THC 6 C1_Lesson2

easy

3

Which of the following is the most basic customer need in service?
A. Control
B. Options
C. Friendliness
D. Information

C. Friendliness

4

A hospitality service encounter is best described as:
A. The sale of products before services
B. Interaction between service providers and guests
C. Financial transactions in tourism
D. Advertising campaigns for travelers

B. Interaction between service providers and guests

5

According to Philip Kotler, a service is primarily characterized as:
A. Tangible and owned
B. Intangible and not resulting in ownership
C. Always tied to a physical product
D. Material goods exchange

B. Intangible and not resulting in ownership

moderate

3

Which of the Six S’s of Service Encounter refers to who provides the service and their skills?
A. Specification
B. Staff
C. Systems
D. Style

B. Staff

4

External marketing in service industries refers to:
A. Promises made to customers
B. Training employees to sell jobs
C. Direct customer interaction
D. Promotional orientation

A. Promises made to customers

5

Showing empathy in service means:
A. Offering discounts
B. Understanding customer needs, even unspoken ones
C. Providing more product choices
D. Treating everyone identically

B. Understanding customer needs, even unspoken ones

difficult

3

Which functional difference distinguishes goods from services?
A. Services are storable
B. Goods are intangible
C. Services are intangible and perishable
D. Goods cannot be owned

C. Services are intangible and perishable

4

Which hospitality marketing orientation focuses on customer needs through surveys and feedback?
A. Sales
B. Marketing
C. Supplier Provider
D. Promotional

B. Marketing

5

In hospitality marketing, which orientation emphasizes internal operations over guest needs?
A. Sales Orientation
B. Supplier Provider Orientation
C. Promotional Orientation
D. Marketing Orientation

B. Supplier Provider Orientation

mix

3

The hospitality sector is important to the economy because it:
A. Operates only on seasonal demand
B. Provides food and accommodation to travelers
C. Relies solely on aggressive advertising
D. Reduces technology adoption

B. Provides food and accommodation to travelers

4

Internal marketing in hospitality is primarily about:
A. Selling products aggressively
B. Advertising to guests
C. Motivating employees to deliver customer-focused service
D. Offering multiple choices to customers

C. Motivating employees to deliver customer-focused service

5

The success or failure of a hospitality service encounter largely depends on:
A. Guests’ budgets and spending power
B. Attitudes, skills, expectations, and personalities
C. The number of promotional advertisements
D. The availability of tangible goods

B. Attitudes, skills, expectations, and personalities

unknown

3

Which type of marketing is described as "real-time interaction between buyer and seller"?
A. External Marketing
B. Internal Marketing
C. Interactive Marketing
D. Digital Marketing

C. Interactive Marketing

4

William J. Stanton defines services as:
A. Tangible benefits tied to sales
B. Intangible activities that provide want satisfaction
C. Products that can be stored and resold
D. Activities always linked to another service

B. Intangible activities that provide want satisfaction

5

The "Style" factor in the Six S’s emphasizes:
A. Attitude and quality emphasis
B. Availability of information systems
C. Physical location adequacy
D. Financial support

A. Attitude and quality emphasis