Business Quiz: Hospitality And Tourism Test!

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  • 1/99 Questions

    Because the regulations of various jurisdictions differ, tour-bus drivers must be aware of and follow specific __________ laws.

    • Traffic
    • Airspace
    • Shipping
    • Property
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About This Quiz

Do you think you could pass this business quiz about hospitality and tourism? Hospitality and tourism management are multidisciplinary fields for training people with expertise, dedication, and skills for administration, marketing, and operations. The people who work in this business help people enjoy vacations and entertainment activities. If you are looking for a career in the hospitality business, this is the quiz for you!

Business Quiz: Hospitality And Tourism Test! - Quiz

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  • 2. 

    People who value and appreciate the differences in others usually

    • Avoid each other.

    • Argue about politics.

    • Work well together.

    • Live in the same area

    Correct Answer
    A. Work well together.
    Explanation
    Work well together. Valuing the differences in others helps people get along and work well together. They understand the differences and appreciate them. Arguing about politics is a common characteristic among all people and is not limited to those with different backgrounds. People who value the differences in others do not avoid them. Valuing the differences in others does not depend upon living in the same area.
    SOURCE: EI:036
    SOURCE: EI LAP 20—Fair and Square (Treat Others Fairly at Work)

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  • 3. 

    When Dawn answered the front desk telephone at her property, a female caller who sounded very upset said, "My daughter, Susan Smith, is staying at your hotel, and I need to reach her immediately because of a family emergency. Would you please give me her room number?" Dawn quickly answered, "Ms. Smith is in room 224. I'll connect you." What did Dawn do wrong?

    • She told the caller that she would transfer the call quickly

    • She didn't forward the caller to the guest's voicemail.

    • She gave out a guest's room number

    • She didn't answer the caller with enough courtesy.

    Correct Answer
    A. She gave out a guest's room number
    Explanation
    She gave out a guest's room number. Although Dawn was courteous with the caller, she was distracted by the fact that the caller seemed upset and said the call was about an emergency. In her haste to be helpful, she forgot that she should try to locate the guest, not give out her room number, even in what was described as an emergency. It was appropriate for Dawn to tell the caller that she would transfer the call and to ring the guest's room before transferring the caller to the guest's voicemail, especially in an emergency situation.
    SOURCE: CO:114
    SOURCE: Bruninghaus, M. (2006, August 21). Protecting guest data: Why hotel information security awareness training is so important. Retrieved October 30, 2012, from http://enterpriseinnovator.com/index.php?articleID=7291§ionID=25

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  • 4. 

    Pat was listening to the training lecture, but there was a part of the lecture that he did not understand. Pat asked the teacher to clarify that point. Pat is practicing which kind of behavior?

    • Avoidance

    • Offensive

    • Verbal, assertive

    • Nonverbal, assertive

    Correct Answer
    A. Verbal, assertive
    Explanation
    Verbal, assertive. Verbal, assertive behavior is a confident attitude that involves the use of words, such as speaking up when you don't fully understand something or asking questions to get information. Nonverbal, assertive behavior is a confident attitude expressed through body language. Avoidance behavior is conduct with the goal of avoiding conflict at any cost. Offensive behavior is anything that causes others to feel discomfort, embarrassment, or anger.
    SOURCE: EI:008
    SOURCE: EI LAP 18—Assert Yourself (Assertiveness)

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  • 5. 

    When handling cleaning chemicals, hotel housekeeping attendants should

    • Complete a purchase order when inventory is low

    • Avoid direct skin contact and wear disposable gloves

    • Avoid using eye goggles or ventilation masks.

    • Keep a log of ingredients found in the cleaning materials

    Correct Answer
    A. Avoid direct skin contact and wear disposable gloves
    Explanation
    Avoid direct skin contact and wear disposable gloves. To protect from bacteria transmission and skin irritation, hotel housekeeping attendants should wear disposable gloves when using cleaning chemicals. Housekeeping attendants generally alert their manager when cleaning-chemical inventory is low and do not complete the purchase order. When mixing or using toxic or strong cleaning chemicals, eye goggles or ventilation masks may need to be used. It is not necessary for attendants to keep a log of ingredients found in the cleaning materials; the ingredients are listed on the cleanser storage containers.
    SOURCE: OP:134
    SOURCE: Educational Institute of the American Hotel & Lodging Association (2005). Lodging management program: Year 1 (2nd ed.) [pp. 275-276, 283]. Lansing, MI: Educational Institute of the American Hotel & Lodging.

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  • 6. 

    It is most appropriate to format a section of a document with a numbered list, when you are

    • Including a testimonial in a promotional piece.

    • Identifying the sequential steps of a process.

    • Using charts to summarize information.

    • Providing a detailed example to clarify a concept.

    Correct Answer
    A. Identifying the sequential steps of a process.
    Explanation
    Identifying the sequential steps of a process. When describing activities that need to be done in a specific order, the writer might want to number the steps to set the process apart from the text and to clarify the process. One testimonial or a single piece of information does not require a numerical designation to reinforce the order of content. Charts are graphics that summarize numerical data. A narrative writing format is usually most appropriate when providing an example to clarify a concept.
    SOURCE: CO:088
    SOURCE: Bovée, C.L., & Thill, J.V. (2008). Business communication today (9th ed.) [p.155]. Upper Saddle River, NJ: Pearson Prentice Hall.

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  • 7. 

    When employees are working faster or better, they are increasing their

    • Efficiency

    • Wages.

    • Benefits.

    • Value

    Correct Answer
    A. Efficiency
    Explanation
    Efficiency. When employees are working faster or better, they are increasing their efficiency. They may increase their value to the firm in the process—and perhaps their wages and benefits, too. But their efficiency is directly tied to how fast and how well they do their work.
    SOURCE: EC:010
    SOURCE: EC LAP 2—Risk Rewarded (Profit)

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  • 8. 

    An important function of human resources management in business is 

    • Employee recruitment.

    • Capital investment.

    • Domain development.

    • Social media.

    Correct Answer
    A. Employee recruitment.
    Explanation
    Employee recruitment. Human resources management is the process of planning, staffing, leading, and organizing the employees of the business. An important aspect of the human resources function is seeking out and attracting qualified potential employees, which is employee recruitment. capital investment, domain development, and social media are not primary activities of the human resources function in business.
    SOURCE: HR:410
    SOURCE: Gaspar, J., Bierman, L., Kolari, J., Hise, R., Smith, L., & Arreola-Risa, A. (2006). Introduction to business (p. 199). Boston: Houghton Mifflin.

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  • 9. 

    One way that an applicant can indicate a sincere interest in the job during an employment interview is to

    • Speak loudly

    • Talk constantly

    • Listen attentively

    • Answer quickly

    Correct Answer
    A. Listen attentively
    Explanation
    Listen attentively. Listening attentively during an employment interview is very important because it allows the applicant to completely understand questions before answering. Listening attentively also tells the interviewer that the applicant is sincerely interested in the job and wants to learn as much as possible in order to respond appropriately. Answering quickly, talking constantly, and speaking loudly might indicate that the applicant is nervous or unprepared for the interview rather than sincerely interested in the job.
    SOURCE: PD:028
    SOURCE: Kimbrell, G., & Vineyard, B.S. (2006). Entering the world of work (pp. 196-198). New York: Glencoe/McGraw-Hill.

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  • 10. 

    A benefit to a business that uses collaborative computer software is that it enables the employees to

    • Search the Web.

    • Share information quickly.

    • Prepare written reports

    • Develop keyboarding skills.

    Correct Answer
    A. Share information quickly.
    Explanation
    Share information quickly. Collaborative computer software allows many employees to access and share the same business information. Some applications, such as e-mail, allow employees to instantly transmit messages and business documents to coworkers who are traveling or working in other facilities, which can facilitate a quick response. By sharing information quickly, employees can take immediate action and then proceed to work on other tasks. Businesses do not use collaborative computer software to enable employees to search the Web, prepare written reports, or develop keyboarding skills.
    SOURCE: NF:011
    SOURCE: wiseGeek. (2003-2012). What is groupware? Retrieved November 1, 2012, from http://www.wisegeek.com/what-is-groupware.htm

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  • 11. 

    Eva works at a hotel registration desk. When a customer was checking in tonight, Eva reminded him that checkout time would be 11:00 a.m. "No, it's not!" he exclaimed. "It's always at 11:30!" Eva's customer is a(n) __________ customer.

    • Impatient

    • Suspicious

    • Argumentative

    • Leave-me-alone

    Correct Answer
    A. Argumentative
    Explanation
    Argumentative. Eva's customer is argumentative. He's trying to pick a fight with her and tell her that she's wrong. A suspicious customer questions everything and is constantly worried that your business might take advantage of him/her. A leave-me-alone customer does not want your advice or assistance even though you might be able to help. An impatient customer shows verbally or nonverbally that s/he does not want to wait in line.
    SOURCE: CR:009
    SOURCE: CR LAP 3—Making Mad Glad (Handling Difficult Customers)

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  • 12. 

    What economic activity is necessary for consumption to occur?

    • Production

    • Opportunity

    • Financing

    • Management

    Correct Answer
    A. Production
    Explanation
    Production. The movement of goods, services, and resources is possible because of four economic activities: consumption, production, exchange, and distribution. In order for consumption to occur, goods and services must be made or produced. Production relies on consumers to provide resources, and consumption relies on producers to provide goods and services. Opportunity is a chance or benefit. Financing is a marketing function that involves understanding the financial concepts used in making business decisions. Management is the process of coordinating resources in order to accomplish an organization's goals.
    SOURCE: EC:001
    SOURCE: EC LAP 6—Are You Satisfied? (Concept of Economics)

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  • 13. 

    Interest and enthusiasm are very important parts of a(n)

    • Business cycle.

    • Positive attitude.

    • Orderly environment

    • Partnership agreement.

    Correct Answer
    A. Positive attitude.
    Explanation
    Positive attitude. Interest and enthusiasm are part of a positive attitude which gives you a good outlook on life. Although you will still encounter frustrations and disappointments, you won't be kept down very long by them. Your interest in life and your enthusiasm will soon reassert themselves. Business cycles are periods of expansion and contraction in economic activities. An orderly, systematic environment can be obtained without interest and enthusiasm. A partnership agreement is a written agreement signed by business partners which specifies the terms of the partnership.
    SOURCE: EI:020
    SOURCE: Kimbrell, G., & Vineyard, B.S. (2006). Succeeding in the world of work (p. 198). New York: Glencoe/McGraw-Hill

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  • 14. 

    A good indication that you may be making an unethical choice is if you

    • Maintain confidential information.

    • Attempt to be objective

    • Make excuses to justify your behavior.

    • Disagree with the rules.

    Correct Answer
    A. Make excuses to justify your behavior.
    Explanation
    Make excuses to justify your behavior. Making excuses means that you are trying to convince yourself that what you are doing or thinking of doing is okay—that you are justifying a wrong or inappropriate choice. Maintaining confidential information (unless it is harmful to others) and being objective are ethical behaviors. Simply disagreeing with certain rules does not always indicate that you are making an unethical choice.
    SOURCE: EI:004
    SOURCE: EI LAP 4—Work Right (Ethical Work Habits)

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  • 15. 

    After Mrs. Green provided the cashier with $2.50 in cash and coins, she left the grocery store with a gallon of milk. In this situation, money is being used as a

    • Bartering mechanism.

    • Store of wealth.

    • Negotiating tool.

    • Medium of exchange.

    Correct Answer
    A. Medium of exchange.
    Explanation
    Medium of exchange. A medium of exchange is something of value that can be used to obtain goods and services. Money is a common form of exchange. Individuals, businesses, and governments use money to purchase the products (e.g., milk) they need. When money is saved rather than spent, it is functioning as a means of accumulating wealth. Negotiating is the process of resolving a disagreement. Bartering involves trading one good or service for another good or service.
    SOURCE: FI:060
    SOURCE: Clark, B., Sobel, J., & Basteri, C.G. (2006). Marketing dynamics (pp. 34-35). Tinley Park, IL: Goodheart-Willcox.

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  • 16. 

    The relationship between recreation and good health is that recreation is

    • Of minimal benefit to health.

    • Essential to good health.

    • Considered a luxury.

    • Unrelated to one's health.

    Correct Answer
    A. Essential to good health.
    Explanation
    Essential to good health. Recreational activities help us to get away from life's frustrations and tensions and to relax. It is beneficial to mental, physical, and emotional health when people regularly enjoy some form of recreation. Recreation is not a luxury and may be as simple as taking a walk.
    SOURCE: PD:002
    SOURCE: PD LAP 5—Brand Me! (Personal Appearance)

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  • 17. 

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

    • No. Businesses in the hospitality and tourism industry are too large for start-up businesses.

    • No. Businesses in the hospitality and tourism industry are franchises.

    • Yes. Businesses in the hospitality and tourism industry can start small and expand.

    • Yes. Businesses in the hospitality and tourism industry are started with state funding.

    Correct Answer
    A. Yes. Businesses in the hospitality and tourism industry can start small and expand.
    Explanation
    Yes. Businesses in the hospitality and tourism industry can start small and expand. There are lots of opportunities for people to dream and actualize those dreams when they open their businesses. Not all hospitality and tourism businesses start out as large companies—many are one-person operations and are not part of a franchise. Most hospitality and tourism businesses are started with the owner's debt or equity financing rather than with state funding.
    SOURCE: PD:272
    SOURCE: Walker, J.R. (2009). Introduction to hospitality (5th ed.) [p. 6]. Upper Saddle River, NJ: Pearson Prentice Hall.

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  • 18. 

    In relation to channel management, which of the following actions should the manufacturer take to effectively introduce a new product to the marketplace:

    • Establish ethics policies

    • Use appropriate promotional techniques to inform channel members

    • Improve communication with distributors or wholesalers

    • Apply for a line of credit

    Correct Answer
    A. Use appropriate promotional techniques to inform channel members
    Explanation
    Use appropriate promotional techniques to inform channel members. Promotion is a critical consideration when introducing a new product because this function lets channel members and customers know that the good or service is available. The promotional efforts should be carefully planned and coordinated with the product's release. For example, a manufacturer might provide catalogs, brochures, coop-advertising funds, and product training to its intermediaries (e.g., dealers, wholesalers) before the product is released so that the intermediaries can explain the products to their customers or end users. Some channel members (e.g., retailers) might need to coordinate promotion so that newspaper and television advertising or special events are appropriately timed with the product's arrival on the stores' shelves. If the communication between a manufacturer and its intermediaries is already very good, the manufacturer needs to continue using good communication rather than improve it. Applying for a line of credit is a financial consideration. Ethics policies must not only be established, but they must communicated to the appropriate people or organizations.
    SOURCE: CM:007
    SOURCE: Kotler, P., & Armstrong, G. (2008). Principles of marketing (12th ed.) [pp. 10-11, 12-17, 44-45]. Upper Saddle River, NJ: Prentice-Hall.

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  • 19. 

    As an audience member, which of the following should you do to encourage a speaker during an oral presentation?

    • Smile

    • Refrain from asking questions.

    • Keep a straight face to communicate that you are serious.

    • Quietly discuss the speech with the person sitting next to you.

    Correct Answer
    A. Smile
    Explanation
    Smile. A smile shows the speaker that you support and encourage him/her. It is a good idea to ask questions when asked. It shows interest in the topic. A straight face is difficult for a speaker to interpret. It may mean a person is upset, is daydreaming, or is seriously listening. Talking to others during a presentation is rude to the speaker and may cause him/her to lose his/her train of thought.
    SOURCE: CO:082
    SOURCE: Leskiar, R.V., & Flatley, M.E. (2005). Basic business communication: Skills for empowering the Internet generation (10th ed.) [p. 439 ]. Boston: McGraw-Hill/Irwin.

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  • 20. 

    Which of the following is a type of credit card that can be used to make purchases from a variety of participating businesses:

    • Hotel

    • Retail store

    • Bank

    • Petroleum

    Correct Answer
    A. Bank
    Explanation
    Bank. Bank credit cards can be used at any business that is affiliated with the system. This gives cardholders a wide range of businesses from which to choose. Retail store, hotel, and petroleum cards are issued by individual companies and may be used only at their facilities.
    SOURCE: FI:002
    SOURCE: Farese, L.S., Kimbrell, G., & Woloszyk, C.A. (2009). Marketing essentials (pp. 684-687). Woodland Hills, CA: Glencoe/McGraw-Hill.

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  • 21. 

    Which of the following is one of the main reasons why businesses participate in trade shows:

    • To visit new locations

    • To attend social functions

    • To promote community events

    • To exhibit their products

    Correct Answer
    A. To exhibit their products
    Explanation
    To exhibit their products. A trade show is an exhibition at which businesses display their products. One of the main reasons why businesses participate in trade shows is to exhibit their goods and services to potential buyers. Businesses develop attractive displays and provide information to show attendees to generate sales contacts. Businesses do not participate in trade shows in order to attend social functions, to promote community events, or to visit new locations.
    SOURCE: PD:036
    SOURCE: Clow, K.E, & Baack, D. (2010). Integrated advertising, promotion, and marketing communications (4th ed.) [pp. 345-346]. Upper Saddle River, NJ: Prentice Hall.

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  • 22. 

    What should you talk about first when presenting research findings orally?

    • Description of participants and how they were selected

    • Overview of others' work on the research topic

    • Problem/issue being addressed

    • Graphs depicting main findings

    Correct Answer
    A. Problem/issue being addressed
    Explanation
    Problem/issue being addressed. There is a logical sequence for presenting research orally. The presenter needs to first discuss why the study was conducted. This involves explaining the problem/issue. The researcher then moves on to explain what was done, what was found out, and what is recommended.
    SOURCE: IM:391
    SOURCE: Miculka, J. (2007). Speaking for success (2nd ed.) [p.152]. Mason, OH: Thomson South-Western.

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  • 23. 

    A purpose of keeping a hotel's guest-history records up-to-date is to

    • Control expenses.

    • Reduce advertising needs.

    • Identify a target market.

    • Improve housekeeping.

    Correct Answer
    A. Identify a target market.
    Explanation
    Identify a target market. Many hotels maintain guest-history records from information guests provide on their registration cards. When these records are kept up-to-date, the hotel has an accurate profile of its target market to whom it can send promotional materials. This does not reduce the need for advertising or control the hotel's expenses. Housekeeping may be improved if guest complaints are recorded and acted upon, but that is not a purpose of guest records.
    SOURCE: MP:034
    SOURCE: Kotler, P., Bowen, J.T., & Makens, J.C. (2010). Marketing for hospitality and tourism (5th ed.) [pp. 116-120]. Upper Saddle River, NJ: Prentice Hall.

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  • 24. 

    In every work environment, employees need to rely on one another for various reasons. This means that these workers are

    • Interdependent.

    • Independent.

    • Interrelated.

    • Dependable.

    Correct Answer
    A. Interdependent.
    Explanation
    Interdependent. People who depend upon one another are interdependent, rather than independent. They may or may not be dependable, or reliable. They would not be interrelated or related to each other.
    SOURCE: EI:037
    SOURCE: EI LAP 5—Can You Relate? (Positive Working Relationships)

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  • 25. 

    Which of the following is research information that might be included in a written report that will help business managers make decisions:

    • Product announcements

    • Survey results

    • Brand names

    • Committee notes

    Correct Answer
    A. Survey results
    Explanation
    Survey results. The research process often involves surveying customers or vendors to find out how they feel about the company and its products. The survey results are often included in a written report to support the report findings and the recommendations. The survey results are research information that will help business managers make decisions because the surveys ask questions that usually pertain to a specific problem or issue that the managers are considering. Product announcements, brand names, and committee notes are not types of research information that would be included in a written report to help business managers make decisions.
    SOURCE: IM:390
    SOURCE: Farese, L.S., Kimbrell, G., & Woloszyk, C.A. (2006). Marketing essentials (p. 190). New York: Glencoe/McGraw-Hill.

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  • 26. 

    Since displays are a valuable selling tool, it is important that they should be

    • Kept clean and well maintained.

    • Filled with informative signs

    • Pointed out to customers.

    • Kept up as long as possible

    Correct Answer
    A. Kept clean and well maintained.
    Explanation
    Kept clean and well maintained. Once a display is in place, it is important to keep it looking as appealing as possible in order to attract customers. This may involve dusting props, rearranging display items, and/or replacing the products on display. A display should not be filled with informative signs and in some cases will not need any signs. A well-executed display will attract customers and not need to be pointed out to them. Displays should be changed after a reasonable length of time, not kept up as long as possible or customers will lose interest in them.
    SOURCE: PR:052
    SOURCE: Farese, L.S., Kimbrell, G., & Woloszyk, C.A. (2009). Marketing essentials (p. 393). Woodland Hills, CA: Glencoe/McGraw-Hill.

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  • 27. 

    Which of the following is a true statement about customers' buying decisions:

    • Only business customers use rational reasons for buying

    • Buying decisions are often a combination of emotional and rational reasons

    • Salespeople don't have the ability to influence buying decisions.

    • Customers make the buying decision within the first minute of the sales presentation.

    Correct Answer
    A. Buying decisions are often a combination of emotional and rational reasons
    Explanation
    Buying decisions are often a combination of emotional and rational reasons. Often, customers' buying decisions are based on both emotional and rational reasons. Individual customers as well as business customers rely on rational reasoning. Salespeople have a great ability to influence customers' buying decisions by recommending specific products. Customers don't necessarily make buying decisions within the first minute of a sales presentation.
    SOURCE: SE:114
    SOURCE: SE LAP 111—Get Specific (Recommend Specific Product)

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  • 28. 

    What can a cruise ship provide its customers to improve its service image and give itself a competitive advantage?

    • Personalized activity schedules

    • Room service

    • Standard products

    • Open-door policy

    Correct Answer
    A. Personalized activity schedules
    Explanation
    Personalized activity schedules. A competitive advantage is the edge that businesses achieve when they can offer something better than their competitors. A business that provides a service, or a better type of service, often has an advantage over competitors that do not provide the same service. Offering personalized activity schedules may persuade customers to buy from that cruise line. A business that does not have a competitive advantage if it offers room service or standard products that are provided by other, similar businesses. Open-door policy is a business practice whereby management encourages communication between employees and management by indicating that their doors are always open.
    SOURCE: DS:029
    SOURCE: Soloman, M.R., Marshall, G.W., & Stuart, E.W. (2008). Marketing: Real people, real choices (5th ed.) [p. 315]. Upper Saddle River, NJ: Pearson Prentice Hall.

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  • 29. 

    A person who locates workers for a business and monitors their work effort is performing which basic business activity?

    • Financial analysis

    • Human resources management

    • Marketing

    • Operations management

    Correct Answer
    A. Human resources management
    Explanation
    Human resources management. This activity involves planning, staffing, leading, and organizing. It includes locating employees, organizing work, and monitoring employees. Financial analysis is the process of planning, maintaining, monitoring, controlling, and reporting the use of financial resources. Marketing is a primary business activity that involves creating, communicating, and delivering value to customers and managing customer relationships in ways that benefit the organization and its stakeholders. Operations management is the process of planning, controlling, and monitoring the day-to-day activities required for continued business functioning.
    SOURCE: EC:071
    SOURCE: EC LAP 19—Strictly Business (Business Activities)

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  • 30. 

     By involving customers on a personal level and creating a feeling of ownership, business employees often are able to motivate customers to

    • Participate in a demonstration.

    • Decide to buy.

    • Handle a product.

    • Pay a higher price.

    Correct Answer
    A. Decide to buy.
    Explanation
    Decide to buy. There are several techniques that business employees can use to motivate customers to make the decision to buy. One of these involves appealing to customers on a personal level by creating a feeling of ownership for a product. When employees use this technique, they talk about the product in terms of the customer using the product by including words such as "you" and "your." Customers often feel a sense of ownership and are motivated to buy. Other ways to involve customers on a personal level to motivate them to buy is by having them participate in a demonstration or handle a product. Employees do not motivate customers to pay a higher price for a product.
    SOURCE: MK:015
    SOURCE: Farese, L.S., Kimbrell, G., & Woloszyk, C.A. (2006). Marketing essentials (p. 316). New York: Glencoe/McGraw-Hill.

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  • 31. 

    One part of a project often needs to be completed before another part can begin, which makes it important for a project manager to

    • Seek input

    • Track deadlines

    • Recruit staff

    • Develop options

    Correct Answer
    A. Track deadlines
    Explanation
    Track deadlines. Meeting deadlines is an important part of successfully completing a project. Project managers need to track deadlines because one part of a project often needs to be completed before another part can begin. For example, a location must be selected before an event can take place. If the deadlines are not met, the project cannot proceed. Project managers do not necessarily need to seek input, recruit staff, or develop options because one part of a project needs to be completed before another part can begin.
    SOURCE: OP:002
    SOURCE: QS LAP 18—Make It Happen

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  • 32. 

    When is the best time for a front-desk hotel employee to recommend hospitality services, such as dining and exercise facilities, to a hotel guest:

    • After posting charges

    • After posting credits

    • During check-in

    • During check-out

    Correct Answer
    A. During check-in
    Explanation
    During check-in. Hotel employees should inform guests of the hotel's services and amenities during the check-in process. Guests who are not aware that the hotel offers certain services will not use them, which can affect the guests' experience during their stay and can affect the hotel's sales. For example, a guest who does not realize that the hotel has an on-site restaurant will not dine there. As a result, the hotel's food and beverage division loses potential revenue. Advising guests about services during checkout is not beneficial to the guest or to the hotel. Posting is a term that describes adding or subtracting charges to a guest's bill.
    SOURCE: SE:221
    SOURCE: Vallen, G.K., & Vallen, J.J. (2005). Check-in: Check-out (7th ed.) [p. 292]. Upper Saddle River, NJ: Pearson Education.

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  • 33. 

    The Majestic Resort and Conference Center sent an online survey to former guests to obtain feedback about their satisfaction levels with the facility and its services. What type of information did the resort collect?

    • Secondary

    • Supportive

    • Preparatory

    • Primary

    Correct Answer
    A. Primary
    Explanation
    Primary. Primary information is information collected for the purpose at hand. Because the resort collected feedback for a specific purpose—to obtain its former guests' opinions about its facility and services—it is primary information. Secondary information is information that has already been collected for other purposes. There is not enough information provided to determine if the feedback was collected to support a theory or hypothesis or if the feedback was collected as a preliminary or preparatory step for a larger project.
    SOURCE: IM:422
    SOURCE: Kotler, P., Bowen, J.T., & Makens, J.C. (2010). Marketing for hospitality and tourism (5th ed.) [pp. 126-130]. Upper Saddle River, NJ: Prentice Hall.

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  • 34. 

    What is a benefit to a tour operator who makes business decisions of analyzing statistical information?

    • Lower outputs

    • Lower demand

    • Increased competition

    • Improved performance

    Correct Answer
    A. Improved performance
    Explanation
    Improved performance. Statistics are information presented in numerical form. Businesses analyze and interpret statistics to make various business decisions. By analyzing statistical information, a tour operator might determine ways in which to improve sales, productivity (higher outputs), or overall performance in order to compete more effectively in the marketplace. Lower demand, increased competition, and lower outputs do not benefit tour operators.
    SOURCE: NF:093
    SOURCE: Winthorp, A. (2007, September 21). Using statistics to measure business performance. Retrieved October 30, 2012, from http://ezinearticles.com/?Using-Statistics-To-Improve-And-Measure-Business-Performance&id=744164

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  • 35. 

    Housekeeping responsibilities in a business include making sure that the

    • Customer area is orderly.

    • Employees come to work on time.

    • Safety rules are obeyed.

    • Records are properly kept.

    Correct Answer
    A. Customer area is orderly.
    Explanation
    Customer area is orderly. Housekeeping duties include returning equipment/supplies to the correct location, wiping up dust, arranging stock, and keeping the cashier's area in good order. Making sure that records are properly kept and employees get to work on time or obey safety rules are supervisory responsibilities not related to housekeeping.
    SOURCE: OP:032
    SOURCE: Berman, B., & Evans, J.R. (2004). Retail management: A strategic approach (9th ed.) [pp. 318-319]. Upper Saddle River, NJ: Prentice Hall

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  • 36. 

    What is a good tip to follow when developing effective copy for mobile advertisements?

    • Keep it short

    • Make it vague

    • Use symbols

    • Include coupons

    Correct Answer
    A. Keep it short
    Explanation
    Keep it short. Because mobile advertisements are displayed on cell phones, it is important to keep the message short and direct. If the message is too long, the intended audience is likely to delete the ad without reading it. The use of symbols (e.g., an offer 4 u) in mobile ad copy depends on characteristics of the target audience. For example, tech-savvy 16- to 25-year-olds are more likely to understand the use of symbols than those who do not “text” or use technology on a regular basis. Coupons are a sales-promotion technique.
    SOURCE: PR:318
    SOURCE: Miller, A. (2010, July 12). AdWords mobile ad text best practices. Retrieved November 1, 2012, from http://calltrackingblog.com/2010/07/adwords-mobile-ad-text-best-practices/

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  • 37. 

    Employees who witness noninjury accidents should __________ them.

    • Ignore

    • Discuss

    • Treat

    • Report

    Correct Answer
    A. Report
    Explanation
    Report. Employees should report not only injurious accidents to their supervisors but also accidents that do not result in injuries. Employees must report non-injury accidents because the same accident may happen again, and the next time it may cause an injury. As a general safety precaution, hazardous conditions and hazardous acts should also be reported. Employees should not ignore non-injury accidents. Employees may discuss non-injury accidents after they report them. Employees do not treat non-injury accidents because no one was injured.
    SOURCE: OP:009
    SOURCE: Clark, B., Sobel, J., & Basteri, C.G. (2010). Marketing dynamics: Teacher's edition (2nd ed.) [pp. 407-410]. Tinley Park, IL: Goodheart-Willcox Company, Inc.

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  • 38. 

    What is the most important factor for a west-coast business to consider if it plans to use a supplier who is located in the same country on the east coast?

    • Delivery timeliness

    • Personnel policies

    • Exchange rates

    • Return on sales

    Correct Answer
    A. Delivery timeliness
    Explanation
    Delivery timeliness. When selecting a supplier, businesses must consider delivery timeliness. The business must ask if the supplier can deliver the goods when they are needed. In some situations, it may be better for a business to use a supplier who may be a little more expensive, but in closer physical proximity of the business, if that supplier can consistently meet delivery requirements. Personnel policies are guidelines for employees' behavior in the workplace. The exchange rate is the value of one nation's currency in relation to another nation's currency. Return on sales or target return is a profit-oriented pricing objective in which the business bases the amount of profit it wants to earn on the amount of its sales.
    SOURCE: OP:161
    SOURCE: Hayes, D.K. & Ninemeier, J.D. (2010). Purchasing: A guide for hospitality professionals (p. 91). Upper Saddle River, NJ: Pearson Education.

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  • 39. 

    Security considerations are important in the travel and tourism industry because tourists are often

    • Targets of crime

    • Looking for trouble

    • Prone to injury

    • Part of a group

    Correct Answer
    A. Targets of crime
    Explanation
    Targets of crime. Tourists are often easy to identify because of the way they dress and behave and because of the sites and attractions they visit. For example, tourists in certain parts of the world are easily recognized because they do not look like the local people, and they do not speak the language. Furthermore, the perception often is that tourists carry a lot of money and are not particularly careful. Also, tourists may not be aware of high-crime districts and accidentally walk into those areas. All of these factors set up tourists as targets of crime. As a result, the travel and tourism industry stresses security and tries to prepare tourists for possible problems. For example, tour operators may point out areas of cities that the group should avoid, or cruise ships might tell passengers to use only certain taxis in ports of call. Tourists are not looking for trouble, nor are they any more prone to injury than other people. Many tourists travel only with family members rather than as part of a group.
    SOURCE: OP:115
    SOURCE: Poma, E.L. (n.d.). Staying safe in port: A three-step program. Retrieved November 1, 2012, from http://www.cruisecritic.com/articles.cfm?id=148

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  • 40. 

    Most businesses today are looking for employees who have at least basic __________ skills.

    • Management

    • Accounting

    • Computer

    • Legal

    Correct Answer
    A. Computer
    Explanation
    Computer. Today, most businesses expect employees to have at least basic computer skills because many business functions and activities involve the use of computers. Businesses communicate with employees, customers, and vendors by e-mail. Many businesses have web sites and offer online ordering. As a result, most employees need to know how to use a computer even if only to send an e-mail or to access a competitor's web site. Accounting, management, and legal skills are more specialized. Therefore, most employees are not expected to have these skills.
    SOURCE: PD:025
    SOURCE: Bailey, L.J. (2007). Working (4th ed.) [pp. 268, 270]. Mason, OH: South-Western Cengage Learning

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  • 41. 

    When developing persuasive business letters, it is most important for the writers to think about the readers' 

    • Possible objections.

    • Personal images.

    • Decision-making styles.

    • Nonverbal cues.

    Correct Answer
    A. Possible objections.
    Explanation
    Possible objections. The purpose of a persuasive letter is to convey information that encourages the reader to take a specific course of action. For example, the purpose of a sales letter is to motivate a person to buy a particular product. An objection is a reason for not taking a specific course of action. When developing persuasive messages, it is important for the writers to think about the readers' possible objections and acknowledge them. By acknowledging the objections and providing a rationale that removes the objections, the writers better position themselves in persuading the readers to take specific actions. Because each reader has different personal images and decision-making styles, it is not feasible for the writer to consider these factors if the letter is going to a lot of people. The readers' nonverbal cues cannot be seen when writing persuasive messages.
    SOURCE: CO:031
    SOURCE: Hayden, K. (2012, March 12). Persuasive letter writing lesson. Retrieved October 30, 2012, from http://www.brighthubeducation.com/high-school-english-lessons/16333-persuasive-letter-writing-activity/

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  • 42. 

    In business, economic downturns and technological changes are likely to cause businesses to

    • Make changes of their own.

    • Hire unskilled workers.

    • Expand their operations.

    • Resist beneficial changes.

    Correct Answer
    A. Make changes of their own.
    Explanation
    Make changes of their own. Some outside changes create problems for businesses and make it necessary for them to make changes of their own. These may be changes in the organizational structure, work loads, or functions. Most successful businesses realize that change is a fact of life and that they should not resist changes that will benefit the company. Economic changes would only prompt the business to expand if the economic change is for the better. Technological changes would cause the business to hire more skilled workers with special training.
    SOURCE: EI:026
    SOURCE: QS LAP 15— Stuff Happens! (Adaptability)

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  • 43. 

    Which of the following is a possible consequence of having one's identity stolen: 

    • Need for new identity

    • Damage to credit history

    • Unemployment

    • Homelessness

    Correct Answer
    A. Damage to credit history
    Explanation
    Damage to credit history. If steps are not immediately taken to rectify any damages caused by identity theft, the victim of the theft could spend years trying to rebuild his/her credit and savings. If one's identity is stolen, s/he will not need to get a new identity. Unemployment and homelessness are not results of having one's identity stolen.
    SOURCE: FI:073
    SOURCE: Kapoor, J.R., Dlabay, L.R., & Hughes, R.J. (2009). Personal finance (9th ed.) [pp. 176-178, 182-184]. New York: McGraw-Hill Irwin.

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  • 44. 

    Which of the following is considered a "stepping stone" toward achieving a specific objective:

    • Subgoal

    • A want

    • Long-term goal

    • Unlimited resources

    Correct Answer
    A. Subgoal
    Explanation
    Subgoal. A subgoal is a lesser goal that must be achieved in order to reach the main goal. A want is a desire. A long-term goal is one that takes more than a year to achieve. Few, if any, people have unlimited resources but must use the resources available to them in order to achieve their goals.
    SOURCE: PD:018
    SOURCE: PD LAP 16—Go For the Goal (Goal Setting)

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  • 45. 

    What type of illustrations often are used to create a sense of realism in advertisements?

    • Sketches

    • Diagrams

    • Photographs

    • Trademarks

    Correct Answer
    A. Photographs
    Explanation
    Photographs. Illustrations are photographs, drawings, paintings, or graphics such as a chart, table, or graph. Photographs often are used to create a sense of realism in advertisements because photographs are pictures of actual people, things, and events. In some cases, a photograph showing people using a certain product in a specific way helps to sell the product because consumers can associate with the real situation. Diagrams, sketches, and trademarks are not types of illustrations that are used to create a sense of realism in advertisements.
    SOURCE: PR:322
    SOURCE: Farese, L.S., Kimbrell, G., & Woloszyk, C.A. (2006). Marketing essentials (p. 427). New York: Glencoe/McGraw-Hill.

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  • 46. 

    Over the years, the Mayberry Theme Park has worked to develop its image as a safe place for kids. So, which of the following community issues should you propose to an amusement park's public relations director:

    • An evening for fifth graders while their parents shop at the mall

    • A block party for the surrounding neighborhood that will be held after the park closes at midnight

    • A workshop to teach English to the community's non-English speaking new residents

    • A wine-tasting event whose funds will support the local community college

    Correct Answer
    A. An evening for fifth graders while their parents shop at the mall
    Explanation
    An evening for fifth graders while their parents shop at the mall. This topic ties into the image of the park being a safe place for kids. It will appeal to both fifth graders who ask to go to the theme park as well as to their parents who pay for the theme-park visits. A midnight block party would be too late for children to participate. An ESL workshop and wine-tasting do not relate to the park's image of a safe place for kids.
    SOURCE: PR:347
    SOURCE: Smith, E. (1999-2012). Outreach project ideas. Retrieved November 1, 2012 from http://www.ehow.com/list_6703172_outreach-project-ideas.html

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  • 47. 

    One of the disadvantages to marketers of using streaming video e-mail is that it requires the recipient to have a(n)

    • Complicated operating system

    • Sophisticated computer keyboard

    • High-speed Internet connection.

    • Cloud computing.

    Correct Answer
    A. High-speed Internet connection.
    Explanation
    High-speed Internet connection. Streaming media are sound, video, or animations that play in real time. E-mail is capable of delivering streaming media such as videos when the recipient opens the message or clicks on a "play" button. For streaming video to work properly, the recipient needs a high-speed Internet connection. Streaming media do not require the recipient to have cloud-computing capabilities, a sophisticated computer keyboard, or a complicated operating system.
    SOURCE: PR:165
    SOURCE: Chruscinski, D. (n.d.). Requirements for streaming live videos. Retrieved November 1, 2012, from http://www.ehow.com/facts_5025636_requirements-streaming-live-videos.html

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  • 48. 

    The type styles used in advertisements often are selected because they are

    • Condensed

    • Distinctive

    • Lowercase

    • Italicized

    Correct Answer
    A. Distinctive
    Explanation
    Distinctive. Certain type styles are more distinctive and unusual than others. In many cases, the type styles used in advertisements are selected because they stand out and are distinctive. The intent is to attract the readers' attention and encourage them to continue reading. Often, distinctive type styles are used in headlines to set one advertisement apart from all of the others. Most type styles are available in both a condensed and an italicized form. All type styles include lowercase letters. However, the style is used because it is distinctive.
    SOURCE: PR:326
    SOURCE: Farese, L.S., Kimbrell, G., & Woloszyk, C.A. (2006). Marketing essentials (pp. 431-433). New York: Glencoe/McGraw-Hill.

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  • 49. 

    Jake wanted to run his own business but was unsure that he had adequate business skills to be successful. Which type of business would give Jake the help he needs?

    • Business-format franchise

    • Sole proprietorship

    • Private corporation

    • Product trade-name franchise

    Correct Answer
    A. Business-format franchise
    Explanation
    Business-format franchise. A business-format franchise is a franchise agreement in which the franchisee must operate under the trade name of the parent company that provides continuous assistance in setting up and operating the business. This kind of business arrangement would give Jake more assistance than any of the other alternatives. A sole proprietorship is a form of business ownership in which the business is owned by one person who takes all of the risk and responsibility. A private corporation is a type of corporation owned by a few people that does not offer its shares for sale to the public. A product trade-name franchise is based on an independent sales relationship between a franchisor and a franchisee to stock and sell a specific line of goods.
    SOURCE: BL:003
    SOURCE: BL LAP 1—Own It Your Way (Business Ownership)

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