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Hospitality And Tourism

Instructions:

Answer 50 questions in 15 minutes.
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Match each statement with the correct term.
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This is a study tool. The 3 wrong answers for each question are randomly chosen from answers to other questions. So, you might find at times the answers obvious, but you will see it re-enforces your understanding as you take the test each time.

1. Servers who can easily sell patrons additional food or beverage items they had not originally planned to buy are using __________ selling.
Initiative.
Suggestion.
Competing.
Follow the instructions on the computer terminal screen.

2. What is the most efficient way to follow procedures for processing complimentary offers - coupons - and discounts at an amusement park?
Follow the instructions on the computer terminal screen.
Work.
Asking for clarification.
Written reports.

3. Your supervisor has given you a job to do which must be completed before you leave for the day. Another employee has finished her assignment and offers to help you. This person is demonstrating
Hospitality
Initiative.
Retaining.
Internal records.

4. When Jane filled out her expense account - she included the cost of a breakfast that was actually free with her hotel room. Jane's action is a form of
Balance sheet. A balance sheet is a financial statement that captures the financial condition of the business at that particular moment.
Cheating.
Travel Planning - the agent acts as a middle man.
It is legal to overbook a flight.

5. Finance is the business function that involves managing
Being efficient.
Money.
Economic
Believe they have no control over their behavior.

6. Which of the following is a purpose of using color in advertising...
To affect a mood.
Suggestion.
Silent customers.
Jurisdiction. Some courts do specific types of disputes etc.

7. Hospitality and tourism businesses maintain accurate records of their income and expenses in order to comply with the government's
Tax laws. Hospitality and tourism businesses keep records about their income - expenses - and equipment depreciation because they are required by law to file tax returns.
Time.
Being efficient.
Variable. Travel and tourism marketing involves the marketing of services to customers who participate in producing and experiencing the services

8. What does an enclosure notation in a business letter signify?
Tax laws. Hospitality and tourism businesses keep records about their income - expenses - and equipment depreciation because they are required by law to file tax returns.
Time.
Something was sent with the letter.
Color Harmonies

9. Feedback that you receive from self-evaluation is called __________ feedback.
Income statement. An income statement is a financial summary that shows how much money the business has made or lost. It is also called a profit-and-loss statement.
The business's image.
Promotion.
Internal. This is information you obtain by constantly monitoring your own actions.

10. To develop effective political relationships within an organization - it is important for an individual to
Internal. This is information you obtain by constantly monitoring your own actions.
Be a team player.
An airline flying customers to their destination.
Travel Planning - the agent acts as a middle man.

11. Katie is opening a new bed and breakfast and might benefit from joining a hospitality trade association because she can
Network with others who have expertise in the industry.
Motel.
Product extensions. A product extension is a good or service added to an existing product line or product category.
Increased production.

12. What does the airline have the right to do when booking?
It is legal to overbook a flight.
Internal records.
Bid process.
Asking for clarification.

13. One reason that hotels create guest history records is to provide information for use by the hotel's __________ staff
Close.
Modify existing photographs.
Shows the parts of a business transaction.
Marketing.

14. What is a type of material often included as attachment to the appendix of short reports?
Supporting Documents.
Marriott provides a home page on the Web and offers online booking for locations worldwide.
Create a mailing list.
Economic

15. What is a guideline employees should follow to be good listeners?
Product/service management.
Suggestion.
Be a team player.
Ask clarifying questions often.

16. What is the core product that cruise lines provide passengers?
Database.
Employee.
Possible objections.
Transportation. In the hospitality and tourism industry - the core product is the primary service that is provided.

17. One reason why it is important for hospitality and tourism businesses to identify and respond to current business trends is to
Supporting Documents.
Remain competitive.
Using a News Release.
An open also know as public corporation where investors can buy stock.

18. A large company that owns a chain of economy hotels recently developed plans to start a chain of upscale hotels. This is an example of
Maintaining.
Friends.
Room accommodations that the guest has selected in the past.
Product extensions. A product extension is a good or service added to an existing product line or product category.

19. Businesses that ask several vendors to submit prices before making a purchasing decision are managing the
Bid process.
Type
To simplify complex information.
Being efficient.

20. Which of the following steps in the selling process would salespersons take first...
Many levels of menu items that rise to a narrow point.
Jurisdiction. Some courts do specific types of disputes etc.
Approach.
Medical kit and cellular phone.

21. While conducting an environmental scan - a convention bureau obtained information revealing that consumer confidence was gaining strength in the nation. This is an example of a(n) __________ factor.
Increase sales. Credit encourages customers to buy more freely - which helps the business extending credit to increase its sales.
Economic
Marketing.
It is legal to overbook a flight.

22. A hotel wants to purchase computer software that would store - manage - and retrieve customer information in order to better serve customer needs and increase sales. What type of software should the hotel buy?
Database.
Employee.
Economic
Downward - Upward and lateral. Communication is often employees to management (upward) - management to employees (downward). Lateral is communication at the same level.

23. River Tam is a high school senior who wants to go on her senior trip and have a new outfit for graduation. Unfortunately River Tam is unable to afford both. Which of the following categories of wants is displayed by River Tam...
Competing.
Database.
Hire employees.
Something was sent with the letter.

24. Which of the following statements regarding using the Internet to administer questionnaires is true...
Specific credit-card procedures.
Be a team player.
Balance sheet. A balance sheet is a financial statement that captures the financial condition of the business at that particular moment.
Respondents are more likely to misunderstand online questionnaires.

25. What is not a barrier to effective verbal communication?
Asking for clarification.
To increase profit.
Hospitality
Believe they have no control over their behavior.

26. Managers who make a return on the business investment are
Downward - Upward and lateral. Communication is often employees to management (upward) - management to employees (downward). Lateral is communication at the same level.
Noninteractive content
Possible objections.
Making a profit.

27. Business accounting information often is summarized In which of the following types of financial statements...
Selling goods.
Balance sheet. A balance sheet is a financial statement that captures the financial condition of the business at that particular moment.
Employee.
Baby Sitting.

28. Jayne earns extra money by giving riding lessons to elementary-school students at a summer camp. Today - one of his young students nearly falls off the horse and starts crying. Jayne isn't sure how to calm the student's nerves. This is an example of
When the manufacturer sells it's products on website. Vertical conflict in a channel of distribution occurs when there is disagreement between different levels of members in the same channel
Specific. Goals should be as specific as possible - not stated in general terms.
Friends.
Work.

29. What is an advantage of specialization of labor?
It allows you to have a year-long budget in place at all times.
Using a large visual.
Increased production.
Employee.

30. representative from a local distributor shows you calendars featuring photos of the most scenic locations within the community - a board game developed by the local chamber of commerce - a Fourth of July banner - and a holiday ornament designed by se
Board game.
Flexible work schedules.
Marketing.
To increase profit.

31. Which of the following examples best illustrates the concept of promotion in the hospitality and tourism industry...
Board game.
Flexible work schedules.
Marriott provides a home page on the Web and offers online booking for locations worldwide.
Hospitality

32. Research data displayed in charts - tables - and maps are an example of
Promotion.
Increase sales. Credit encourages customers to buy more freely - which helps the business extending credit to increase its sales.
Graphic presentation. Businesses often include research data in reports in order to communicate the information to others.
Meeting deadlines.

33. One of the most effective methods of locating job leads is asking for tips from...
Asking for clarification.
Variable. Travel and tourism marketing involves the marketing of services to customers who participate in producing and experiencing the services
Possible objections.
Friends.

34. Products that are available when they are needed have a ____ utility.
Economic
It is legal to overbook a flight.
Network with others who have expertise in the industry.
Time.

35. It is usually most effective for goals to be phrased in __________ terms.
Hire employees.
Specific. Goals should be as specific as possible - not stated in general terms.
Product extensions. A product extension is a good or service added to an existing product line or product category.
Antirobbery systems.

36. Indirect cmpetition occurs only between businesses that_______?
Maintaining.
Something was sent with the letter.
Offer dissimilar products.
Work.

37. Income from sales - cost of goods sold - gross profit on sales - operating expenses - and net profit or loss are all part of a(n
Possible objections.
Downward - Upward and lateral. Communication is often employees to management (upward) - management to employees (downward). Lateral is communication at the same level.
Income statement. An income statement is a financial summary that shows how much money the business has made or lost. It is also called a profit-and-loss statement.
Internal. This is information you obtain by constantly monitoring your own actions.

38. One of the barriers to assertiveness for some people is that they
Variable. Travel and tourism marketing involves the marketing of services to customers who participate in producing and experiencing the services
Believe they have no control over their behavior.
An airline flying customers to their destination.
Network with others who have expertise in the industry.

39. What is a business calculating when it determines how much it earns from the sale of one additional item?
Type
Marginal revenue. Marginal revenue is the change in revenue generated by the sale of one additional item.
Graphic presentation. Businesses often include research data in reports in order to communicate the information to others.
Check for and mark all errors in the ad.

40. When developing persuasive business letters it is important for the writer to think about the reader's...?
Possible objections.
Economic
Trade journals. These publications - also known as trade papers - enable businesses to keep abreast of current trends in the field.
An open also know as public corporation where investors can buy stock.

41. Which of the following often is an important part of creating effective advertising layouts...
Using a large visual.
Income statement. An income statement is a financial summary that shows how much money the business has made or lost. It is also called a profit-and-loss statement.
Product extensions. A product extension is a good or service added to an existing product line or product category.
Agree on ground rules for behavior.

42. Which of the following is a true statement about accident prevention...
Cheating.
Hire employees.
Using a News Release.
Employees can reduce their risk for accidents by practicing good health habits.

43. Asking customers to sign a guest book during a restaurant's grand opening provides an opportunity to
Create a mailing list.
Retaining.
The dependability of the supplier
Employee.

44. When a business keeps a risk because management is unaware of it - the business is _______ the risk.
Guide the actions of others.
Retaining.
Approach.
Initiative.

45. A hotel's employees are usually expected to dress in a manner which reflects

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46. A hotel purchases theater tickets for upcoming plays - arranges discounts at local restaurants - and advertises that - for one price - a guest can stay at the hotel - receive two tickets to a play - and a discount on meals. This special promotion is
Hidden costs.
Noninteractive content
Package.
Increased production.

47. What service would be distributed by producer to agent to consumer?
Antirobbery systems.
Employee.
Yes - he should already have sent a follow-up letter.
Travel Planning - the agent acts as a middle man.

48. A food server Who has mixed up an order and brought the wrong menu items is an example of ______ contributing to customer complaints.
Plan future business activities.
It is legal to overbook a flight.
Employee.
Network with others who have expertise in the industry.

49. What do businesses often need to do to continue operating when they experience negative cash flow?
Borrow funds.
An open also know as public corporation where investors can buy stock.
Check for and mark all errors in the ad.
Trade journals. These publications - also known as trade papers - enable businesses to keep abreast of current trends in the field.

50. What kind of corporation sells a lot of shares and must reveal complete information about it's financial situation?
Increased production.
It is legal to overbook a flight.
Plan future business activities.
An open also know as public corporation where investors can buy stock.

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Hospitality And Tourism

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