DECA Hospitality + Tourism Cluster Exam review || with
Complete Solutions.
. An "artificial being, invisible, intangible, and existing only in contemplation of the law" is the
legal definition of a
A. corporation.
B. franchise.
C. partnership.
D. sole proprietorship correct answers Corporation.
Forming a corporation is like creating an independent entity that will be treated as a person with
legal rights, duties, and powers. It can borrow or loan money, buy and sell goods, make
contracts, sue or be sued, and perform other business activities. A franchise is a contractual
agreement between a parent company and a franchisee to distribute goods and services. A sole
proprietorship is a business owned by one person. A partnership is a business owned by two or
more people.
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
A. a criminal offense.
B. misappropriation.
C. an intentional tort.
D. negligence. correct answers An intentional tort. A tort is a private wrongdoing against a
person or business. When a tort is intentional, one party plans to carry out an activity against
another party. Because advertising is a planned promotional activity, the use of overly
aggressively advertising tactics is an intentional action. BTA used advertising to discredit MZT,
which hurt MZT's sales. In response, MZT may file a lawsuit against BTA on the grounds of
defamation, if the advertising contained false statements. Negligence involves unintentional or
accidental wrongdoings such as a distracted driver causing a minor car accident.
Misappropriation or embezzlement is the theft of valuables that have been entrusted to someone's
care. In business, this usually involves money. Criminal law addresses issues that involve
wrongdoing against society, such as robbery and murder.
Which of the following is true regarding passenger rights in the air travel industry:
A. There is an international "Bill of Rights" to protect air travel consumers.
B. It is legal for an airline to overbook a flight.
C. Airlines must provide monetary compensation if a flight is delayed due to bad weather.
D. If baggage is lost, airlines pay a flat fee to reimburse the passenger. correct answers It is legal
for an airline to overbook a flight. Since there are no laws preventing airlines from overbooking
flights, bumping passengers from flights is common when traveling by air. Several transportation
agencies, including the U.S. Department of Transportation and the Canadian Transportation
Agency, among others, require that airlines first ask for volunteers to give up their seats in
,exchange for compensation. This may be in the form of cash or a voucher. The amount a
passenger is compensated for lost luggage is subject to negotiation. Most airlines have a ceiling
on the amount paid. Currently, there is no international "Bill of Rights." However, in 2011 the
U.S. Department of Transportation expanded its airline passenger protections to better safeguard
passengers from lost baggage fees, overbooked flights, and hidden airline fees. Airlines are not
required to pay any compensation for flight delays due to bad weather.
Which of the following explains how listening differs from hearing:
A. Listening happens automatically.
B. Listening ensures comprehension.
C. Listening prevents distractions.
D. Listening is an active process. correct answers Listening is an active process. Listening is a
mental activity that requires effort and is something you actively do. Listening does not happen
automatically, because you have to concentrate to understand the meaning of the sounds and
words you hear. Listening does not prevent distractions, but the listener can help deal with them
by focusing on the speaker. Listening does not automatically ensure comprehension, because
sometimes a speaker's message is not clear and a listener must ask questions to clarify the
message.
Which of the following actions is important for a speaker to take when they make an oral
business presentation to a large group:
A. Avoid eye contact with anyone in the audience
B. Relax the audience by swaying back and forth when speaking
C. Speak loudly enough for the audience to hear the message
D. Turn away from the audience when presenting visual aids correct answers Speak loudly
enough for the audience to hear the message. When making an oral presentation to a group, the
speaker should speak loudly enough for everyone in the audience to hear what they are saying. If
audience members cannot hear what the speaker is saying, they might misunderstand or
misinterpret the message. A speaker should try not to turn away from the audience when
presenting visual aids and should maintain eye contact with the audience. Because swaying back
and forth can distract the audience, the speaker should avoid this type of movement.
What should businesses include in a persuasive message?
A. Elaborate typeface
B. Graphic design
C. Logical evidence
D. Strong language correct answers Logical evidence. Messages usually are more persuasive if
they are supported by logical evidence. Logical evidence is based on fact rather than on opinion.
If businesses are writing persuasive messages to encourage customers to do something, such as
buy a product, they should include logical evidence to make the message more convincing.
Businesses should avoid using strong language because it may offend readers. Typeface and
graphic design are visual elements of the message rather than part of the content.
,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?
A. A relevant question to clarify information that the speaker had provided
B. A follow-up question that had little to do with the topic at hand
C. A reflective question that required the speaker to carefully word their response
D. An open-ended question to obtain the speaker's personal opinion about an issue correct
answers A relevant question to clarify information that the speaker had provided. Jeff asked the
speaker to clarify a fact that was stated during the presentation. The question was about the area's
crime rate, which was relevant to the topic at hand. Jeff's question was a close-ended inquiry
because it required the message recipient to provide a response in one of two ways—10% or
15%. The question was not reflective in nature, so the message recipient did not need to put a lot
of thought into or carefully word their response. A follow-up question is a question asked to
clarify a previous question. There is not enough information provided to determine if Jeff
previously asked a question.
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
A. making an announcement during the weekly departmental meeting.
B. sending a personalized text message to each employee in the department. C. posting a short
message on her personal weblog.
D. writing a news article for the company's semi-annual newsletter correct answers Making an
announcement during the weekly departmental meeting. Samantha should tell her staff about the
new employee at the next staff meeting. It is an efficient way to communicate because Samantha
can tell all of the staff members in her department about their new colleague at one time. Text
messages, personal weblogs, and a semi-annual newsletter are not appropriate ways to
communicate this type of workplace news.
To handle customer inquiries about specific products in a large business, the sales staff should
A. know why products are not carried by the business.
B. be able to solve customers' problems.
C. know the location of products within the business.
D. be informed about all products in stock. correct answers Know the location of products within
the business. Knowledge of where products are kept in a business helps employees provide
efficient service to customers who are looking for specific items. Employees can locate products
for customers or direct customers to the right location. In a large business, the sales staff cannot
be informed about all products that are in stock. It is also unlikely that the sales staff will know
why the business does not carry certain products since that is a purchasing decision. Sales
personnel should be helpful, but they are not always able to solve customers' problems.
Which of the following statements regarding customer experience management (CEM) and
customer relationship management (CRM) is true:
, A. CRM is more customer-centric than CEM because it strives to create the best possible
experience for customers.
B. One of the main goals of CRM is creating customer advocacy—word-of-mouth promotion
and referrals to other potential customers.
C. CEM uses touchpoints to learn something valuable about the customer—something that the
company can benefit from.
D. CEM tends to focus on customers' needs, whereas CRM tends to focus on the business's
needs. correct answers CEM tends to focus on customers' needs, whereas CRM tends to focus on
the business's needs. Customer experience management includes the strategies, processes, and
policies a business uses to meet or exceed customer expectations and to provide customers with
outstanding experiences at every touchpoint. Another main goal of CEM is creating customer
advocacy—word-of-mouth promotion and referrals to other potential customers. CRM, on the
other hand, is defined as the strategies, processes, technology, and people a business uses to
build, maintain, and maximize the long-term value of customer relationships. CRM is more
business-centric than CEM, and uses touchpoints to learn something valuable about the customer
that the company can benefit from.
Which of the following is an example of using social media to enhance a customer's post-sale
experience:
A. Offering discounts for first-time customers
B. Obtaining new followers that could make a purchase
C. Responding to negative and positive online reviews
D. Posting about the release of a product line correct answers Responding to negative and
positive online reviews. Online reviews of products on social media can have a huge impact. A
business can increase customer satisfaction post-sale by responding to online reviews. This
shows that the business cares about its customers and can lead to repeat business. Posting about
the release of a product line, obtaining new followers that could make a purchase, and offering
discounts for first-time customers are not related to customers' post-sale experiences
The North Ridge Diner is always swamped during the weekends. What could the restaurant do to
keep customers from becoming impatient while they wait?
A. Alert guests that their tables are ready via text message.
B. Check reviews to see how customers feel about the wait time.
C. Determine which aspect of restaurant operations is slow.
D. Give a discount to guests who wait over 30 minutes correct answers Alert guests that their
tables are ready via text message. When restaurants are busy, it is important to keep customers
entertained to improve their experience. One way to do so is to alert them via text message that
their table is ready. That way, customers do not have to sit and wait—they can explore the
surrounding area, run errands, etc. Providing discounts to guests who wait over 30 minutes is a
good customer service policy, but it will not necessarily help keep customers from becoming
impatient while they wait, because they will not receive the discount until they have already
eaten. Determining which aspect of the restaurant's operations is slow can help improve wait
times in the long run, but it will not keep customers from becoming impatient while they wait.
Finally, checking reviews to see how customers feel about the wait time is a good way to
Complete Solutions.
. An "artificial being, invisible, intangible, and existing only in contemplation of the law" is the
legal definition of a
A. corporation.
B. franchise.
C. partnership.
D. sole proprietorship correct answers Corporation.
Forming a corporation is like creating an independent entity that will be treated as a person with
legal rights, duties, and powers. It can borrow or loan money, buy and sell goods, make
contracts, sue or be sued, and perform other business activities. A franchise is a contractual
agreement between a parent company and a franchisee to distribute goods and services. A sole
proprietorship is a business owned by one person. A partnership is a business owned by two or
more people.
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
A. a criminal offense.
B. misappropriation.
C. an intentional tort.
D. negligence. correct answers An intentional tort. A tort is a private wrongdoing against a
person or business. When a tort is intentional, one party plans to carry out an activity against
another party. Because advertising is a planned promotional activity, the use of overly
aggressively advertising tactics is an intentional action. BTA used advertising to discredit MZT,
which hurt MZT's sales. In response, MZT may file a lawsuit against BTA on the grounds of
defamation, if the advertising contained false statements. Negligence involves unintentional or
accidental wrongdoings such as a distracted driver causing a minor car accident.
Misappropriation or embezzlement is the theft of valuables that have been entrusted to someone's
care. In business, this usually involves money. Criminal law addresses issues that involve
wrongdoing against society, such as robbery and murder.
Which of the following is true regarding passenger rights in the air travel industry:
A. There is an international "Bill of Rights" to protect air travel consumers.
B. It is legal for an airline to overbook a flight.
C. Airlines must provide monetary compensation if a flight is delayed due to bad weather.
D. If baggage is lost, airlines pay a flat fee to reimburse the passenger. correct answers It is legal
for an airline to overbook a flight. Since there are no laws preventing airlines from overbooking
flights, bumping passengers from flights is common when traveling by air. Several transportation
agencies, including the U.S. Department of Transportation and the Canadian Transportation
Agency, among others, require that airlines first ask for volunteers to give up their seats in
,exchange for compensation. This may be in the form of cash or a voucher. The amount a
passenger is compensated for lost luggage is subject to negotiation. Most airlines have a ceiling
on the amount paid. Currently, there is no international "Bill of Rights." However, in 2011 the
U.S. Department of Transportation expanded its airline passenger protections to better safeguard
passengers from lost baggage fees, overbooked flights, and hidden airline fees. Airlines are not
required to pay any compensation for flight delays due to bad weather.
Which of the following explains how listening differs from hearing:
A. Listening happens automatically.
B. Listening ensures comprehension.
C. Listening prevents distractions.
D. Listening is an active process. correct answers Listening is an active process. Listening is a
mental activity that requires effort and is something you actively do. Listening does not happen
automatically, because you have to concentrate to understand the meaning of the sounds and
words you hear. Listening does not prevent distractions, but the listener can help deal with them
by focusing on the speaker. Listening does not automatically ensure comprehension, because
sometimes a speaker's message is not clear and a listener must ask questions to clarify the
message.
Which of the following actions is important for a speaker to take when they make an oral
business presentation to a large group:
A. Avoid eye contact with anyone in the audience
B. Relax the audience by swaying back and forth when speaking
C. Speak loudly enough for the audience to hear the message
D. Turn away from the audience when presenting visual aids correct answers Speak loudly
enough for the audience to hear the message. When making an oral presentation to a group, the
speaker should speak loudly enough for everyone in the audience to hear what they are saying. If
audience members cannot hear what the speaker is saying, they might misunderstand or
misinterpret the message. A speaker should try not to turn away from the audience when
presenting visual aids and should maintain eye contact with the audience. Because swaying back
and forth can distract the audience, the speaker should avoid this type of movement.
What should businesses include in a persuasive message?
A. Elaborate typeface
B. Graphic design
C. Logical evidence
D. Strong language correct answers Logical evidence. Messages usually are more persuasive if
they are supported by logical evidence. Logical evidence is based on fact rather than on opinion.
If businesses are writing persuasive messages to encourage customers to do something, such as
buy a product, they should include logical evidence to make the message more convincing.
Businesses should avoid using strong language because it may offend readers. Typeface and
graphic design are visual elements of the message rather than part of the content.
,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?
A. A relevant question to clarify information that the speaker had provided
B. A follow-up question that had little to do with the topic at hand
C. A reflective question that required the speaker to carefully word their response
D. An open-ended question to obtain the speaker's personal opinion about an issue correct
answers A relevant question to clarify information that the speaker had provided. Jeff asked the
speaker to clarify a fact that was stated during the presentation. The question was about the area's
crime rate, which was relevant to the topic at hand. Jeff's question was a close-ended inquiry
because it required the message recipient to provide a response in one of two ways—10% or
15%. The question was not reflective in nature, so the message recipient did not need to put a lot
of thought into or carefully word their response. A follow-up question is a question asked to
clarify a previous question. There is not enough information provided to determine if Jeff
previously asked a question.
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
A. making an announcement during the weekly departmental meeting.
B. sending a personalized text message to each employee in the department. C. posting a short
message on her personal weblog.
D. writing a news article for the company's semi-annual newsletter correct answers Making an
announcement during the weekly departmental meeting. Samantha should tell her staff about the
new employee at the next staff meeting. It is an efficient way to communicate because Samantha
can tell all of the staff members in her department about their new colleague at one time. Text
messages, personal weblogs, and a semi-annual newsletter are not appropriate ways to
communicate this type of workplace news.
To handle customer inquiries about specific products in a large business, the sales staff should
A. know why products are not carried by the business.
B. be able to solve customers' problems.
C. know the location of products within the business.
D. be informed about all products in stock. correct answers Know the location of products within
the business. Knowledge of where products are kept in a business helps employees provide
efficient service to customers who are looking for specific items. Employees can locate products
for customers or direct customers to the right location. In a large business, the sales staff cannot
be informed about all products that are in stock. It is also unlikely that the sales staff will know
why the business does not carry certain products since that is a purchasing decision. Sales
personnel should be helpful, but they are not always able to solve customers' problems.
Which of the following statements regarding customer experience management (CEM) and
customer relationship management (CRM) is true:
, A. CRM is more customer-centric than CEM because it strives to create the best possible
experience for customers.
B. One of the main goals of CRM is creating customer advocacy—word-of-mouth promotion
and referrals to other potential customers.
C. CEM uses touchpoints to learn something valuable about the customer—something that the
company can benefit from.
D. CEM tends to focus on customers' needs, whereas CRM tends to focus on the business's
needs. correct answers CEM tends to focus on customers' needs, whereas CRM tends to focus on
the business's needs. Customer experience management includes the strategies, processes, and
policies a business uses to meet or exceed customer expectations and to provide customers with
outstanding experiences at every touchpoint. Another main goal of CEM is creating customer
advocacy—word-of-mouth promotion and referrals to other potential customers. CRM, on the
other hand, is defined as the strategies, processes, technology, and people a business uses to
build, maintain, and maximize the long-term value of customer relationships. CRM is more
business-centric than CEM, and uses touchpoints to learn something valuable about the customer
that the company can benefit from.
Which of the following is an example of using social media to enhance a customer's post-sale
experience:
A. Offering discounts for first-time customers
B. Obtaining new followers that could make a purchase
C. Responding to negative and positive online reviews
D. Posting about the release of a product line correct answers Responding to negative and
positive online reviews. Online reviews of products on social media can have a huge impact. A
business can increase customer satisfaction post-sale by responding to online reviews. This
shows that the business cares about its customers and can lead to repeat business. Posting about
the release of a product line, obtaining new followers that could make a purchase, and offering
discounts for first-time customers are not related to customers' post-sale experiences
The North Ridge Diner is always swamped during the weekends. What could the restaurant do to
keep customers from becoming impatient while they wait?
A. Alert guests that their tables are ready via text message.
B. Check reviews to see how customers feel about the wait time.
C. Determine which aspect of restaurant operations is slow.
D. Give a discount to guests who wait over 30 minutes correct answers Alert guests that their
tables are ready via text message. When restaurants are busy, it is important to keep customers
entertained to improve their experience. One way to do so is to alert them via text message that
their table is ready. That way, customers do not have to sit and wait—they can explore the
surrounding area, run errands, etc. Providing discounts to guests who wait over 30 minutes is a
good customer service policy, but it will not necessarily help keep customers from becoming
impatient while they wait, because they will not receive the discount until they have already
eaten. Determining which aspect of the restaurant's operations is slow can help improve wait
times in the long run, but it will not keep customers from becoming impatient while they wait.
Finally, checking reviews to see how customers feel about the wait time is a good way to
