Hospitality 325 - Guest Relations Management » Spring 2020 » Quiz 3
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Question #1
Chapter 10 focuses on Strategic Planning for Service. With this in mind, the main facets of “strategy” include:
A.
Objective
B.
Calculated Plan
C.
Common
D.
All the above
Question #2
Ch 10: Strategy is especially important to an organization, and includes the following benefit (s):
A.
All the Above
B.
Ease in Decision-Making
C.
Establish Common Direction
D.
Increased Understanding
E.
Increased Communication
Question #3
Ch 10: A SWOT Analysis is a valuable tool commonly used to establish a starting point in strategic development, and indues:
A.
Threats
B.
Strengths
C.
Opportunities
D.
All the above
E.
Weaknesses
Question #4
Ch 10: The SWOT Anyalysis has two primary components which include Internal Analysis and External Analysis.
A.
FALSE
B.
TRUE
Question #5
Ch 10: The Strategic Service System involves four main components, which are: Purpose, Product, Plan, and _________ (one word).
A.
Perseverance
B.
Purity
C.
People
Question #6
Ch 10: A formal statement that explains the purpose of your business is called the ___________ statement.
A.
Vision
B.
Mission
C.
Charter
Question #7
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.
What is good, what is bad, and what can be changed?
B.
What is involved in your service?
C.
What are the newest trends?
D.
All the above
E.
Are you providing wants and needs?
Question #8
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.
Communication
B.
Empowerment
C.
Price
D.
Any of the above
E.
Customer service
Question #9
Ch 11: After you know what to measure, you need to determine WHO to measure. The possibilities could include:
A.
Can you measure every customer every time?
B.
What if they are repeat customers?
C.
Do you want former, current, and potential customers?
D.
What if you cannot reach them or they refuse?
E.
Any of the above
Question #10
Ch 11: After laying the background work and determining what and who to measure, what follows is HOW to measure, and can include:
A.
Adapt tool or technique
B.
Pilot test
C.
Revise based on results of pilot test
D.
Choose instruments type (tools, techniques)
E.
All the above
Question #11
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.
FALSE
B.
TRUE
Question #12
Ch 11: The term “Psychographics” includes such questions regarding lifestyles, mode of living, needs, attitudes, culture, influences, and hobbies.
A.
FALSE
B.
TRUE
Question #13
Ch 11: The term ____________means: A comparison of best practice methods.
A.
Standardization
B.
Benchmarking
C.
Capitalization
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 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.
TRUE
B.
FALSE
Question #16
Ch 13: Regarding hiring the best candidate, hospitality companies see similar traits, that include:
A.
Do they get along with others?
B.
How do they appear
C.
All the above
D.
Are they sensitive to others?
E.
Can they communicate?
Question #17
Ch 13: Successful hospitality professionals share certain common qualities that include:
A.
Have a genuine desire to please others
B.
Are sincere
C.
All the above
D.
Bring a positive attitude to work, leaving personal issues behind
E.
Are motivated from within
Question #18
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 #19
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 #20
Ch 13: Nonverbal communication that gives clues to one’s underlying premise is the definition of the term ________language.
A.
Sign
B.
Body
C.
appropriate
Question #21
Ch 13: An organizational _________ is the personality of a business, its style, its work pace, its attitude.
A.
Chart
B.
Culture
C.
Attitude
Question #22
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 #23
Ch 14: The process of marketing as it relates to customer service includes certain steps, such as:
A.
Follow-up – Service after the Sale
B.
All the above
C.
Establishment of a Marketing Plan
D.
Analysis and Identification of Needs
E.
Implementation of Controls to Position
Question #24
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.
TRUE
B.
FALSE
Question #25
Ch 14: Market segmentation is the process of dividing the market into groups.
A.
FALSE
B.
TRUE
Question #26
Ch 14: Four of the “4 Ps” or “5 Ps” of any marketing plan include: place, promotion, product, and _______.
A.
Price
B.
Perseverance
C.
Purity
Question #27
Ch 14: Marketing to your employees – conveying information regarding the company to them is called ___________ marketing.
A.
External
B.
Internal
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