Hospitality Midterm Review 3

Front

Identify the benefits of good customer service to the business.

Back

Customers who enjoy their experience, will spend more money.

Front

Which is not a way to provide consistent and reliable service? Options: Product knowledge, Dealing with problems, Long waiting time, Short waiting time

Back

Long waiting time

Front

A customer service problem happens when: A customer asks for the manager, serving the customers becomes unprofitable, customer complaint is ignored, customer service does not meet expectations

Back

customer service does not meet expectations

Front

A ________ analysis is based on a customers changes in attitudes, lifestyles, and opinions.

Back

Social-Cultural (Psychographics)

Front

The change in climate of the city, where a product is being sold will affect the __________region of the marketing plan.

Back

Geographic

Front

___________ is a method used to identify customers with similar wants and needs.

Back

Market Segmentation

Front

Type of promotion that encourages a consumer to be a repeat buyer of a product, service or brand.

Back

loyalty program

Front

Which of these is NOT a Demographic characteristic, or a statistical way of grouping people that is tracked in the US Census? Age, Household Income, Race, Political preference

Back

Political preference

Front

Which of these answer includes ONLY examples of demographics? Marital status, religion, ethnicity, Household income, gender, race, Age, geographical location, gender, Race, age, hobbies

Back

Household income, gender, race

Front

When a business divides its market on the basis of where its customers live is called

Back

geographic segmentation