An important factor that affects the legal procedure is?
Jurisdiction. Some courts do specific types of disputes etc.
What kind of corporation sells a lot of shares and must reveal complete information about it's financial situation?
An open also know as public corporation where investors can buy stock.
What does the airline have the right to do when booking?
It is legal to overbook a flight.
What service would be distributed by producer to agent to consumer?
Travel Planning, the agent acts as a middle man.
In what situation would vertical conflict in a channel of distribution?
When the manufacturer sells it's products on website.
Vertical conflict in a channel of distribution
occurs when there is disagreement between different levels of members in the same channel
What is a guideline employees should follow to be good listeners?
Ask clarifying questions often.
What is not a barrier to effective verbal communication?
Asking for clarification.
What is a technique that can be used to provide a positive attitude over the phone?
Smile often. They can be "heard" over the phone.
When you know your group's purpose what should you do next in a discussion?
Agree on ground rules for behavior.
What does an enclosure notation in a business letter signify?
Something was sent with the letter.
When developing persuasive business letters it is important for the writer to think about the reader's...?
What is a type of material often included as attachment to the appendix of short reports?
Three types of communication usually found in a business with a formal communication newtwork are:
Downward, Upward and lateral. Communication is often employees to management (upward), management to employees (downward). Lateral is communication at the same level.
When Brian got a new job, he made sure he knew how to use the cash register, became familiar with all the products and prices and kept his work organized. In what way did he demostrate customer service mindset?
Slow/Methodical customers take alot of time to make buying decisions because they are either indecisive or shy. Shy customers are refered to as___________ customers.
A food server who has mixed up an order and brought the wrong menu items is an example of ______ contributing to customer complaints.
What is an example of distribution in the travel and tourism industry?
An airline flying customers to their destination.
Lois is a high school senior who wants to go on her senior trip and have a new outfit for graduation. Unfortunately lois is unable to afford both. Which of the following categories of wants is displayed by lois:
Products that are available when they are needed have a ____ utility.
When customers buy the exact amount of goods that producers are selling at a specific price, the ____price exists.
Equilibrium. Also called market clearing price.
One of the responsibilities of the business activity mof human resources management is to?
When a business keeps a risk because management is unaware of it, the business is _______ the risk.
Indirect cmpetition occurs only between businesses that_______?
Offer dissimilar products.
What is an advantage of specialization of labor?
What is a business calculating when it determines how much it earns from the sale of one additional
Marginal revenue. Marginal revenue is the change in revenue generated by the sale of one additional
An import ant personality trait in hospitality and tourism is leadership, which is demonstrated by
individuals when they:
Guide the actions of others.
Which of the following is a way to show interest and enthusiasm:
Your supervisor has given you a job to do which must be completed before you leave for the day.
Another employee has finished her assignment and offers to help you. This person is demonstrating
When Mary filled out her expense account, she included the cost of a breakfast that was actually free
with her hotel room. Mary's action is a form of
Feedback that you receive from self-evaluation is called __________ feedback.
Internal. This is information you obtain by constantly monitoring your own actions.
One of the barriers to assertiveness for some people is that they
Believe they have no control over their behavior.
How does a group reach a decision by consensus?
Each member agrees to the same course of action.
A change leader might find it difficult to get support from others in a group because the others may
Fear the unknown.
To develop effective political relationships within an organization, it is important for an individual to
Be a team player.
What do companies try to accomplish when extending credit to customers?
Increase sales. Credit encourages customers to buy more freely, which helps the business extending
credit to increase its sales.
In what primary way does a T account benefit an accountant in maintaining financial records?
Shows the parts of a business transaction.
Managers who make a return on the business investment are
Making a profit.
Business accounting information often is summarized in which of the following types of financial
Balance sheet. A balance sheet is a financial statement that captures the financial condition of the
business at that particular moment.
What do businesses often need to do to continue operating when they experience negative cash flow?
Income from sales, cost of goods sold, gross profit on sales, operating expenses, and net profit or loss
are all part of a(n
Income statement. An income statement is a financial summary that shows how much money the
business has made or lost. It is also called a profit-and-loss statement.
Finance is the business function that involves managing
Which of the following is an advantage of a rolling budget?
It allows you to have a year-long budget in place at all times.
Which of the following is an example of helpful, printed information that businesses often give new
employees during orientation:
Which of the following pieces of marketing information would be most useful to hotel staff wanting to
personalize a repeat guest's stay at the hotel
Room accommodations that the guest has selected in the past.
Which of the following statements regarding using the Internet to administer questionnaires is true:
Respondents are more likely to misunderstand online questionnaires.
Research data displayed in charts, tables, and maps are an example of
Graphic presentation. Businesses often include research data in reports in order to communicate the
information to others.
Why do business managers often prepare and use presentation software to support reports?
To simplify complex information.
What do business managers often prepare for other managers in the company to provide research
information that will help with the decision-making process
The development of goods and services that best satisfy consumer needs and wants is a major goal of
Which of the following is a characteristic of travel and tourism marketing:
Variable. Travel and tourism marketing involves the marketing of services to customers who participate in
producing and experiencing the services
One reason that hotels create guest history records is to provide information for use by the hotel's
Internet Explorer is an example of __________ software
A hotel wants to purchase computer software that would store, manage, and retrieve customer
information in order to better serve customer needs and increase sales. What type of software should the
Hospitality and tourism businesses maintain accurate records of their income and expenses in order to
comply with the government's
Tax laws. Hospitality and tourism businesses keep records about their income, expenses, and equipment
depreciation because they are required by law to file tax returns.
Maintaining comprehensive records about its customers' purchasing habits helps a company to
Plan future business activities.
One reason why it is important for hospitality and tourism businesses to identify and respond to current
business trends is to
Companies obtain internal information about their various business activities to operate effectively by
While conducting an environmental scan, a convention bureau obtained information revealing that
consumer confidence was gaining strength in the nation. This is an example of a(n) __________ factor.
Which of the following is a growing trend that is having a significant impact on the hospitality and tourism
Flexible work schedules.
Which of the following is a true statement about accident prevention:
Employees can reduce their risk for accidents by practicing good health habits.
To prevent point-of-sale fraud, businesses usually use
Specific credit-card procedures.
What do managers often do after a project has been successfully completed?
Prepare a report.
Obtaining goods that will satisfy the needs and wants of a business's customers is a function of
While an adventure tour guide is leading a white-water rafting group, a group member falls and breaks an
ankle. What are the primary provisions the guide needs to help the injured group member?
Medical kit and cellular phone.
Which of the following is a reason why hospitality and tourism businesses try to decrease their operating
To increase profit.
Which of the following would not be part of the responsibilities of a hotel's maintenance department:
Access control systems, video systems, and cash-control devices are all
Businesses that ask several vendors to submit prices before making a purchasing decision are managing
A hotel's employees are usually expected to dress in a manner which reflects
The business's image.
It is usually most effective for goals to be phrased in __________ terms.
Specific. Goals should be as specific as possible, not stated in general terms.
Eric earns extra money by giving riding lessons to elementary-school students at a summer camp.
Today, one of his young students nearly falls off the horse and starts crying. Eric isn't sure how to calm
the student's nerves. This is an example of a __________ problem.
One of the most effective methods of locating job leads is asking for tips from
Matt just received a letter telling him that someone else had been hired for a job for which Matt had been
interviewed. Since Matt didn't get the job, does he need to write an interview follow-up letter to the
Yes, he should already have sent a follow-up letter.
Publications that provide specific information about particular fields and new products and styles are
Trade journals. These publications, also known as trade papers, enable businesses to keep abreast of
current trends in the field.
Lisa is opening a new bed and breakfast and might benefit from joining a hospitality trade association
because she can
Network with others who have expertise in the industry.
Which of the following is a hospitality and tourism business that focuses its efforts on providing shelter for
Which of the following is a factor that may have an effect on the prices of hospitality and tourism
What is the core product that cruise lines provide passengers?
Transportation. In the hospitality and tourism industry, the core product is the primary service that is
A large company that owns a chain of economy hotels recently developed plans to start a chain of
upscale hotels. This is an example of
Product extensions. A product extension is a good or service added to an existing product line or product
A representative from a local distributor shows you calendars featuring photos of the most scenic
locations within the community, a board game developed by the local chamber of commerce, a Fourth of
July banner, and a holiday ornament designed by senior citizens. If your Welcome Center specializes in
selling community-based products that can be promoted throughout the year, which would you buy?
Which of the following is a consideration when a restaurant is selecting suppliers
The dependability of the supplier
An e-mail consisting of words on a screen that one hotel employee sends to a coworker is an example of
Which of the following is a purpose of using color in advertising:
To affect a mood.
An important aspect of typography in advertising involves the effective use of
Which of the following often is an important part of creating effective advertising layouts:
Using a large visual.
Certain types of drawing media make it possible to
Modify existing photographs.
Which of the following has a significant impact on the composition of a print ad:
The statement, "For a brochure that tells the whole story of Ebony Resorts, call your local travel agent or
1-800-555-5555," at the end of an advertisement is an example of a
Before returning an advertising proof to the newspaper, the advertiser should
Check for and mark all errors in the ad.
Participating in community outreach activities might be considered a form of
A travel agent who prepares a factual announcement and asks the media to present it free of charge to
the public is
Using a News Release.
Asking customers to sign a guest book during a restaurant's grand opening provides an opportunity to
Create a mailing list.
Which of the following is an example of the pyramid type of display arrangement in a restaurant display:
Many levels of menu items that rise to a narrow point.
Presenting fresh merchandise and keeping displays spotless are two important activities in __________
Which of the following examples best illustrates the concept of promotion in the hospitality and tourism
Marriott provides a home page on the Web and offers online booking for locations worldwide.
A hotel purchases theater tickets for upcoming plays, arranges discounts at local restaurants, and
advertises that, for one price, a guest can stay at the hotel, receive two tickets to a play, and a discount
on meals. This special promotion is known as a(n) __________ plan
Servers who can easily sell patrons additional food or beverage items they had not originally planned to
buy are using __________ selling.
Which of the following steps in the selling process would salespersons take first:
What hospitality service is a hotel employee most likely to recommend to a guest with young children?
What is the most efficient way to follow procedures for processing complimentary offers, coupons, and
discounts at an amusement park?
Follow the instructions on the computer terminal screen.