DECA Hospitality and Tourism Cluster Exam || 100% Correct
Solutions.
An "artificial being, invisible, intangible, and existing only in contemplation of the law" is the
legal definition of a correct answers corporation
BTA Enterprises used overly aggressive advertising tactics to discredit the MZT Company, its
primary competitor. As a result, the MZT Company's sales and stock values have plummeted
over the past few months.This situation is an example of correct answers an intentional tort.
Which of the following is true regarding passenger rights in the air travel industry: correct
answers Airlines must provide monetary compensation if a flight is delayed due to bad weather.
Which of the following explains how listening differs from hearing: correct answers Listening is
an active process.
Which of the following actions is important for a speaker to take when they make an oral
business presentation to a large group: correct answers Speak loudly enough for the audience to
hear the message
What should businesses include in a persuasive message? correct answers Logical evidence
After a presentation about safety, robbery, and theft issues in the community's business district,
Jeff asked the speaker, "Did you say that the crime rate in the area decreased by 10% or 15% last
year?" What type of question did Jeff ask? correct answers A relevant question to clarify
information that the speaker had provided
Samantha manages the marketing department for a large company and has just hired a new
employee to run the company's cooperative advertising program. The most appropriate way for
Samantha to advise staff members that a new employee will be joining their team is by correct
answers making an announcement during the weekly departmental meeting.
To handle customer inquiries about specific products in a large business, the sales staff should
correct answers be informed about all products in stock.
Which of the following statements regarding customer experience management (CEM) and
customer relationship management (CRM) is true: correct answers CEM tends to focus on
customers' needs, whereas CRM tends to focus on the business's needs.
Which of the following is an example of using social media to enhance a customer's post-sale
experience: correct answers Responding to negative and positive online reviews
The North Ridge Diner is always swamped during the weekends. What could the restaurant do to
keep customers from becoming impatient while they wait? correct answers Alert guests that their
tables are ready via text message.
, Excellent customer service is crucial in the hospitality industry because the success of hospitality
businesses often depends on the
____________ of customers. correct answers return
Riley loves talking to people, so she always goes out of her way to ask customers for feedback
and gets to know them personally. This is an example of how correct answers an employee's
personality impacts customer service practices.
Sage is a travel agent helping a couple book an international trip for their honeymoon. While
arranging the couple's itinerary, Sage calls the airline and confirms that it will have two gluten-
free meals available for her clients on the flight. What is the purpose of Sage's call? correct
answers To accommodate the couple's special needs
Which of the following is an example of a positive moment of truth in customer service: correct
answers Showing concern for customers' lengthy wait
What is a characteristic that applies only to economic services? correct answers Intangible
The best time for consumers to purchase is called a ___________ market correct answers buyer's
A business that purchases an extended warranty on a new fleet of automobiles is correct answers
transferring risk.
A large trade deficit in a nation often leads to ____________ opportunities correct answers fewer
job
What effect does the underground economy have on the gross domestic product (GDP)? correct
answers It decreases the GDP.
Businesses operating in the global environment must be sensitive to different traditions, beliefs,
and etiquette, which are ____________ factors. correct answers cultural
What effect is a new resort on a remote tropical island likely to have on local shops? correct
answers Increased sales
A person who wants to lead change in the workplace must have the ability to correct answers
guide or direct others.
Malcolm effectively recognizes and manages his emotions, as well as the emotions of the
employees he manages. Malcolm is demonstrating the leadership quality of correct answers
emotional intelligence.
What is a characteristic of self-confident people? correct answers The willingness to step out of
their comfort zones to take positive risks
Solutions.
An "artificial being, invisible, intangible, and existing only in contemplation of the law" is the
legal definition of a correct answers corporation
BTA Enterprises used overly aggressive advertising tactics to discredit the MZT Company, its
primary competitor. As a result, the MZT Company's sales and stock values have plummeted
over the past few months.This situation is an example of correct answers an intentional tort.
Which of the following is true regarding passenger rights in the air travel industry: correct
answers Airlines must provide monetary compensation if a flight is delayed due to bad weather.
Which of the following explains how listening differs from hearing: correct answers Listening is
an active process.
Which of the following actions is important for a speaker to take when they make an oral
business presentation to a large group: correct answers Speak loudly enough for the audience to
hear the message
What should businesses include in a persuasive message? correct answers Logical evidence
After a presentation about safety, robbery, and theft issues in the community's business district,
Jeff asked the speaker, "Did you say that the crime rate in the area decreased by 10% or 15% last
year?" What type of question did Jeff ask? correct answers A relevant question to clarify
information that the speaker had provided
Samantha manages the marketing department for a large company and has just hired a new
employee to run the company's cooperative advertising program. The most appropriate way for
Samantha to advise staff members that a new employee will be joining their team is by correct
answers making an announcement during the weekly departmental meeting.
To handle customer inquiries about specific products in a large business, the sales staff should
correct answers be informed about all products in stock.
Which of the following statements regarding customer experience management (CEM) and
customer relationship management (CRM) is true: correct answers CEM tends to focus on
customers' needs, whereas CRM tends to focus on the business's needs.
Which of the following is an example of using social media to enhance a customer's post-sale
experience: correct answers Responding to negative and positive online reviews
The North Ridge Diner is always swamped during the weekends. What could the restaurant do to
keep customers from becoming impatient while they wait? correct answers Alert guests that their
tables are ready via text message.
, Excellent customer service is crucial in the hospitality industry because the success of hospitality
businesses often depends on the
____________ of customers. correct answers return
Riley loves talking to people, so she always goes out of her way to ask customers for feedback
and gets to know them personally. This is an example of how correct answers an employee's
personality impacts customer service practices.
Sage is a travel agent helping a couple book an international trip for their honeymoon. While
arranging the couple's itinerary, Sage calls the airline and confirms that it will have two gluten-
free meals available for her clients on the flight. What is the purpose of Sage's call? correct
answers To accommodate the couple's special needs
Which of the following is an example of a positive moment of truth in customer service: correct
answers Showing concern for customers' lengthy wait
What is a characteristic that applies only to economic services? correct answers Intangible
The best time for consumers to purchase is called a ___________ market correct answers buyer's
A business that purchases an extended warranty on a new fleet of automobiles is correct answers
transferring risk.
A large trade deficit in a nation often leads to ____________ opportunities correct answers fewer
job
What effect does the underground economy have on the gross domestic product (GDP)? correct
answers It decreases the GDP.
Businesses operating in the global environment must be sensitive to different traditions, beliefs,
and etiquette, which are ____________ factors. correct answers cultural
What effect is a new resort on a remote tropical island likely to have on local shops? correct
answers Increased sales
A person who wants to lead change in the workplace must have the ability to correct answers
guide or direct others.
Malcolm effectively recognizes and manages his emotions, as well as the emotions of the
employees he manages. Malcolm is demonstrating the leadership quality of correct answers
emotional intelligence.
What is a characteristic of self-confident people? correct answers The willingness to step out of
their comfort zones to take positive risks
