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1. Trent lives in a state that prohibits texting while driving. He doesn't text while driving because he knows it is against the law, but he is constantly changing his music and looking at the map on his phone while he drives. Trent is most likely to be following the __________ law against texting while driving but not the __________ law.
C. letter of the; spirit of the **
2. The relationship between a creditor and a debtor is usually based on the debtor's
D. ability to pay. **
3. Which of the following types of regulations is most likely to affect a hotel chain's profits:
D. Increased taxes on gasoline purchases **
4. Your coworker is running his first meeting, and you know he is nervous. How can you encourage him as he is speaking?
A. Show interest by nodding and smiling. **
5. Which of the following is a correct interpretation of a common nonverbal cue:
A. Fidgeting can signal nervousness or impatience. **
6. Elizabeth is giving a speech about Abraham Lincoln. She starts with his early political life, moves on to his time as president, and then ends with his death. What common organizational pattern is she using for her speech?
Chronological
7. Luke is writing a complex report that will be submitted to the company's board of directors. He has collected relevant information that he would like to provide to the audience--information that is not necessary to include in the body of the report. In what section of the report should Luke include this supplemental information?
Appendix
8. Which of the following is appropriate behavior when writing and sending a professional email:
D. Proofreading your email before sending it **
9. Which of the following pieces of information would be most appropriate for posting on LinkedIn or another professional social networking site:
C. An award you received at work **
10. In which of the following situations is it best to communicate by holding a face-to-face meeting:
A. A manager conducts an employee's annual performance review. **
11. Which of the following is a true statement regarding customer complaints:
B. Customer complaints can benefit employees and businesses. **
12. Why should hotels train their staff on using guest recovery solutions?
A. To empower staff members to resolve customer service complaints **
13. Which of the following is an example of a during-the-sale touchpoint:
B. The physical aspects of the business **
14. Riley loves talking to people, so she always goes out of her way to ask customers for feedback and gets to know them personally. This is an example of how
D. an employee's personality impacts customer service practices. **
15. Which of the following is a way to anticipate customer needs without asking:
B. Get to know customers. **
16. Which of the following is an example of a positive moment of truth in customer service:
D. Showing concern for customers' lengthy wait **
17. Lucia's Bistro is struggling to keep up with the dinner rush. The managers decide to offer half-off appetizers from 3-5 p.m. as a way to
D. manage customer experience during peaks in demand. **
18. If a good or service is scarce, consumers will usually be
D. willing to pay money to get it. **
19. A car dealership purchases new cars from a Ford factory and then sells them to consumers. What type of business model is this?
Distributor
20. Which of the following is a true statement about innovative management:
D. It is more participative than traditional management. **
* 21. Which of the following is a true statement regarding an employer's tax obligations:
B. Employers pay a matching amount of employees' Social Security and Medicare taxes. **
22. Manager-trainees at a local quick-serve restaurant spend two weeks working at each work station--the grill, the cash register, and the drive-thru. This is an example of job
rotation
23. When doing business in another country, which of the following strategies should you use to ensure that you do not offend anyone:
D. Be well-organized and prepared. **
* 24. Small businesses have a positive effect on the local community because they
A. pay taxes. **
25. Janel shuts off her phone and email while she is creating a presentation for her upcoming meeting. Janel is
compartmentalizing
26. Gabriel's boss just assigned him a new project. He needs to create a video presentation, which he has no idea how to do. He starts to get discouraged, but then he reminds himself that this is an opportunity to learn an important new skill. It will look great on his résumé and score him some bonus points with the boss. This is an example of which step for maintaining a positive attitude:
D. Think positively **
27. Adam is a natural leader with strong communication skills and a knack for inspiring others. His teammates, Gia, Olivia, and Bryant, are less comfortable with leadership positions and perform their best when they receive clear instructions from others. As a result, the group decided that it would be best for Adam to act as group leader for the project they are working on. This is an example of
C. leveraging different personality types. **
28. When Tara finishes negotiating a big deal with a client, she takes some time to reflect on the situation. She thinks about what she did and didn't do well. What is Tara doing, and why is it important?
B. Assessing the negotiation; it helps her make adjustments for the next negotiation session. **
29. When Victor is stressed out, he calms himself down by spending some time in quiet, calm thought. Victor is engaging in
meditation
* 30. Employees from different departments participate in a group to solve problems related to the company's production processes. This is an example of a
D. quality circle. **
31. Which of the following steps comes first in the consensus-building process:
D. Identify the problem. **
32. Trey is planning ahead to overcome obstacles that might stand between him and achieving his goals. Which tip for smart goal setting is Trey following?
A. Developing an action plan for each goal **
33. If Danika decides to wear superhero T-shirts because all her classmates are wearing them, she is demonstrating
C. herd mentality. **
34. Tom and his coworkers are unhappy with their business's new policy of paying employees once a month instead of every two weeks. While everyone else sits around and grumbles about it, Tom asks his manager for a meeting to discuss the situation. Which characteristic of a change leader is Tom displaying in this situation?
C. Not afraid to "go for it" **
35. Which of the following is an action you could take to show respect:
C. Listen to other people's opinions **
36. At what stage of the entrepreneurial process does an entrepreneur determine the amount of capital needed to launch the business?
Development
37. Marshall's employer pays him for the work that he performs while on the job. This is an example of
C. earned income. **
38. To be able to pay for unexpected car repairs and/or to replace broken home appliances, it is important to
B. save money for emergency situations. **
39. Ian's employer electronically places Ian's paycheck directly into his bank checking account every pay period. In what column on Ian's bank statement will he find these transactions?
A. Deposits and credits **
40. When an individual invests in a mutual fund, s/he is
A. pooling his/her money with other investors. **
41. Emma is reviewing the sales budget in relation to the actual sales generated for a set time frame. How is Emma using financial information in this situation?
C. To compare estimated performance with actual performance **
42. Many computerized accounting systems make up-to-the-minute data available to financial decision makers instantaneously. In other words, these systems provide decision makers with __________ data.
C. real-time **
* 43. What is one source of cash flowing into a business?
C. Sale of assets **
* 44. Carlos tries to respond personally to his customers' needs and wants by using communication to influence their purchase decisions. Carlos is engaged in
selling
45. Why do many companies set a floor limit specifying a maximum amount a customer is allowed to charge to a credit card?
C. To protect the company against fraud **
46. "Employees are expected to act with honesty, integrity, and a customer service mindset at all times." This is an example of an organizational
D. code of ethics. **
47. A company manager recognizes that an employee only delegates tasks to people of a certain race. Which of the following is likely to be the most effective manner for the manager to deal with this situation:
C. Privately address the behavior directly with the employee **
* 48. Yvonne and her family often eat at their favorite pizza place. They love this particular pizza place because they've built a relationship with the restaurant's employees, who are always friendly and accommodating. This is known as a(n) __________ motive.
emotional
49. A tour operator put together a tour package for baby boomers who are interested in southwestern art. The tour group will visit a variety of locations in the southwest but will operate individually rather than as a guided tour. What factors did the tour operator use to segment the market?
D. Age and life cycle **
50. When analyzing information found online, it is especially important to
C. evaluate the reliability and relevance of the information. **
* 51. Which of the following are characteristics of effective business information:
A. Usable, accurate, and retrievable **
52. Which of the following is a negative effect that technology has on business:
B. Some technologies can create pollution. **
53. What technological component manages the computer's software and hardware?
A. Operating system **
* 54. Which of the following is a computer-based time-management tool that helps employees keep track of their appointments and activities:
B. Electronic task organizer **
55. One way in which many lodging facilities automate their product offerings is by
A. implementing self-service check-in options. **
56. Descriptive analysis in marketing-information management refers to data organizing activities that most commonly include
D. determining averages, frequency, and percentages. **
57. In data mining, association rules describe relationships among large sets of data. An example of an association rule is: "If a customer at XYZ Grocery Store purchases peanut butter, s/he is 70% likely to also purchase jelly." In this example, the antecedent is __________ and the consequent is __________.
A. buying peanut butter; buying jelly **
58. Which of the following is true of internal record maintenance:
A. It helps you determine your profit. **
59. Which of the following data collection methods would best measure actual repeat business:
A. Collecting data on product purchases from loyalty programs **
60. A café wants to determine how well its loyalty program is working. Which of the following data will help it determine the mean use-rate of customers' loyalty cards:
A. Data that show the number of times each customer has used the card over several months **
61. What type of chart would be best to illustrate room bookings for nine individual months?
A. Bar chart **
62. Which of the following is a growing trend that is having a significant impact on the hospitality and tourism industry:
A. Flexible work schedules **
63. The capability of many customers to bypass travel agents when booking trips is one way that the travel and tourism industry has been impacted by
technology
* 64. Which of the following situations is a conflict of interest:
A. A purchasing employee receives gifts from a supplier. **
65. What is the first thing an employee should do when s/he accidentally spills coffee in the tile hallway?
C. Wipe it up immediately **
66. Iliana handles room reservations for a hotel, and recently, she received an online reservation for a large block of rooms from a new customer. Iliana was suspicious that the purchase could be fraudulent. How can she determine whether the reservation is legitimate?
B. Verify the purchaser's identity via phone **
* 67. Creating a change-management plan includes determining
D. who is authorized to amend the project plan. **
* 68. Annika, the purchasing specialist for Dottie's Donut Shop, just located a new, less expensive sugar supplier. Dottie does not plan to lower donut prices. If Annika buys the shop's sugar from this cheaper supplier, what is likely to happen?
D. The profit margin for donuts will increase. **
69. It is important for a business to evaluate the financial condition of a potential vendor during the vendor-selection process to assess the
B. risk levels of doing business with the vendor. **
70. Because a normally stocked item is backordered and a customer needs to get the item as soon as possible, Barston Distributors asks its vendor to ship the item directly to the customer when it is available. What type of purchase order does this exemplify?
D. Drop shipment **
71. An important aspect of a business's production efforts is
B. obtaining the necessary resources. **
72. Which of the following result when employees control business expenses by treating customers in a professional manner:
D. Customers are retained. **
73. Effective collaboration between supply chain partners will most likely result in
A. lower warehousing costs. **
74. To handle recyclable products appropriately, all hotel employees must know
C. what items are recyclable and where to place them. **
75. What action should hotel employees take when a fire occurs and they determine that they cannot contain it themselves?
D. Shut off air conditioners **
76. A hotel can prevent unauthorized visitors from accessing the property by
D. locking particular doors after certain hours. **
77. Hannah is known for her bold behavior. She loves riding her dirt bike and is usually the first to volunteer for a dare. What characteristic of a creative person does Hannah display?
D. Willingness to take risks **
78. Which of the following statements is true of time management:
A. It refers to how people use the 24 hours in their day. **
79. Which of the following statements is true about completing job applications:
B. Write clearly using a black or blue pen to present a professional appearance. **
80. Which of the following would be appropriate to include on a résumé:
D. Volunteer experience **
81. It's extremely important for lodging employees to be organized because they
A. have to keep track of lots of information (such as reservations). **
82. It is important for employees to understand their employers' rules of conduct so they can
D. meet their employers' expectations. **
83. Which of the following early 20th century events had the most positive impact on the growth of mass tourism:
A. The introduction of paid personal leave time for employees **
84. The Roadie Car Rental Company charges $15 a day for compact cars, $25 a day for midsize cars, and $45 a day for luxury cars. What pricing strategy is Roadie using?
C. Price lining **
85. Why must a business be very careful about eliminating products?
D. To prevent damaging the company's image **
86. Mountain View Steakhouse goes above and beyond to create an excellent dining experience for each of its guests. The steakhouse trains its wait staff to be courteous, respectful, and attentive to customers. Based on this information, delivering outstanding customer service is most likely a __________ of the restaurant.
D. core value **
87. Built in 1750, the Haberdash Castle is the oldest lodging facility in the area and is known for its unique architecture, secret passageways throughout the structure, and rich historic background. This is an example of a hospitality business that has differentiated itself from competitors by focusing on its
D. physical attributes. **
* 88. Which of the following examples illustrates the concept of product in the hospitality industry:
B. A bed and breakfast advertising private baths and a fireplace in each room **
89. A hospitality business adding a line of suite hotels to increase its product depth is an example of a product
extension
90. Which of the following factors is most important for marketers to consider when planning promotions:
Costs
91. In which stage of a product's life cycle would the least money be invested in product promotion?
Decline
92. What is the focus of quality assurance?
C. Developing processes to prevent product defects **
* 93. What internal factors do businesses need to evaluate so they can take steps to effectively control their risks?
A. Loss exposures **
94. Which of the following airlines is most likely to be undervalued, based on their price-to-cash flow ratios:
Sky High
Current Stock Price: $14.36
Cash Flow per Share: $5.21
Smooth Flying
Current Stock Price: $22.78
Cash Flow per Share: $4.12
Soar the Sky
Current Stock Price: $18.50
Cash Flow per Share: $3.59
White Clouds Current
Stock Price: $25.81
Cash Flow per Share: $6.94
A. Sky High **
95. Salespeople may use, as a selling tool, the information in company advertisements that compare their products to those of
D. the competition. **
96. Maggie wanted to do something different on vacation, so she decided to go parasailing. Maggie's motivation to participate in this activity was a desire for
adventure
97. When processing a room reservation by telephone, the hotel reservationist should provide the guest with a(n)
B. confirmation number at the end of the call. **
98. To process sales transactions efficiently, concert venues often use image or laser scanners to
D. read ticket bar codes. **
99. What is a primary consideration when organizing employees' workloads?
D. Time management **
100. Mason is traveling for a wedding, but there is a risk that his flight might be delayed and he might miss the rehearsal dinner. He decides to rent a car and drive instead of fly. Which risk response did Mason use?
Avoidance
