it takes to get the things you really want
D
38. In investing, legal owning- or lending-agreements between individuals, businesses, or governments are known as A. guarantees. C. contracts. B. bonds. D. securities.
D
4. Which of the following is a benefit of channels of distribution: A. We spend more time looking for products we want. B. Producers must spend more money. C. Retailers must spend more money. D. We can more easily obtain products from all over the world.
D
40. Business risk can be reduced through careful planning and by A. transferring decision-making responsibility to an assistant. B. ignoring current and future economic conditions. C. quickly narrowing the choice of possible actions. D. making reasonable decisions as new conditions develop.
D
44. How could the corporate headquarters of a national restaurant chain use the U.S. Census data that it obtained online? A. To determine ease of access to a new restaurant's location B. To determine what type of restaurant to open in a geographic area C. To determine availability of management personnel who want to run a new restaurant D. To determine where to locate a new restaurant based on population growth
D
47. Calculate the mean if 420 customers rated the quality of service on a scale of 1 to 6 in the following manner: 30 rated it a 1; 82 rated it a 2; 114 rated it a 3; 96 rated it a 4; 67 rated it a 5; and 31 rated it a 6. A. 3.6 C. 3.1 B. 3.3 D. 3.4
D
5. To make sure products are available when customers want them, a business should coordinate promotion with A. communication. C. segmentation. B. transportation. D. distribution.
D
50. One key difference between product marketing and service marketing is that A. consistency is much more important with a product than with a service. B. products are intangible, while services are tangible. C. products always cost more than services cost. D. services are usually produced and consumed at the same time.
D
58. Why is it important for businesses to interpret statistical findings? A. To organize a database C. To calculate the median B. To develop charts and tables D. To obtain useful information
D
59. A benefit that online reservations systems have created for properties is the ability to A. process fewer guest reservations. B. communicate with guests less often. C. hire fewer front desk clerks. D. rely less on the use of travel agencies for business.
D
6. A skill that promotes effective verbal communication is the ability to A. think of other things while you listen. C. tune out anything boring. B. pretend interest in what is being said. D. listen with your brain.
D
64. Annika, the purchasing specialist for Dottie's Donut Shop, just located a new, less expensive sugar supplier. Dottie does not plan to lower donut prices. If Annika buys the shop's sugar from this cheaper supplier, what is likely to happen? A. The profit margin for donuts will decrease. C. Donut sales will increase. B. Donut sales will decrease. D. The profit margin for donuts will increase.
D
66. Which of the following is a type of business maintenance that routinely services operating equipment: A. Replacement C. Emergency B. Breakdown D. Preventive
D
68. If a motel experiences a fire, earthquake, or severe flood, the motel staff should A. administer first aid as soon as possible. C. call the appropriate medical professionals. B. activate each motel room's sprinkler system. D. follow appropriate emergency procedures.
D
70. A good way to keep yourself from putting off working toward your goal is to A. ask someone to evaluate your commitment. C. make sure your goal is specific. B. make sure your goal is honest. D. set a time limit for reaching the goal.
D
71. What do most creative ideas need in order to come into being? A. Attitude of conformity C. Time for criticism B. Limited amount of cooperation D. Period of incubation
D
72. An employee who answers phone calls and manages the office schedule works in A. human resource management. C. corporate/general management. B. operations management. D. administrative services.
D
75. To stay current on industry trends, promotional methods, and educational opportunities, a hotel manager might A. hire an assessment consultant for staff evaluation. B. develop a staff training manual. C. attend a session with a motivational speaker. D. join a professional trade association.
D
83. Businesses often use vivid colors to present their products in advertisements in order to A. offer choices. C. create balance. B. distract readers. D. provide realism.
D
84. Which of the following is an important part of designing an effective advertisement: A. Position C. Frequency B. Storyboard D. Typography
D
85. One way of tracking marketing-communications activities is through the use of A. interviews. C. surveys. B. questionnaires. D. databases.
D
87. The main message of advertising copy usually focuses on a product's A. dependability. C. warranty. B. features. D. benefits.
D
88. An account manager for a large national travel company is responsible for proofing print ads that will coincide with the company's Super Bowl ads. What type of proof should the account manager request? A. Velox C. Blue lines B. Black-and-white laser D. Press
D
94. Which of the following is a characteristic of certain styles of type: A. Dot pattern C. Pica B. Graphic D. Sans serif
D
98. When restaurant wait staff use substitute selling, they should remember that it is important to always satisfy the A. suppliers' demands. C. owner's requests. B. business's goals. D. customers' needs.
D
99. A travel agent says to a customer, "Should we reserve space for you on this cruise?" What type of sales closing technique has been used? A. Assumptive C. Summative B. Incentive (Bonus) D. Direct
D