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Total questions: 90
Worksheet time: 45mins
Does political behavior within a business usually create negative outcomes?
No. In many situations, political coalitions can influence management to make positive changes.
No. Most organizations have policies that limit the use of political tactics in the workplace.
Yes. Employees tend to further their careers by using scapegoating and backstabbing tactics against coworkers.
Yes. Organizational politics usually lead to the formation of cliques, which reduces efficiency and causes conflict.
Which of the following is categorized as a fixed expense in a personal budget:
Clothing
Groceries
Home repairs
Car payment
Ian's employer electronically places Ian's paycheck directly into his bank checking account every pay period. In what column on Ian's bank statement will he find these transactions?
Withdrawals and debits
Deposits and credits
Deposits and debits
Withdrawals and credits
Which of the following is a question that investors should ask prospective financial planners:
How many references do I need to provide?
How are your fees structured?
What is your income?
Where did you attend school?
The sales manager at a full-service resort will be using the results of a marketing-research study for PLANNING purposes. Which of the following is a question that the sales manager should ask:
What promotional mix has been the most effective?
Are our guests satisfied with our services?
What new distribution channels could we use?
How can we lower our costs?
Which of the following actions encourages participation in a telephone interview:
Using graphic aids to encourage the interviewee to talk
Promising to send the interviewee the study results
Calling the interviewee's mobile phone
Keeping the interview short---10 minutes or less
When examining two data sets, the hotel manager found that one set had a correlation of +1 and the other had a correlation of -1. what should the hotel manager understand about the strength of the relationship of the two data sets?
The strength of the relationship of the +1 correlation is twice as strong as the -1 correlation.
No relationship exists with the -1 correlation.
The strength of the relationship of the two data sets is the same.
The strength of the relationship of the -1 correlation is less than that of the +1 correlation
Over the years, Splash-O-Rama Water Park has worked hard to develop and maintain an image of a fun and friendly entertainment venue for families. What action can the front-line employees take to maintain this image?
Print flyers to hand out at the entrance that lists the park's daily activities and shows.
Arrive an hour after the park opens to ensure that the park is clean and ready for business.
Develop a public-relations campaign to reinforce the park's commitment to the community.
Learn where activities are located in the park to answer visitors' questions courteously.
A tour operator put together a tour package for baby boomers who are interested in southwestern art. The tour group will visit a variety of locations in the southwest but will operate individually rather than as a guided tour. What factors did the tour operator use to segment the market?
Personality and lifecycle
Gender and culture
Geography and gender
Age and life cycle
A person approaches you at a hotel's front desk and asks for a guest's room number. What should you do to keep that data secure?
Give the person the phone number of the central reservations system to obtain the room number
Write down the room number on a piece of paper so people within earshot won't learn the number
Tell the person that you are not allowed to give out that information
Invite the person to use the house phone to call the guest
Rechargeable batteries are an example of what type of innovation?
Paradigm
Product
Convertible
Categorial
To determine if Ethan is interested in a career in the hospitality industry, he went to work with his aunt at the Rolling Hills Golf Resort once a week last summer to observe how she spends her days. What technique did Ethan use to learn about the industry?
Service learning
Paid internship
Exploratory interview
Job shadowing
In what segment of the hospitality and tourism industry is destination marketing?
Travel and tourism
Assembly and event management
Recreation
Restaurants and managed services
With the upswing in the economy, a major discount hotel chain brainstormed ideas and interviewed a variety of people to generation options for new products. A team determined that the best idea was to open a chain of upscale hotels. The marketing department developed strategies to introduce the new hotel chain. The corporate office created a prototype of the new hotel, opened it to a test market of guests, and decided when, where, how, and to whom to market the hotel. Unfortunately, the new hotel chain failed. What aspects of the new product-development process did the hotel chain fail to do?
Test marketing and commercialization
Concept testing and business analysis
Concept testing and commercialization
Test marketing and business analysis
When people think of Disney World, they know that it's the happiest place on earth; a place where dreams really do come true. The place that Disney World's image occupies in people's minds is known as its
trade character
product position
brand identity
touch points
Inventory at the Fondue Inn was $86150 on April 1 and $66550 on April 30. During the month, retail sales were $350000. What was the Fondue Inn's stock turnover at retail during April?
17.86
0.22
4.58
0.06
Which of the following is an advantage associated with RSS feeds:
They optimize search engine standings
They lack spam
They replace the need for web pages
They enable customization of web content
What technology should a travel agent use specifically to notify clients of web pages of interest?
HTML
Social bookmarks
Search engine optimization
When reviewing color proofs of an upcoming magazine advertisement for an island resort, the resort's marketing communications specialist felt that the ad's colors weren't very noticeable. Which of the following probably caused that problem:
Saturated hues appeared far from each other.
Lighter versus darker colors were used.
Saturated versus desaturated hues were used.
There was little difference in hues.
The marketing director of the Columbus Zoo and Aquarium selected the Halloween theme of "Boo at the Zoo" for this year's special event. What display techniques would be the best to use in the zoo's gift shop to support that theme?
Showcase stuffed animals surrounding a paper mâché witch on a broom stick
Place photos of the zoo animals at varying heights throughout the gift shop
Turn the gift shop into a haunted house with scary noises created by zoo animals
Suspend the word "BOO" from the ceiling throughout the giftshop
As a primary source of law, federal status are enacted by
administrative agencies
the U.S. Supreme Court
the U.S. Congress
the House of Representatives
What might result if a manufacturer begins to sell directly to large businesses rather than through traditional wholesalers?
Exclusive distribution
Horizontal channel conflict
Vertical channel conflict
Reverse distribution
Before organizing an oral presentation, the presenter should
prepare appropriate visual aids
determine the size of the audience
gather information from a variety of sources
determine the purpose or nature of the message.
What aspect of distribution is of major importance to businesses?
Inventory control
Volume discount
Buying process
Vendor selection
Seeing a movie at a theatre would be considered a(n) ______ want.
unlimited
economic
limited
noneconomic
Determine whether the following statement is true or false: Labor unions can affect productivity in the U.S.
False, unions focus on the personal welfare of their members.
True, unions have a positive impact on productivity.
True, unions may demand benefits without regard to productivity.
False, unions do not have an effect on productivity,
Calculate the amount of personal consumption expenditures that will be included in GDP if citizens purchase $8.3 million worth of new products and $1.9 million worth of used cars for their own use; nonprofit institutions purchase $2.6 million worth of goods and services; and the government purchases $3.6 million worth of new equipment.
$11.2 million
$11.9 million
$12.3 million
$12.8 million
Of the following, which is a true statement about change:
People tend to respond well to personal change.
It is the only thing that is constant in our lives.
It rarely causes problems for many businesses.
People tend to feel threatened by change.
Businesspeople who want to be successful in a global market should exhibit
cultural sensitivity
economic nationalism
regional behavior
local protectionism
Which of the following is one of the steps of the formal method of reaching a consensus:
Ask "yes" or "no" questions.
Repeat the revision process.
Explain why you don't like an option.
Discuss your alternatives.
What should a person always do when adapting to a new situation?
Make a choice
Control undesirable circumstances
Resolve a difficult problem
Learn from another person's mistakes
Paul keeps his team focused on the vision even when they encounter negative responses from outsiders and changes in circumstances. Which guideline of sharing a vision does this illustrate?
A. Demonstrating empathy
B. Being flexible
C. Being a good listener
D. Demonstrating integrity
One of the reasons that businesses and consumers use credit is because it provides
collateral
reassurance
interest
convenience
To reduce the time it takes to manually enter marketing-research results into a computer database, many businesses are using
spreadsheet software programs
online security systems
optical scanning devices
frequency distribution applications
Why must the data collected in marketing research be analyzed?
To evaluate the worth of the data
To complete the data collection step
To make sure they are accurate
To make them useful to the business
When should researchers ask potentially sensitive questions during an interview?
Throughout the interview
At the beginning of the interview to get them out of the way
Toward the end of the interview
At the mid-point of the interview to allow time for the researcher to build rapport
Identify the term that best represents marketing's role in society
problem-solver
pionner
peace-maker
producer
When promoting tangible products, marketers often try to add some "intangibles" to their offer. Why is the reverse also true—that service marketers try to add some "tangibles" to their offer?
A. Consumers are wary that they can't return an intangible service but feel better knowing that there are tangibles included.
B. Consumers need tangible "sizzle" added to services to get them interested enough to buy.
C. Services provide incomplete marketing propositions and need tangibles to flesh out the offer to the consumer.
D. Consumers need tangible characteristics as "signals" of quality before they buy.
A legal issue associated with the use of information might involve the violation of _____ laws.
copyright
patent
trademark
contract
Determining which tasks need to be performed and when they need to be completed is an important aspect of project
initiating
planning
executing
closing
Which of the following are examples of overhead costs:
Subscriptions, sales, and taxes
Utilities, insurance, and dividends
Postage, taxes, and insurance
Supplies, dividends, and rent
Which of the following guidelines should you follow when completing a job application form:
Print the requested information in black ink.
Complete the parts labeled for "employer use only."
Identify the minimum salary level that is acceptable.
Leave information blank when it does not apply to you.
Why would a business remove or delete product items or lines from its product mix?
A. To appeal to a new market
B. To offer customers complementary products
C. To increase market risk
D. To avoid legal liabilities
A small retail chain that sells specialized products for sports enthusiasts is located in a resort area that receives most of its business during the summer. To increase year-round sales, management wants to use direct-mail advertising. What format should you recommend that the retail chain use?
A. Niche catalogs
B. Cable television shopping channels
C. Box-holder flyers
D. Computer kiosks
The overall efforts which help to build a firm's clientele include sales activities, the search for new clients, and
A. written instruction manuals.
B. quality maintenance and repair.
C. business services and policies.
D. clear warranties and guarantees.
According Maslow's Hierarchy of Needs, people are first motivated to buy to satisfy _____ needs.
self-actualization
security
physiological
esteem
A coffee shop offers a “Buy One, Get One Free” deal on lattes every Tuesday. If the regular price of one latte is $4.50, how much will the customer pay if they purchase two lattes during the deal?
A. $4.50
B. $9.00
C. $0.00
D. $6.75
Directing occurs at every level and in all departments throughout an organization. This means that everyone from the CEO to first-line managers direct their staff. This best describes how directing is
A. pervasive.
B. continuous.
C. people-focused.
D. creative.
Julia, Davion, and Ahmed each purchased a pair of LeBron James' newest limited-edition shoes. Julia wants to wear them only when she is playing basketball, while Davion plans to wear them as a style choice for everyday use. Ahmed, meanwhile, doesn't plan to wear the shoes at all, as he is an avid collector of basketball shoes. When considering what each individual gets out of the shoes, what type of behavioral segmentation is this an example of?
Occasion response
Loyalty response
Benefits derived
Rate of use
To increase sales, a company decides to lower a product's price significantly. However, to the company's surprise, customers bought less after the price change. This is an example of the importance of setting _____ prices.
demand
realistic
competitive
flexible
Which of the following are essential items to include in a first aid kit:
Bandages and batteries
Gauze and bottled water
Disposable gloves and antiseptic
Ice pack and surgical instruments
Intermediaries like travel agents, online travel agencies (OTAs), tour operators, and wholesalers connect providers with interested customers. Which of the following types of distribution do these intermediaries fall under:
Multichannel approach
Partnerships
Direct channels
Indirect channels
Froot Loops is one of Kellogg's most popular cereals. Each box features Toucan Sam, the cartoon mascot, along with the logo showcasing the circular-shaped cereal bites. In this scenario, which of the following is considered the brand name:
Kellogg's
Toucan Sam
The logo
Froot Loops
Which of the following cybersecurity threats is currently considered one of the most dangerous:
Insider threats
Social engineering
Cloud vulnerabilities
A hotel offers a $100 gift certificate for its spa services. A guest redeemed the certificate for a $120 massage and paid the remaining $20 balance with their credit card. A week later, the guest claimed they were charged the full $120. As the hotel's customer service manager, what is the most appropriate course of action?
Refund the $120 immediately to avoid conflict and ensure customer satisfaction
Consult the spa staff to verify the charges before responding to the guest.
Explain that it was the hotel's mistake but the customer still must pay the full charge.
Apologize to the guest and offer a discount of $20 on their next service.
Which of the following is a strategy for selecting vendors in tourism that involves comparing current vendors with alternatives to determine each vendor's value proposition:
Customer feedback analysis
Process improvement
Benchmarking
Cost optimization
Which of the following is considered a special need that a hotel must accommodate:
Roll-in shower
New set of towels
Late check-out time
Wake-up call
A popular hotel chain wants to conduct an environmental scan. What should it do first?
Analyze important trends.
Determine who will participate in it.
Select issues to act on.
Gather information with a survey.
The goal of many governmental agencies is to protect the
barriers to trade
rights of business
target market
monetary policy
A manufacturing company is well-suited for a divisional organizational structure broken down by
process
job function
customer type
product
Larry's Pro Shop sold $583 000 in merchandise during the year. He paid out $259 000 for equipment, salaries, and utilities. His company had $100 000 left over after taxes. The company's ______ was $224 000
a) gross profit
b) cost of merchandise
c) annual income
d) net profit
What is an important social and cultural factor that has an impact on global trade?
Technology
Language
Politics
Economics
A business's balance sheet lists $2,500 in cash, $6,125 in accounts receivable, $3,775 in inventory, $10,350 in machinery and equipment, and $4,280 in accounts payable. Calculate the business's total assets.
A. $22,750
B. $18,470
C. $15,225
D. $27,030
Why do many companies set a floor limit specifying a maximum amount a customer is allowed to charge to a credit card?
A. To increase the amount of sales
B. To protect the company against fraud
C. To encourage the use of credit cards
D. To prevent fraud from occurring
How does the finance function relate to company spending?
A. It produces reports about spending.
B. It plans and controls spending.
C. It spends on investment only.
D. It does not relate to spending.
You look up to your older brother and his group of friends. Sometimes, what they buy influences what you buy. This is an example of a
A. membership group.
B. reference group.
C. psychological influence.
D. situational influence.
Which of the following is an example of a business using technology to improve the efficiency of its salespeople:
A. Accepting debit transactions
B. Providing laptops, tablets, and smartphones
C. Providing a week of in-person training
D. Installing security cameras
Why do many businesses store information in a computerized database?
A. To transmit documents
B. To communicate with vendors
C. To maintain client lists
D. To monitor economic trends
What might businesses lose if their employees are injured on the job and are unable to work?
A. Assets
B. Benefits
C. Sales
D. Goods
A new airline offers much lower fares than its competitors to attract potential travelers. This is an example of
A. penetration pricing.
B. psychological pricing.
C. price lining.
D. price skimming.
The manufacturer of a defective clock refused to honor the clock's guarantee and give the customer a refund. The customer's right to demand satisfaction from the clock manufacturer is known as
A. legal recourse.
B. a guarantee.
C. a warranty.
D. liability lawsuit.
One of the reasons that direct mail is frequently used as a promotional method by hotels/motels is that
A. direct mail is inexpensive.
B. direct mail is impersonal.
C. hotels/motels focus on having guests return.
D. hotels/motels usually keep guest history records.
Quality management must begin at which level of a company?
A. Organizational
B. Process
C. Job/Performance
D. Departmental
100. Which of the following is the process that involves bringing together the resources that are needed in the production of goods or services:
A. Economizing
B. Management
C. Research
D. Marketing
How can you make sure that none of your social media platforms are neglected?
Post on a different platform every day of the week
Use a content calendar to schedule posts on each platform
Focus on only the platforms that you prefer
Assign a different person to manage each platform
Businesses usually process customer payments by recording the amount of cash receipts and reducing the amount of
accounts receivable!
capital expenditures!
accounts payable!
sales expenses!
A luxury spa has experienced decreased sales. The owner believes the reason is a rise in unemployment in the area. What external environmental factor does this represent?
A. Economic
B. Sociocultural
C. Technological
D. Governmental
When Marlon buys a new oven for his bakery, he receives a three-year warranty from the oven company. If the oven breaks or has any problems within three years, the company promises to repair or replace it free of charge. This is an example of ___________ business risk.
A. avoiding
B. transferring
C. preventing/controlling
D. retaining
Apple produces its MacBook computers in China. In calculating GDP, these computers would be part of
A. the GDP for the U.S.
B. community revitalization.
C. the GDP for China.
D. government purchases.
Matthew received a loan for $20,000 from a financial institution to help him pay for his college education. The loan helped him cover the cost of his tuition while he was in school, and when he graduates, he will repay the financial institution. This is an example of which form of financial exchange?
A. Credit
B. Cash
C. Debit
D. Bitcoin
Determine the number of customers who live in the Northeast and purchased $50 or more worth of goods last month based on the following information compiled from a mail-order business's database: 3,000 total customers; 21% live in the Northwest, 28% live in the Southwest, 27% live in the Southeast, and the remainder live in the Northeast. Half of the customers in each area purchased $50 or more worth of goods last month.
A. 350
B. 360
C. 330
D. 390
Arthur's boss asked him to study his company's sales data from the previous five years to see if there were any trends. After his research, Arthur presented his findings to his boss along with his predictions for the future. This is an example of the process of
A. customer retention.
B. the selling process.
C. competitive analysis.
D. data mining.
A ski resort that is mining data from its database has detected an anomaly (a deviation from standard behavior) that occurred on a holiday weekend. Which of the following is most likely to be the anomaly:
A. Visitors to the website also viewed nearby holiday attractions.
B. The resort was booked to full capacity, predominately by families.
C. Visitors to the website also viewed nearby hotels and restaurants.
D. Food service decreased when the resort was filled to capacity.
We need creativity in communication because
A. email makes communication very difficult.
B. most people don't know how to communicate.
C. not everyone communicates the same way.
D. people get tired of the usual communication methods.
For what aspect of a job-search strategy would you be most likely to use the Internet?
A. Searching for a company's product review
B. Researching prospective employers
C. Determining pending lawsuits against a company
D. Using a search engine to find out what careers pay the most
Blaming others for your mistakes means that you are
being smart and strategic
able to get out of trouble
never going to learn responsibility
giving up control over your own life
Which of the following is a service that is offered by the travel and tourism industry:
Complimentary offers
Group arrangements
Health requirements
Familiarization trips
Mike and Sue need a source of credit to finance the purchase of their first home. Which of the following sources of credit would best fir their need:
Sales finance companies
Credit unions
Savings and loan associations
Commercial banks
Which of the following statements regarding staff statements is true:
It's best to avoid speaking up unless you have a brilliant idea
It's OK to work on other things during a meeting.
Note-taking during meetings makes you seem overenthusiastic.
You should contribute something to every meeting.
What are three types of credit card processing fees?
Balance transfer, assessment, and interchange fees
Assessment, payment processing, and cash advance fees
Interchange, assessment, and payment processing fees
Interchange, interest, and payment processing fees
