58)  One of the most important attributes of a company is

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

52)  Which one of the following is not information collected for a guest hotel database?

67)  Most travel agencies make their money by

56)  Employee absenteeism at a hotel

88)  A company that sells high-ticketed industrial goods for large convention hotels will make the greatest impact with

63)  Safe working conditions at the hotel are regulated by which federal government agency?

99)  Cold calls designed to turn the sales force out en masse to telephone or visit as many potential customers as possible are called

84)  Perishable inventory, fluctuating demand, and low variable costs are reasons for the hotel industry to:

82)  An unethical issue involved with personal selling is

95)  What is a major goal of sales promotion?

71)  All of the following affect ethical behavior except

85)  The earliest phase of a hospitality sales program is

60)  Fringe benefits

81)  _____ hotels practice environmental conservation.

64)  Federal law requires employers to pay overtime for any hours over 40 worked during a specified work week. Overtime is:

62)  Who is responsible for ordering, receiving, and storing hotel supplies?

80)  International travel

98)  ____ is the first step of the sales process.

78)  International tourism

69)  The safe deposit box in a hotel room

68)  Hotel leisure rates

74)  The average business traveler takes _____ business trips per year.

54)  Delegation of hotel duties

75)  The senior population

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.

86)  When negotiating hotel rates, it is important to monitor body language, speak respectfully, and to

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

53)  The difference between what the customer expects and the product/service they receive is called:

51)  Hotels that earn high rankings

79)  Jet lag

83)  Airlines have countered rising costs with all of the following except:

87)  A new customer moving into your area is a(n)

61)  Job shadowing is

66)  Employee performance is evaluated in relation to a company’s

65)  Staff development

94)  During a shoulder period,

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?

77)  Seniors like limited service hotels for all of the following reasons except

55)  Hospitality employees can be terminated

70)  A patent for a hotel product can be considered a

72)  Unethical behavior is more likely to occur in people who

92)  ____ are similar to benefit statements.

96)  Personal selling

100)  Good salespeople are not

59)  The bell captain

91)  _____ questions are those concerning the prospect's general business situation as it relates to your product.

57)  Universities recognized as having top hospitality programs have ________ to connect potential employees with hospitality employers.

89)  Research indicates that the main reason people do not become repeat customers of a hospitality business is

97)  Which one of the following is not a type of room reservation?