DECA Hospitality

Some job application forms ask why the applicant left a previous job. Which of the following would be an acceptable answer to this question:

A. "I was expected to do too much work." B. "I was seeking a job with more responsibility." C. "I couldn't get along with my supervisor." D. "I wanted to get out of a difficult situation."

Which of the following comments by a supervisor is an example of destructive criticism:

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

A customer hands a cashier a coupon for 20% off the price of a CD player. If the retail price of the CD player is $180, what is the price of the item after processing the coupon?

A. $144 B. $140 C. $156 D. $168

A business's balance sheet lists $2,500 in cash, $6,125 in accounts receivable, $3,775 in inventory, $10,350 in machinery and equipment, and $4,280 in accounts payable. Calculate the business's total assets.

A. $22,750 B. $18,470 C. $15,225 D. $27,030

Which of the following examples illustrates the concept of product in the hospitality industry:

A. A bed and breakfast advertising private baths and a fireplace in each room B. A conference center making reservations at other properties C. A resort promoting that it treats guests like family D. A cruise ship providing a list of rental car agencies located at ports-of-call

What is the typical effect of an economic slowdown on the hospitality industry?

A. A decrease in the number of guests and a decrease in the number of rooms available B. An increase in the number of guests and a decrease in the number of rooms available C. A decrease in the number of guests and an increase in the number of rooms available D. An increase in the number of guests and an increase in the number of rooms available

Maggie owns an auto repair business. She'd like to be the best auto repair shop in the city. Is this a goal or a vision?

A. A goal. It's long term, overarching, and inspirational. B. A vision. It's specific, measurable, and time bound. C. A vision. It's long term, overarching, and inspirational. D. A goal. It's specific, measurable, and time bound.

Which of the following is an example of a business using technology to improve the efficiency of its salespeople:

A. Accepting debit transactions B. Providing laptops, tablets, and smartphones C. Providing a week of in-person training D. Installing security cameras

Jenna is a social media coordinator for a boutique hotel. What is one task she should be sure to do every day?

A. Add 1,000 new followers B. Respond to customer inquiries C. Engage with community influencers D. Define her target audience

Because a normally stocked item is backordered and a customer needs to get the item as soon as possible, Barston Distributors asks its vendor to ship the item directly to the customer when it is available. What type of purchase order does this exemplify?

A. Advance placement B. Open C. Standing D. Drop shipment

Due to bad weather, Clear Skies Airline had to cancel an international flight. How can Clear Skies Airline best deliver a positive moment of truth in this situation?

A. Apologize profusely to customers who are upset B. Clearly explain the situation to anyone who has questions C. Send a customer satisfaction survey to determine future improvements D. Provide complimentary hotel rooms and food for stranded passengers

What might businesses lose if their employees are injured on the job and are unable to work?

A. Assets B. Benefits C. Sales D. Goods

Being a good listener is an example of what type of behavior that builds positive working relationships?

A. Being cooperative B. Carrying your own weight C. Maintaining distance from others D. Having a good attitude

Which of the following behaviors is often associated with effective hospitality and tourism managers:

A. Being critical of others B. Discouraging dissent C. Questioning employees' motives D. Exhibiting self-control

During certain times of the year, Sparkle Janitorial Supply Company keeps extra mop buckets and cleaning carts on hand to avoid customer backorders. What type of inventory is the company maintaining?

A. Buffer B. Manufacturing C. Aggregate D. Just-in-time

If a company wants to promote specific products to previous customers, what would be the best way for it to obtain the necessary data for a mailing list?

A. By reviewing its marketing research plans B. By purchasing information from competitors C. By purchasing data from outside researchers D. By searching its own customer database

Which of the following data collection methods would best measure actual repeat business:

A. Collecting data on product purchases from loyalty programs B. Tracking cookies from customers' web browsing activity C. Collecting personal information from online registrations D. Surveying customers about their recent store experiences

Which of the following is a true statement regarding the relationship between customer service and the hospitality and tourism industry:

A. Customer service is important, but less so than price. B. Business success or failure depends on customer service. C. Customer service cannot be taught through training. D. Greater customer satisfaction leads to lower revenue.

What is the best way for an employee to obtain product specifications for a piece of office equipment?

A. Develop a cost/benefit analysis B. Submit a quotation to management C. Write a product review D. Send a letter of inquiry to the vendor

What is usually the tone of a simple written report?

A. Dramatic B. Solemn C. Informal D. Imprecise

Which of the following is the process that involves bringing together the resources that are needed in the production of goods or services:

A. Economizing B. Management C. Research D. Marketing

Chandra wants to develop a personal budget. What is the first step she should take?

A. Establishing her goals B. Estimating her income C. Determining regular expenditures D. Allocating income

Which of the following is an example of a current trend in business:

A. Expanding economic growth B. Protecting consumer privacy C. Developing market research D. Promoting private enterprise

What is the first step you should take when resolving an ethical dilemma?

A. Figure out who's affected. B. Identify the dilemma. C. Consider all your potential actions. D. Reflect on the outcome.

Before producing and selling a product, which of the following should marketers do first:

A. Identify the market for the product B. Select a channel of distribution C. Set up a promotional plan D. Determine the product's price

A company manager recognizes that an employee only delegates tasks to people of a certain race. Which of the following is likely to be the most effective manner for the manager to deal with this situation:

A. Ignore the behavior until the employee learns better B. Privately address the behavior directly with the employee C. Fire the employee for demonstrating a biased preference D. Personally demonstrate unbiased behavior toward employees

To increase efficiency among channel members, which type of software allows for the secure transfer of information via the Internet:

A. Intranet system B. Virtual private network C. Internet service provider D. Client network

Which of the following is a true statement about a project plan:

A. It emphasizes flexibility over strategy. B. It is not necessary for every project. C. It is a roadmap. D. It is "set in stone"—unchanging.

How does the finance function relate to company spending?

A. It produces reports about spending. B. It plans and controls spending. C. It spends on investment only. D. It does not relate to spending.

Which of the following is an example of ethical behavior in human resources management:

A. Judging an employee on the basis of work performance B. Promoting an employee on the basis of friendship C. Hiring an applicant on the basis of gender D. Interviewing an applicant on the basis of appearance

What type of insurance do you need to purchase if you want to ensure that your beneficiaries receive an inheritance?

A. Long-term care insurance B. Term life insurance C. Disability insurance D. Universal life insurance

Which of the following is a typical result of price instability:

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

What activity are Nikki and Josh performing when they read over a scenario and then act out the parts in a training class?

A. Meditation B. Brainstorming C. Role-playing D. Experimenting

Darryl works in purchasing and is currently accepting bids for an upcoming project. What is an ethical issue he may encounter during this process?

A. Noncompliance with safety regulations B. Violation of company Internet policies C. Employee theft D. Bribery

When Izzy spilled lemonade in a customer's lap, she apologized and brought out another lemonade to replace it. The customer was still unhappy and told Izzy that he wouldn't be returning to the restaurant. What could Izzy have done to recover in this situation?

A. Offered the customer a restaurant gift card B. Explained to the customer why he was being unreasonable C. Avoided the customer and sent out a different server D. Offered the customer an iced tea instead

Which of the following is an example of using social media to enhance a customer's post-sale experience:

A. Offering discounts for first-time customers B. Posting about the release of a product line C. Obtaining new followers that could make a purchase D. Responding to negative and positive online reviews

Quality management must begin at which level of a company?

A. Organizational B. Process C. Job/Performance D. Departmental

Which of the following areas of product/service management is important in attracting customers and in protecting products:

A. Packaging B. Concept testing C. Labeling D. Idea generation

A local chamber of commerce plans a street festival to appeal to community members and business owners. This is an example of which of the following membership benefits of a business alliance organization:

A. Participation in trade shows B. Group services C. Establishment of standards D. Sales promotion events

If a hotel is trying to predict future revenue generated for hotel bookings, which of the following sources of secondary data would be most useful:

A. Previous fulfilled hotel reservations B. Frequent guests' personal income data C. Guest surveys about future travel plans D. Guest surveys on service quality

A manufacturing company is well-suited for a divisional organizational structure broken down by

A. Process B. Job function C. Customer type D. Product

Which of the following is an example of entrepreneurship:

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

What is the primary function of the Random Access Memory (RAM) component of a computer?

A. Reads the computer code that provide visual effects B. Serves as a temporary holding area for files and programs C. Stores data and programs permanently D. Enables the user to apply point-and-click commands

What is one of the benefits to a business of reinforcing service orientation through communication?

A. Rewards customers for their support B. Promotes the sale of new products C. Builds positive relationships with customers D. Encourages employees to be aggressive

How can a business sell more goods to increase profit quickly, but do so without increasing expenses?

A. Set lower prices B. Purchase extra stock C. Hire additional staff D. Plan special events

The executives of an airline recently determined that the cost of their extensive employee training program was too high and decided to terminate the program. What is a possible consequence of this decision?

A. Stronger financial standing B. Increased number of repeat customers C. Decreased quality of customer service D. More focus on efficiency

Akua is in charge of supervising the entire process of getting products into the marketplace, otherwise known as the flow of goods. Akua's job title is most likely

A. Supply Chain Manager. B. Line Supervisor. C. Chief Financial Officer. D. Inventory Manager.

What is an important social and cultural factor that has an impact on global trade?

A. Technology B. Language C. Politics D. Economics

Why do many companies set a floor limit specifying a maximum amount a customer is allowed to charge to a credit card?

A. To increase the amount of sales B. To protect the company against fraud C. To encourage the use of credit cards D. To prevent fraud from occurring

Why should productivity be measured?

A. To locate new sources of inputs B. To find new ways to meet customer needs C. To determine the best ways to invest company profits D. To see whether the business's objectives are being met

Why do many businesses store information in a computerized database?

A. To transmit documents B. To communicate with vendors C. To maintain client lists D. To monitor economic trends

Into what two categories can wants be divided?

A. Unlimited and noneconomic B. Unlimited and economics C. Unlimited and limited D. Economic and noneconomic

Your class has a presentation from a guest speaker. Which of the following behaviors is most likely to help you support the speaker and demonstrate your interest in the presentation?

A. Whisper comments B. Takes notes of the speakers most important comments. C. Avoid asking the presenter any questions D. Silence the ringer on your smartphone

It is appropriate for an employee to report his/her employer's noncompliance with health and safety regulations when

A. a coworker blocks the fire escape route with boxes of old files. B. the housekeeping staff disposes of the company's hazardous materials. C. the employer does not take steps to correct the issue. D. a vendor does not have a ventilation system that meets code.

To develop new products that accommodate changing markets, a business should

A. adopt a laissez-faire organizational structure. B. implement innovative management practices. C. develop licensing programs with business partners. D. review its profit margins on a continuous basis.

When marketing researchers review the level of affiliation between two variables, they are evaluating the ___________ of data components.

A. affirmation B. predictability C. sensitivity D. correlation

The goal of many governmental agencies is to protect the

A. barriers to trade B. rights of a business C. target market D. monetary policy

A business comparing the monthly bank statement with the entries in its checkbook is an example of a(n)

A. break-even analysis. B. accounts-payable system. C. money-handling technique. D. cash-control procedure.

Cocoa Bean Coffee Café posts the following statement on its website: "Cocoa Bean Coffee Café does not share its customers' names, email addresses, and telephone numbers with others without obtaining customers' consent." This is an example of a business exhibiting __________ behavior in relation to __________.

A. cautious; product promotion B. ethical; information management C. questionable; marketing research D. judicious; production procedures

The manager of the Majesty Resort just quit in the middle of summer vacation season. She told the owner that she felt too overwhelmed by all of the work she had to do. The owner of the Majesty Resort should have

A. closed down the resort during peaks in demand. B. hired a more responsible manager. C. convinced the manager to stay. D. increased staffing for peaks in demand.

Participating in school-operated programs such as the school store or library is one way that students might obtain

A. college information. B. additional education. C. work experience. D. job approval.

Before creating a media presentation, you should first plan the text and illustrations for the presentation by

A. developing a schedule. B. creating a storyboard. C. creating the needed slides. D. planning slide transitions.

One of the reasons that direct mail is frequently used as a promotional method by hotels/motels is that

A. direct mail is inexpensive. B. direct mail is impersonal. C. hotels/motels focus on having guests return. D. hotels/motels usually keep guest history records.

Individuals have the right to provide additional information about their income status and payment history when

A. estimating their tax liability. B. opening a checking account. C. validating their credit history. D. hiring a financial planner.

A Vermont ski shop has not yet received its November shipment of ski supplies. Since the holiday rush is only days away, you would expect prices of existing stock to

A. fluctuate. B. decrease. C. remain the same. D. increase.

Which of the following is a characteristic of effective oral presentations?

A. gathers information B. attracts attention C. identifies conflict D. provides discussion

Larry's Pro Shop sold $583,000 in merchandise during the year. He paid out $259,000 for equipment, salaries, and utilities. His company had $100,000 left over after taxes. The company's __________ was $224,000.

A. gross profit B. cost of merchandise C. annual income D. net profit

One of the reasons that people sometimes fail to exhibit assertive behavior is because they

A. have a high level of self-esteem. B. have personal goals they want to meet. C. want to avoid any conflict. D. want others to respect their rights.

Risk managers often use computerized catastrophe modeling to estimate the losses that their company could suffer as a result of

A. hurricanes, earthquakes, and terrorist attacks. B. hurricanes, embezzlement, and terrorist attacks. C. robberies, embezzlement, and terrorist attacks. D. robberies, embezzlement, and sexual harassment claims.

An individual who lives by an established set of personal ethics is said to have

A. intelligence. B. apathy. C. bravery. D. integrity.

To perform a proper data analysis, the researcher should be

A. judgmental. B. untrained. C. unbiased. D. inconsistent.

The manufacturer of a defective clock refused to honor the clock's guarantee and give the customer a refund. The customer's right to demand satisfaction from the clock manufacturer is known as

A. legal recourse. B. a guarantee. C. a warranty. D. liability lawsuit.

A company that reevaluates a brand's characteristics, quality, and benefits in order to change the image of the brand is __________ the brand.

A. licensing B. extending C. repositioning D. positioning

When writing an executive summary, be sure that you

A. make the summary at least 1/10th as long as the full report. B. use as much business jargon as possible. C. target people who don't have time to read the full report. D. include every point from the full report.

A client who is resistant to your sales pitch might show his/her defensiveness by

A. making eye contact B. smiling C. crossing his/her arms D. nodding his/her head

You look up to your older brother and his group of friends. Sometimes, what they buy influences what you buy. This is an example of a

A. membership group. B. reference group. C. psychological influence. D. situational influence.

The primary reason for a business to carefully track all of its vendors' invoices is to

A. monitor and control expenses. B. confirm the accounts receivable. C. evaluate the vendors' performance. D. check for tax discrepancies.

Employees have the right to

A. not be fired. B. form unions. C. view all human resources files. D. unrestricted Internet access.

A primary reason hospitality employees and businesses join professional or trade organizations is to

A. obtain further education and certification. B. develop promotional efforts and materials. C. qualify for additional government funding. D. increase employee productivity.

For several months, June has felt very tired at work. She has a hard time focusing on her job, is often irritated at her coworkers, and has turned in several late assignments. At home, June feels considerably better. June is experiencing

A. organizational change. B. employee stress. C. employee turnover. D. employee burnout.

Tariq works at the front desk of a hotel. He tries to keep customers happy, but he finds it difficult to do so because his company does not have strong policies in place to handle issues. Tariq's customer service practices are affected by

A. organizational culture. B. his extraverted personality. C. local competition. D. customer loyalty.

What is a common consequence that comes with a civil lawsuit?

A. paying a fine B. Serving time in prison C. Performing community service D. Attending counseling sessions

A new airline offers much lower fares than its competitors to attract potential travelers. This is an example of

A. penetration pricing. B. psychological pricing. C. price lining. D. price skimming.

When processing a room reservation by telephone, the hotel reservationist should provide the guest with a(n)

A. policy reference number at the end of the call. B. daily transaction code at the beginning of the call. C. confirmation number at the end of the call. D. arrival identification code at the beginning of the call.

To help maintain a secure work environment, a large amusement park is likely to require all of its employees to

A. present their photo identification cards when they report for work. B. wear their uniforms when they pick up their paychecks. C. participate in diversity training programs on an annual basis. D. provide the guests with electronic key cards to access park attractions.

Communicating with others is a good way to demonstrate fairness because it

A. prevents bias from affecting decision-making. B. allows everyone to have a fair chance to be heard. C. promotes the equality approach to fairness. D. allows you to ignore critical feedback.

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

A. quoting. B. paraphrasing. C. summarizing. D. plagiarizing.

Emergency procedures that involve escape and evacuation because of fire or natural disasters usually include plans for identifying

A. relatives of passengers. B. travelers with disabilities. C. hazardous materials. D. suspicious activities.

One of the ways that responsible employees benefit the business is that they

A. require more company rules. B. require less supervision. C. do not demand raises or promotions. D. know how to do incorrect work over.

Project managers usually evaluate project results by

A. setting long-term goals for the project. B. comparing project standards with actual performance. C. conducting external data searches. D. developing complex diagrams.

Luke is a purchasing department employee who must complete his inventory report by 4:00 p.m. on Tuesday. He must also collect bids and place orders for staple items by Wednesday at noon. Because Luke knows that it will take a while to obtain the bids, he decides to start contacting vendors before he begins working on his inventory report. Luke is __________ his workload.

A. simplifying B. delegating C. communicating D. prioritizing

Assuming that all people of a certain nationality will work long hours for low pay is an example of

A. stereotyping. B. discrimination. C. prejudice. D. harassment.

As a result of increasing competition, many segments of the hospitality industry are emphasizing promotional efforts to focus on

A. technology. B. place. C. service. D. price.

Iris buys an expensive new car using installment credit. Although the __________ for the car is made out in her name, the company that sold the car has a __________ on it until Iris makes all the installment payments.

A. title; lien B. title; principal C. principal; lien D. interest; principal

From a legal standpoint, hospitality and tourism customers have the right to expect businesses in this industry to take

A. total responsibility for accidents B. no risks C. insurance out of each customer D. reasonable care

To be useful to businesses, financial information should be

A. vague and transferable. B. reliable and creative. C. timely and understandable. D. sensitive and logical.

Some properties make it easier for guests to get to and from their destinations by providing _________ services.

A. valet B. shuttle C. concierge D. bell staff

Important considerations when identifying your personal vision are your

A. values and aspirations. B. skills and natural resources. C. specific goals and income. D. logic and emotions.

Which of the following visual aids is often used to clearly illustrate a company's sales by region?

A. venn diagram B. submit a quotation to management C. flowchart D. geographical map

A customer complained about the new toaster she had purchased because, even on the lowest setting, it burned the toast. This kind of complaint is caused by the

A. wholesaler. B. manufacturer. C. retailer. D. salesperson.