Section 2.2—quiz: Superior Service
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This test is designed to assess how good your knowledge on superior service is. The quiz is set out to gauge your familiarity and to find out how much you know on the subject. All the best as you learn.
- 1.What is a SWOT analysis?
- A.
It is an analysis of a company’s internal and external environments, looking for strengths, weaknesses, opportunities, and threats.
- B.
A SWOT analysis helps a manufacturing company determine whether it has the capacity to successfully provide parts to an assembly line or other assembly area “just in time.”
- C.
It is an analysis of a service company’s ability to provide excellent service during “moments of truth”; as such, it focuses on intangibles.
- D.
A SWOT analysis looks at a company’s ability to meet its financial obligations; it usually takes place at the beginning of each fiscal year.
- 2.Strategic planning is important because it:
- A.
Encourages a company to perform a YEGA analysis.
- B.
Lays out a service company’s “moments of truth” for the coming year.
- C.
Outlines where the business is going and how it intends to get there.
- D.
B and c.
- 3.Which of the following is not a fundamental issue that companies must address before implementing strategies?
- A.
Strategic management
- B.
Leadership
- C.
Organizational structure
- D.
Corporate culture
- 4.Which of the following gives the correct order for the strategic planning process?
- A.
The steps can be performed operation.
- B.
Form strategies; perform a evaluate results
- C.
Perform a SWOT analysis; evaluate results
- D.
Form strategies; implement evaluate results
- 5.Which of the following is a moment of truth?
- A.
The room attendant stocks her cart with enough towels to last until her lunch break.
- B.
A door attendant greets an
- C.
The front office auditor verifies
- D.
All of the above.
- 6.A company’s statement about their general business objective.
- A.
Mission statement
- B.
SWOT analysis
- C.
Moment of truth
- D.
5 P’s of marketing
- 7.The first step in the strategic planning process. It analyzes the internal and external environment in which the business operates.
- A.
Mission statement
- B.
SWOT analysis
- C.
Moment of truth
- D.
5 P’s of marketing
- 8._____________ occurs whenever a hospitality provider and guests interact. It refers to the defining moment when guests actually experience hospitality services.
- A.
Mission statement
- B.
SWOT analysis
- C.
Moment of truth
- D.
5 P’s of marketing
- 9.What are three fundamental issues companies must address before they can implement strategies?
- A.
Corporate culture, leadership, organizational structure
- B.
Leadership, organizational structure, corporate culture
- C.
Organizational structure, leadership, corporate culture
- D.
Leadership, corporate culture, organizational structure
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