Business Operations and Management
What is an example of an employee incentive program?
A. raises in salary
B. profit sharing plan
C. not having a company dress code
D. increasing employee hours due to an increase in business
B. profit sharing plan
. The general manager at Jose’s Diner regularly checks reviews on TripAdvisor. The last guest wrote a negative review about feeling ignored by their server. What is the appropriate action the manager should take?
A. ignore the comment
B. offer the guest to come back for a free meal
C. Email the guest privately to resolve the issue
D. respond to the guest's comment by apologizing and leaving your contact information for the guest to contact you
D. respond to the guest's comment by apologizing and leaving your contact information for the guest to contact you
What is one of the benefits of starting a new business?
A. Financial risk
B. Creative freedom
C. Time commitment
D. Established customer base
B. Creative freedom
Tyler is working at the front desk when his supervisor asks him to email a guest regarding a lost and found item. Which type of written communication should Tyler avoid?
A. using all caps
B. using his first and last name in closing
C. addressing the guest by their salutation
D. using the company email to send the message
A. using all caps
Which element of the business plan identifies the internal and external forces affecting the company?
A. Marketing Plan
B. SWOT Analysis
C. Industry Analysis
D. Operating Procedures
B. SWOT Analysis
Juan is the manager of a busy restaurant. He wants to delegate some of his tasks to his employees so that he can focus on other areas of the business. Which of the following is the first step in delegating tasks?
A. set expectations for each task
B. provide support on a daily basis
C. assess which employee is ready to receive more responsibility
D. follow up with the employee to provide feedback on performance
C. assess which employee is ready to receive more responsibility
Which of the following social media tools would a special events venue use to share photos of the event space to potential clients?
A. X (Formerly known as Twitter)
B. WhatsApp
C. Instagram
D. Foursquare
C. Instagram
What is one major advantage of owning a franchised business versus starting a business from scratch?
A. Brand awareness
B. Increased revenue
C. Increased customer satisfaction
D. New locations without financial responsibility
A. Brand awareness
Which of the following colors is considered inappropriate for a business dress suit?
A. gray
B. navy
C. black
D. orange
D. orange
Thomas and Daniella are opening a new grocery store. Which agency is responsible for conducting their inspections?
A. Department of Health
B. Food and Drug Administration
C. Department of Agriculture and Consumer Service
D. Department of Business and Professional Regulation
C. Department of Agriculture and Consumer Service
Which of the following is a characteristic of an ineffective manager?
A. showing integrity
B. having transparency
C. good at conflict resolution
D. comfortable with the status quo
D. comfortable with the status quo
Which of the following is a “niche market” marketing strategy?
A. Market Price Strategy
B. Market Place Strategy
C. Product Development Strategy
D. Promotion Development Strategy
C. Product Development Strategy
What is the best business ownership structure for international businesses?
A. LLC
B. Partnership
C. C Corporation
D. S Corporation
C. C Corporation
Which of the following steps could be utilized when dealing with a difficult customer in a hotel lobby?
A. remove the customer from the hotel
B. ask customer not to speak in front of others
C. raise your voice so the customer can hear you
D. show empathy toward the customer's point of view
D. show empathy toward the customer's point of view
Which answer best describes tort law?
A. body of laws that are the same as criminal law
B. body of laws that allows for a company to obtain compensation from the injured person
C. body of laws that allows for an injured person to obtain compensation from the person who caused the injury
D. body of laws that allows for an injured person to obtain compensation from anyone involved with the incident
C. body of laws that allows for an injured person to obtain compensation from the person who caused the injury
Rachel is a manager of a busy hotel and would like to boost employee morale. Rachel decides to implement the art of “catching someone doing the right thing.” What would be the best way to begin this new initiative?
A. tell the employees they will get a bonus for “doing the right thing”
B. spy on her employees until she catches someone "doing the right thing"
C. look through her employees’ social media accounts to see if she can spot anything
D. be more observant during her shifts and reward employees for doing the right thing
D. be more observant during her shifts and reward employees for doing the right thing
The goal of the channels of distribution is to move products from producers to which of the following?
A. middlemen
B. stakeholders
C. intermediaries
D. final consumers
D. final consumers
Bill wants to provide educational resources for students in Florida. His business will be tax-exempt. Which of the following business structures should he establish?
A. LLC
B. Nonprofit
C. Franchise
D. Partnership
B. Nonprofit
Kiara, a front desk agent, recently attended a sales and marketing workshop because she hopes to be promoted to a sales and marketing role one day. Which of the following areas of professionalism did Kiara demonstrate?
A. Reliability
B. Punctuality
C. Team work
D. Self-improvement
D. Self-improvement
What agency is responsible for enforcing civil rights laws against workplace discrimination?
A. ADA
B. OSHA
C. EEOC
D. FMLA
C. EEOC
During which of the following stages of team development is there usually resistance, conflict, competition and high emotions?
A. Forming
B. Norming
C. Storming
D. Performing
C. Storming
What is revenue?
A. the amount of money a resort loses
B. the amount of money a resort spends on marketing.
C. the amount of money a resort receives or earns during a period of time
D. the amount of money a resort pays others after all profits have been calculated
C. the amount of money a resort receives or earns during a period of time
Wilson is a DJ hosting a wedding. Which piece of audiovisual equipment would Wilson want to use in order to project music across the venue?
A. podium
B. screen projector
C. powered speakers
D. wireless microphone
C. powered speakers
Kristina was clearing a table at the restaurant where she works when she discovered a pair of airpods underneath the table. Kristina decided to take the airpods and give them to her manager. Why is it considered inappropriate for Kristina to keep the airpods for herself?
A. keeping the airpods could make other employees jealous
B. keeping the airpods would not be considered inappropriate
C. keeping the airpods would be considered unethical behavior
D. keeping the airpods is something only a manager is allowed to do
C. keeping the airpods would be considered unethical behavior
Which of the following is used by businesses to protect a practice, process, or formula from being shared with other competitors?
A. patent
B. copyright
C. trademark
D. trade secret
D. trade secret