DECA Hospitality Latest Exam Questions With
Verified Answers
What is a common consequence that comes with a civil lawsuit?
paying a fine
The goal of many government agencies is to protect the
rights of business
From a legal standpoint,, hospitality and tourism customers have the right to expect businesses in the
industry to take
reasonable care
Your class has a presentation from a guest speaker. Which of the following behaviors is most likely to
help you support the speaker and demonstrate your interest in the presentation
take notes of the speakers most important comments.
A client who is resistant to your sales pitch might show his defensiveness by
crossing his/her arms
which of the following visual aids is often used to clearly illustrate a company's sales by region
Geographic chart
which of the following is a characteristic of effective oral presentations
attracts attention.
what is the best way for an employee to obtain product specifications for a piece of office equipment
send a letter of inquiry to the vendor
when writing an executive summary, be sure that you
target people who don't have time to read the full report.
what is usually the tone of a simple written report
informal
Jenna is a social media coordinator for a boutique hotel. What is one task she should be sure to do
every day
respond to customer inquires.
What is one of the benefits to a business of reinforcing services orientation through communication
builds positive relationships with customers
A customer complained about the new toaster she had purchased because even on the lowest setting
it burned the toast. This kind of complaint is caused by the
manufacturer
, The executives of an airline recently determined that the cost of their extensive employee training
program was too high and decided to terminate the program. What is a possible consequence of this
decision
decreased quality of customer service.
. When Izzy spilled lemonade in a customer's lap, she apologized and brought out another lemonade
to
replace it. The customer was still unhappy and told Izzy that he wouldn't be returning to the
restaurant.
What could Izzy have done to recover in this situation?
offered the customer a restaurant gift card
Which of the following is a true statement regarding the relationship between customer service and
the
hospitality and tourism industry:
business success or failure depends on customer service
Tariq works at the front desk of a hotel. He tries to keep customers happy, but he finds it difficult to
do so
because his company does not have strong policies in place to handle issues. Tariq's customer service
practices are affected by
organizational culture
Due to bad weather, Clear Skies Airline had to cancel an international flight. How can Clear Skies
Airline
best deliver a positive moment of truth in this situation?
provide complimentary hotel rooms and food for stranded passengers
Due to bad weather, Clear Skies Airline had to cancel an international flight. How can Clear Skies
Airline
best deliver a positive moment of truth in this situation?
increased staffing for peaks in demand
Which of the following is an example of using social media to enhance a customer's post-sale
experience:
responding to negative and positive online reviews
Into what two categories can wants be divided?
economic and non economic
A Vermont ski shop has not yet received its November shipment of ski supplies. Since the holiday rush
is
only days away, you would expect prices of existing stock to
increase
A manufacturing company is well-suited for a divisional organizational structure broken down by
Verified Answers
What is a common consequence that comes with a civil lawsuit?
paying a fine
The goal of many government agencies is to protect the
rights of business
From a legal standpoint,, hospitality and tourism customers have the right to expect businesses in the
industry to take
reasonable care
Your class has a presentation from a guest speaker. Which of the following behaviors is most likely to
help you support the speaker and demonstrate your interest in the presentation
take notes of the speakers most important comments.
A client who is resistant to your sales pitch might show his defensiveness by
crossing his/her arms
which of the following visual aids is often used to clearly illustrate a company's sales by region
Geographic chart
which of the following is a characteristic of effective oral presentations
attracts attention.
what is the best way for an employee to obtain product specifications for a piece of office equipment
send a letter of inquiry to the vendor
when writing an executive summary, be sure that you
target people who don't have time to read the full report.
what is usually the tone of a simple written report
informal
Jenna is a social media coordinator for a boutique hotel. What is one task she should be sure to do
every day
respond to customer inquires.
What is one of the benefits to a business of reinforcing services orientation through communication
builds positive relationships with customers
A customer complained about the new toaster she had purchased because even on the lowest setting
it burned the toast. This kind of complaint is caused by the
manufacturer
, The executives of an airline recently determined that the cost of their extensive employee training
program was too high and decided to terminate the program. What is a possible consequence of this
decision
decreased quality of customer service.
. When Izzy spilled lemonade in a customer's lap, she apologized and brought out another lemonade
to
replace it. The customer was still unhappy and told Izzy that he wouldn't be returning to the
restaurant.
What could Izzy have done to recover in this situation?
offered the customer a restaurant gift card
Which of the following is a true statement regarding the relationship between customer service and
the
hospitality and tourism industry:
business success or failure depends on customer service
Tariq works at the front desk of a hotel. He tries to keep customers happy, but he finds it difficult to
do so
because his company does not have strong policies in place to handle issues. Tariq's customer service
practices are affected by
organizational culture
Due to bad weather, Clear Skies Airline had to cancel an international flight. How can Clear Skies
Airline
best deliver a positive moment of truth in this situation?
provide complimentary hotel rooms and food for stranded passengers
Due to bad weather, Clear Skies Airline had to cancel an international flight. How can Clear Skies
Airline
best deliver a positive moment of truth in this situation?
increased staffing for peaks in demand
Which of the following is an example of using social media to enhance a customer's post-sale
experience:
responding to negative and positive online reviews
Into what two categories can wants be divided?
economic and non economic
A Vermont ski shop has not yet received its November shipment of ski supplies. Since the holiday rush
is
only days away, you would expect prices of existing stock to
increase
A manufacturing company is well-suited for a divisional organizational structure broken down by
