Hospitality & Tourism

Question 1

Calculating discount

Answer 1

Turn the percentage into a decimal and multiply it with the total # of eligible items

Question 2

Finished goods

Answer 2

Ready-to-sell products (computer, car…)

Question 3

Special order

Answer 3

Customizing product

Question 4

Blanket order

Answer 4

A big order split into smaller deliveries

Question 5

Standing orders

Answer 5

Regular orders that happen again and again

Question 6

Open order

Answer 6

An order without exact details decided

Question 7

Brand identity

Answer 7

Logos, colors, DESIGN

Question 8

Brand image

Answer 8

Personality, reputation, customer experiences

Question 9

Touchpoints

Answer 9

When customers talk to or interact to the business (front desk)

Question 10

Critical moments

Answer 10

When customers need help

Question 11

Peak seasons

Answer 11

Busy times (holidays) NEED TEMPORARY STAFF

Question 12

Residence times

Answer 12

How long a customer stays

Question 13

Corporate finance

Answer 13

Managing money (CREDIT ANALYST)

Question 14

Invoices

Answer 14

Legal documents

Question 15

Hyperlinks

Answer 15

Clickable links to other websites

Question 16

A way to prevent breaches of digital customer data is to

Answer 16

Collect as little data as possible

Question 17

Liability

Answer 17

What’s borrowed (or owes)

Question 18

Sample

Answer 18

A smaller group taken from larger one (selected)

Question 19

Framework

Answer 19

An organized structure or system

Question 20

Subset

Answer 20

Part of a whole group

Question 21

Consensus

Answer 21

General agreement among a group

Question 22

Indifferent

Answer 22

Not caring/showing little interest

Question 23

Superior

Answer 23

Thinking you’re better than others

Question 24

A concern when emailing

Answer 24

Emails can be forwarded to others

Question 25

Positive moment of truth

Answer 25

Small but important experience that leaves a good expression on a customer

Question 26

Large impact on hospitality and tourism was

Answer 26

Introduction of trans-Atlantic flights

Question 27

Sweepstakes

Answer 27

A contest where participants can win a prize (exotic cruise)

Question 28

Rebates

Answer 28

Partial refund/discount given after a purchase

Question 29

Net income

Answer 29

Sales-(cost of goods sold+operating expenses) If the answer is negative then it’s a loss if positive then it’s an income

Question 30

Employee pilferage

Answer 30

When employe steals form their workplace (Padding on expense account)

Question 31

Public relations

Answer 31

Managing hotel image/reputation

Question 32

Distribution channels

Answer 32

The ways customers can books a rooms (Expedia)

Question 33

When reconciling cash receipts

Answer 33

Voided & refunded transactions are subtracted from total to find the net intake

Question 34

Referrals

Answer 34

Recommendations from customers to others

Question 35

One of the best ways to demonstrate exemplary customer service in the hospital in tourism is to

Answer 35

Be proactive which means taking action to address customer needs before they ask

Question 36

Audits

Answer 36

Checks to ensure information is correct and legal

Question 37

The marketing function of selling involves

Answer 37

Planned communication

Question 38

Upselling

Answer 38

When someone tries to get you by something more expensive

Question 39

Trademarking

Answer 39

Officially registering a logo name or slogan trip protected from being used by others

Question 40

To patent

Answer 40

Legally, protecting an invention or unique process

Question 41

Hotels resort and transportation entities use what to expedite reservation process for customers

Answer 41

Online booking

Question 42

Legitimate power

Answer 42

Person’s position role

Question 43

Coercive power

Answer 43

Ability to punish or control

Question 44

Analytics benefit

Answer 44

Measuring the success of marketing campaigns

Question 45

Ethical principles

Answer 45

Beliefs that stay the same in every situation

Question 46

Ethical consequences

Answer 46

Judging actions based on their outcomes

Question 47

Situational beliefs

Answer 47

Changing beliefs, depending on the situation

Question 48

Volume of production

Answer 48

The amount of goods a country makes

Question 49

Integrity

Answer 49

Having strong moral principles

Question 50

Budget plan

Answer 50

Paying same amount each month

Question 51

Open plan

Answer 51

Paying all the money you owe each month

Question 52

Revolving plan

Answer 52

Paying part of the balance each month and borrowing more as you pay

Question 53

Personal selling

Answer 53

Direct communication between a sales person and a customer to persuade them to make a purchase

Question 54

Zero moment of truth

Answer 54

When customers share their thoughts after buying a product

Question 55

Legitimate investment

Answer 55

Opportunities that are legal safe and realistic

Question 56

Brand que

Answer 56

A visual reminder that represents the print values (poster or slogan)

Question 57

Master budgeting

Answer 57

A budget that covers all areas of a business or department

Question 58

Zero-based budgeting

Answer 58

Demonstrating the need for every expense and not relying on historical data

Question 59

Repertory grid

Answer 59

Capturing knowledge in a table by grouping similar variables, concepts, or properties