Final Test

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Question #1

Ch 14: Marketing to your employees – conveying information regarding the company to them is called ___________ marketing.

A External

B Internal

Question #2

Ch 14: Four of the “4 Ps” or “5 Ps” of any marketing plan include: place, promotion, product, and _______.

A Perseverance

B Price

C Purity

Question #3

Ch 14: Market segmentation is the process of dividing the market into groups.

A FALSE

B TRUE

Question #4

Ch 14: Brand image is what your business stands for and what it means to others. It is what the customers think when the name of your business is mentioned.

A FALSE

B TRUE

Question #5

Ch 14: The process of marketing as it relates to customer service includes certain steps, such as:

A Implementation of Controls to Position

B Analysis and Identification of Needs

C Establishment of a Marketing Plan

D All the above

E Follow-up – Service after the Sale

Question #6

Ch 14: ”The coordination of the exchange of goods and services in an effort to fulfill the wants and needs of the customers” is the definition of the concept called:

A Previewing

B Previewing

C Loaning

D Marketing

Question #7

Ch 13: An organizational _________ is the personality of a business, its style, its work pace, its attitude.

A Culture

B Chart

C Attitude

Question #8

Ch 13: Nonverbal communication that gives clues to one’s underlying premise is the definition of the term ________language.

A appropriate

B Sign

C Body

Question #9

Ch 13: The Job Specifications explains what they need to successfully complete the job. It is primarily used in hiring, and includes knowledge, skills, abilities, education, and certifications.

A FALSE

B TRUE

Question #10

Ch 13:The Job Description is used in hiring, and it explains what they do in the position, including the duties and responsibilities.

A FALSE

B TRUE

Question #11

Ch 13: Successful hospitality professionals share certain common qualities that include:

A Are sincere

B Have a genuine desire to please others

C Bring a positive attitude to work, leaving personal issues behind

D Are motivated from within

E All the above

Question #12

Ch 13: Regarding hiring the best candidate, hospitality companies see similar traits, that include:

A All the above

B Do they get along with others?

C Can they communicate?

D Are they sensitive to others?

E How do they appear

Question #13

Ch 12: Regarding Systems, Ratings, and Awards, the American Automobile Association (AAA)) approves and rates hotels and restaurants on a scale of one to five Diamonds. The ratings assess extensiveness of services, amenities, and décor.

A FALSE

B TRUE

Question #14

Ch 12: Regarding Systems, Ratings, and Awards, the Forbes-Mobile Travel Guide evaluates hotels, restaurants, and spas, based on facility inspection and a service evaluation – with five-star hotels being the most exceptional of all properties.

A FALSE

B TRUE

Question #15

Ch 11: The term ____________means: A comparison of best practice methods.

A Benchmarking

B Standardization

C Capitalization

Question #16

Ch 11: The term “Psychographics” includes such questions regarding lifestyles, mode of living, needs, attitudes, culture, influences, and hobbies.

A TRUE

B FALSE

Question #17

Ch 11: As you are setting up your research, you should also determine how the population will be divided.
The term “Demographics” includes such questions as to age, gender, income, marital status, education, and ZIP code.

A TRUE

B FALSE

Question #18

Ch 11: After laying the background work and determining what and who to measure, what follows is HOW to measure, and can include:

A All the above

B Adapt tool or technique

C Revise based on results of pilot test

D Choose instruments type (tools, techniques)

E Pilot test

Question #19

Ch 11: After you know what to measure, you need to determine WHO to measure. The possibilities could include:

A What if they are repeat customers?

B Any of the above

C What if you cannot reach them or they refuse?

D Can you measure every customer every time?

E Do you want former, current, and potential customers?

Question #20

Ch 11: After background information has been collected, you want to determine WHAT areas to measure. An example or examples of this could be:

A Price

B Communication

C Any of the above

D Customer service

E Empowerment

Question #21

Ch 11: Regarding chapter 11, “Quality Tools: Setting up for Research,” collecting background information is crucial in helping to establish a starting point and build a case for the direction of future investigation. Ask yourself, WHY collect background information.
You can begin an analysis by asking yourself or your team:

A Are you providing wants and needs?

B What are the newest trends?

C What is involved in your service?

D All the above

E What is good, what is bad, and what can be changed?

Question #22

Ch 10: A formal statement that explains the purpose of your business is called the ___________ statement.

A Mission

B Vision

C Charter

Question #23

Ch 10: The Strategic Service System involves four main components, which are: Purpose, Product, Plan, and _________ (one word).

A Purity

B People

C Perseverance

Question #24

Ch 10: The SWOT Anyalysis has two primary components which include Internal Analysis and External Analysis.

A FALSE

B TRUE

Question #25

Ch 10: A SWOT Analysis is a valuable tool commonly used to establish a starting point in strategic development, and indues:

A Weaknesses

B Threats

C Opportunities

D All the above

E Strengths

Question #26

Ch 10: Strategy is especially important to an organization, and includes the following benefit (s):

A All the Above

B Establish Common Direction

C Ease in Decision-Making

D Increased Communication

E Increased Understanding

Question #27

Chapter 10 focuses on Strategic Planning for Service. With this in mind, the main facets of “strategy” include:

A All the above

B Calculated Plan

C Common

D Objective

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