Important Fajar Secondary School exam

Question 1

Why is it important to cross present merchandise?

Answer 1

To encourage customers to buy more.

Question 2

What is the term for ‘Hospitality’?

Answer 2

Hospitality refers to the warm and friendly way in which a host receives his guest.

Question 3

What is a store layout?

Answer 3

It divides the store floor space carefully into different areas of categories. Each area selling a specific range of products.

Question 4

What is a store design?

Answer 4

It is based on the theme for the design of the store.

Question 5

What is the purpose of promotion?

Answer 5

To influence the attitudes and behaviour of target customers so that they will buy the products.

Question 6

What are some of the promotion techniques?

Answer 6

Sales promotion, Personal selling, Direct marketing and Public relations.

Question 7

What are some pricing techniques?

Answer 7

Odd-even pricing, Product-bundle pricing, Product-line pricing, Optional-product pricing and Promotional pricing.

Question 8

What are some methods of market survey?

Answer 8

Telephone survey, Internet survey, Postal survey and Personal survey.

Question 9

Name some front-of-the-house job.

Answer 9

Valet, bellhop, receptionist, conceirge.

Question 10

Name some back-of-the-house job.

Answer 10

Chambermaid, Security officer, Human resource manager, Chef.

Question 11

Name some of the internal communication.

Answer 11

Housekeeping staff, Security officer.

Question 12

Name some of the external communication.

Answer 12

Hotel guests, taxi drivers.

Question 13

State 3 factors to consider when choosing a location.

Answer 13

1. Whether it is centrally located
2. Volume of human traffic
3. Whether it is easily accessible to public transport.

Question 14

Name some ways of displaying data collected from a survey.

Answer 14

Pie Chart, Bar Chart and Line Chart

Question 15

State 3 factors that must be considered when planning itineraries.

Answer 15

1. Timing
2. Routing
3. Suppliers

Question 16

Identify 3 pieces of information you will need from the customers before planning the itineraries for them.

Answer 16

1. Time of arrival/departure
2. Attractions to visit
3. Number of days for the four.

Question 17

What are the differences between resort and a hostel?

Answer 17

Resort is located near the theme park but not hostel. Hostel is dormitory style but resort is not.

Question 18

What do concierge do?

Answer 18

Concierge is someone who helps hotel guests with their special requests during their stay.

Question 19

What do accountant do?

Answer 19

Accountant helps to take care of the hotel’s finances.

Question 20

What do the wait staff do?

Answer 20

Wait Staff attends to the guest needs in the restaurant.

Question 21

What does bell staff do?

Answer 21

Bell Staff helps to carry the guests luggage to their hotel rooms.

Question 22

What does the receptionist do?

Answer 22

Receptionist helps to check-in the guests in the hotel.

Question 23

What is communication?

Answer 23

A process by which a (sender) conveys a message to another person (receiver).

Question 24

Describe 3 ways to show the hotel guests that you are listening to them.

Answer 24

1. Maintain eye contact
2. Nod the head to acknowledge what they said
3. Ask questions or take down notes

Question 25

Why do we have to communicate clearly to hotel guests and colleagues?

Answer 25

Guests and colleagues have to understand the message you want them to know. It can also prevent miscommunication that can lead them to misunderstanding.

Question 26

Explain 2 benefits of providing good customer service to customers.

Answer 26

1. Gives good image of the business | 2. Make customers happy and satisfied.

Question 27

Describe how you would handle the customer's complaint.

Answer 27

Apologies to the hotel guest. Show that you understand the inconvenience that the guest is going through. Assure the guest that the hotel is preparing another room for him/her and seek his/her patience.