DECA Hospitality and Tourism Cluster Practice Exam

The rise of user-friendly travel booking websites such as Expedia has contributed to the declining popularity of A. brick and mortar travel agencies. B. cheap and discount cruise vacations. C. all-inclusive travel packages. D. rental car programs and services.

A: Brick and mortar travel agencies. Travel agents plan and book vacations for customers, handling everything from finding the best deals on hotels to arranging for transportation. User-friendly booking websites such as Expedia have made it easy for consumers to plan and book their own travel, reducing the need for brick and mortar travel agencies. The rise of Internet booking sites has not decreased the popularity of cheap and discount cruise vacations, all-inclusive travel packages, or rental car programs and services.

Mountain View Steakhouse goes above and beyond to create an excellent dining experience for each of its guests. The steakhouse trains its wait staff to be courteous, respectful, and attentive to customers. Based on this information, delivering outstanding customer service is most likely a __________ of the restaurant. A. core value B. business strategy C. public relations plan D. primary risk

A: Core value. Core values describe what is most important to a business and what the business wants to be known for. Mountain View Steakhouse goes above and beyond to serve its customers because excellent customer service is most likely one of its core values—something it takes pride in and wants to be known for. Delivering excellent customer service may be part of a business strategy or public relations plan, but customer service alone is not a strategy or plan. Delivering excellent customer service is not a risk to a restaurant; rather, it prevents risk because customers are happy with the service that they receive.

After being fired from his job, Jack wrote blog posts in which he criticized his former company and all of its employees. He made many negative comments, most of which were untrue. What tort is Jack committing? A. Defamation B. Invasion of privacy C. Battery D. Negligence

A: Defamation. Defamation is the publication of an untrue statement that subjects an entity to ridicule or contempt. Jack is publishing untrue information about his former employer out of spite, so he is committing defamation. Invasion of privacy occurs when a person's personal life is exposed unnecessarily. Battery is intentionally touching another in a harmful or offensive way without justification. Negligence includes situations in which harm is caused accidentally. None of these 3 types of torts apply to Jack.

The owners of a Chinese bistro decided to open a Thai restaurant. After surveying their regular customers, they determined that 85% of people sampled would be very likely to visit the new Thai restaurant. Therefore, they determined that the restaurant would be a success in their town. A possible problem with the data collected is that they: A. do not represent the population. B. contain incomplete data. C. include leading questions. D. are full of dishonest responses.

A: Do not represent the population. Because the survey was only given to regular customers of the Chinese restaurant, the sample does not represent the total population of the town. Regular customers are more likely to indicate interest in the new restaurant because they already have a favorable impression of the current restaurant. There is no indication that the data gathered are incomplete, contain leading questions, or are full of dishonest responses.

Larry's Dairy wants to team up with Rookie Cookie to develop one new ice cream flavor. How should Larry's Dairy accomplish this? A. Execute a joint venture B. Create a partnership C. License Rookie Cookie name D. Create a franchise under Rookie Cookie

A: Execute a joint venture. A joint venture is an arrangement that involves two or more businesses entering into a relationship by combining complementary resources such as technology, skills, capital, or distribution channels for the benefit of all parties. The relationship is usually short-term and involves the execution of a single project or transaction. A partnership is a form of business ownership in which the business is owned by two or more persons. Licensing is a business structure that requires the authorization or permission of an owner for another entity to use trademarked, copyrighted or patented material for a specific activity, during a specific time period, for the profit of both parties. A franchise is a contractual agreement between a parent company and a franchisee to distribute goods or services.

Which of the following is an accurate statement regarding the setting of personal financial goals: A. Financial goals cannot be realistically set until a personal budget has been established. B. Wealthy people do not need to make financial plans because they have vast income sources. C. People need to set their goals very high, or they won't be motivated to achieve them. D. Debt must be eliminated before people can determine other personal financial goals.

A: Financial goals cannot be realistically set until a personal budget has been established. Without creating a personal budget of income and expenses first, it would be impossible to set realistic financial goals. Wealthy people may have a great deal of income, but they still have expenses and future financial goals they would like to accomplish. If goals are set too high, it may be difficult to achieve them; it's more advisable to set realistic short-term and long-term goals. Reducing or paying down debt should be part of a budget, but it's not necessary to eliminate it entirely before deciding on other financial goals.

Which of the following statements about the use and arrangement of fonts and copy within social media is accurate: A. Fonts themselves can help engage a reader and communicate a message or idea. B. Once a font is chosen, it is the only one that should be used in marketing efforts. C. Advertisements should use the same fonts due to the quick pace of social media use. D. Copy should include as much content as possible so no important detail is missed.

A: Fonts themselves can help engage a reader and communicate a message or idea. Fonts for logos should rarely be changed, but other copy can be changed to help communicate the intended message. The quick pace of social media requires ads that are eye-catching, which may actually require the use of special fonts. The quick pace of social media requires simplified messages.

A ski resort that is mining data from its database has detected an anomaly (a deviation from standard behavior) that occurred on a holiday weekend. Which of the following is most likely to be the anomaly: A. Food service decreased when the resort was filled to capacity. B. The resort was booked to full capacity, predominately by families. C. Visitors to the website also viewed nearby hotels and restaurants. D. Visitors to the website also viewed nearby holiday attractions.

A: Food service decreased when the resort was filled to capacity. A decrease in food service is an anomaly because food service is much more likely to increase when the resort is filled to capacity. The resort is likely to be booked on the busy holiday weekend by families free to travel during the time. It's common for website visitors to view nearby hotels, restaurants, and nearby holiday attractions.

Jackson works for a hotel as a quality-control specialist. In the past, he inspected every hotel room once a week to ensure that the rooms remained clean, attractive, and fully stocked. Lately, however, he has been skipping weekly inspections and only checking the hotel rooms that guests tell him need attention. What mistake is Jackson making? A. He is being reactive instead of proactive in his quality-control practices. B. He is failing to communicate effectively with the staff he oversees. C. He is not inspecting dirty or unorderly hotel rooms thoroughly enough. D. He is not trusting his housekeeping staff to perform their jobs well.

A: He is being reactive instead of proactive in his quality-control practices. Being proactive means anticipating and preventing problems before they arise, rather than waiting for problems to surface and handling them afterwards. As a quality-control specialist, it is Jackson's job to ensure that every room in his hotel is satisfactory and up to guest standards. He should inspect each hotel room periodically, rather than wait until he receives a complaint. The question does not provide enough information to conclude that Jackson is failing to communicate with his staff, to inspect dirty rooms thoroughly enough, or to trust his staff to perform their jobs well.

Some economists believe that entrepreneurship is a separate type of resource, while others believe that it falls under A. human resources. B. capital goods. C. natural resources. D. noneconomic resources.

A: Human resources. Entrepreneurs are people who assume the risk of starting an innovative new business. Entrepreneurship is sometimes thought to fall under the umbrella of human resources, but some economists believe that entrepreneurs differ from human resources because they are the ones who have the idea and assume the risk of the venture, whereas other people perform the work that makes the idea a reality. Capital goods are manufactured or constructed items that are used to produce goods and services. Natural resources are items found in the environment that are used to produce goods and services. Noneconomic resources are resources that do not have monetary value.

Which of the following statements about search engine optimization (SEO) is the best approach for the tourism industry: A. Identifying the customer's needs will help identify which key words are crucial to attract highly interested customers. B. Appearing in the top Google searches is the most important aspect of SEO strategy for the tourism industry. C. It's not important to consider local factors because a wide scale approach will attract more tourists. D. A broad approach is best because most people search for broad categories when they begin their online research.

A: Identifying customer's needs will help identify which key words are crucial to attract highly interested customers. It's important to identify the specific goals or needs that tourists have in mind when they travel so keywords can be used to lead them to your site. Appearing in top Google searches isn't the most important aspect because the searchers are eventually refined to smaller locales and interests. It's important to consider local factors because they're often of interest to tourists. A broad approach will not take into account tourists' preferences and might prevent your location from appearing in detailed searches.

Which of the following statements accurately describes effective use of digital images in marketing materials: A. Images should reflect the preferences and interests of the company's target market. B. Images should appear on social media such as Instagram, but not on the company's website. C. Images should highlight the company's trustworthy, quality reputation. D. Images are less important than in the past due to consumers' use of mobile media.

A: Images should reflect the preferences and interests of the company's target market. Images need to be created with consumers in mind to have the most impact. While images are predominant on social media sites like Instagram and YouTube, there's no guarantee that images on these sites would be more effective than images on the company's website. Images should highlight the company's trustworthy, quality reputation, but too much focus on the company's reputation can become boring and create little interest among consumers. Images are more important today, not less, due to consumers' use of mobile media.

Travelocity, Hotwire, and Priceline are examples of A. online travel agencies. B. direct channels. C. tour wholesalers. D. travel consortia.

A: Online travel agencies. Online travel agencies are third-party intermediaries that provide travel services and make travel arrangements for customers. They allow people to book hotels, flights, restaurant reservations, and more without going through each company individually. Travelocity, Hotwire, and Priceline are all examples of these. Direct channels are the hotels and restaurants themselves, including their front desks and their own websites. Tour wholesalers are companies that assemble travel packages including transportation, accommodation, and more. Travel consortia are groups of hospitality organizations that are allied for their mutual benefit.

Ian wants to find more clients for his cleaning company, so he asks his friends and family if they know anyone who could use his services. Ian is finding customers by using A. personal sources. B. company leads. C. follow-up. D. cold calls.

A: Personal sources. Personal sources are contacts that each individual has through his/her customers, friends, or relatives. Some of these people might own businesses or be managers of businesses. It is effective to use them as contacts and to ask for referrals. When a salesperson gets a lead from other departments within the same company or from industry trade shows, advertising, telemarketing, social media campaigns, or direct-mail marketing, that's known as a company lead. Follow-up is an important activity that occurs after the sale is made. Cold calls are unannounced telephone calls or visits by a salesperson to prospects about whom little may be known.

Antonio is a technology salesperson. One of the customers he is helping has decided to buy a new laptop. What should Antonio do if he wants to practice his suggestion selling skills? A. Recommend an appropriate case for the laptop B. Ask the customer if s/he has any additional questions C. Help the customer install any necessary software D. Tell the customer about the store's upcoming sale

A: Recommend an appropriate case for the laptop. Suggestion selling involves recommending additional products to a customer to supplement their original purchase. If Antonio wishes to practice his suggestion selling skills, he should recommend another product to supplement his customer's laptop purchase, such as a case. Asking the customer if s/he has any questions, helping him/her install software, and telling the customer about an upcoming sale are all actions that a salesperson might take and are not forms of suggestion selling.

Hailey runs the social media accounts for a restaurant. When she sees a post complaining about the restaurant's service, what should she do? A. Reply to the post promptly with an apology and a promise to improve B. Ignore the post so that it will not gain any more attention C. Post a reply denying the accuracy of the customer's complaint D. Flag the post as inappropriate so it will be taken down

A: Reply to the post promptly with an apology and a promise to improve. When customers complain about a brand on social media, it's important to address them, as ignoring them makes it appear that the company doesn't care about its customers. After a customer has posted about a less-than-satisfactory experience, Hailey should try to appease that customer to repair the relationship and show that the restaurant is improving upon its flaws. Ignoring the post, denying the customer's complaint, or flagging the post as inappropriate will not improve relationships and will make the restaurant appear unsympathetic and/or dishonest.

Melissa works in a large warehouse that stores hazardous materials. She and her coworkers are regularly instructed to clean up spills but are never provided with protective clothing or equipment. What employee right is Melissa's employer failing to address? A. Right to a safe working environment B. Right to fair and unprejudiced treatment C. Right to expect recognition and criticism D. Right to form unions and collective bargain

A: Right to a safe working environment. All employees are entitled to a safe working environment—even employees who work in potentially dangerous workplaces. If Melissa's employer expects its workers to come into contact with hazardous materials, then it is the employer's responsibility to provide the appropriate protective clothing or equipment. Employees also have the right to fair and unprejudiced treatment, to expect recognition and criticism, and the right to form unions; however, Melissa's employer did not infringe on any of these rights.

Which of the following is an important piece of customer data to monitor: A. Sales in dollars and units B. Cash flow C. Market share D. Sales volume analysis

A: Sales in dollars and units Customer records should keep track of customers' sale amounts in dollars and units. Cash flow is an organization's ingoing and outgoing cash, it doesn't relate directly to customer data. Market share is an organization's portion of the total industry sales in a specific market. It's not an example of customer data. Sales volume analysis allows a company to measure its actual sales against a number of different criteria. It's performed by the company and doesn't relate to individual customers specifically.

How can you make sure you have understood what someone has said? A. Summarize and restate his/her key points. B. Stop the conversation after every point to ask questions. C. Lean forward to demonstrate your interest. D. Nod and smile to show you are on the same page.

A: Summarize and restate his/her key points. If you want to be sure that you have understood what someone has said, a good way to do so is to summarize and restate his/her key points to make sure you have accurately heard and comprehended them. If your restatement does not align with what the other person has said, s/he will offer further clarification. While it is okay to stop the conversation to ask a question once in a while, if you do so repeatedly, the conversation will stall and the other person will become frustrated by your interruptions. Leaning forward demonstrates interest, but it does not necessarily help ensure understanding. Also, nodding and smiling show you are listening but do not necessarily help ensure you are understanding.

A hotel chain purchases towels and bedding from a linens company, soaps and shampoos from a toiletries distributor, and desks and chairs from a furniture manufacturer. The hotel chain, linens company, toiletries distributor, and furniture manufacturer are all parts of a A. supply chain. B. manufacturing flow. C. logistics chain. D. vendor agreement.

A: Supply chain. A supply chain is a network between a company and its suppliers to produce and distribute a specific product or service. The hotel chain purchases towels, bedding, toiletries, and furniture so that it can deliver the best possible guest experience. Manufacturing flow, logistics chain, and vendor agreement are not terms used in business to describe this type of relationship.

When a company asks their customers specific questions about a product to gain feedback, which data collection method are they using? A. Survey B. Observation C. Experiment D. Data Analysis

A: Survey. A survey is a method of research that involves collecting consumers' opinions and thoughts using a questionnaire containing specific questions. The observation method involves watching customers' actions through the use of cameras, cookies, or scanners. Experiments test cause-and-effect relationships. Data analysis is conducted after the research data are gathered, but it's not a data-collection method.

Which of the following is a benefit of an all-inclusive resort: A. The ability to relax and enjoy a vacation with family members B. The all-inclusive meal package that covers all food and beverages C. The adults-only infinity pools with views of the ocean and beach D. The free live entertainment provided to guests on a nightly basis

A: The ability to relax and enjoy a vacation with family members. To determine what a benefit of an all-inclusive resort might be, it's important to first understand the difference between a feature and a benefit. A feature is a characteristic of a product, whereas a benefit is an advantage a person receives from that product. A benefit of an all-inclusive resort, therefore, would be the ability to relax and enjoy a vacation with family members. The meal package, infinity pools, and entertainment are all features of the resort, not benefits.

During a crisis situation, hotels and hospitality managers should prioritize A. the safety and security of hotel guests. B. the protection of valuable hotel art and décor. C. the safety and security of hotel employees. D. the protection of the hotel's top personnel.

A: The safety and security of hotel guests. During an emergency, hotel guests should be top priority—not hotel art or décor. The safety and security of hotel employees and top personnel is also important, but guest safety should be the main objective.

Which of the following secondary sources should an airline executive consult if s/he wants information about the future of the industry: A. Trade publications B. Customer sales data C. Government census data D. Public opinion polls

A: Trade publications. Trade publications provide information about trends, patterns, and outlooks for the future. They're specifically related to the industry in question, such as the airline or tourism industry as a whole. Customer sales data wouldn't necessarily contain information about the future of the tourism industry. Government census data and public opinion polls aren't specifically related to the industry itself.

Which of the following is the best recommendation for using color, white space, and fonts in advertisements: A. Use simple, easy-to-read fonts for the body copy. B. Avoid white space because it adds no value. C. Use a large variety of fonts to create the most interest. D. Grab the viewer's attention by using bright colors.

A: Use simple, easy-to-read fonts for the body copy. Making body copy easy to read will help ensure that it is read. White space can add meaning to ads just as easily as color or other design elements. When too many fonts are used, they can create a confusing, unattractive design. Bright colors may or may not be appropriate depending on the message the ad is trying to relay.

If a manager of a restaurant is preparing an annual report for the owner, what would be the best way for him/her to organize a section on the best-selling dishes? A. Value/size B. Geographically C. Chronologically D. Problem/solution

A: Value/size. If a restaurant manager needs to organize information about the best-selling dishes at his/her restaurant, s/he should put the highest value first-which, in this case, would be the best-selling dish. The smaller values would follow in order of how well they sell. Geographic order, chronological order, and problem/solution methods would not be appropriate methods for organizing this type of information.

A business may expand internationally to A. remain competitive. B. share its resources. C. consolidate its operations. D. reduce market share.

A: remain competitive. A business may expand internationally to remain competitive. If competitors are entering the global market, following suit may be the best way to hang on to market share. Companies want to increase or maintain market share, not reduce it. Companies may expand internationally to find new resources- not to share the ones they already have. They may also expand to diversify- not consolidate its operations.

Tremont is the head manager of a successful downtown restaurant. The owner has requested a meeting with the staff to acquire their input on ways to maintain and improve their excellent service. Tremont realizes that some members of the wait staff are very reserved individuals. Other members of the wait staff are outspoken and impulsively offer unrealistic ideas. What could Tremont do to ensure the staff members provide their opinions and ideas in a productive way at the meeting? A. Ask staff members probing questions about the current quality of service at the meeting. B. Ask each staff member to bring two suggestions for service improvements to the meeting. C. Ask the owner to share his expectations and future goals for service levels at the meeting. D. Provide time at the meeting for an open discussion about service among all staff members.

B: Ask each staff member to bring 2 suggestions for service improvements to the meeting. Asking the staff to prepare suggestions ahead of time gives reserved staff members time to think about their responses and gives outspoken staff members time to develop more thoughtful suggestions. Asking proving questions about the current quality of service may come across as a form of evaluation rather than an opportunity to share new ideas. If the owner shares his expectations and goals, staff members would be less inclined to share their own ideas. An open discussion might be avoided by reserved staff members or dominated by outspoken staff members.

Which of the following is a result of evaluating vendor performance: A. More defects in the supply chain B. Better overall risk management C. Less cooperation from the vendor D. Fewer opportunities for communication

B: Better overall risk management. Most businesses depend on the continuous flow of supplies to survive; if this flow is interrupted because of issues with a vendor, problems for the company will follow. Evaluating vendor performance ensures that the vendor is reaching company expectations, and makes sure that the vendor is delivering quality supplies within the desired time frame. This reduces potential risks for the company. Evaluating vendor performance leads to fewer defects in the supply chain—not more. When a company evaluates its vendors, it increases the communication between company and vendor, usually leading to more cooperation from the vendor, not less.

Fatima is on a committee that is in charge of coming up with the theme for the school dance. When she suggested a fairytale theme, one of her fellow committee members said, "Fairytale? No way! That's for little kids." Embarrassed, Fatima didn't contribute any ideas for the rest of the meeting. In this situation, the ideation process was hurt by A. group size. B. criticism. C. fear of the unknown. D. programmed thinking.

B: Criticism. Criticism tends to stifle creativity because people do not want to subject themselves to any ridicule. During the creative-thinking process, all ideas should be acknowledged and evaluation/critique should be saved for a later stage. There is no indication that this particular ideation process was hindered by group size or fear of the unknown. Programmed thinking generally does not stifle the ideation process.

Which of the following strategies would produce the most traffic to a hotel's website: A. Installing and using social media monitoring software B. Developing a viral marketing campaign with an engaging video C. Creating and installing banner ads on several travel sites D. Updating the hotel's website with current events and activities

B: Developing a viral marketing campaign with an engaging video. A viral marketing campaign is an effect word-of-mouth strategy that can reach many potential customers. Social media monitoring software can help identify strategies that would be effective, but it doesn't produce traffic by itself. Banner ads may help produce traffic, but many customers are turned off by intrusive methods of advertising and don't participate when they're used. Updating the hotel's website will provide current information, but it will do little to drive traffic to it.

Which of the following promotional methods would more likely be used by a small independent hotel than a large hotel chain: A. Offering discounts to increase booked reservations on weekdays B. Differentiating the hotel by describing its antique-filled rooms C. Offering value-added promotions like free breakfast and wifi D. Creating a large-scale ad campaign on travel and airfare sites

B: Differentiating the hotel by describing its antique-filled rooms. A small hotel, rather than a large hotel chain, is more likely to differentiate itself by describing its antique-filled rooms. Hotels of all sizes offer discounts and value-added promotions. A large-scale ad campaign would be expensive and more likely to be used by a large hotel chain.

Meteorologists have predicted a particularly bad hurricane season this year. As a result, the price of cruise trips has dropped significantly as cruise lines attempt to convince people to travel despite the weather predictions. The bad weather is an example of an _________ factor affecting the price of a cruise. A. internal, economical B. external, environmental C. external, market-demand D. internal, marketing

B: External, environmental. Both external and internal factors can affect the prices of tourism products such as cruise vacations. External factors include market-demand fluctuations, competition, the economy, governmental influences, and environmental conditions (such as bad weather). Internal factors include a company's marketing objectives, marketing mix, costs, and other organizational elements. The prediction of a bad hurricane season is considered an external, environmental factor because it is a factor that is out of the control of the cruise line and is related to the environmental conditions surrounding travel.

A steak is rated as "prime." This is an example of a A. standard. B. grade. C. warranty. D. receipt.

B: Grade. Grades are ratings assigned to products that tell to what extent standards were met. Meat grades include prime, choice, and select. Standards are specifications or statements that are used as a basis for comparing or judging goods or services. This is not an example of a warranty or a receipt.

Which of the following is an example of how databases help improve customer satisfaction: A. Restaurants receive customer feedback from social media. B. Hotels can customize guest room preferences. C. A variety of services can be integrated into one system. D. Management can determine inventory remotely.

B: Hotels can customize guest room preferences. A customer database allows hotels to gather guest information and preferences so they can personalize the guests' experiences. For example, if a customer purchases several soft drinks from room service, the hotel can store that information in a database and then prepare the room by stocking the mini fridge with the same soft drink upon the customer's return. While restaurants can use social media to receive feedback, they aren't necessarily using a database to improve customer satisfaction when they do so. A variety of services can be integrated into one system, but this doesn't necessarily depend on a database; rather, it's due to hotel and restaurant management system software. Finally, while technology such as washable chips allows management to determine inventory remotely, this is also not an example of how databases help improve customer satisfaction.

Which of the following is most likely to be a dynamic element of a business's external environment: A. Decrease in personnel B. Increase in competition C. Renewed emphasis on training D. New quality control measures

B: Increase in competition. A business's external environment is always changing and dynamic. Elements of the external environment that are likely to impact business decision making are competition, demographics, society and culture, the economy, the government, and technology. Personnel, training, and quality control measures all represent internal elements of the business's environment.

When work tasks are broken down into smaller specialized tasks, productivity outputs are A. increased because workers become bored from lack of work variety. B. increased because workers become highly skilled at individual tasks. C. decreased because highly skilled workers demand higher pay. D. decreased because great amounts of training are required.

B: Increased because workers become highly skilled at individual tasks. Boredom from lack of work variety can affect quality and job satisfaction and sometimes lowers productivity, not increase it. Highly skilled workers may demand higher pay but usually produce at higher levels. Specialization may initially require more training, but the act of specializing labor contributes to higher productivity.

The Fancy Feet footwear company is interested in offering a new type of running shoe. Before the company starts production of the new shoes, though, it plans to gather information about its customers to see if they truly want or need the new running shoes. The company plans to conduct A. positioning. B. market research. C. commercialization. D. product discontinuation.

B: Market research. Market research is how companies gather information about customer needs and wants. Positioning is a strategy in which a business creates a certain image or impression of a product in the minds of consumers. Commercialization is the point at which the product goes into full-scale production, a marketing plan is put in place, service and sales training are conducted, and the product's life cycle begins. Product discontinuation occurs when weak products are eliminated.

Many cruise lines enhance the off-ship guest experience by offering A. catered three-course meals. B. planned shore excursions. C. comedy and theater shows. D. off-ship safety guarantees.

B: Planned shore excursions. When a cruise ship docks at the countries or locations along its route, passengers are often offered planned shore excursions such as guided sightseeing tours or adventure trips. These excursions are meant to enhance the overall guest experience by providing memorable experiences that are planned and managed by cruise personnel. Catered meals and comedy and theater shows are part of the on-board guest experience, not the off-board experience. While cruise lines make every effort to keep passengers safe while on the ship, cruise personnel cannot guarantee the safety and security of guests while off the ship.

A business must __________ its information management needs. A. disclose B. prioritize C. publish D. minimize

B: Prioritize. To be successful, a business must prioritize its information management needs. It may not be able to implement every part of information management at once. Businesses aren't required to disclose or publish their information management needs. Businesses shouldn't minimize their needs; rather, they should address them appropriately.

Greg is in charge of a committee that's trying to increase student attendance at his high school's football games. He and the committee members write down all the things they can think of that would decrease attendance. The committee is using A. brainstorming. B. reverse brainstorming. C. mind mapping. D. intuition.

B: Reverse Brainstorming Reverse brainstorming is a problem-solving tool used to generate ideas and possible solutions. Instead of identifying ways to solve a problem, it involves identifying ways to make the problem worse. The negative statements can help Greg's committee find new ideas. Brainstorming, mind mapping, and intuition are other problem-solving tools, but they are not illustrated in this example.

Trent wants to open a new sushi restaurant in his town, but he needs to do research to determine which neighborhood is the best fit for his new business. How should Trent begin his research? A. Send out a survey to residents of each neighborhood B. Search for local market segmentation reports C. Create a focus group including residents from each neighborhood D. Observe the customers in different types of local restaurants

B: Search for local market segmentation reports. Before spending the funds on expensive and time-consuming primary research study, such as a survey, focus group, or observation, Trent should look for secondary research that already exists that would help him determine which neighborhood is best for his restaurant. Local market segmentation reports might be a source of the necessary information.

David is the owner of a newly-founded small business. To better understand the specific challenges and opportunities that his new company will face, David decides to perform a __________ analysis. A. performance B. situational C. budget D. strategy

B: Situational. A situational analysis is an important part of a comprehensive marketing plan. When performing a situational analysis, marketers look at the current state of the company to get an idea of where things stand. They look at the current products, the target market, the competition, the distributor network, and any external forces that may impact the company. They also consider the strengths and weaknesses of the company or the company's products, and any threats or opportunities that should be addressed by the company. Performance analysis, budget analysis, and strategy analysis are not terms used to describe this business practice.

The technological innovation that has had the greatest impact on modern businesses is A. improved computer hardware. B. the Internet. C. electronic databases. D. virtual training.

B: The Internet. The Internet is the technological innovation that has had the greatest impact on modern businesses. It has changed the way everyone in the world works and lives. Improved computer hardware, electronic databases, and virtual training have certainly influenced the modern business world, but none so much as the Internet.

What is the biggest drawback to using a digital recordkeeping system? A. It can be very time consuming. B. The records may become inaccessible. C. Records can only be stored in one location. D. Security is very difficult to achieve.

B: The records may become inaccessible. Digital records can become inaccessible if they are stored on old storage devices that become obsolete or decay. Digital record keeping takes less time to maintain than paper systems. Digital records can be easily stored in multiple locations. Security is a concern for digital records just as paper ones, but security can be easily achieved by using passwords or encryption when storing files.

What is most likely to be the main reason for managers to plan a special event during the winter holidays at a resort that tourists usually visit during the summer? A. To provide a way for regular hotel guests to enjoy the holidays B. To increase room occupancy during a traditionally slow period C. To increase resort employee morale during the winter holidays D. To generate media coverage during a traditionally slow period

B: To increase room occupancy during a traditionally slow period. The main reason for planning a winter holiday event at a summer destination would be to increase occupancy and generate income. Although it is nice to invite regular guests to a special event so that they can enjoy the holidays, the main reason that managers would plan such an event would be to increase sales during a traditionally slow period. A holiday event may increase employee morale, but this would not be the main reason for planning such an event. Media coverage could increase if the event is successful but would also not be the main reason for planning one during a traditionally slow period.

Which of the following is a potential challenge that tourism marketers may face when promoting international travel: A. An increase in disposable income among the middle class B. Tourists' concerns for their safety and security C. The introduction and growth of space tourism D. The falling cost of airfare to foreign countries

B: Tourists' concerns for their safety and security. Tourism marketers face a challenge in convincing tourists that they will be safe upon entering a foreign country. Tourists are much less likely to travel abroad if they feel that they are risking their safety. An increase in disposable income among the middle class and the falling cost of airfare to foreign countries would be opportunities for tourism marketers, not threats. Space tourism is still too inaccessible to the majority of individuals to be considered a real threat to tourism marketers.

Rita wants to improve brand awareness and customer engagement. How can Rita use customer relationship management technology to help her achieve these goals? A. Use an automatically populating sales invoice B. Use automated software to send out emails at the best time C. Implement a warehouse management system D. Set up automatic reorders on merchandise for repeat customers

B: Use automated software to send out emails at the best time. Technology can assist in customer relationship management (CRM) in many ways. CRM software can help you manage your interactions with customers and reach your target audience in the most effective way. If Rita needs to improve brand awareness and customer engagement, CRM software can help her discover the best time to send out emails and automatically send them out to reach customers effectively. While it is helpful to use an automatically populating sales invoice tool, it doesn't necessarily relate to Rita's goals. A warehouse management system is also not directly related to Rita's goals. Finally, setting up automatic recorders will not directly help to build brand awareness or customer engagement.

Which of the following would be appropriate to include on a résumé: A. Religious beliefs B. Volunteer experience C. Social Security number D. Your desired salary

B: Volunteer experience. Including your volunteer experience on a résumé can be an effective way to showcase your skills and work ethic, especially if you have not held many professional jobs before. Volunteering also shows that you are an engaged member of your community, which will impress potential employers. You should not include your religious beliefs, your Social Security number, or your desired salary on a résumé; they are private matters that are irrelevant to your job application.

ABC Appliances houses its products in a storage facility before they are sold. These products are considered A. personal consumption expenditures. B. gross domestic private investment. C. intermediate products. D. underground transactions.

B: gross domestic private investment. Gross domestic private investments are purchases by the business sector. They include residential investment and nonresidential investment, as well as changes in business inventories. The products kept in a warehouse are part of ABC Appliances' inventory, so their value is included in gross domestic private investment. Personal consumption expenditures are purchases by individuals, rather than businesses. Intermediate products are those that are part of another finished product. This doesn't describe the products in ABC Appliances' warehouse because there's no indication that they'll be included in another finished product. Underground transactions are transactions that don't include records or receipts and are therefore not part of gross domestic product.

Part of being honest means A. considering others' feelings. B. not messing with other people's belongings. C. treating people with kindness and respect. D. having courage to stand up for your beliefs.

B: not messing with other people's belongings. Honesty is an essential element of responsible behavior. Part of being honest means not messing with other people's belongings (no breaking or stealing). Considering others' feelings and treating them with kindness and respect are part of compassion/respect. Standing up for your beliefs is part of having courage.

Marissa recently bought a plane ticket to Europe for a month-long backpacking trip. Marissa most likely bought the plane ticket and booked the trip to satisfy her __________ needs. A. physiological B. self-actualization C. security D. esteem

B: self-actualization. According to Maslow's Hierarchy of Needs, people first buy products to satisfy basic physiological needs such as the need for food and shelter. Once all basic needs are satisfied, people then buy products to satisfy other needs, such as the need for self-actualization. Self-actualization refers to the need for people to understand their place and purpose in the world. People often travel in an attempt to satisfy this need. Security needs refer to the desire to feel safe, and esteem needs refer to the desire for people to feel validated and respected by others.

Which of the following is an example of a producer: A. A family of four B. A grocery store C. A farmer D. A travel agent

C: A farmer. A farmer is an example of a producer-someone who makes or provides goods or services. A grocery store sells goods but does not produce them; it is a retailer. A family of four buys goods and services but does not produce them; the family is an example of an ultimate consumer. A travel agent is an intermediary that helps move products to consumers, but the agent does not produce the products.

Which of the following statements regarding the establishment of a hotel's social media presence is most accurate: A. Email marketing campaigns are old fashioned and ineffective techniques that should no longer be used to promote hotels. B. Facebook and Twitter accounts are more important than a professional website in establishing a hotel's social media presence. C. A professional website complete with an online booking system is an essential part of establishing a hotel's social media presence. D. The majority of social media effort should be focused on popular review sites like Trip Advisor since they can make or break a hotel.

C: A professional website complete with an online booking system is an essential part of establishing a hotel's social media presence. Facebook and Twitter accounts are important, but a professional website is essential to create credibility and a professional image. Email marketing campaigns are still effective techniques to help promote a hotel. Review sites like Trip Advisor cannot be ignored, but it is important to focus on many forms of social media to maximize exposure.

Which of the following is an important characteristic of useful marketing information: A. Minimal B. Cheap C. Accurate D. Exclusive

C: Accurate. Useful marketing information is accurate, error-free, and reliable. It won't necessarily be cheap, but it should be cost-effective (worth the price being paid for it). Marketing information doesn't need to be minimal to be useful-it needs to be sufficient. And, it should be easily accessible to everyone who needs to see it.

Demarco is working on a marketing campaign for the Saint Michael Hotel, an upscale modern hotel. Which of the following should Demarco do to differentiate the hotel: A. Advertise the city's unique shopping districts and attractions B. Advertise midweek discounts similar to other area hotels C. Advertise the hotel's luxurious linens and unique modern furnishings D. Advertise the hotel's close proximity to other hotels and restaurants

C: Advertise the hotel's luxurious linens and unique modern furnishings. By advertising unique features, the hotel can separate itself from other standard hotels. Advertising a discount does not distinguish the Saint Michael Hotel from others. Advertising the city's unique attractions does not distinguish the Saint Michael Hotel from other hotels located in the same city. Advertising proximity to other hotels and restaurants does not specify anything unique about the Saint Michael Hotel.

People, Entertainment Weekly, and In Style are all examples of A. community newspapers. B. business magazines. C. consumer magazines. D. alternative-press newspapers.

C: Consumer magazines. Consumer magazines are generally read by individuals for personal enjoyment during their leisure time. People, Entertainment Weekly, and In Style are all examples of consumer magazines. Business magazines appeal primarily to members of the business community. Community newspapers are suburban or rural papers delivered to residents in a geographic area. Alternative-press newspapers are typically papers that serve younger, trendier crowds interested in the arts and entertainment.

Scoops Retro Ice Cream Shop features pastel-colored walls, antique jukeboxes, and vintage artwork. Customers are greeted by employees in 1950's attire and are treated as old friends. All of these characteristics are components of the shop's A. marketing strategy. B. mission statement. C. corporate brand. D. business plan.

C: Corporate brand. Corporate brands are composed of all the combined customer impressions and experiences associated with a particular company. A business's corporate brand includes its logos, names, colors, designs, brand values, and brand personality. The ice cream shop's use of colors, designs, and retro uniforms contribute to its "retro" corporate brand. While its corporate brand may be included within the company's mission statement, marketing strategy, or business plan, it's not the primary object of these documents.

Alex has realized that his company's website adds very little value to the company and believes it should undergo a major redesign. He knows that the marketing department maintaining the website is extremely busy producing advertisements for a new line of products. At the next department head meeting, Alex plans to discuss the website. Which of the following approaches would help Alex persuade the marketing manager that the website should be updated: A. Locate and share examples of competitors' websites that are well designed, and compare them to the company's old-fashioned website. B. Be simple and direct by stating that the website is very outdated and ineffective. C. Explain that since many new products are being introduced, it would be time- and cost-effective to evaluate the website and redesign it now. D. Ask other employees for their opinions of the website and share the information at the meeting.

C: Explain that since many new products are being introduced, it would be time-and cost-effective to evaluate the website and redesign it now. While this approach doesn't provide any proof that the website is ineffective, it shows an understanding of the work that the marketing department is currently doing and points out that it may be in the department's best interest to undertake a task that it would have to perform eventually. Simply telling the marketing department that the website is outdated and ineffective may be offensive. Showing examples of well-designed websites belonging to competitors might be helpful in redesigning the site but doesn't prove that the site isn't adding value to the company. Asking other employees for their opinions may provide some insight but doesn't provide any proof of whether the site is achieving the company's goals.

Mason is looking for a job that includes working with people, values commitment, and has a regular schedule. What trait is he missing that is important for success in hospitality management? A. Organization B. Leadership C. Flexibility D. Patience

C: Flexibility Mason is looking for a job that includes regularly scheduled working hours, but the hospitality management industry requires flexibility: Employees often work unusual hours and long shifts that change at a moment's notice. Someone who prefers a regular schedule might not be a good fit for hospitality management. There's no indication that Mason lacks leadership, organization, or patience.

What effect is a new resort on a remote tropical island likely to have on local shops? A. Decreased quantity of goods B. Increased property taxes C. Increased sales D. Fewer job openings

C: Increased sales When tourism enters a new area, local businesses usually benefit from increased economic activity. Tourists who stay at a resort are likely to spend money elsewhere, and newly employed resort workers might also be encouraged to spend more at local shops. Property taxes wouldn't necessarily increase because the taxes collected from the tourists themselves could lead to reduced local taxes. The quantity of goods is more likely to increase than decrease because the increased customers will lead to more demand for products. Finally, a new resort would not decrease the number of job openings in local shops. The increased economic activity would be more likely to add more jobs.

A local company sponsors a marathon that benefits cancer research. This is an example of __________ promotion. A. primary B. product C. institutional D. secondary

C: Institutional Institutional (or corporate) promotion doesn't attempt to sell a good or service. The primary goal of corporate promotion is to create a certain image of the company in the customers' eyes. This can be accomplished by informing customers about the company, its ideas, and its philosophy. Often, companies take positions on important issues, and these, too, are communicated to the public through institutional promotion. A company may decide to sponsor a marathon that benefits cancer research as a form of institutional promotion. The specific goal of product promotion is to persuade customers to buy a particular good or service. Primary and secondary are types of product promotion.

Which of the following is a characteristic of the hospitality and tourism industry: A. Employee-centric B. Non-perishable C. Intangible D. Separable

C: Intangible. The products offered by the hospitality and tourism industry are services and experiences— not concrete goods. Instead of receiving tangible items for his/her money, the buyer receives a trip, hotel stay, or experience that s/he hopes will be pleasant and memorable. The services offered by the hospitality and tourism industry are perishable, meaning that they cannot be stored for later sale or use. Just as fresh produce cannot be kept forever, a cruise vacation or hotel stay must be consumed or used relatively soon after it is purchased. The hospitality and tourism industry is guest- and service-centric, rather than employee-centric. The hospitality and tourism industry is also inseparable, meaning that the services provided cannot be separated from their providers.

You are a manager at a hotel and one of your new employees, Mark, is fidgeting with his clothes, looking down at the ground, and leaning backward away from you. You can infer from his nonverbal cues that Mark A. feels angry. B. does not like you. C. is anxious or nervous. D. is confident.

C: Is anxious or nervous. Nonverbal cues can help you determine how a person feels or what s/he is thinking. If Mark is fidgeting, looking down, and leaning away, you can infer that he is anxious or nervous. Mark's gestures do not necessarily indicate that he does not like you, that he is angry, or that he is confident.

Danika wants to impress her manager so she will be considered for any future promotions. How can she demonstrate that she can adapt to new roles? A. Make sure that she completes her work correctly and on time B. Offer to work whenever overtime opportunities are offered C. Learn new skills and other job responsibilities whenever possible D. Tell her manager that she hopes to be considered for future promotions

C: Learn new skills and other job responsibilities whenever possible. Learning new skills and other job responsibilities demonstrates adaptability. Offering to work overtime shows a willingness to work but doesn't show the ability to adapt to new roles. Completing her work correctly and on time shows a good work ethic, but it doesn't show the ability to adapt. Telling her manager that she hopes to be considered for future promotions shows the desire to move up but doesn't demonstrate the ability to take on new responsibilities.

Arlo needs to inform his staff that the budget has been cut and several employees will be laid off. Which of the following communication channels should he use to convey the news: A. Intranet post B. Email C. Meeting D. Webcast

C: Meeting. Serious, emotionally charged news, such as budget cuts and layoffs, is best delivered in person so that the messages are conveyed with the appropriate tone and any questions can be immediately answered. Email, intranet posts, and webcasts are too impersonal for this type of serious news.

Which of the following statements best explains why hotels in particular often depend on word-of-mouth (WOM) strategies: A. WOM is an expensive promotional strategy for hotels. B. People do not trust paid advertising because it is often misleading and false. C. People rely on others' opinions because they can't try a hotel before booking. D. WOM is hard to control and leads to viral marketing campaigns.

C: People rely on others' opinions because they can't try a hotel before booking. Hotels in particular rely on WOM because consumers cannot evaluate a hotel prior to reserving it; therefore, they rely on other people's opinions of the hotel to evaluate its quality. People's mistrust of paid advertising is not specific to hotels. WOM is an inexpensive strategy for any industry using it, not just hotels. WOM can be hard to control for any industry using it and does not necessarily lead to viral marketing campaigns.

iPhones are highly demanded by customers, so stores have little choice but to carry the latest version. This is an example of __________ power. A. retailer B. wholesaler C. product D. horizontal

C: Product. Power is distributed in various places throughout the channel. If the product is highly demanded, it has a high degree of power and other channel members must carry it to stay competitive. iPhones are an example of this phenomenon. Wholesale power exists when an intermediary services a large number of smaller retailers and obtains products from a large number of manufacturers. In this situation, the wholesaler has power because the retailers need its assistance to purchase the necessary products. Retailer power exists when the retailer has control because of significant market share, making other channel members dependent on its sales. Horizontal power is not a type of power distribution within channels; rather, it is a type of conflict within channels.

A cruise line recently launched a social media campaign to spread the word about its new winter destinations. What aspect of the marketing mix is this an example of? A. Price B. Product C. Promotion D. Place

C: Promotion. Promotion encompasses the many ways that companies spread product information to consumers. Promotion includes practices such as advertising, public relations, and social media marketing. The product aspect of the marketing mix deals with the goods or services that a company creates or provides to fulfill the needs of customers. The price aspect of the marketing mix deals with profit margins, supply and demand, and other financial strategies. The place aspect of the marketing mix involves determining the optimal locations to place products so that customers will buy them.

When creating a press kit for a hotel, it is most important to A. create paper kits using high quality paper and eye-catching graphics. B. include a biography of the owner and a detailed history of the hotel. C. provide an overview with current information about the hotel. D. include expensive gifts that bear the hotel's logo or trademark.

C: Provide an overview with current information about the hotel. The most important thing to accomplish with a press kit is sharing current information about the hotel. A biography of the owner and a detailed history of the hotel may be too lengthy; a shorter version would be adequate in most cases. In today's digital age, paper kits are not used frequently, and the choice of paper and graphics would depend on the specific type of impression the hotel wishes to make. Expensive gifts are not recommended because many companies have policies in place that limit the monetary value of gifts that can be accepted by their employees.

Rebecca is a front-desk concierge at the Welcome Inn. She is helping a guest check in when he asks her if the hotel has a bar. Rebecca knows that the hotel does not have a bar but still wants to satisfy the guest's needs. What should Rebecca do? A. Explain the reason why there is no bar inside the hotel B. Tell the guest that she wishes there was a bar inside the hotel C. Recommend local bars within walking distance of the hotel D. Suggest alternative activities for the guest to take part in

C: Recommend local bars within walking distance of the hotel. Hotel concierges are responsible for recommending local restaurants, bars, attractions, and other places of interest to guests. Because the Welcome Inn does not have its own bar, Rebecca should recommend a nearby bar to the guest so that he is not disappointed. She should not tell the guest that she wishes there was a bar inside the hotel, explain the reason why there is no bar, or suggest that the guest partake in alternative activities.

You are in charge of the petty cash fund at the restaurant where you work. What should you do if the petty cash fund is running low? A. Allow the fund to run out B. Replenish it from your own cash supply C. Request a check to replenish the fund D. Take cash from the register

C: Request a check to replenish the fund. When the petty cash fund is running low, you should request a check for the amount needed to replenish it. You shouldn't replenish it from your own cash supply because this will cause a discrepancy in the restaurant's accounts. You shouldn't allow the fund to run out because you may find yourself in need of cash with none available. Finally, you shouldn't take cash from the register because the restaurant's accounts will be inaccurate.

When answering the phone, hotel employees should A. immediately state the hotel's cancellation policy. B. assume that all callers are seeking a reservation. C. say the name of the hotel that the caller has reached. D. hang up if the caller cannot be understood easily.

C: Say the name of the hotel that the caller has reached. To prevent misunderstandings, hotel employees should begin all phone conversations by stating the name of the hotel. Callers may have dialed the wrong number or forgotten which hotel they have called. Hotel staff should not assume that all callers are calling to make a reservation. People may also call a hotel to reserve a meeting room, to inquire about the hotel's facilities, or to ask about room rates, for example. It would not be appropriate to start a telephone conversation by stating the hotel's cancellation policy or to hang up if the caller cannot be easily understood.

Alayna will soon be attending college far from home. She wants to set up a checking account with a deposit of $2,000, which she plans to use for everyday purchases and expenses. There aren't many banks near the college, and Alayna is concerned about having access to her account. Which of the following factors should she consider when choosing a bank: A. All deposits to the bank should be FDIC insured up to $500,000. B. The bank should offer free checking and low interest loans. C. The bank should offer online banking and low transaction fees. D. The bank should offer online banking and pay interest on all deposits.

C: The bank should offer online banking and low transaction fees. Online banking would give Alayna the access she needs, and low transaction fees would help avoid unnecessary costs. Free checking is always a great feature, but the availability of low interest loans is not a major concern. Bank deposits are only insured up to $250,000 by the FDIC. The ability to earn interest on deposits isn't a realistic expectation for a spending account since the balance will vary greatly, and most interest-earning accounts require a large steady balance.

Gabby is beginning to analyze data from a marketing research survey when she realizes that a participant's entry is incomplete. What should she do before deciding to delete that entry? A. Make sure the error was not random B. Complete a regression imputation C. Try to recover the missing information D. Delete the incomplete questions

C: Try to recover the missing information. If possible, researchers should contact respondents to ask them to fill in the missing information to eliminate the errors. A regression imputation shouldn't be done before deleting an entry; rather, it's a way to fill in missing data by predicting a score. Before deleting an entry, Gabby should make sure the incomplete data are random because only random incomplete entries should be deleted. While deleting entire questions from the whole survey is an option, it shouldn't be done before deciding to delete a particular entry. Rather, it's an alternative way of handling missing data.

Le' Grand Hotel experienced record profits and chose to reinvest those profits back into the hotel for a major remodeling project. Where would these retained earnings be represented on a balance sheet? A. Under contributed capital B. Under assets C. Under stockholders' equity D. Under revenue

C: Under stockholders' equity. Retained earnings are represented under stockholders' equity because they are monies reinvested back into the business by the stockholder(s). Assets are considered resources owned by the company, not monies invested or reinvested into the business. Contributed capital refers to monies invested into the company by the owner or other investors, rather than profits or earnings that are reinvested into the company. Revenue refers to earnings from the sales of goods or services and is dealt with on income statements, not balance sheets.

How can you make sure that none of your social media platforms is neglected? A. Focus on only the platforms that you prefer B. Post on a different platform every day of the week C. Use a content calendar to schedule posts on each platform D. Assign a different person to manage each platform

C: Use a content calendar to schedule posts on each platform. A content calendar organizes the way content is created, posted, and promoted. It's an effective way to schedule posts and be sure that each social media platform is receiving attention. For example, if your calendar has a section for each platform, you will easily see if a platform does not have enough posts. Posting on a different platform every day of the week is not effective because content should be posted daily on every platform. You should not focus on only the platforms that you prefer because other effective platforms might be underutilized. Finally, assigning a different person to manage each platform might create inconsistencies in content and strategy.

How did the establishment of the North American Free Trade Agreement (NAFTA) impact business activities? A. It discouraged trade with countries outside the North American continent. B. It reduced trade among Canada, the U.S., and Mexico. C. It increased trade among Canada, the U.S., and Mexico. D. It placed high tariffs on goods produced and sold among the three partners.

C: it increased trade among Canada, the U.S., and Mexico. The establishment of NAFTA has increased trade among Canada, the U.S., and Mexico. NAFTA didn't discourage independent trade agreements from being established with other nations. NAFTA eliminated tariffs on goods produced and sold among the three partners.

When a customer has received inaccurate or insufficient information about a product, the complaint usually applies to A. the product. B. advertisers. C. personnel. D. the business itself.

C: personnel When a customer has received inaccurate or insufficient information about a product, the complaint usually applies to the personnel. In other words, the salesperson or employee didn't do his/her job correctly if the customer is still confused or has questions. Inaccurate or insufficient product information would be less likely to generate complaints about advertisers, the product, or the business itself.

Alysha recently started a new job. She has been working long hours and bringing her work home with her so she can impress her boss. This has left little time for her to do anything else, and as a result, Alysha is stressed out. What would be the best course of action for Alysha to reduce the stress in her life? A. She should recognize that she has put in too much time at work and request two weeks of vacation so she can reenergize herself. B. She should continue working hard to gain more skills and confidence to help her perform her job with less effort in the future. C. She should strive to achieve a better work-life balance to avoid sacrificing her physical and mental health. D. She should make sure she eats properly, so she has the energy to work for extended hours at the office and home.

C: she should strive for a better work-life balance to avoid sacrificing her physical and mental health. If Alysha continues to work long hours, she may experience poor health which would likely lead to poor job performance. Since Alysha recently started her job, it isn't advisable for her to request time off, but reducing her hours should alleviate her stress. Eating properly is a great way to help reduce stress, but reducing her hours would make those healthy habits easier to accomplish.

Which of the following best describes the primary product of the hospitality and tourism industry: A. Food and beverages available for purchase in hotel restaurants, cafés, or through room service B. Tangible goods such as souvenirs that consumers can purchase while on a travel experience C. Discounts on travel experiences that allow consumers to experience more while traveling D. A collection of experiences, people, places, information, and ideas that a travel experience offers

D: A collection of experiences, people, places, information, and ideas that a travel experience offers. Hospitality and tourism products extend beyond tangible goods such as souvenirs, food, or beverages. When people travel, they are seeking experiences—memories that will last a lifetime. For this reason, the concept of product in the hospitality and tourism industry is much more broad than most industries. The collection of experiences that a travel experience offers is its "product," and includes all of the things that the consumer sees, does, and experiences while traveling.

Which of the following is an example of a rule about harassment: A. A football team prohibits its members from using profanity. B. An office prohibits employees from dating one another. C. A student government emphasizes diversity when selecting members. D. A school has a policy against bullying and intimidation.

D: A school has a policy against bullying and intimidation. Bullying and intimidation are forms of harassment, which is any kind of unwelcome behavior that is carried out for the purpose of annoying another person. An office rule that prohibits employees from dating each other is not necessarily related to harassment. A student government that emphasizes diversity when selecting members is preventing discrimination rather than harassment. A football team that prohibits profanity is not necessarily regulating harassment.

Devin and five of her coworkers formed a temporary team to plan a staff picnic. What type of team did they most likely create? A. Quality circle B. Cross-functional team C. Standing committee D. Ad hoc committee

D: Ad hoc committee. An ad hoc or short-term committee is created for a particular or temporary reason such as planning a staff picnic, whereas a standing committee is one that exists and operates on a permanent basis. Cross-functional teams include team members from different areas of specialization who work together to complete a task. There's no indication that Devin and her coworkers are from different areas of specialization. A quality circle is a team of employees with similar roles who meet regularly to discuss issues and solve problems.

Which of the following things is likely to occur if both buyers and sellers don't think that they are getting the best possible value: A. A business will sell more of the product. B. A business will make more money. C. Customers will continue to buy the product. D. Customers will spend their money elsewhere.

D: Customers will spend their money elsewhere. Pricing is like a tug-of-war between buyers and sellers. Both are trying to get the most value from the good or service. The trick to pricing comes in balancing and satisfying both groups. Both buyers and sellers need to perceive that they are getting the best possible value they can. If this doesn't happen, customers may spend their money elsewhere, either on a similar product (if one is available) or on an entirely different product. A business may make less money if both buyers and sellers don't think that they are getting the best possible value. Customers are not likely to continue to buy the product, and the business is not likely to sell more of the product.

Businesses must learn to balance their ethical obligations with their A. employees' schedules. B. legal obligations. C. productivity requirements. D. desire for profit.

D: Desire for profit. Businesses must learn to balance their ethical obligations with their desire for profit. Maximizing profit in ethical ways is the main ethical conflict in operations and in all of business. Businesses should not need to balance ethical obligations with legal obligations, productivity requirements, or employees' schedules.

A company recently completed a large project that was designed to improve the customer experience. What should the project manager do to evaluate the success of the project? A. Investigate how the project affected the company's stock value B. Evaluate overall employee satisfaction with the project C. Research the results of similar projects from competitors D. Determine if the project met its business objectives

D: Determine if the project met its business objectives. A project's business objectives describe the project's desired or anticipated outcomes. After completing a business project, it is important to reflect on the objectives to determine if the project was successful. Did the project accomplish what it was designed to accomplish? Did it have the results that project managers expected? These are important questions to ask when evaluating overall project success. Evaluating overall employee satisfaction, researching the results of similar projects from competitors, and investigating how the project affected company stock value are all irrelevant to determining project success.

If you are writing a promotional email about your new hotel to an audience that has a lower income level than your usual customers, you might change your message to emphasize A. luxury and comfort. B. long, detailed phrases. C. an emotional appeal. D. discounts and bargains.

D: Discounts and bargains. If the audience to whom you are writing has a lower income level than your usual audience, you might achieve success by focusing on a cost-saving message rather than one that emphasizes luxury or comfort. Using long, detailed sentences or an emotional appeal will not necessarily help you reach an audience in a lower income bracket.

A restaurant's involvement in a local charity event for children with special needs would directly impact public relations efforts because doing so would A. help employees become more empathetic towards customers with special needs. B. reduce taxes because expenses could be deducted as charitable contributions. C. increase the restaurant staff's awareness of the importance of charity work. D. give the restaurant's owner and employees positive images as good citizens.

D: Give the restaurant's owner and employees positive images as good citizens. Supporting a local charity event would produce a positive image for the restaurant, which could lead to more business and local support. A reduction in taxes may be possible but does not benefit public relations in any way. Participation may increase the staff's awareness of the importance of charity work but would not directly impact the restaurant's public relations. Employees becoming empathetic toward customers with special needs is a great benefit, but does not provide a direct public relations benefit.

The Salty Shrimp Restaurant has decided to increase its public relations activities. Which of the following is most likely to increase the Salty Shrimp's public relations: A. Placing billboards on public beaches and public fishing piers B. Offering a shrimp dinner discount to hotel visitors and guests C. Hiring college students to wear logo T-shirts on the beach D. Hosting a shrimp-eating contest with coverage by the local news

D: Hosting a shrimp-eating contest with coverage by the local news. Local news coverage of a shrimp-eating contest would increase public relations through free media exposure. A shrimp dinner discount is a promotional method, not a public relations method. Hiring college students to wear logo T-shirts on the beach would increase the restaurant's exposure but is considered a guerilla marketing tactic, not public relations. Placing billboards on public beaches and public fishing piers is a form of paid advertising, not public relations.

Which of the following types of regulations is most likely to affect a hotel chain's profits: A. Certain types of weapons banned in public places B. Stricter enforcement against insider trading C. New privacy laws for health care professionals D. Increased taxes on gasoline purchases

D: Increased taxes on gasoline purchases. Gasoline prices affect tourism because they affect people's ability to travel. If a new law increases taxes on gas, prices will rise and people might not be able to afford traveling, which will affect the hotel's profits. Stricter enforcement against insider trading, new privacy laws for health care professionals, and bans on weapons are not as likely to affect a hotel chain specifically.

Which of the following types of information is most likely to be found on a hospitality and tourism blog: A. Market segmentation information B. Client information C. Competitive analysis D. Industry trends

D: Industry trends Blogs are great sources of up-to-date news, anecdotal information, and tips from professionals in particular industries. Hospitality and tourism blogs can include information on trends that would be useful for those in the industry. However, client information is much more likely to be found in a company's internal database rather than a blog. Competitive analysis and market segmentation are more likely to be found in online databases or hospitality industry reports than in blogs

Marketing is the primary way that businesses __________ customers. A. purchase from B. trade with C. automate D. interact with

D: Interact with. Marketing is the platform that facilitates communication between businesses and customers. Businesses do not generally trade with or purchase from customers. Automation is a production method in which machines do tasks automatically, not a component of marketing.

Ryan buys a car, but he stops making payments after a few months. The seller is able to repossess the car because it has a(n) __________ on the title. A. principal B. installment C. rating D. lien

D: Lien. When a borrower uses installment credit to purchase an expensive item, like a car, the seller has lien, or claim, on the title until all installment payments have been made. In most cases, the lender will hold the title until payment is complete. If for any reason the credit user doesn't pay, the seller can re-possess, or take back, the good. Installment credit is the type of credit Ryan is using. A credit rating is the score assigned to a borrower based on previous loans. Principal is the original amount of a loan which the amount of interest is based.

A small health-food store carries a few lines of organic products, while a large grocery store carries a far greater number of product lines. The health-food store has a __________ product mix, while the grocery store has a __________ product mix. A. deep; narrow B. broad; narrow C. broad; consistent D. narrow; broad

D: Narrow; broad. The health-food store has a narrow product mix and offers a limited number of product lines. Because it has fewer product lines, it is able to specialize effectively. The grocery store has a greater number of product lines, so its product mix is considered to be broad. Consistency refers to how closely a company's product lines are related, while depth refers to the assortment of sizes, colors, flavors, and models offered in a company's product lines.

Trisha's Toy Company just announced a holiday special: Spend $100 and get a 25% discount on your next purchase. What should other toy retailers do? A. Follow whatever promotional strategies they have used in the past B. Lower prices on all merchandise C. Launch a television ad that criticizes Trisha's Toy Company D. Offer a similar sales promotion

D: Offer a similar sales promotion. Competing businesses often use similar promotional mixes. They must compete with each other so that they can maintain equal footing in the industry. Thus, other toy retailers would most likely offer a similar sales promotion so that customers will not automatically choose Trisha's Toy Company over them. Toy retailers should not lower prices on all merchandise; this is not necessarily feasible or effective. They also should not launch a television ad that criticizes Trisha's Toy Company because this is not necessarily ethical and may lead to legal action, depending on what claims are made. Finally, they should not follow whatever promotional strategies they have used in the past because it will not necessarily help them to stay competitive. There may be better strategies that they have not yet tried.

The Sunshine Inn has been experiencing issues with attempted break-ins at the back entrances of the hotel. What could the hotel do to prevent criminal activity such as this? A. Report all attempted break-ins and other crimes to the police department. B. Educate hotel employees on handling attempted crimes such as break-ins. C. Place "No Trespassing" signs around the hotel's front and back entrances. D. Place around-the-clock security personnel at all entrances to the hotel.

D: Place around-the-clock security personnel at all entrances to the hotel. To deter criminal activity, security guards should be stationed at all entrances to the hotel 24 hours a day. Security personnel are able to report suspicious activity and conduct property searches, ensuring guest and employee safety. Educating hotel employees on handling attempted crimes and posting "No Trespassing" signs would not deter criminals from targeting the hotel. Reporting all attempted crimes to the local police department is a good practice, but would not necessarily reduce criminal activity.

A survey requires participants to voluntarily call in to provide their answers. What is a disadvantage of this data-collection method? A. It is harder to solicit responses over the phone than through mail. B. People might be unwilling to express their opinions. C. This method is more expensive than in-person interviews. D. The sample might be biased by people with extreme views.

D: The sample might be biased by people with extreme views. When a survey uses a phone-in method, the sample might be biased because only those with extreme views will be inclined to call in, while those who do not have a strong opinion might not. This could make the survey sample inaccurate. People who call voluntarily are unlikely to be unwilling to express their opinions. Phone surveys are less expensive than in-person interviews, not more expensive. Finally, it's more difficult to solicit responses through mail than over the phone.

How can you make your written report more persuasive? A. Write as many pages as possible B. Refrain from using headings C. Remove the summary D. Use a logical order

D: Use a logical order. Using a logical order will help your report to come to a rational, persuasive conclusion. Using headings is a good idea because it helps to improve organization and readability, which will make your report more persuasive. You should not remove a summary because the summary helps to introduce and/or reinforce to the most important concepts. Writing as many pages as possible will not necessarily help your report to be more persuasive because if it is too long and contains irrelevant information, readers will not be informed or persuaded.

A cruise line performed a survey that asked customers to rate their satisfaction. What is an example of a positive correlation that could emerge from this study? A. As time spent on the cruise increases, satisfaction decreases. B. Spending more money causes higher customer satisfaction. C. Customer satisfaction is lower in the winter months. D. As age of customers increases, satisfaction increases.

D: as age of customers increases, satisfaction increases Correlations are relationships between two numerically measured, consistent variables. A positive correlation occurs if one variable increases simultaneously with the other. For example, as customers' ages increase, their level of satisfaction increases as well. Correlations don't indicate causation, though, so the statement that spending more money causes higher satisfaction isn't a positive correlation. If the survey says that customer satisfaction is lower in the winter months, it's not a positive correlation because it doesn't depict a relationship between two numerically measured variables (months aren't numerically measured). If time spent on the cruise increases as satisfaction decreases, this is a negative correlation, which occurs when one variable decreases when the other increases.

Which of the following is a level of existence that barely supports life, in which people consume all that they produce: A. Traditionalism B. Communism C. Socialism D. Subsistence

D: subsistence. Subsistence occurs in traditional economies when the people consumer everything they produce in order to satisfy their basic needs for food and shelter. Communism is a type of command economic system in which the government owns and controls the means of production and distribution and makes all economic decisions. Social