Strategy For Upselling Quiz Questions

1. Establishing and maintaining eye contact is considered rude with most American guests.

True

False

Establishing and maintaining eye contact is not considered rude with most American guests. In fact, it is generally seen as a sign of attentiveness, respect, and engagement in American culture. Eye contact is often encouraged during conversations as it shows active listening and interest in the person speaking.

Explanation

Establishing and maintaining eye contact is not considered rude with most American guests. In fact, it is generally seen as a sign of attentiveness, respect, and engagement in American culture. Eye contact is often encouraged during conversations as it shows active listening and interest in the person speaking.

2. Gilbert is working the third shift at the hotel on a night when all of the rooms are sold out. A woman named Isis Warren arrives and says she has a reservation. Gilbert is unable to find it on the computer. Which of the following steps might he take?

Tell Isis that there are no rooms available and she must have made a reservation with a different hotel.

Give Isis the room of another reserved guest who hasn’t arrived yet.

Check to see whether the reservation was filed under “Warren Isis” instead of “Isis Warren.”

Shield the computer screen from Isis so that she can’t see that there is a problem.

Gilbert should check to see whether the reservation was filed under "Warren Isis" instead of "Isis Warren." This step is necessary because there may have been a mistake in how the name was entered into the computer system. By checking for a possible variation in the name, Gilbert can ensure that he hasn't overlooked the reservation and can provide the correct information to the guest.

Explanation

Gilbert should check to see whether the reservation was filed under "Warren Isis" instead of "Isis Warren." This step is necessary because there may have been a mistake in how the name was entered into the computer system. By checking for a possible variation in the name, Gilbert can ensure that he hasn't overlooked the reservation and can provide the correct information to the guest.

3. Upselling should be done only with walk-in guests; if a guest has a reservation then he or she has already determined the type of room and rate that is desired.

True

False

This statement is false because upselling can be done with both walk-in guests and guests with reservations. While guests with reservations may have already determined the type of room and rate they desire, they can still be offered upgrades or additional amenities that may enhance their stay. Upselling is a common practice in the hospitality industry to maximize revenue and provide a better experience for guests.

Explanation

This statement is false because upselling can be done with both walk-in guests and guests with reservations. While guests with reservations may have already determined the type of room and rate they desire, they can still be offered upgrades or additional amenities that may enhance their stay. Upselling is a common practice in the hospitality industry to maximize revenue and provide a better experience for guests.

4. Upselling is one way of pressuring the guest into renting a room with a higher rate.

True

False

Upselling is a sales technique where a seller encourages a customer to purchase a more expensive or upgraded version of a product or service. It is not a form of pressuring the guest, but rather a way to offer them additional benefits or features that may enhance their experience. Therefore, the correct answer is false.

Explanation

Upselling is a sales technique where a seller encourages a customer to purchase a more expensive or upgraded version of a product or service. It is not a form of pressuring the guest, but rather a way to offer them additional benefits or features that may enhance their experience. Therefore, the correct answer is false.

5. Which of the following is not a legal reason for refusing to receive a guest?

The person arrives after midnight and before 5 A.M.

The person is suffering from a contagious disease.

The person is bringing explosives to a trade show.

The person is drunk and being rowdy.

The person arrives after midnight and before 5 A.M. is not a legal reason for refusing to receive a guest because there are no legal restrictions on the time of arrival for a guest. As long as the person has a valid reservation and is not violating any other rules or regulations, they cannot be refused entry based solely on the time of their arrival.

Explanation

The person arrives after midnight and before 5 A.M. is not a legal reason for refusing to receive a guest because there are no legal restrictions on the time of arrival for a guest. As long as the person has a valid reservation and is not violating any other rules or regulations, they cannot be refused entry based solely on the time of their arrival.

6. When it appears that the hotel might have to walk a guest who has a guaranteed reservation, all of the following are appropriate actions for a front office manager to take except:

Compare the room rack, housekeeper’s report, and guest folios for any discrepancy in occupancy status.

Telephone due-outs and inform them that they may be evicted if they do not depart voluntarily.

Personally check the current status of rooms listed as out-of-order.

The front office manager should not telephone due-outs and inform them that they may be evicted if they do not depart voluntarily. This action is inappropriate because it may create unnecessary conflict and tension with guests who have not yet checked out. The other actions mentioned are all appropriate for a front office manager to take when faced with the possibility of having to walk a guest with a guaranteed reservation. They involve checking the occupancy status, ensuring the availability of rooms, and making necessary arrangements to honor pre-blocked rooms.

Explanation

The front office manager should not telephone due-outs and inform them that they may be evicted if they do not depart voluntarily. This action is inappropriate because it may create unnecessary conflict and tension with guests who have not yet checked out. The other actions mentioned are all appropriate for a front office manager to take when faced with the possibility of having to walk a guest with a guaranteed reservation. They involve checking the occupancy status, ensuring the availability of rooms, and making necessary arrangements to honor pre-blocked rooms.

7. Which of the following is a recommended strategy for upselling rooms to walk-in guests?

Offer a less expensive room only if the guest rejects a more expensive room.

Give the guest a range of room rates, and describe the rooms that fit the guest’s stated rate preference.

State the features and benefits of each category of room, and mention the rate only if the guest asks.

Describe the features and benefits of each available room category first, then mention its rate.

The recommended strategy for upselling rooms to walk-in guests is to describe the features and benefits of each available room category first, then mention its rate. This approach allows the guest to understand the value and advantages of each room category before considering the price. By highlighting the features and benefits, the guest may be more inclined to choose a higher-priced room option that better suits their needs and preferences.

Explanation

The recommended strategy for upselling rooms to walk-in guests is to describe the features and benefits of each available room category first, then mention its rate. This approach allows the guest to understand the value and advantages of each room category before considering the price. By highlighting the features and benefits, the guest may be more inclined to choose a higher-priced room option that better suits their needs and preferences.

8. A front desk agent can find clues about what the guest is looking for on the guest folio.

True

False

The statement is false because a guest folio contains information about the guest's stay, such as their room number, check-in and check-out dates, and any charges incurred. It does not provide clues about what the guest is specifically looking for or their preferences. The front desk agent would need to communicate directly with the guest to understand their needs and provide appropriate assistance.

Explanation

The statement is false because a guest folio contains information about the guest's stay, such as their room number, check-in and check-out dates, and any charges incurred. It does not provide clues about what the guest is specifically looking for or their preferences. The front desk agent would need to communicate directly with the guest to understand their needs and provide appropriate assistance.