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Customer needs and Standards

Total questions: 15

Worksheet time: 30mins

Name
Class
Date
1.

Which standard requires a structured Environmental Management system?

a)

ISO 34000

b)

ISO 14001

c)

ISO 9000

d)

ISO 15000

2.

Which standard would ensure that Food in a restaurant is stored in the proper manner?

a)

CCP system

b)

HTTP Protocol

c)

HACCP System

d)

Environment management System

3.

Which standard ensure products consistently meet customer requirements?

a)

ISO 2000

b)

ISO 14001

c)

ISO 9000

d)

ISO 34000

4.

In what year was the Accra Beach Hotel and Spa awarded the Hospitality Assured Certification?

a)

2011

b)

2005

c)

2009

d)

2007

5.

Hospitality Assured is a service standard created in which country?

a)

France

b)

UK

c)

USA

d)

Barbados

6.

Which of the following is a benefit of the ISO 14001 standard

a)

It reduces variability in service

b)

Reduced cases of food poisoning

c)

Increased market share

d)

It attracts eco-tourists

7.

The facility's ability to perform services accurately and on time the first time describes which service quality?

a)

Empathy

b)

Reliability

c)

Responsiveness

d)

Assurance

8.

Select the two ways we can determine the needs of the customer

a)

HDI data

b)

Feasibility study

c)

TS1 survey

d)

Market research

9.

Which of the following is NOT a goal of tourism planning

a)

Diversify tourism products

b)

Improve economy

c)

Increase visitor satisfaction

d)

Integrate the community

10.

Select the TWO pull factors of tourism

a)

Disposable income

b)

Relaxation

c)

Safe destination

d)

Affordable Accommodation

11.

Which of the following is NOT a role of the Government in Tourism?

a)

Provide community integration

b)

Create policies to ensure tourism growth

c)

Build and maintain roads to destination

d)

Facilitate training for workers in tourism

12.

Select the three push factors of tourism

a)

Incentive to travel

b)

Increased disposable income

c)

Attractive destination

d)

Need to relax

13.

Select ALL the characteristics of a tourism service

a)

Variable

b)

Perishable

c)

Intangible

d)

Separable

14.

Where did the HACCP system first emerge?

a)

Medical Sciences

b)

World War 2

c)

Cosmetic Industry

d)

Tourism Industry

15.

Select ALL the benefits of satisfying the customer

a)

Empathy

b)

Repeat visits

c)

Increased revenue

d)

Referrals