3.1
3.2
3.3
Brands
Stores
100

What needs relate to the need to have family, friends, love, and a sense of belonging 

Love and Belonging 

100

What are the steps of the guest experience cycle? 

Pre-arrival

Arrival 

Occupancy 

Departure

Post-departure 

100

What are the two types of customers?

External customer and internal customer

100

The slogan "Just do it" is from what brand?

Nike

100
What is a store that has a substitute name of "wally-world"

Walmart

200

What did Abraham Maslow do?

He created the psychology theory that helps to explain the needs and motivations of people called Maslow's Hierarchy of Needs

200

What should you always treat guests with?

Respect 

200

The ability for a front-line employee to make decisions on behalf of the guest, with support from the management is what?

Empowerment 

200

what brand stands for equality? 

Under Armour 

200

What grocery store is green

Publix

300

What are the five basic components of emotional intelligence?

1. Self-awareness

2. Self-regulation

3. Social skills

4. Empathy

5. Motivation

300

what are two commonly used tools in the quest to provide exceptional service? 

Moments of Truth and Cost of error

300

What is an example of a service recovery model?

HEARD, LEARN, or GUEST

300

what hunting brand uses a camo that combines micro and macro patterns 

Sitka 

300

a small store selling fashionable clothes or accessories is what

Boutique

400

What are the basic needs of Maslow's hierarchy of needs applied to hospitality? 

* Safety

* Physiological

400

What refers to meeting or exceeding guest expectations?

Quality Guest Service 

400

What is service recovery?

The process of correcting errors in a guest service experience

400

What is Kendra Scott known for?

dynamic use of color and genuine materials 

400

What is a popular technology store? 

Apple

500

What is secondary research?

research that is conducted by someone else 

500

What are the two main benefits of technology in hospitality?  

Efficiency and Automation

500

What does one of the service recovery models stand for

HEARD- Hear, Empathize, Apologize, Resolve, Diagnose

LEARN- Listen, Empathize, Acknowledge, React, Notify

GUEST- Greet, Understand, Empathize, Suggest, Track

500

What is the top-rated cowboy boot brand?

Ariat

500

What are dollar store chains in the U.S.?

Dollar Tree, Dollar General, Family Dollar, 99 cents only store, and five below

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