communication ?s
When Lauren reads an article for class, she highlights the things she wants to remember, underlines important information, and writes down questions she has about the text. She's practicing __________ reading.
A. passive B. speed
C. active D. extensive
Active. Active reading involves highlighting, underlining, and taking notes to help you engage with the text and understand it. Speed reading involves reading very quickly. Lauren is not being passive; instead, she is engaging with the text and making sure she comprehends it. Extensive reading is used to develop a general understanding of a text and is usually done for enjoyment, not for classwork.
A music streaming service has two versions: one with advertisements and one without advertisements for a monthly fee. What business model does this describe?
A. Auction B. Franchise C. Freemium D. Affiliate
Freemium. A freemium model includes giving away a service at no cost as a way to establish a relationship with customers and eventually profit from add-ons or premium options. A music streaming service with both a free and paid version is using the freemium model with the goal of eventually converting free users to paying customers. This example does not depict a franchise, auction, or affiliate business model.
When a business negotiates a contract that requires the vendor to arrange for transportation, the business is negotiating the
A. logistics. B. premiums.
C. payments. D. allowances.
Logistics. Logistics involves all aspects of handling and transporting goods. It is an important part of negotiating a contract because transportation charges are often costly. As a result, most businesses negotiate who will pay those charges. In some cases, a business might prefer to arrange and pay for transportation, while other times, a business might want the vendor to be responsible for transportation. Both parties try to negotiate the best deal. For example, a business might agree to pay for transportation if the vendor agrees to give a larger discount. The business is not negotiating payments, premiums, or allowances when requiring the vendor to arrange for transportation.
To celebrate the end of high school and the beginning of college, Frankie is planning to spend three months backpacking through Europe. Frankie wants to see a lot of sites and do a lot of things, but he doesn't have much cash to spend. Given his financial situation, what type of lodging property would you recommend to Frankie for his trip?
A. Extended-stay hotel B. hostel C. Destination resort D. Timeshare resort
hostel
What is the first step in accepting responsibility for a mistake that you made at work?
Acknowledging your actions
Developing an excuse
Apologizing for causing problems
Determining corrective action
Acknowledging your actions. To accept responsibility for your actions, you must first acknowledge that you made a mistake or error in judgment. If you discover the mistake yourself, then you can advise your supervisor about the mistake and determine how to correct it. If someone else discovers the mistake, you should acknowledge what you did and take steps to correct it. Taking corrective action and apologizing for a mistake can only occur after the mistake has been recognized or acknowledged. Mistakes can be small and do not always cause major problems. When you accept responsibility for your actions, you don't provide excuses or blame others.
When proposing delegated tasks to her team, Becca asked for feedback so that she could
1. establish openness
promote her authority.
discourage over-reporting.
set expected outcomes.
Establish openness. When delegating tasks, it is important to create an open environment in which team members feel comfortable being honest and up front about their progress. Because Becca began her delegation process by inviting her team to provide feedback, they will feel that they can be honest and open throughout the process. Becca is not promoting her authority, discouraging over-reporting, or setting expected outcomes in this instance.
Shonda works at a hotel, and her boss expects her to book at least 10 rooms every day. What type of standard is this?
A. Quality B. Quantity
C. Time D. Cost
Quantity. Quantity standards specify the amount of work to be done. If Shonda's boss expects her to book at least 10 rooms every day, then she is being judged by a quantity standard. Quality standards indicate the degree of excellence to be expected from a good or service. Time standards monitor the amount of time it takes to complete an activity. Cost standards are used to specify project or product costs.
Which of the following is an example of an intangible output:
A pizza
Education
A computer
Shampoo
B
Education. Intangible outputs are not capable of being detected through the senses. Education is intangible because it cannot be touched, smelled, tasted, seen, or heard. Pizza, computers, and shampoo are all tangible goods because they are able to be detected through the senses.
Which of these lodging services would most likely be automated using software:
Registration
Concierge
Room setup
Sales forecasting
Registration. Software best handles routine tasks such as registration. Registration can be handled online, over the phone, or in person. All registrations go into a software program. This makes it easy to analyze sales and marketing data. Concierge and room setup services are performed by humans. Sales forecasting is not a service.
How can you make sure that none of your social media platforms are neglected?
Post on a different platform every day of the week
Use a content calendar to schedule posts on each platform
Focus on only the platforms that you prefer
Assign a different person to manage each platform
2
Use a content calendar to schedule posts on each platform. A content calendar organizes the way content is created, posted, and promoted. It is an effective way to schedule posts and be sure that each social media platform is receiving attention. For example, if your calendar has a section for each platform, you will easily see if a platform does not have enough posts. Posting on a different platform every day of the week is not effective because content should be posted daily on every platform. You should not focus on only the platforms that you prefer because other effective platforms might be underutilized. Finally, assigning a different person to manage each platform might create inconsistencies in content and strategy.
What is the first thing you need to do when you want to persuade others to take a certain course of action?
Express a need or want
State your case
Understand your audience
Communicate clearly
Understand your audience. When you are persuading others, you are trying to get them to see things a certain way or to take a certain course of action. Before you can persuade people, you must first know what appeals to them. When you have a general idea about their likes, dislikes, opinions, and needs, you will be able to prepare a message that will appeal to them. After you understand your audience, and you know how to present your message in a way that will appeal to them, you can state your case using clear communication, which may include expressing a particular want or need.
Sammy's Sandwiches wants to improve its market share. This is an example of a __________ goal.
cultural
product
tactical
strategic
Strategic. Strategic goals are general, overall goals that are developed in relation to the mission of the organization. Improving market share is a strategic goal. Product goals are those that are specifically related to the characteristics of the goods or services. Tactical goals are those that are more specific and detail the actual steps needed to achieve the strategic goals. Cultural goals are related to the organization's environment or philosophies.
What step in the continuous improvement process will indicate if quality is increasing?
A. Documentation B. Evaluation
C. Recommendation D. Implementation
Evaluation. To determine if quality has improved, the business needs to compare the product or process before the improvement was made with the product or process after improvements were implemented. After evaluating the improvements, the business can document results and recommend additional improvements, if necessary.
Jack is the tour-guide training manager at Fort Niagara, a landmark in the United States near the Canadian border. To train the tour guides effectively, Jack needs to
be enthusiastic and knowledgeable about the fort's history.
clearly communicate expectations and rules to the tourists.
plan entertaining activities for children and young adults.
exhibit an optimistic attitude when debating world events.
Be enthusiastic and knowledgeable about the fort's history. Tour guide managers who work at landmarks should have a lot of knowledge about the historical facts and relevance of the landmarks. When they enthusiastically share their knowledge with tour guide trainees, the trainees are then able to communicate facts and answer tourists' questions correctly when they are guiding tours. Tour guides communicate tour rules and expectations to tourists. Jack's primary responsibility is to train tour guides rather than plan entertaining activities for children and young adults or debate world events.
You start out college majoring in marketing, but you don't enjoy it. So you change your major to business. This is an example of a goal being
A. broken down. B. distracting. C. visualized.
D. dynamic.
Dynamic. Goals are dynamic, meaning that they can change. You may decide to change your goal by choosing a different major. This is not an example of a goal being distracting. Goals should be visualized and broken down, but those steps are not shown in this example.
A passenger is upset with Petra, a flight attendant, because the plane has not taken off and he is worried about being late for an important meeting. Before responding, Petra takes a deep breath, listens to his complaint, and apologizes. Petra is
deferring to authority.
solving the problem.
diffusing the customer's anger.
avoiding the conflict completely.
Diffusing the customer's anger. In the hospitality and tourism industry, it is important to know how to resolve conflicts with customers who are unhappy with the service. One of the first steps is diffusing anger because it is difficult to resolve conflict when one or more parties is angry. Petra is diffusing anger by remaining calm, listening, and expressing sympathy. In this example, Petra is not solving the problem, deferring to authority, or avoiding the conflict completely.
What is an important consideration for many large businesses when they are selecting vendors?
a. Technological capabilities
b. Segmentation method
c. Compensation policies
d. Asset depreciation
Technological capabilities. Businesses evaluate their vendors' technological frameworks because they want to be able to communicate efficiently and streamline ordering, shipping, and inventory processes. Businesses also consider the vendors' terms-of-sales policies. Compensation policies are internal policies that guide the way a business compensates its employees. Segmentation methods and asset depreciation are not primary considerations for vendor selection.
If an accounting firm deliberately conceals information about a client's financial status, the government may charge the business with
substantiation.
expropriation.
breach of contract.
obstruction of justice.
Obstruction of justice. Obstruction of justice is a legal penalty that applies to individuals or businesses that hide important information from law enforcement agencies, such as concealing a client's questionable financial data. If evidence indicates that unethical or illegal business practices have obstructed a criminal investigation, the business could be fined, and the employees concealing the information could face imprisonment. A public scandal could severely tarnish a business's reputation, as in the case of the Arthur Andersen accounting firm and its affiliation with Enron. Expropriation is the act of government taking over private property. Breach of contract involves breaking the terms of a legal agreement. Substantiate means to provide proof or evidence of something.
A meal ordered at a restaurant is a __________, whereas the presentation of the meal is a __________.
purchase; tangible good
promotion; sales tactic
product; service
feature; benefit
Product; service. Hospitality and tourism businesses offer both products and services. Products are the main items or services that are purchased, whereas a service is an additional activity that makes the experience better as a whole. A meal is a product because it is the main purchase, whereas the way it is presented is a service because it adds additional value to the meal. A meal is not necessarily a promotion. The presentation of a meal could be a sales tactic, but it is not a tangible good. Both a meal and a restaurant are purchases. Meals and their presentations can both be features and/or benefits.
Von is a very thorough record keeper. He always carefully files his company's bills, receipts, and cancelled checks because he knows that the company has a responsibility to prove the expenses it lists on its tax return. Von's company bears a
burden of proof.
responsibility to prove.
record burden.
tax return proof.
Burden of proof. It's important to keep good records because you are responsible for proving the expenses you deduct on your tax return. This includes things like bills, receipts, and cancelled checks. Von carefully files these items so that they can be easily found.
If a motel experiences a fire, earthquake, or severe flood, the motel staff should
administer first aid as soon as possible.
activate each motel room's sprinkler system.
call the appropriate medical professionals.
follow appropriate emergency procedures.
Follow appropriate emergency procedures. Motels must be prepared to handle emergencies if they occur. Depending on the property's geographic location, the property might be more likely to experience some emergencies (e.g., earthquakes, floods) than others. And because the effects of natural disasters differ from one another, motels should have procedures for the various types of emergencies they are likely to encounter. A motel should thoroughly explain to employees the procedures for each emergency it might face. By preparing employees for each type of emergency, the employees can better respond and get guests, themselves, and coworkers out of harm's way. The sprinkler system usually goes off automatically when fires occur. Calling medical professionals and administering first aid may or may not be necessary and depends on the type of emergency at hand.
Discouragement of time theft is one reason a company may
monitor employee technology.
cut corners on safety precautions.
purchase lower quality materials.
hire an inventory manager.
Monitor employee technology. Discouragement of time theft (loss of productivity that occurs when employees spend time on personal matters instead of job tasks) is one reason a company may monitor employee technology. It would not be reasonable to combat time theft by cutting corners on safety precautions, purchasing lower quality materials, or hiring an inventory manager.
Mountain View Steakhouse goes above and beyond to create an excellent dining experience for each of its guests. The steakhouse trains its wait staff to be courteous, respectful, and attentive to customers. Based on this information, delivering outstanding customer service is most likely a __________ of the restaurant.
primary risk
business strategy
public relations plan
core value
Core value. Core values describe what is most important to a business and what the business wants to be known for. Mountain View Steakhouse goes above and beyond to serve its customers because excellent customer service is most likely one of its core values—something it takes pride in and wants to be known for. Delivering excellent customer service may be part of a business strategy or public relations plan, but customer service alone is not a strategy or plan. Delivering excellent customer service is not a risk to a restaurant; rather, it prevents risk because customers are happy with the service that they receive.
Trends indicate a rise in the number of people who like to bring their dogs with them on vacation. To accommodate this travel trend, there are an increasing number of
all-inclusive resorts.
residential dog parks.
pet-friendly hotels.
boutique pet stores.
Pet-friendly hotels. Because many people consider pets to be important members of their families, they often prefer to travel with them. Many hotel chains and destination rental properties are beginning to provide pet-friendly accommodations. Some boutique hotels even provide special services to pamper pets such as grooming, spa, and walking services. Many communities are opening dog parks, which tend to attract local residents that need a place for their pets to exercise rather than travelers. All-inclusive resorts are those in which food and beverages are included in the price of the guest's stay. All-inclusive resorts may or may not allow pets on the property.
Tanner is sending out an online customer satisfaction survey. What technique can he use to ensure he is protecting customer data?
House data on portable drives
Refrain from sharing the nature of the survey
Store the data for any future use
Only ask for the information he needs the most
Only ask for the information he needs the most. To protect customer data, Tanner should only ask for the customer information he needs the most so he does not unnecessarily collect private data that are not needed. This technique will help him limit the risk associated with collecting data. It is not a good idea to refrain from sharing the nature of the survey because it is best to be open and transparent with customer data. Tanner should not store the data for any future use because to protect customers, their data should only be used for the intended purpose. Finally, housing data on portable drives will not necessarily help protect customer data.