DECA Hospitality and Tourism Cluster Exam 2023

An "artificial being, invisible, intangible, and existing only in contemplation of the law" is the legal definition of a

corporation

BTA Enterprises used overly aggressive advertising tactics to discredit the MZT Company, its primary competitor. As a result, the MZT Company's sales and stock values have plummeted over the past few months.This situation is an example of

an intentional tort.

Which of the following is true regarding passenger rights in the air travel industry:

Airlines must provide monetary compensation if a flight is delayed due to bad weather.

Which of the following explains how listening differs from hearing:

Listening is an active process.

Which of the following actions is important for a speaker to take when they make an oral business presentation to a large group:

Speak loudly enough for the audience to hear the message

What should businesses include in a persuasive message?

Logical evidence

After a presentation about safety, robbery, and theft issues in the community's business district, Jeff asked the speaker, "Did you say that the crime rate in the area decreased by 10% or 15% last year?" What type of question did Jeff ask?

A relevant question to clarify information that the speaker had provided

Samantha manages the marketing department for a large company and has just hired a new employee to run the company's cooperative advertising program. The most appropriate way for Samantha to advise staff members that a new employee will be joining their team is by

making an announcement during the weekly departmental meeting.

To handle customer inquiries about specific products in a large business, the sales staff should

be informed about all products in stock.

Which of the following statements regarding customer experience management (CEM) and customer relationship management (CRM) is true:

CEM tends to focus on customers' needs, whereas CRM tends to focus on the business's needs.

Which of the following is an example of using social media to enhance a customer's post-sale experience:

Responding to negative and positive online reviews

The North Ridge Diner is always swamped during the weekends. What could the restaurant do to keep customers from becoming impatient while they wait?

Alert guests that their tables are ready via text message.

Excellent customer service is crucial in the hospitality industry because the success of hospitality businesses often depends on the

____________ of customers.

return

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

an employee's personality impacts customer service practices.

Sage is a travel agent helping a couple book an international trip for their honeymoon. While arranging the couple's itinerary, Sage calls the airline and confirms that it will have two gluten-free meals available for her clients on the flight. What is the purpose of Sage's call?

To accommodate the couple's special needs

Which of the following is an example of a positive moment of truth in customer service:

Showing concern for customers' lengthy wait

What is a characteristic that applies only to economic services?

Intangible

The best time for consumers to purchase is called a ___________ market

buyer's

A business that purchases an extended warranty on a new fleet of automobiles is

transferring risk.

A large trade deficit in a nation often leads to ____________ opportunities

fewer job

What effect does the underground economy have on the gross domestic product (GDP)?

It decreases the GDP.

Businesses operating in the global environment must be sensitive to different traditions, beliefs, and etiquette, which are ____________ factors.

cultural

What effect is a new resort on a remote tropical island likely to have on local shops?

Increased sales

A person who wants to lead change in the workplace must have the ability to

guide or direct others.

Malcolm effectively recognizes and manages his emotions, as well as the emotions of the employees he manages. Malcolm is demonstrating the leadership quality of

emotional intelligence.

What is a characteristic of self-confident people?

The willingness to step out of their comfort zones to take positive risks

You are in a better position to control your own future if you _____________ change.

anticipate

Your supervisor is upset about a current problem. After listening to them, you indicate that you understand how they feel. Your attitude is an example of

empathy

During a staff meeting, Matthew says, "In closing, I want to congratulate Shelby, who has been instrumental in landing the Feldman account. This account has the potential to greatly impact our company's sales." Matthew is motivating an employee by

acknowledging her efforts.

One way that team leaders can show enthusiasm while enlisting others to work toward a shared vision is by

recognizing and rewarding progress toward the vision.

The attitudes of the managers and employees and the ways in which a company functions are factors that shape the company's

organizational culture.

Carter has been modeling ethical behavior, so he is surprised to learn that his employees do not understand that taking pens and notepads from the office is wrong. What could be a problem with Carter's approach to modeling ethical behavior?

Unclear or inadequate communication

Which of the following attitudes should an entrepreneur have about new technological developments:

The impact of new technologies should always be evaluated.

A financial advisor who doesn't earn any commission, no matter how much money their clients may invest, is a __________ advisor.

fee-only

Which of the following is a reason why accurate accounting is important to business:

To maintain financial control

The footnotes section of the balance sheet may contain

information about accounting policies.

What is the advantage of using a rolling or continuous budget?

It encourages managers to assess activities and adjust figures more frequently.

The Apex Company is a large, growing company with finance, accounting, operations, and sales departments.The company needs additional outside funding to pay for new buildings and equipment. What business department is responsible for ensuring the monies are available when needed?

Finance

Frankie used her business's most recent cash-flow statement to determine how much money the business had left over after subtracting its capital expenditures from its operating cash flow. What did Frankie calculate?

Free cash flow

A business's sales may be strong, but that doesn't mean it's making as much money as it would like. In this situation, managers may analyze financial information to determine how to

boost profitability.

A credit card company charges a business an interchange rate of 2% of each transaction amount, a merchant account provider fee of $.05 per transaction. as well as a monthly fee of S10, if that business had 4 merchant transactions totaling $100,000 last month, how much did that business pay in credit card processing fees for that time period?

$2,012

Insubordination, poor attitude, inappropriate language, and other unacceptable workplace behaviors are all reasons for ______________ in the workplace.

conflict

Which of the following is an example of an organized labor-relations issue:

Collective bargaining

An on-site accident seriously injures a construction worker. When contacted by the press, the company refuses to comment. What negative action is the company demonstrating?

Responding inappropriately to crises

A luxury resort in the Grand Cayman Islands maintains a special section on its website for couples who are planning a destination wedding and/or honeymoon. This is an example of a hospitality business segmenting a market by

behavior.

In which of the following situations would a business use a spreadsheet software program to estimate the effect of change on its financial situation:

Sales are expected to increase by 5%.

A restaurant's owner notices that people in the community are starting to eat healthier food instead of the burgers and fries that the restaurant serves. So, the restaurant owner decides to start offering healthier menu options along with the old menu items. The restaurant owner is looking at _______________ to find business opportunities.

trends

Wireless, mobile, and Internet of Things (loT) technology trends continue to grow and present hotels with many opportunities to offer automated services. Which of the following is a challenge that hotels often face when they offer automated services:

It's difficult to determine the right mix of digital and human interactions.

Which of the following is an example of how databases help improve customer satisfaction:

Hotels can customize guest room preferences.

Mr. Edwards saved some confidential customer information from his employer's computer network onto a flash drive so that he could work on a project from a different location. Without realizing it, Mr. Edwards dropped the flash drive in a parking lot on his way to a meeting. This situation is an example of a risk related to

information security.

Isaiah is looking for information online about different credit card options. Which of the following indicates that a website is a quality source of information on the topic:

The author of the site has reputable credentials.

The Links Golf Resort uses computer software that charges its guests' food, golf, retail, and other resort-related expenses to their accounts through their room key cards. The software increases the resort's efficiency because it is

automated.

A primary purpose of data mining is to

discover relationships.

Based on the information in the following database, which salesperson has the highest amount of sales:

Salesperson A, 125 orders, $215 average invoice

Salesperson B, 129 orders, $208 average invoice

Salesperson C, 121 orders, $218 average invoice

Salesperson D, 127 orders, $211 average invoice

Salesperson A

Roger is the marketing manager for a tour bus company in a national park. He recently looked through his company's customer database to determine the median customer age. Roger plans to use this information to better tailor the company's marketing efforts to its audience. Roger is using __________ to aid in decision-making.

descriptive statistics

Kylie, a manager at a hotel, is given the following data set representing the number of visits a group of customers makes to her hotel each year: 1, 2, 2, 3, 3, 3, 3, 4, 4, 5, 6, 6, 7. The mode of this data set is _______ this year

three

Census data, psychographics, public opinion polls, and tourism forecasts are all examples of __________ sources for hospitality and tourism information.

secondary

What type of chart would be best to illustrate room bookings for nine individual months?

Bar chart

Tyrone is a finance manager at a hospitality management company. He is preparing a PowerPoint presentation for a meeting next week. Which of the following suggestions should he follow when designing the presentation.

Keep the slides simple

Which of the following is a step in the purchasing process:

Identifying needs

What do businesses need to provide employees in order to create a quality culture in the business?

Adequate training

A cruise ship security specialist may advise a tourist who is going ashore at a port of call to

limit shore tours to ones approved by the cruise line.

During a crisis situation, hotels and hospitality managers should prioritize

the safety and security of hotel guests.

Which of the following is an example of intellectual property:

An inventor obtains a patent for a new product.

Inventing and testing a brand-new type of water-filtration system is an example of a

R&D project.

Which of the following quality control methods is proactive:

Creating a quality assurance checklist

The primary reason for a business to carefully track all of its vendors' invoices is to

monitor and control expenses.

Quality of materials can often present an ethical conflict for employees working in

purchasing.

Elaine, a buyer for a large retail chain, needs to order paper. She chooses Sheets Paper Company because Sheets has the best prices and can ship the order tomorrow. This is an example of a ___________ order.

standard

Steel, corn, and lumber are all examples of

raw materials.

Which of the following is an example of a digital asset that a company might have:

Social media posts

To protect against the threat of a cybersecurity breach, every employee in every organization should be trained about _________, even employees whose work does not involve confidential information.

suspicious emails and attachments

Creative people usually prefer to work under _________ supervision

minimal

Chad is buying a new car. Although the first car is a great deal and a more practical choice, he just loves the look of the second car. As a result, he decides to purchase the second car. His decision is based on which of the following internal factors:

Emotion

What should you do first when identifying which career or occupation may be right for you?

Assess your skills and interests.

Which of the following guidelines should be followed when writing any letter of application:

Provide a brief explanation of your qualifications for a job.

When Carmen faces a challenge at work, she finds a way to turn it into an opportunity. Carmen has __________ skills.

problem-solving

Which of the following are services that the travel industry provides:

Train, car rental, and airline

Which of the following career categories is contained within the hospitality and tourism industry:

Lodging

A company is most likely to only promote a product on social media if the product has a

low profit margin.

Are all products test marketed?

No; it can delay entry into the full market.

An electronics business decided to remove the X2L digital camera from its product mix because it was taking away sales from its FZG1 premier digital camera. This is an example of

product cannibalization.

Which of the following is an advantage of family branding:

New products are easier to introduce.

Hospitality and tourism businesses often benefit from introducing product extensions because they

are cheaper and safer than introducing new products.

What does a successful corporate brand communicate?

Benefits

When evaluating a vendor's goods and services, companies should determine whether the vendor

will be able to fulfill the company's needs in a timely manner.

A company runs an anti-drug announcement on a local TV station as a way of showing that it cares about the community. Which type of institutional promotion is this company using?

Public service

When customers buy menu items at McDonalds' Restaurants, they are given Monopoly pieces for the chance to win prizes. What type of promotional technique is that?

Sales promotion

When a customer considers a product to be worth the money they spent on it, the product demonstrates which of the following components of quality:

Value

Which of the following is a valid reason for performing an internal audit:

To demonstrate the effectiveness of risk management

Brandon is a new salesperson at a local car dealership. To be most successful at his job, what should Brandon do before attempting to make any sales?

Become an expert on the cars he will be selling

A salesperson for a company that advertised "no finance charges for six months" could use this information

as a selling point.

Over time, product price and quality can be easily matched by competitors. The real competition among businesses begins with

customer service.

A hotel restaurant is offering lobster dinners for a special price of $22.99 for one week only. If a table of four orders the dinners and two customers have coupons for a 15% discount on their dinners, calculate the total cost for the table.

$85.06

Mr. and Mrs. Johnson traveled to New York City, spent the night at the Ritz Carlton, and ate dinner at Tavern on the Green. Their choices were motivated by the internal psychological factor of

esteem.

Hotels benefit from selling gift certificates to guests because these gift certificates

can extend the customer base of the hotel.

A company requires its salespeople to use a sales presentation sheet when selling. This is an example of a __________ policy.

selling-activity

Which business activity is responsible for most of the decision-making that takes place within the business?

Management

Marla and her fellow managers at the Frisco Corporation have determined that rearranging their human resources could increase the company's efficiency. This human resources change is most likely the result of

a need for process improvement.

Which of the following statements about directing is true:

Directing is considered the "heart" of management.