2010 HS ICDCHOSPITALITY AND TOURISM CLUSTER EXAM11. The importance of following legal procedure is to provide each party withA. specific duties.C. due process.B. unique rights.D. formal requests.2. What is the purpose of the Travel Promotion Act of 2010?A. To encourage travel in the U.S. and CanadaB. To track promotional activities in hospitality and tourismC. To attract international visitors to AmericaD. To support price increases for hospitality and tourism services3. What action would you recommend a restaurant's manager take when the following situation occurred?The manager phoned a restaurant supply house to order new table linens and was told that she wouldalso need to buy a case of wine and two-dozen wine glasses to get the table linens. The manager did notwant the wine or the glasses.A.B.C.D.Visit the restaurant supply house to verify the quality of the wine and the glassesBuy the linens and the add-ons from the restaurant supply houseReport the restaurant supply house for fraudReport the restaurant supply house for antitrust violations4. What type of channel power does franchising represent in the hospitality and tourism industry?A. LegitimateC. CoerciveB. RewardD. Expert5. As Corrine spoke, Mike nodded his head in agreement. Mike's nonverbal cues indicated that heA. was upset with Corrine's message.C. thought Corrine's statement was funny.B. understood what Corrine was saying.D. was confused about Corrine's remark.6. One computer tool that a businessperson can use to organize online information for a research report isA. online survey services.C. statistical applications.B. index cards.D. mind-mapping programs.7. Why is it important to use the appropriate writing style when developing research reports?A. Enhances the writer's credibilityC. Allows the writer to express creativityB. Ensures the writer's objectivityD. Reduces the need to edit the content8. Which of the following is an example of a professional e-mail message that a businessperson might sendto a customer or business associate:A. The attached document provides you with directions to our facility.B. Thanx for quick response—u r very efficient.C. We loook forward two meeting with you on Tuesday at 3:00 p.m.D. WE NEED YOUR RESPONSE NOW!!!!9. Which of the following is an example of informal workplace communication:A. A human-resources manager conducts a training session for new employees.B. The president of the Cantrell Corporation announces expansion plans in a press release.C. A project manager develops a production schedule to distribute to the project team.D. Two coworkers share their opinions about a new work project during a coffee break.10. Which of the following statements is true about customer relationship management (CRM):A. A business has implemented a CRM program if it is providing good customer service.B. A primary goal of CRM is to maximize the long-term value of customer relationships.C. Price is the most important factor in building a long-term buyer/seller relationship.D. Organizational culture has little effect on a customer's experiences with a business.Copyright 2010 by MBA Research and Curriculum Center , Columbus, Ohio

2010 HS ICDCHOSPITALITY AND TOURISM CLUSTER EXAM211. A business exhibits ethical behavior in customer relationship management by implementing policies thatA. offer exclusive benefits.C. protect its customers' privacy.B. require customer feedback.D. encourage repeat sales.12. Which of the following involves a place (distribution) factor in hospitality and tourism:A. Expanding the restaurant's menu to include late-night fast-food optionsB. Using a blog to build interest in the opening of a new hotelC. Escorting guests to their roomsD. Providing lobby kiosks for guests to check themselves into the hotel13. An internal factor that affects the business environment isA. economic expansion.C. exchange rates.B. competition.D. job reorganization.14. Adapting to today's markets usually requires a business toA. overlook market trends.C. develop accounting procedures.B. keep up with technological changes.D. change its management style.15. Which of the following statements is true about the economic impact of hospitality and tourism:A. They are increasing overcrowding in cities.B. They are important in most countries' balance of payments.C. They foster world peace.D. They represent most countries' greatest imports.16. Which of the following is an example of a business paying property taxes:A. North-South Airline allocates 4,000 of its earnings to give to a college's scholarship fund.B. Cortland Hotel withholds a certain percentage of its employees' earnings, which it forwards to thefederal tax agency.C. Manny's Gas Station collects a gasoline tax from its customers at the point of purchase.D. The Bellman Corporation submits a 8,792 check to the government, which is based on thevalue of its office building.17. Which of the following is an example of job loss due to cyclical unemployment:A. Ryan recently lost his job in the construction industry during a time of economic contraction.B. Lizzy's temporary job at a gourmet food company ended in January after the holiday rush.C. Hannah left her position as a human resources manager so she could attend graduate school.D. Tristan lost his management job when the coal supply had been depleted at the mine where heworked.18. Because the leaders of a business set the tone for the business's beliefs and values, they are part of thebusiness's subculture.A. powerC. independentB. naturalD. achievement19. Jon decided to promote Bill instead of Maggie to regional manager because he thinks that women aren'tassertive enough in business situations. Jon is stereotyping on the basis ofA. gender.C. religion.B. ethnicity.D. age.20. Characteristics of self-confident people include an ability to inspire others, the willingness to take risks,and the capacity toA. admit their mistakes.C. limit their expectations.B. minimize their contributions.D. deny their weaknesses.21. Which of the following behaviors is often associated with effective hospitality and tourism managers:A. Exhibiting self-controlC. Questioning employees' motivesB. Discouraging dissentD. Being critical of others

2010 HS ICDCHOSPITALITY AND TOURISM CLUSTER EXAM22. What is a negative effect of workplace gossip?A. Lower productivityB. More collaboration3C. Less conflictD. Higher morale23. Your coworker Tim tells you that he has been experiencing a lot of stress at work lately. What is the bestadvice that you could give Tim that may help him more effectively manage his stress on a daily basis?A. Persuade him to take an unpaid leave of absenceB. Suggest that he reassign some of his work to othersC. Encourage him to take on additional projects so he doesn't focus on the stressD. Tell him to use deep breathing and visualization techniques24. An advantage to using consensus building for decision making is that itA. encourages teamwork.C. saves time.B. eliminates conflict.D. increases self-interest.25. Stacy believes that she can find ways to increase her efficiency at work. She sets high standards andgoals for the quality of her work. Stacy is a person who possessesA. empathy and creativity.C. an achievement orientation.B. a laid-back attitude.D. extroverted personality traits.26. Pedro received a check in the amount of 432.87 from the Tabor Corporation, a company in which he isa stockholder. This source of income is referred to asA. dividends.C. interest.B. wages.D. inheritance.27. One way to reduce the risk of identity theft is byA. photocopying credit-card receipts.B. disabling computer virus software.C. storing passwords on web browsers.D. shredding old bank statements.28. How do businesses transfer risk?A. Screen employeesB. Implement security measuresC. Check for hazardsD. Obtain insurance29. Ethical accounting behavior involves usingA. flexible standards.B. due care.C. passive concern.D. personal preferences.30. On a balance sheet, a business's equipment are listed asA. current liabilities.C. fixed assets.B. current assets.D. long-term liabilities.31. Which of the following is an appropriate use of a travel agent's petty-cash fund:A. Buying center pieces for the monthly travel agents association meetingB. Paying for radio advertising about an upcoming specialC. Taking new clients out to dinnerD. Buying postage to mail a client's tickets32. Which of the following is a situation that demonstrates the use of technology to recruit employees:A. The TRN Company posts its current job openings on its web site.B. The Cohen Corporation sends application forms to potential job candidates.C. A human resources manager prints review forms from a computer printer.D. A training manager distributes CDs containing the company policy manual during orientation.

2010 HS ICDCHOSPITALITY AND TOURISM CLUSTER EXAM433. Which of the following is always a true statement about marketing information used in hospitality andtourism:A. Hospitality and tourism information is costly to obtain.B. Little marketing information is available for hospitality and tourism.C. Its value is in the insights it provides and the decisions it influences.D. Its value lies in the number of studies that are conducted and the resources that are used.34. Which of the following is an example of primary hospitality and tourism market information:A. Financial statements provided in annual reportsB. Automated guest history records that can be shared by affiliated businessesC. Reservation records and registration informationD. Free reception for frequent travelers in which feedback is collected35. A restaurant wants to predict how their customers will react to a new menu. What type of relationshipshould the restaurant mine from blogs?A. ClustersC. Sequential patternsB. ClassesD. Associations36. Which of the following can be learned from monitoring the sales data of any hospitality and tourismbusiness:A. Average size of customers' familiesC. Average amount of sales per customerB. Median age of customersD. Most frequently preferred color of customers37. Which of the following research techniques should you select if you need an accurate picture ofrestaurant customers' buying or usage patterns/habits:A. ObservationC. Personal interviewB. Focus groupD. Survey38. The research data indicate a correlation of -1 r 0. What does that tell you?A. There is perfect correlation between the two variables.B. The two variables tend to increase or decrease together.C. One variable increases as the other variable decreases.D. The two variables do not vary together at all.39. Which of the following will the audience for a research report expect to find in an executive report:A. Statements of purpose and scopeB. Charts and graphsC. An explanation of the technical information presentedD. Summary of each page in the research report40. When presenting research findings orally, you can help an audience of business professionals to betterunderstand the findings if youA. use meaningful comparisons.B. call on the audience to explain their understanding of the research.C. designate a research team member to ask questions.D. provide a bibliography of the resources cited.41. When customers have low involvement with a product, and there is little difference among brands, whattype of buying behavior are they exhibiting?A. VarietyC. ComplexB. HabitualD. Basic42. When should a “customer-focused orientation” begin for hospitality and tourism businesses?A. When the initial contact with the business is madeB. When the customer receives the billC. When the customer enters the businessD. When the business attempts to a build long-lasting customer relationship

2010 HS ICDCHOSPITALITY AND TOURISM CLUSTER EXAM543. What type of market segmentation would be appropriate to use when a hotel targets people who aretraveling with their pets?A. Psychographic-social classC. Demographic-genderB. Behavioral-benefits soughtD. Mass market44. The Microsoft Corporation generated 51.12 billion in revenue in 2007. This is an example ofA. inconclusive evidence.C. factual information.B. unwarranted criticism.D. current data.45. An advantage to a business that uses intranet capabilities is that is allows employees to share thebusiness's information withA. former employees.C. customers.B. competitors.D. each other.46. Patrick e-mails a newsletter attachment to 255 of his clients once a month. How can Patrick reduce theneed to enter each client's individual e-mail address in the e-mail message header every time he sendsout the newsletter?A. Create a distribution listC. Use the copy/paste applicationB. Flag the messageD. Delete old contact information47. What software are hotels, resorts, and various transportation entities using to expedite the reservationprocess for customers?A. Online bookingC. Customer relationship managementB. Customer reservation systemsD. Websites48. What type of business record can a gift shop review to determine how many customers purchased itemson Tuesday?A. Quarterly credit statementsC. Cash balancesB. Daily sales receiptsD. Inventory status records49. What trend has resulted from the desire of the hospitality and tourism industry to gain a competitiveadvantage by exceeding customer expectations?A. Increased emphasis on trainingC. Increased emphasis on customer safetyB. Increased attention to legal issuesD. Increased attention to sustainable resources50. Which of the following is an example of an ethical issue related to the business's operations function:A. A salesperson gives a customer a price break on an obsolete item.B. An assistant buyer accepts a gift from a potential vendor.C. A manager obtains shipping information from several transportation companies.D. An assistant supervisor changes the weekly production schedule.51. What is likely to occur if a business's employees do not follow the business's security procedures?A. Increased risk of theftC. Decreased financial lossesB. Increased accident ratesD. Decreased counterfeiting activity52. To meet project deadlines, it is important for project managers and team members to possessA. effective time-management skills.C. a creative mindset.B. complex technical knowledge.D. unlimited resources.53. It is important for a business to evaluate the financial condition of a potential vendor during the vendorselection process to assess theA. vendor's required lead times.B. reliability of the products that the vendor carries.C. vendor's levels of customer service.D. risk levels of doing business with the vendor.

2010 HS ICDCHOSPITALITY AND TOURISM CLUSTER EXAM654. The SLN Company is evaluating how many snowboards that it needs to make to accommodate theanticipated demand during the winter months. This activity is performed during the stage ofthe production process.A. planningC. routingB. schedulingD. conversion55. When a purchasing agent ordered product for a national park's gift shop, s/he agreed to the terms F.O.B.destination. What can the purchasing agent expect as a result of these terms?A. The transportation company will pay shipping charges to the park's destination.B. The purchasing agent will pay shipping charges from the vendor's shipping point.C. The park will not be charged shipping charges since it's a government agency.D. The vendor will pay shipping charges to the national park's gift shop.56. How can front-office staff at a small property secure the lobby and reception areas from outsiders duringthe late night?A. By observing escalators and elevatorsB. By denying access to the propertyC. By denying access to stairwellsD. By monitoring surveillance equipment of the pool area57. What action should hotel employees take when a fire occurs, and they determine that they cannotcontain it themselves?A. Relocate gas-powered equipment to the middle of the roomB. Use an A-B-C fire extinguisherC. Shut off air-conditionersD. Open windows to let the fire out of the building58. How can keeping your workspace organized and clutter-free benefit you at work?A. It enhances your stress levels.C. It improves your computer skills.B. It prevents you from feeling overwhelmed.D. It reduces your need to set priorities.59. After considering several options, Carla selected the Copy-It-Fast Print Shop to print the business cardsfor her new company. Carla chose the print shop because it provided her former employer with qualitygoods and services. Carla made her decision on the basis ofA. friendship.C. bias.B. emotion.D. experience.60. Employers expect their employees to show their dependability byA. making suggestions for improvement.C. telling coworkers how to do their jobs.B. asking for deadline extensions.D. arriving at work on time.61. Lynda just graduated from college with a degree in recreation and parks management. She enjoysplaying several different outdoor sports. Also, through her work as a lifeguard and camp counselor, shehas found that she likes being in charge and working with others. Which of the following hospitality andtourism careers would you recommend that Lynda pursue:A. Human resources directorC. Resort activities directorB. Timeshare sales managerD. Convention manager62. What action can workers take to acquire new skills that can enhance their job performance?A. Obtain recommendations from othersC. Take classes at a community collegeB. Complete a college applicationD. Contact former employers63. Which of the following is typically required to obtain a hospitality-related certification:A. A salary increase or additional leave timeC. An industry sponsor or mentorB. A passing score on a certification examD. A supervisory or management-level position

2010 HS ICDC7HOSPITALITY AND TOURISM CLUSTER EXAM64. Which of the following early 20th century events had the most positive impact on the growth of masstourism:A. The introduction of paid personal leave time for employeesB. A shift in focus from industrialism to agricultural pursuitsC. The development of an American passenger train systemD. Widespread access to computers and the Internet65. Which of the following factors impacts the price of hospitality and tourism products:A. InelasticityC. FragilityB. TangibilityD. Seasonality66. Which of the following would be the best option for restaurant managers to do to encourage theidentification of new product ideas:A. Encourage competitors to recommend new product ideasB. Encourage employees to report new product ideas from other restaurants they visitC. Encourage family members to generate new product suggestions and ideasD. Encourage their trade association to regularly submit new product ideas to local restaurants67. Which of the following is an example of a business's core values:A. We deal honestly and fairly with our customers and ourselves.B. We are decreasing our overall expenses by 5% over the next 12 months.C. Demonstrate a customer-service mindset.D. Social media are used to reach our target market.68. Determine the stock turnover rate at retail at Betty's Barbecue at the end of 2009 using the current assetsportion of the restaurant's balance sheet and a portion of Betty's income statement for the same timeperiod. Round the answer to the nearest tenth, if needed.Betty's BarbecueBalance SheetDecember 31, 2008Current AssetsCashAccounts ReceivableInventoryPrepaid ExpensesSuppliesTotal Current Assets 9,0003,50042,5003,5002,500 10,5004,80038,3004,2002,300 61,000Betty's BarbecueIncome StatementDecember 31, 2008RevenueGross SalesSales AllowancesSales DiscountsNet SalesA. 161 timesB. .4 timesBetty's BarbecueBalance SheetDecember 31, 2009 60,100Betty's BarbecueIncome StatementDecember 31, 2009 325,000250750 350,000425675 324,000 348,900C. 27.7 timesD. 5.8 times69. What characteristic of the hospitality and tourism product is described in the following scenario:If an airline sells 150 of 200 seats on an airplane, the airline cannot inventory the seats until the nextflight and sell 250 seats.A. PerishabilityB. SeasonalityC. Sta