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Hospitality And Tourism

Instructions:

Answer 50 questions in 15 minutes.
If you are not ready to take this test, you can study here.
Match each statement with the correct term.
Don't refresh. All questions and answers are randomly picked and ordered every time you load a test.

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. One of the barriers to assertiveness for some people is that they
Purchasing.
Modify existing photographs.
Marriott provides a home page on the Web and offers online booking for locations worldwide.
Believe they have no control over their behavior.

2. Before returning an advertising proof to the newspaper - the advertiser should
Travel Planning - the agent acts as a middle man.
Check for and mark all errors in the ad.
Ask clarifying questions often.
Shows the parts of a business transaction.

3. Katie is opening a new bed and breakfast and might benefit from joining a hospitality trade association because she can
Silent customers.
Network with others who have expertise in the industry.
Travel Planning - the agent acts as a middle man.
To simplify complex information.

4. When developing persuasive business letters it is important for the writer to think about the reader's...?
Possible objections.
Internal. This is information you obtain by constantly monitoring your own actions.
Prepare a report.
Believe they have no control over their behavior.

5. An e-mail consisting of words on a screen that one hotel employee sends to a coworker is an example of
Using a News Release.
Guide the actions of others.
Noninteractive content
Trade journals. These publications - also known as trade papers - enable businesses to keep abreast of current trends in the field.

6. Which of the following statements regarding using the Internet to administer questionnaires is true...
Downward - Upward and lateral. Communication is often employees to management (upward) - management to employees (downward). Lateral is communication at the same level.
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
Respondents are more likely to misunderstand online questionnaires.
Prepare a report.

7. When Mal got a new job - he made sure he knew how to use the cash register - became familiar with all the products and prices and kept his work organized. In what way did he demostrate customer service mindset?
Purchasing.
Being efficient.
Package.
Internal records.

8. Which of the following pieces of marketing information would be most useful to hotel staff wanting to personalize a repeat guest's stay at the hotel
Noninteractive content
Travel Planning - the agent acts as a middle man.
Room accommodations that the guest has selected in the past.
Flexible work schedules.

9. While an adventure tour guide is leading a white-water rafting group - a group member falls and breaks an ankle. What are the primary provisions the guide needs to help the injured group member?
Medical kit and cellular phone.
Accomodate
Retaining.
Purchasing.

10. Which of the following is an example of helpful - printed information that businesses often give new employees during orientation...
Accomodate
Fear the unknown.
Company handbook.
Money.

11. The statement - 'For a brochure that tells the whole story of Ebony Resorts - call your local travel agent or 1-800-555-5555 -' at the end of an advertisement is an example of a...
Silent customers.
Marginal revenue. Marginal revenue is the change in revenue generated by the sale of one additional item.
Hidden costs.
Close.

12. The development of goods and services that best satisfy consumer needs and wants is a major goal of
Noninteractive content
Variable. Travel and tourism marketing involves the marketing of services to customers who participate in producing and experiencing the services
Product/service management.
Something was sent with the letter.

13. When a business keeps a risk because management is unaware of it - the business is _______ the risk.
Package.
Hospitality
Follow the instructions on the computer terminal screen.
Retaining.

14. The friendly reception and treatment of guests
Hospitality
Marginal revenue. Marginal revenue is the change in revenue generated by the sale of one additional item.
Friends.
Purchasing.

15. Research data displayed in charts - tables - and maps are an example of
Be a team player.
Graphic presentation. Businesses often include research data in reports in order to communicate the information to others.
Color Harmonies
Promotion.

16. When customers buy the exact amount of goods that producers are selling at a specific price - the ____price exists.
Follow the instructions on the computer terminal screen.
Equilibrium. Also called market clearing price.
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.

17. What is a technique that can be used to provide a positive attitude over the phone?

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18. What is a business calculating when it determines how much it earns from the sale of one additional item?
Retaining.
Marginal revenue. Marginal revenue is the change in revenue generated by the sale of one additional item.
Baby Sitting.
Downward - Upward and lateral. Communication is often employees to management (upward) - management to employees (downward). Lateral is communication at the same level.

19. 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
Initiative.
Yes - he should already have sent a follow-up letter.
Fear the unknown.
Making a profit.

20. Maintaining comprehensive records about its customers' purchasing habits helps a company to
Medical kit and cellular phone.
Initiative.
Plan future business activities.
Database.

21. Which of the following is a factor that may have an effect on the prices of hospitality and tourism products...
Specific. Goals should be as specific as possible - not stated in general terms.
Database.
Hidden costs.
Suggestion.

22. Asking customers to sign a guest book during a restaurant's grand opening provides an opportunity to
Create a mailing list.
To increase profit.
Supporting Documents.
Motel.

23. To prevent point-of-sale fraud - businesses usually use
Baby Sitting.
Specific credit-card procedures.
Borrow funds.
Remain competitive.

24. What do managers often do after a project has been successfully completed?
Marriott provides a home page on the Web and offers online booking for locations worldwide.
Fear the unknown.
Prepare a report.
An airline flying customers to their destination.

25. 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?
Medical kit and cellular phone.
Color Harmonies
Increased production.
Database.

26. When you know your group's purpose what should you do next in a discussion?
Written reports.
Jurisdiction. Some courts do specific types of disputes etc.
To simplify complex information.
Agree on ground rules for behavior.

27. One reason that hotels create guest history records is to provide information for use by the hotel's __________ staff
Being efficient.
Marketing.
To increase profit.
To simplify complex information.

28. A food server Who has mixed up an order and brought the wrong menu items is an example of ______ contributing to customer complaints.
Employee.
Economic
It allows you to have a year-long budget in place at all times.
To affect a mood.

29. Companies obtain internal information about their various business activities to operate effectively by monitoring
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.
Antirobbery systems.
Product/service management.
Internal records.

30. To develop effective political relationships within an organization - it is important for an individual to
Be a team player.
Borrow funds.
Shows the parts of a business transaction.
Respondents are more likely to misunderstand online questionnaires.

31. Mal just received a letter telling him that someone else had been hired for a job for which Mal had been interviewed. Since Mal didn't get the job - does he need to write an interview follow-up letter to the company
Borrow funds.
Specific. Goals should be as specific as possible - not stated in general terms.
Increase sales. Credit encourages customers to buy more freely - which helps the business extending credit to increase its sales.
Yes - he should already have sent a follow-up letter.

32. Which of the following is a purpose of using color in advertising...
Remain competitive.
To affect a mood.
Package.
The business's image.

33. 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
Asking for clarification.
Bid process.
Close.
Board game.

34. In what situation would vertical conflict in a channel of distribution?

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35. It is usually most effective for goals to be phrased in __________ terms.
Prepare a report.
Modify existing photographs.
Specific. Goals should be as specific as possible - not stated in general terms.
Hidden costs.

36. Income from sales - cost of goods sold - gross profit on sales - operating expenses - and net profit or loss are all part of a(n
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.
Flexible work schedules.
Approach.
Downward - Upward and lateral. Communication is often employees to management (upward) - management to employees (downward). Lateral is communication at the same level.

37. What do companies try to accomplish when extending credit to customers?
Economic
Increase sales. Credit encourages customers to buy more freely - which helps the business extending credit to increase its sales.
Cheating.
Fear the unknown.

38. What is a guideline employees should follow to be good listeners?
Prepare a report.
Create a mailing list.
Ask clarifying questions often.
Promotion.

39. An important aspect of typography in advertising involves the effective use of
Type
Downward - Upward and lateral. Communication is often employees to management (upward) - management to employees (downward). Lateral is communication at the same level.
Using a News Release.
Plan future business activities.

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

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41. Which of the following would not be part of the responsibilities of a hotel's maintenance department...
Specific credit-card procedures.
Flexible work schedules.
Selling goods.
Close.

42. A travel agent who prepares a factual announcement and asks the media to present it free of charge to the public is...
Using a News Release.
Employee.
Specific credit-card procedures.
An airline flying customers to their destination.

43. To give others something they need or want
Be a team player.
Accomodate
Hospitality
Supporting Documents.

44. 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
Cheating.
Database.
Initiative.
It is legal to overbook a flight.

45. Why do business managers often prepare and use presentation software to support reports?
Suggestion.
Initiative.
Color Harmonies
To simplify complex information.

46. What is the core product that cruise lines provide passengers?
Increase sales. Credit encourages customers to buy more freely - which helps the business extending credit to increase its sales.
Trade journals. These publications - also known as trade papers - enable businesses to keep abreast of current trends in the field.
To increase profit.
Transportation. In the hospitality and tourism industry - the core product is the primary service that is provided.

47. Feedback that you receive from self-evaluation is called __________ feedback.
Internal. This is information you obtain by constantly monitoring your own actions.
Hire employees.
Asking for clarification.
Employee.

48. Certain types of drawing media make it possible to
Antirobbery systems.
Yes - he should already have sent a follow-up letter.
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.
Modify existing photographs.

49. What does the airline have the right to do when booking?
The business's image.
It is legal to overbook a flight.
Modify existing photographs.
Making a profit.

50. Servers who can easily sell patrons additional food or beverage items they had not originally planned to buy are using __________ selling.
Meeting deadlines.
Suggestion.
Making a profit.
Friends.