HOSPITALITY MANAGEMENT A
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58)  One of the most important attributes of a company is
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76)  All channels available between the hotel and the target market that increase the probability of getting the customer to book a reservation is the
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52)  Which one of the following is not information collected for a guest hotel database?
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67)  Most travel agencies make their money by
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56)  Employee absenteeism at a hotel
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88)  A company that sells high-ticketed industrial goods for large convention hotels will make the greatest impact with
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63)  Safe working conditions at the hotel are regulated by which federal government agency?
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99)  Cold calls designed to turn the sales force out en masse to telephone or visit as many potential customers as possible are called
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84)  Perishable inventory, fluctuating demand, and low variable costs are reasons for the hotel industry to:
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82)  An unethical issue involved with personal selling is
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95)  What is a major goal of sales promotion?
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71)  All of the following affect ethical behavior except
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85)  The earliest phase of a hospitality sales program is
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60)  Fringe benefits
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81)  _____ hotels practice environmental conservation.
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64)  Federal law requires employers to pay overtime for any hours over 40 worked during a specified work week. Overtime is:
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62)  Who is responsible for ordering, receiving, and storing hotel supplies?
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80)  International travel
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98)  ____ is the first step of the sales process.
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78)  International tourism
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69)  The safe deposit box in a hotel room
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68)  Hotel leisure rates
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74)  The average business traveler takes _____ business trips per year.
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54)  Delegation of hotel duties
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75)  The senior population
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73)  When we use unethical behavior, we often justify the behavior to protect our ____ so that we don’t have a guilty conscience or feel remorse.
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86)  When negotiating hotel rates, it is important to monitor body language, speak respectfully, and to
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90)  The part of personal selling in which one sets an appointment to see a client and prepares information for that client is known as the
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53)  The difference between what the customer expects and the product/service they receive is called:
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51)  Hotels that earn high rankings
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79)  Jet lag
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83)  Airlines have countered rising costs with all of the following except:
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87)  A new customer moving into your area is a(n)
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61)  Job shadowing is
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66)  Employee performance is evaluated in relation to a company’s
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65)  Staff development
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94)  During a shoulder period,
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93)  Who has the ultimate say regarding the decision to buy, and may veto the sale even when all others have said yes or may approve the sale when all others have said no?
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77)  Seniors like limited service hotels for all of the following reasons except
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55)  Hospitality employees can be terminated
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70)  A patent for a hotel product can be considered a
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72)  Unethical behavior is more likely to occur in people who
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92)  ____ are similar to benefit statements.
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96)  Personal selling
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100)  Good salespeople are not
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59)  The bell captain
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91)  _____ questions are those concerning the prospect's general business situation as it relates to your product.
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57)  Universities recognized as having top hospitality programs have ________ to connect potential employees with hospitality employers.
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89)  Research indicates that the main reason people do not become repeat customers of a hospitality business is
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97)  Which one of the following is not a type of room reservation?
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