Deca Cluster Exam- Kenzie

Which of the following is an example of encouragement:

"I believe in you!"

Which of the following is a specific goal:

Reducing costs by 5%

An effective way to close a job interview follow-up letter is to..

Reinforce your interest in the position

Which of the following is a primary factor that helps a business determine when it should place another order for a regularly stocked item:

Reorder point

What is an employee safety issue in the hospitality and tourism industry that is typically most difficult to control?

Terrorism

Laws that prohibit violence against others are an example of which function of the law?

Maintaining order

One reason why businesses often use databases to analyze information about customers is to...

Make predictions

Trends indicate that more hotel guests are booking rooms directly with hotel properties over the Internet, which reduces the need for travel ..

Intermediaries

Which of the following is a tangible product that a hotel restaurant markets to its patrons:

A bowl of French-onion soup

Which of the following statements is true regarding the concept of product in the hospitality and tourism industry:

A hospitality and tourism product includes all goods and experiences that guests encounter

You're giving a presentation at your job about the company's sales figures. You want to show how much profit the company has made in each of the past 12 months. Which visual aid should you choose to show this?

A line graph

Talia is the marketing director at a resort, and she knows that people usually begin booking their spring break trips in January. Talia wants to regularly promote rate deals in the weeks leading up to this season. What tool would be most beneficial to Talia?

A social media content calendar

An expensive jewelry store provides computer tablets with a fun jewelry design game to entertain customers' children. The store is...

Accommodating the needs of parents

In an effective information management system, all information is ..

Accurate

Because changes are always occurring in the hospitality industry, hotel managers must be...

Adaptable

A restaurant has been extremely busy, but it does not have room in the budget to hire more staff to keep up with demand. What is one strategy the restaurant could take to keep customers happy during peaks in demand?

Add a consumer-participation option such as a salad bar

Which of the following is a good strategy for resolving a customer service issue:

Allow the customer to express his/her feelings

What can happen when employees do not respect one another's lifestyles?

An uncomfortable working environment

A company received a negative review on social media. How should the company respond to improve the customer's post-sales experience?

Apologize and attempt to rectify the problem

You are a hotel event planner in charge of a business conference. One of your guest speakers calls you to explain he is running late and will miss the pre-conference dinner. Instead, he explains, he is going to get something fast to eat on the way to the hotel. He still plans to arrive in time for his scheduled presentation, though. Which of the following would be the best thing for you to do to assist him:

Ask a valet to help him with parking and luggage when he arrives

Processing customer payments involves recording cash receipts which increase the business's

Assets

Which of the following is a procedure that a tour operator might use when handling emergency situations such as natural disasters:

Assist with evacuation

Which of the following can be learned from monitoring the sales data of any hospitality and tourism business:

Average amount of sales per customer

Which 1990s technological development has allowed travel and tourism information to be obtained by the general public on personal computers:

Internet

Which of the following is the most rapidly changing category of information included in an environmental scan:

Technology

A luxury resort in the Grand Cayman Islands maintains a special section on its website for couples who are planning a destination wedding and/or honeymoon. This is an example of a hospitality business segmenting a market by ...

Behavior

What should help business people adapt their communication styles to appeal to clients from other cultures?

Being patient, flexible and empathetic

Which of the following is the most appropriate item to bundle with a bottle of shampoo:

Bottle of conditioner

How have industry structure changes affected the current business environment?

Business now moves faster than ever

Which of the following is a way that businesses can increase productivity by improving their employees' quality of work life:

By paying fair salaries

What is a primary responsibility of a company's financial function?

Cash management

The purpose of a pre-bid meeting is to..

Clarify any bidders' concerns

A frequent customer is early for his Tuesday appointment with your coworker, Antonio. What should you do or say to the customer?

Invite him to be seated in a waiting area

Carl wanted to make a good impression on his boss, so when he completed a task, he would find other things to do. Frequently, Carl made mistakes because he didn't know how to do everything. How can Carl alleviate this problem in the future?

Clear the task first with the supervisor

A company wants to know how to better advertise to specific segments of customers, so it groups its customer data based on their incomes. This company is using the...

Clustering

Which of the following is an example of an organized labor-relations issue:

Collective bargaining

Melissa's family goes to the same remote beach destination every year for one week. All of the family members enjoy the quiet, relaxing atmosphere that the location offers. In this situation, the motive to travel to this location is

Comfort

To reconcile cash, which of the following should businesses do:

Compare cash received with receipts or transaction records

Which of the following situations is most likely to happen during a period of economic expansion:

Consumer spending increases

Businesses use technology to build positive customer relations by...

Creating targeted marketing campaigns

Sunny Side Up Café is a small, family-owned business in a quiet part of town. The restaurant does not accept credit cards-only cash. Which of the following is the most likely reason for the restaurant to refuse credit cards:

Credit cards have high processing fees

Jonas is starting a nonprofit organization to save turtles in Mexico. What benefit will Jonas most likely receive from registering as a nonprofit?

Federal tax break

Which of the following statements about protecting digital customer data is true:

Data protection strategies should be reevaluated often

What is the first step to problem solving in a group?

Defining the problem

One way that businesses maintain the security of data that they send over the Internet to clients is by using a software program that prevents a(n) ...

Document from being forwarded

Which of the following security measures is often found in lodging establishments:

Electronic key cards

In what segment of the hospitality and tourism industry is destination marketing?

Event management

Which of the following statements best describes consensus building:

Everyone has equal power

A salon recently added nail services to its product mix. This strategy is called...

Expansion

Which of the following situations is an example of employees coordinating their work efforts:

Gavin orders inventory based on the forecast that Madelyn has prepared for him

Holiday Inn Express uses the slogan "No excuses, guaranteed" as a money-back promise to guests. This is an example of a ...

Guarantee on service

Anna is a marketing manager for an upscale resort, and is developing profiles of typical guests who stay at the resort. The best internal source of secondary information for Anna to obtain is ...

Guest registration records

A business must ensure that it hires employees who possess the appropriate skills to..

Help the business achieve its organizational goals

Servers at the Mountain Top Café often seat customers as well as wait on tables. Unfortunately, the servers are often so busy that they aren't very welcoming or friendly to diners wanting to be seated. Which of the following would help servers focus on their responsibilities as wait staff while also maintaining high service standards:

Hire a host/hostess to greet and seat the diners instead

Which of the following presents an ethical issue that may increase a business's level of risk:

Hiring a family member who lacks necessary job skills

In order for constructive criticism to be effective, it should be delivered...

In private

Exactly one year ago, Kim's dad gave her a $10 bill. Kim saved the money "for a rainy day." Now, her $10 bill has less buying power than it did a year ago. What caused the decline in the value of Kim's money?

Inflation

Because the company's president was impressed with Ed's willingness to accept additional tasks and carry them out without a lot of direction, s/he promoted Ed to a management position. What personal trait does Ed possess that helped him advance in his career?

Initiative

Which of the following is a reason why innovation is important:

Innovation helps the economy

DeMarcus behaves ethically at his job even when no coworkers or supervisors are watching. DeMarcus is displaying ...

Integrity

To allow customers to access account information at any time by telephone, businesses often use..

Interactive voice response software

Which of the following statements is true about project management:

It involves the coordination of multiple activities

Which of the following is a true statement about globalization:

It involves the flow of ideas across national borders

Which of the following individuals is an example of a whistle blower:

Jake reported that he witnessed a senior manager harassing a new employee

Which of the following is a potential challenge when implementing quality management:

Lack of integration

Billie's whole day was thrown off schedule because she was 20 minutes late to a team meeting. Which time-management principle does she need to learn?

Learn to be on time

If trends indicate that more people are booking airline flights to popular destinations, it is likely that ..

Lodging occupancy rates will increase

Eduardo just took over the job of maintaining customer records at his company. Which of the following things should he do:

Maintain a consistent style

Financial planning is important because it can help you ..

Meet needs and wants

If you are tracking and managing progress, issues, and changes during a project, you are..

Monitoring and controlling the project

One of the advantages of using statistics is that individual employees' biases can't impact decision making. That is because statistics are..

Objective

What is one downside of using online storage for your business records?

Online storage companies may have problems or go out of business

What can you do to make sure that you understand what a speaker has just said?

Paraphrase the speaker's message

Just as Ryan is leaving work to get dinner with friends, his coworker asks for help with a project that needs to be finished immediately. Ryan agrees to help his coworker, even though this means he'll be late to meet his friends. Ryan is behaving...

Passively

Knowing your strengths and weaknesses can help you..

Perform better in your current job

Sally is sure she won't like her new coworker, Lily, because Lily is from New England. Sally doesn't know anyone from New England, but she believes people from that region are cold and unfriendly. Sally's attitude is an example of ...

Prejudice

Free Wheelin' Bus Tours sent an online survey to customers to determine their satisfaction levels with the company's tours. What type of research did the company conduct?

Primary

Full-service hotels that provide upscale services and amenities usually charge high rates because their guests associate price with...

Quality

When you are trying to justify your actions to yourself and others, you are ...

Rationalizing

Gerry's Burger Barn produces a spoof video on social media that shows its burgers are "so good that Cows eat them." The video goes viral and is shown on different sites on the Internet, which was not Gerry's original intent. This would most likely cause a ______ risk.

Reputational

It's appropriate to write a letter of inquiry when..

Requesting more information about a company

What is one way that a business can create or enhance place utility?

Research locations where customers expect to find products

The Premier Hotel inserts a coupon offering a midweek special in the local newspaper. What type of promotional activity is the hotel using?

Sales promotion

A standard purchase order should include product specifications, quantities, prices, and what else?

Shipping requirements

Which of the following causes problems in measuring GDP:

Some figures used in calculating GDP are estimates

Where in the Microsoft Word word-processing program should you look to determine what page of a document you're on and how many words are in the document?

Status Bar

Janet is a busy advertising executive trying to balance her job, family, and social responsibilities. Four days a week, Janet runs on a treadmill for an hour. After her workouts, Janet feels relaxed and focused. Janet's exercise program helps her manage

Stress

The Houghten Hotel was overbooked and had to turn away an individual with a telephone confirmation. Since the Super Bowl was in town, the individual was forced to stay at the only available hotel which was located in an unsafe part of town. The individual was attacked while sleeping and sued the Houghten Hotel. What is the likely outcome of a lawsuit against the property?

The property will be required to pay damages to the individual for breaking a legal contract

When a purchasing agent ordered products for a national park's gift shop, s/he agreed to the terms F.O.B. destination. What can the purchasing agent expect as a result of these terms?

The vendor will pay shipping charges to the national park's gift shop

Why is it important for a business to identify its product's competitive advantage?

To develop an appropriate marketing strategy

Each year, the Big Roy family restaurant sells packets of Valentine's Day gift certificates for free children's meals. Each $3.99 packet contains 10 gift certificates. Each gift certificate has a maximum value of $2.50. What is most likely to be the restaurant's primary motivation for selling these gift certificates?

To increase the number of families dining at Big Roy

Which of the following industries has most impacted the development of the hospitality industry?

Transportation

One way to resolve conflict with customers in the hospitality and tourism industry is to..

Understand what guests truly want

Which of the following is a characteristic of an efficient accounting system:

User-friendly

A business's managers expected to reduce expenses by four percent last quarter. The financial information, however, shows that expenses were actually reduced by two percent. This is an example of ..

Variance

Which of the following is an example of a business's core values:

We deal honestly and fairly with our customers and ourselves

Which of the following is a key question project managers ask when identifying needed resources:

What level of expertise is required to complete each deliverable?

Which of the following is a relevant question for a job applicant to ask during an employment interview:

What type of training do you provide for this position?

Does the hospitality and tourism industry offer career opportunities for entrepreneurs?

Yes