WorksheetsHospitality and Tourism Cluster Exam
Total questions: 100
Worksheet time: 50mins
This is a timed, comprehensive exam for the occupational area identified above. Do not open this booklet until instructed to do so by the testing monitor. You will have _____ minutes to complete all questions.
The number of minutes is not specified in the image.
30
60
90
Which of the following situations can a company's employees avoid by using the same integrated business software suite:
The need to proofread documents
The need to convert files
Misaddressed emails
Data-entry errors
Kyle and his coworkers have been brainstorming all afternoon, and they're starting to get tired. It's a nice day, so they decide to go outside for a while. This is an example of the creative technique of
changing your environment.
framing the problem differently.
role-playing.
adopting a positive attitude.
Rob has a job interview this afternoon. In the morning, he goes over his other job offers to figure out which job he will accept (and what the salary and benefits are) if this employer doesn't offer him a position. Rob is developing his
style.
role.
BATNA.
walk-away point.
To ensure the verbal directions that a speaker gives to group members are accurate, the speaker should
visualize themselves following the directions.
repeat the directions in a low tone of voice.
have the group recite the instructions aloud before beginning.
use sign language to support the verbal instructions.
Alison is facing a situation in which she has to decide whether something is right or wrong. Alison is likely facing a(n)
regular dilemma.
everyday problem.
ethical dilemma.
difficult situation.
Demarco is working on a marketing campaign for the Saint Michael Hotel, an upscale modern hotel. Which of the following should Demarco do to differentiate the hotel:
Advertise midweek discounts similar to other area hotels
Advertise the hotel's luxurious linens and unique modern furnishings
Advertise the hotel's close proximity to other hotels and restaurants
Advertise the city's unique shopping districts and attractions
What is the primary reason why a budget is an essential financial tool for a company?
Money is a limited resource, so it must be carefully managed.
Money is an unlimited resource, so it must be carefully managed.
A budget helps a company predict company growth.
A budget helps a company identify business opportunities.
Which of the following happens when employees control business expenses by treating customers in a professional manner:
Customers are retained.
Customer complaints are maximized.
Market share is decreased.
Employees' working hours are increased.
Student loan debt is considered to be a(n) __________ when calculating personal net worth.
liability
uncertainty
asset
financial tool
During certain times of the year, Sparkle Janitorial Supply Company keeps extra mop buckets and cleaning carts on hand to avoid customer backorders. What type of inventory is the company maintaining?
Just-in-time
Manufacturing
Aggregate
Buffer
Lerato is participating in a staff meeting. She studied the topics before the meeting, is asking questions at the right times, and is very alert and attentive. What else should she do during the meeting?
A. Dominate the conversation
B. Only speak when she agrees with others
C. Ask fewer questions
D. Take notes
Which of the following is a reason why finance professionals act unethically:
No codes of ethics
Limited consequences
Pressure from their supervisors
Lack of legal regulations
Descriptive statistics consist of three basic categories of measures, including measures of central tendency, variability, and
functionality.
direct distribution.
variability.
frequency distribution.
Mitali is considering buying stocks in a few corporations. She knows there's a chance that she could lose money, but she's willing to risk it because of the potential
collectibles.
real estate.
return.
loss.
A current issue in the travel and tourism industry concerns developing facilities that are
supported by government funding.
sensitive to the environment.
appealing to all market segments.
located in populated areas.
If you want to correctly write a check, it's important that you
have at least the amount of the check in your checking account.
use a different signature every time you write a check.
sign your name in the “Pay to the Order of” space.
write the amount of your payment in the “Memo” space.
Which of the following is a function of administrative law:
Appeal of criminal acts
Ratification of treaties
Control of conduct
Passage of statutes
One of the ways in which businesses can use promotion effectively is to
educate consumers.
reduce operating expenses.
overcome merchandising weaknesses.
compensate for inadequate facilities.
In May, Rekira placed a monthly order for boxes needed to package cupcakes for the Take-a-Cake Bakery. She estimated how many boxes to order by looking at cupcake sales reports for the past 3 months. In June, when the bakery started its busy season of graduation parties and weddings, there were not enough boxes available to package all the cupcakes that were ordered. What figures should Rekira have used instead when estimating the number of boxes needed?
Number of cupcakes made last June
Number of boxes ordered last year
The bakery’s yearly cupcake sales
Number of cupcakes made last month
Which of the following is an example of an intangible product:
A. A tennis uniform
B. Tennis lessons
C. Tennis shoes
D. A tennis racket
Which of the following statements best describes office politics:
Engaging in office politics will advance your career.
Engaging in office politics responsibly can be beneficial.
Office politics are damaging to work relationships.
Office politics are negative and should be avoided.
Artem displays interest and excitement when giving a tour to people visiting an important historic city. He is a successful tour guide because he demonstrates
teamwork.
empathy.
cultural sensitivity.
enthusiasm.
If an employee suffers a minor burn on their hand, what should they do?
Break open any blisters that form
Avoid taking pain medication
Flush the burn with cool running water
Apply ice to the burn
A marketing researcher classifies elements of a database into several groups that possess similar variables. What method is the researcher using to analyze information?
Semivariance
Fragment
Cluster
Semistructured
Bernard's company creates a marketing campaign that runs in a foreign country. After the campaign runs, he hears that people in the foreign country were greatly offended by the word choice and images used. Bernard doesn't understand what was offensive about it. His company failed to take __________ differences into account.
educational
technological
industrial
cultural
A company produces only one type of shoe, since this is the product it is best able to produce with its resources. This is an example of
division of labor.
competitive advantage.
specialization.
productivity.
Which of the following is an example of primary hospitality and tourism market information:
Information gathered from surveys and field tests
Data published from a research organization
Data collected from a study by a trade association
Information compiled by a government agency study
Determine whether the following statement is true or false: Promotional material prepared by a salesperson's company is a worthwhile source of selling information.
False, the only purpose of promotional material is to lure clients to the business.
False, it provides information about current promotions and those of the competition.
True, it provides up-to-date information about products.
True, the purpose of promotional material is to close sales.
Which of the following is a disadvantage of keeping digital records:
They can become inaccessible due to obsolete technology.
They are more difficult to retrieve than paper records.
They are typically expensive to store.
They are unreliable and easily lost.
Which of the following is an example of a stereotype that could prevent workplace diversity:
Larissa generally does not like people who are from different countries.
Deja only collaborates with coworkers who are her personal friends.
Ronnie delegates the easiest tasks to Heidi because he wants to go on a date with her.
Joe does not hire women to be drivers because he believes they are more accident-prone.
Premiums, coupons, point-of-purchase displays, contests, and dealer incentives are all examples of the form of promotion known as
advertising.
personal selling.
publicity.
sales promotion.
Which of the following items outline the details of a purchase from a vendor and benefit businesses by ensuring clear communication with vendors, preventing duplicate requests, and once signed, acting as legally binding documents:
Vouchers
Purchase orders
Purchase requisitions
Invoices
Samantha owns a small bed-and-breakfast and is approached by someone interested in buying her business. To assess the value of the potential purchase, the buyer requests information about the money the business has made and lost over the past several years. The buyer most likely wants to review the business's
pricing objectives.
social media accounts.
balance sheet.
income statement.
When a customer service representative is trying to solve a customer's complaint, it is important for them to
prevent customers from venting frustrations.
avoid apologizing.
display a positive attitude.
ask as few questions as possible.
To win customers and stay competitive within the market, many hotels
purposefully charge more than competitors.
ask competing hotels to lower their rates.
pressure customers into paying for upgrades.
match the prices of competing hotels.
When identifying the necessary equipment and supplies for a project, it is important that these resources
meet the requirements of the project.
are easy to obtain and use.
are available in-house.
belong to local organizations.
Products in the hospitality and tourism industry can best be described as
interpersonal.
experiential.
controversial.
nonverbal.
The local movie theater is experiencing a decline in business because a new zoo attraction is drawing record crowds. What type of competition is the theater experiencing?
Brand
Substitute
General
Direct
Which of the following is a factor that would encourage businesses to start a business at a particular location:
Easy access to competitors' products
Easy access to natural resources
High unemployment rates
Strict government regulations
Which of the following statements is true regarding the development of the hospitality industry:
Increased tourism activity has created a lower demand for hospitality services.
Political factors do not influence the need for hospitality services.
Transportation advancements increase the demand for hospitality services.
The hospitality industry has experienced little change in the past century.
Zara and her vendor-selection team are responsible for choosing a fruit supplier for their new bakery. First, the team reached out to many possible vendors. Then, they created a short list from which a final decision will be made. However, Zara and her team are having difficulties making a decision. What important first step did Zara and her team forget to complete?
Developing a contract negotiation strategy
Discussing and defining the team's criteria for a vendor
Requesting that vendors include quotes with their proposals
Performing interviews to see what vendors are like in person
The types of emergency evacuation procedures that a business implements are dependent upon the
business's goals.
business setting.
business's financial standing.
organizational design.
In searching out suppliers, industrial purchasers should obtain __________ from potential vendors.
buying plans
resource files
purchase orders
price quotes
A selling activity that helps salespeople build a clientele is
follow-up.
substitute selling.
comparison shopping.
commission.
Which of the following is information that a hotel can most likely find on social media:
How much time a customer spent in the hotel room
The number of times a customer booked a hotel this year
The customer's room number at a hotel
A customer's honest opinion of a hotel
To celebrate “Spring Chicken Days,” Clucky’s Lucky Chicken restaurant issues discounts every year that are only good during specific weeks in April. What type of discount does Clucky’s offer?
Buy-one-get-one
Premium
Limited-time
Bounce-back
When it comes to customer service in the hospitality and tourism industry, which of the following statements is true:
Customers are not needed for the industry to thrive.
Customers often avoid sharing bad experiences with others.
Customers typically share good experiences with others.
Customers don't choose businesses based on customer service.
Jordan takes time to follow up with his clients on a regular basis and lets them know about new product releases and updates. He makes sure that he answers his clients' questions and resolves their problems quickly. Jordan is carrying out activities that relate to
business operations management.
customer relationship management.
human resource management.
product/service management.
Should companies use technology obsolescence to improve digital security?
Yes. Technology obsolescence helps protect against cyber criminals.
No. Technology obsolescence impacts customers, not companies.
Yes. Technology obsolescence gives companies updated software.
No. Technology obsolescence can negatively impact data security.
The primary purpose of building political relationships in the workplace is to
reduce internal conflict.
create a competitive environment.
influence others' behavior.
get ahead at any cost.
One of the primary purposes of an exit interview is to
capture the exiting employee's relevant knowledge about their job experience.
set boundaries for any ongoing communication between the employee and the company.
intimidate the employee into staying with the company instead of leaving.
inform the employee about the company's hiring intentions once they leave.
When answering the phone, hotel employees should
immediately state the hotel's cancellation policy.
say the name of the hotel that the caller has reached.
hang up if the caller cannot be understood easily.
assume that all callers are seeking a reservation.
What should you do if you disagree with something that a speaker says?
Leave the situation immediately.
Avoid negative body language.
Express your disagreement verbally so the speaker has a chance to reply.
Agree with the speaker anyway so you do not offend them.
Compared to those who are not inspired, inspired people are generally more
resistant to new experiences.
pessimistic about the future.
driven to master their work.
disengaged from their work.
What is a disadvantage of entrepreneurship?
Personal satisfaction
Lower taxes
Fewer resources
Uncertain income
Motel front desk clerks confronted by an armed robber should
write down a physical description of the robber.
attempt to distract the robber by trying to take the weapon.
remain calm and not place themselves or others in jeopardy.
immediately activate the alarm system and call the police.
To control its risk of financial loss of business assets, such as buildings, equipment, and inventory, the CNP Company should
borrow funds to reduce the need for insurance.
obtain adequate property insurance.
purchase additional disability insurance.
pay insurance premiums on a quarterly basis.
The capability of many customers to bypass travel agents when booking trips is one way that the travel and tourism industry has been impacted by
technology.
deregulation.
commercialization.
information.
To add an extra layer of protection, businesses should use __________ when employees log into certain programs.
phishing strategies
multifactor authentication
consistent passwords
cloud storage
Which of the following is an example of an external factor that affects the selling policies of a business:
Corporate goals
Human resources
Capital resources
Actions of competitors
Which of the following best represents a business with a narrow product mix:
It offers significant variation of its products.
It offers many product lines.
It offers few variations within the product line.
It offers a limited number of product lines.
What type of plan do businesses often implement when an original plan fails to produce the desired results?
Production
Strategic
Contingency
Communications
Which of the following is an example of secondary hospitality and tourism market information:
Data compiled from a focus group
Information published by a trade organization
Data collected from an online survey
Information gathered from an interview
The most important reason for salespeople to follow up a sale is to
obtain more information.
satisfy the sales manager.
gain extra commissions.
reassure the customer.
In the past, companies established floor limits on company credit cards to protect themselves from the potential losses of fraudulent charges. Which of the following is the main reason floor limits have since faded in importance:
The threat of credit card fraud has reduced dramatically in the last decade.
Floor limits have become increasingly inconvenient for companies making large purchases.
Merchants are required to contact the company directly to verify every company transaction.
Today's cards carry validation codes that are used to verify transactions.
Which of the following is wise advice for someone making a presentation to an audience of analytical communicators:
Present the results, not the process of arriving at them. Focus on starting and finishing on time.
Begin the presentation with an icebreaker. Involve the audience in group activities.
Present detailed facts, figures, and data. Be prepared for difficult questions.
Allow time for the audience to share personal stories. Focus on appearing friendly.
Lily is the last employee to leave the building today. To reduce the risk of theft, Lily should __________ before she __________.
set the security alarm; locks the doors
turn off the lights; sets the security alarm
adjust the thermostat; turns on the surveillance camera
turn on the surveillance camera; adjusts the thermostat
Successful hospitality businesses often hire temporary staff during
touchpoints.
residence times.
peak seasons.
critical moments.
To calculate free cash flow, you need to subtract __________ from __________.
current stock price; cash flow per share
cash flow from operations; capital expenditures
cash flow per share; current stock price
capital expenditures; cash flow from operations
Ryan is working with his marketing team to set goals and create a budget for the upcoming year. Which marketing function is Ryan performing?
A. Market planning
B. Product/Service management
C. Selling
D. Pricing
Riley loves talking to people, so she always goes out of her way to ask customers for feedback and gets to know them personally. This is an example of how
a company's culture affects its customer service.
employees should try to keep their distance from customers.
extraverted people have a higher success rate in hospitality.
an employee's personality impacts customer service practices.
Which of the following is a visualization tool that involves observing product flow throughout the organization to determine waste and inefficiencies:
Value stream mapping
Reverse audit
Fishbone diagram
80/20 rule
A museum conservator would most likely be part of which of the following hospitality and tourism categories:
Travel and tourism
Food and beverage
Recreation
Lodging
Reece works for a hotel, and many of his customers are business travelers. When he learns that a customer is traveling for work, he automatically shows them where the hotel's business center is. Reece is
making unfair judgments.
using an aggressive selling tactic.
using secondary marketing data.
anticipating unspoken customer needs.
Most hotels now offer guests the option to reuse their bath towels instead of receiving new ones each morning. This is an example of how the hospitality industry has embraced
recycling and waste reduction.
water and energy conservation.
organic cleaning products in guest rooms.
the elimination of toxins in bath products.
Why is it important for a business to identify its product's competitive advantage?
To develop an appropriate marketing strategy
To evaluate the marketing research process
To plan a distribution system
To create a realistic trademark
How can the use of descriptive statistics help a business with its decision-making?
They provide leaders with a biased market outlook.
They help managers make hasty decisions.
They can point out relationships between variables.
They help increase materials used in production.
Sage is a travel agent helping a couple book an international trip for their honeymoon. While arranging the couple's itinerary, Sage calls the airline and confirms that it will have two gluten-free meals available for her clients on the flight. What is the purpose of Sage's call?
To make sure the aircraft is accessible
To accommodate the couple's special needs
To deliver consistent service for all clients
To check the airline's contact information
How can a business help employees improve their performance to achieve its organizational goals?
Adjust expectations
Simplify processes
Evaluate profitability
Provide feedback
A contract can be either binding or nonbinding. A contract is considered nonbinding when
an offer from one party is made and the other party accepts it.
there is a promise in the contract that all parties agree to fulfill.
a person signing the contract has the legal ability to do so.
a promise in the contract can't be enforced by a court of law.
Which of the following is a sign of employee stress:
Absenteeism
Greater productivity
Fewer complaints
High morale
After learning everything that you can about conflicting viewpoints, you should
engage in debate.
be patient.
carefully reflect.
write a report.
When a competing product that offers additional benefits enters the market, it may cause a business's similar product to
need test marketing.
sell better.
have greater demand.
become obsolete.
To accommodate guests and employees who have physical impairments or disabilities, some jurisdictions require hospitality businesses to widen doorways, add braille symbols to elevator buttons, and
maintain cleanliness standards.
install ramps near steps.
provide concierge services.
post their room rates in the lobby.
Susan's hotel has implemented a mobile check-in option, allowing guests to check in from their phones and skip the lobby line. This is an example of building a relationship with guests based on
location.
convenience.
price.
quality.
Which of the following best exemplifies an individual's career progression:
Sales representative, sales director, operations manager
Advertising coordinator, promotions manager, vice president of marketing
Lead buyer, assistant buyer, finance manager
Accounts receivable clerk, production manager, human resources assistant
The freedom to own private property allows people in a private enterprise economy to earn the income they need to
function in a group.
work together.
live independently.
share experiences.
Security considerations are important in the travel and tourism industry because tourists are often
prone to injury.
targets of crime.
part of a group.
looking for trouble.
The restaurant server asked Jamie whether he would like another beverage. Jamie responded, "I'll have a glass of iced tea." However, the server never brought the beverage. The main reason for Jamie to complain is the
personnel.
business.
product.
price.
The unemployment rate is a(n) ____________ indicator.
coincident
lagging
leading
irrelevant
Which of the following situations negatively impacts a hotel's ability to hire local community members as entry-level employees:
A. A low federal minimum wage
B. Lack of higher education opportunities
C. Increased lodging sales tax
D. A high cost of living
Which of the following is a hospitality and tourism business that focuses its efforts on providing shelter for travelers:
Airline
Restaurant
Motel
Tour wholesaler
The Breckenridge Hotel installed a kiosk in its lobby that allows guests to check in and check out quickly without assistance from hotel staff members. This automated service benefits the hotel because it lowers
billing errors.
security needs.
labor costs.
maintenance problems.
Why is it important to be patient when learning to exhibit cultural sensitivity?
You'll never make mistakes.
You will definitely offend someone.
It's a lifelong process.
It's a one-time goal.
Which of the following is an advantage of family branding:
Each individual brand has its own unique identity.
A product of poor quality can affect the image of other products.
It's easier to add new products to current promotional campaigns.
It allows a business to sell to very different markets.
Which of the following trends resulting from the use of cell phones is most likely to impact how hotels conduct business:
More room reservations are booked online or via apps.
More energy is used to charge cell phones.
Guests watch less TV.
Guests expect Wi-Fi service.
A new technology startup is likely to choose a __________ organizational structure.
flexible
formalized
wide
narrow
Which of the following is a positive moment of truth:
A sales representative exceeds their sales quota for the year as a new hire.
A manufacturer develops a new product model in less time than the original.
A business announces to its shareholders that it has doubled its annual profit.
A customer finds chocolates on their hotel room pillows after checking in.
When marketers sort customers psychographically, they divide them by
lifestyle habits.
loyalty to a brand.
level of education.
likable traits.
