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1. What presentation software function allows the user to move and change the order of existing slides?
A. Slide sorter **
2. Arthur's boss asked him to study his company's sales data from the previous five years to see if there were any trends. After his research, Arthur presented his findings to his boss along with his predictions for the future. This is an example of the process of
D. data mining. **
3. A month ago, Carmen volunteered to bring cookies to her school's bake sale. She waited until the morning of the bake sale to bake the cookies, and now she has to get them done as quickly as she can. She tries a cookie when it comes out of the oven, and it tastes terrible. Carmen looks back at the recipe and realizes she left out several key ingredients because she was in such a hurry. Which of these steps for following written instructions did Carmen ignore?
C. Don't rush. **
4. Corey is writing an online banner advertisement to sell her new line of handmade toys. What type of writing is Corey doing?
Persuasive
5. Mariana works in the accounting department of a large company. Her boss is pressuring her not to record all of the company's revenue in the business's financial records. If she follows his instructions, the company will appear to have a smaller income and won't have to pay as much in taxes. He tells Mariana that this is a normal thing to do, but Mariana's pretty sure it's wrong. Is this practice legal?
A. No; this practice is known as underreporting. **
6. A fast-food restaurant decides to add a new line of salads to its menu. The company is using a(n) ___________ product-mix strategy.
expansion
7. At what point in the new-product development process does a product's life cycle begin?
Commercialization
8. Apple produces its MacBook computers in China. In calculating GDP, these computers would be part of
C. the GDP for China. **
9. Kaya is in charge of planning an upcoming fundraiser for an animal shelter. She needs to make posters, call donors, and set up the venue in a week's time. With the help of other volunteers, Kaya is able to delegate tasks, use time well, and accomplish everything in time for the event. Which benefit of teamwork does this scenario describe most accurately?
Efficiency
10. You have to let one of your employees know you must reduce his hours because of budget cuts. You should deliver this information to your employee in a(n)
D. in-person meeting. **
11. Motels often use printed certificates that offer discounts to increase business. What type of promotional technique is this?
Coupons
12. Hospitality businesses are developing strategies to accommodate niche markets. Skydivers are an example of a group in a growing segment called the _________ market.
adventure
13. Which of the following situations most likely requires confidentiality:
B. You overhear a coworker discussing her salary. **
* 14. Avoiding the use of slang falls under which guideline for dealing effectively with people from different cultures?
C. Strive to communicate clearly. **
15. What might result if an event promoter scheduled a major concert in a facility that consumers considered to be located in an unsafe area?
A. Reduced sales **
16. A luxury spa has experienced decreased sales. The owner believes the reason is a rise in unemployment in the area. What external environmental factor does this represent?
Economic
17. The Breckenridge Hotel installed a kiosk in its lobby that allows guests to check in and check out quickly without assistance from hotel staff members. This automated service benefits the hotel because it lowers
C. labor costs. **
18. A local hotel keeps a large supply of cleaning products, office supplies, and repair tools. These items are known as __________ inventory.
MRO
19. Which of the following is a true statement regarding the relationship between customer service and the hospitality and tourism industry:
A. Business success or failure depends on customer service. **
20. Hotels offering guests a weekend package that includes accommodations, meals, and a sightseeing trip is an example of
D. product bundling. **
21. Businesses rely on projects because the business environment is
dynamic
22. Derek is listening to Amir talk about his new job working at a fast-food place. Amir says, “I'm looking forward to my first full-time job.†He is slumped in his seat and staring at the floor. Which of the following is a good interpretation of Amir's message:
D. He is not excited because his body language doesn't match his words. **
23. When Marlon buys a new oven for his bakery, he receives a three-year warranty from the oven company. If the oven breaks or has any problems within three years, the company promises to repair or replace it free of charge. This is an example of ___________ business risk.
transferring
24. Cornell wants to start his own business, but he isn't exactly sure what product or service he wants to pursue at the moment. The first step of the entrepreneurial process that Cornell should focus on is
A. idea generation. **
25. Which of the following statements is true regarding training for entrepreneurial ventures:
D. The type of training and education that entrepreneurs need depends on the nature of the startup business. **
26. A company's cash flow is $1,680,500, its current stock price is $45.50, and there are 570,000 shares outstanding. What is the company's price-to-cash-flow ratio? (Round all calculations to the nearest hundredth.)
15.42
* 27. Which of the following is a technique that a salesperson can use to reaffirm the buyer-seller relationship:
D. Follow up with the customer to ensure satisfaction **
28. Trends indicate that a large segment of the population is between 60 and 70 years old. A hospitality/tourism business can act on this trend by
B. developing tour products specifically designed to appeal to retirees. **
29. A resort recently added a state-of-the-art gym, a healthy dining option, and an on-staff personal trainer. These actions are examples of
D. responding to guests' lifestyle trends. **
30. If a person knows that s/he will not be punished for unethical behavior, his/her ethical dilemma could be motivated by
B. a lack of consequences. **
31. Which of the following is an example of a businessperson obtaining professional development:
B. Theo attends a seminar about product-standard changes that are affecting his industry. **
32. Which of the following is an example of formal communication in the workplace:
D. Melinda meets with her manager to discuss a possible promotion. **
33. What do businesses often develop to reduce the possibility of employees accepting payment from customers without recording the sale?
D. Internal control procedures **
34. Purchasing's ultimate goal and purpose is always to obtain the right goods and services from the right suppliers at the right price. To reach this goal, purchasing specialists must be sure to
A. locate backup sources of goods and services. **
35. Paul's Pizza had to close its doors because management couldn't find enough employees. Paul's Pizza company was experiencing a shortage of
B. human resources. **
36. In the hospitality industry, price is the amount of money that a guest pays
C. for the use of a hotel's services. **
37. A pizza restaurant is offering $1 off any large pizza, 20% off the price of wings, and medium-sized soft drinks for $1.25 on Monday nights. If a group orders three large pizzas priced at $10.95 each, one $6.95 order of wings, and seven soft drinks, what amount will the restaurant charge?
44.16
38. Despite being very busy, a server at a restaurant kept his pace steady, his head up, and smiled at each diner with whom he made eye contact. This server was demonstrating interest and enthusiasm for the job through
A. body language. **
39. It is important for hotel employees to wear disposable gloves when emptying trash containers to
B. avoid direct contact with sharp objects and bacteria. **
40. Which of the following is a barrier to effective internal risk control:
B. Managers override control processes. **
41. How can you be sure that your bank statement is error-free?
C. Reconcile the bank statement with your own records. **
42. What is often a positive result of accepting responsibility for a poor decision?
B. You gain others' respect. **
43. Salespeople who want to talk to others in their industry to obtain additional information about new and existing products might attend
B. trade shows. **
44. David works for a busy travel agency. On Thursday, a client calls David and requests information about a two-week Caribbean cruise. David needs to do some research before he can provide the client with thedesired information. Which of the following is the best way for David to respond to the client's inquiry:
C. “I need to look into this, but will call you back by the end of the day with an answer.†**
45. Siobhan always treats others the way that she'd like to be treated. She is building trust by
D. being fair. **
46. A well-known author and professor of literature wrote the following blog entry: “While some might find Margo Green's latest book entertaining, the plot is weak and unrealistic, and the characters lack depth and complexity.†This is an example of
criticism
47. Which of the following individuals is most likely to meet her/his employer's expectations for proper employee behavior:
A. Penelope, who asked a successful veteran coworker to serve as her mentor **
48. For what aspect of a job-search strategy would you be most likely to use the Internet?
B. Researching prospective employers **
49. Jack is measuring how well the purchasing department is performing against the department's budget. Jack is measuring the __________ of the department.
A. purchasing efficiency **
50. What is the primary function of the Random Access Memory (RAM) component of a computer?
B. Serves as a temporary holding area for files and programs **
51. Which of the following are services that the travel industry provides:
C. Train, car rental, and airline **
52. Dwayne is working on an income statement for his business. When he finishes it, he's left with his business's “bottom line,†which represents the business's
A. net income. **
53. Which of the following security measures is often found in lodging establishments:
D. Electronic key cards **
54. When Arthur travels out of the country, he picks up some souvenirs. When he tries to bring them back home with him, he discovers that he has to pay a tax on them. Arthur must pay the
B. customs duty. **
55. Under which of the following circumstances is a cosigner held legally responsible for paying the balance owed on a bank loan:
A. The borrower defaults on the loan. **
56. Businesses must learn to balance their ethical obligations with their
B. desire for profit. **
57. A ski resort that is mining data from its database has detected an anomaly (a deviation from standard behavior) that occurred on a holiday weekend. Which of the following is most likely to be the anomaly:
D. Food service decreased when the resort was filled to capacity. **
58. You are a hotel event planner in charge of a business conference. One of your guest speakers calls you to explain he is running late and will miss the pre-conference dinner. Instead, he explains, he is going to get something fast to eat on the way to the hotel. He still plans to arrive in time for his scheduled presentation, though. Which of the following would be the best thing for you to do to assist him:
B. Ask a valet to help him with parking and luggage when he arrives. **
59. When Kaitlin walked into the office's conference room, she saw a coworker speaking on the telephone. To respect her coworker's privacy, Kaitlin should
B. leave the room immediately and shut the door. **
60. Why should an independent business consultant avoid using email to share a negative evaluation of an IT company with a client?
C. Using email can create reputational risk for him/her if it is shared with others. **
61. Which of the following is a controversial legal issue pertaining to airport security:
B. Intrusive personal searches **
62. When a business is successful in carrying out its brand promise, it provides its customers with
D. consistent experiences. **
63. Kaylee is the event coordinator for the Houghton Hotel. She is placing an order for unique table centerpieces with a vendor on behalf of a client who is holding a wedding reception at the hotel. What type of order is Kaylee placing?
Special
64. A hotel's general manager tells the IT director that he wants to learn about recent technological changes in the industry. The IT director should
D. write an exploratory report. **
65. Andrea grew up near the mountains and loves to ski. Her coworker Stephen grew up near the beach and enjoys surfing. Which of the following differences between Stephen and Andrea is being illustrated in this example:
A. Geographic origin **
66. What can happen when employees do not respect one another's lifestyles?
D. An uncomfortable work environment **
67. Cocoa Bean Coffee Café posts the following statement on its website: “Cocoa Bean Coffee Café does not share its customers' names, email addresses, and telephone numbers with others without obtaining customers' consent.†This is an example of a business exhibiting __________ behavior in relation to __________.
B. ethical; information management **
68. A popular hotel gives all of its guests a goodie bag that includes pens and a coffee cup with its logo and address on them. Most likely, the hotel is using these promotional materials to
B. remind customers. **
69. A hotel guest gives the front desk clerk a credit card to guarantee payment for a room. The clerk uses a credit authorization service to
B. determine if the guest has enough available credit to pay for the room. **
70. Matthew received a loan for $20,000 from a financial institution to help him pay for his college education. The loan helped him cover the cost of his tuition while he was in school, and when he graduates, he will repay the financial institution. This is an example of which form of financial exchange?
Credit
71. Which of the following is an action that can help a business safeguard its reputation:
D. Fixing mistakes consistently and quickly **
72. Determine the number of customers who live in the Northeast and purchased $50 or more worth of goods last month based on the following information compiled from a mail-order business's database: 3,000 total customers; 21% live in the Northwest, 28% live in the Southwest, 27% live in the Southeast, and the remainder live in the Northeast. Half of the customers in each area purchased $50 or more worth of goods last month.
360
73. When Kara reviews an invoice from one of her suppliers, she notices an error in the discount amount for the order. Which of the following is the most appropriate action for Kara to take:
C. Contact the supplier to resolve the discrepancy. **
74. What are you doing when you compare your bank statement with your checkbook register?
D. Reconciling your checking account **
75. We need creativity in communication because
C. not everyone communicates the same way. **
76. Which of the following statements is true regarding the development of the hospitality industry:
A. Transportation advancements increase the demand for hospitality services. **
77. Olivia's manager asked her to attend a meeting that will be held next Tuesday and provided her with an outline that describes the meeting topics. What can Olivia do to prepare for the meeting?
A. Review the meeting agenda to gather necessary information **
78. Janelle owns a fast-food restaurant that is part of a larger chain of restaurants. She paid an initial fee to the owner of the chain when she opened the restaurant. She also has to pay a royalty fee to the parent company based on a percentage of her profits. Janelle is a
franchisee
79. Practicing effective listening skills is courteous, and it benefits you by
B. encouraging the speaker to give you all the facts. **
80. Jake is a high school soccer player who is about to begin the fall season. While he is getting ready for his first practice, he realizes that his cleats from last year are too small and that he needs to buy a new pair. The soccer specialty store near Jake's house would consider Jake to be a member of its
A. target market. **
81. Although your coworker Edward has always been a pessimistic person, his attitude has been very negative lately. He obviously has an extreme dislike for the new manager, and recently, his favorite topics of conversation have been guns and knives. Knowing all this, what should you do?
D. Share this information with your supervisor or the HR department. **
82. A potential benefit to businesses that implement continuous quality improvement processes is
A. increased sales. **
83. A price markup is the difference between how much it costs to make a product and
A. its selling price. **
84. Which of the following is a true statement regarding hyperinflation's effect on businesses:
C. Hyperinflation makes running a business more difficult and unpredictable. **
85. A gas station sells close to the same amount of gas every month, even if the price of gasoline goes up or down. This is because demand for gasoline is
inelastic
86. What is the overall focus of managerial planning?
A. Strategy development **
87. A primary reason for developing an employee orientation program is to
A. help new employees learn about the company. **
88. Which of the following is an example of using social media to enhance a customer's post-sale experience:
D. Responding to negative and positive online reviews **
89. What is the end result of identifying project resources?
C. Gaining a clear understanding of what is needed **
90. Taking a customer's order over the phone and accepting payment with a credit card is an example of
D. processing a financial transaction. **
91. When confronting a conflict, it's important to
C. ask for feedback and listen. **
92. When the Marriott hotel chain launched the Fairfield by Marriott line of hotels, this was an example of
A. product extension. **
93. The executives of an airline recently determined that the cost of their extensive employee training program was too high and decided to terminate the program. What is a possible consequence of this decision?
C. Decreased quality of customer service **
94. Certificates of deposit and municipal bonds are types of
D. lending investments. **
95. Which of the following is a benefit that comes from tracking analytics:
A. Measuring the success of marketing campaigns **
96. Which of the following is a good strategy for resolving a customer service issue:
A. Allow the customer to express his/her feelings **
97. Which of the following is a good strategy for protecting digital customer data:
A. Limit installation of outside software programs **
98. Which of the following is an example of a service provided by the hospitality industry:
C. Valet parking **
99. Which of the following is a major financial benefit that a company can gain by collaborating with its supply chain members:
C. Volume discounts on supplies **
100. Dion sometimes says he's sick when he actually just doesn't want to go to work. He convinces himself that what he's doing is okay by saying, "Everyone else is doing it, and my boss will never know." Dion is
D. making excuses. **
