Question 1

Green retailing refers to ___________.&#10;A) promoting environmentally responsible products&#10;B) selling organic products&#10;C) customer relations management&#10;D) educating staff about green issues

Accepted Answer

Green retailing refers to promoting environmentally responsible products, such as those made from sustainable materials or products that have a lower environmental impact compared to traditional ones. Selling organic products and educating staff about green issues can be part of green retailing, but they are not the only aspects of it. Customer relations management is a broader concept that does not necessarily relate to environmental responsibility.

Question 2

Hospitality marketing managers aim to ___________.&#10;A) find, attract, and grow target customers.&#10;B) increase sales of the business&#10;C) increase profits for the business&#10;D) check revenue of the business

Accepted Answer

Hospitality marketing managers aim to find, attract, and grow target customers by using various marketing strategies to increase sales and revenue for the business, which ultimately leads to increased profits. Monitoring revenue is important, but it is not the primary aim of hospitality marketing managers.

Question 3

Customer satisfaction depends on a product's _______________.&#10;A) perceived performance&#10;B) quick service&#10;C) availability&#10;D) brand name

Accepted Answer

Customer satisfaction is based on the perceived performance of a product, or how well it meets the customer's expectations and needs. Quick service, availability, and brand name can all contribute to customer satisfaction, but they are not the primary factors.

Question 4

A hospitality company must first decide whom to serve.How should such a company make such a decision?&#10;A) Through creating market segments&#10;B) Through serving repeat customers first&#10;C) Through serving all customers quickly&#10;D) Through giving priority to business customers

Accepted Answer

Creating market segments allows the company to identify and understand the different groups of customers they can serve. This helps the company to tailor their products and services to meet the specific needs of each segment, ultimately improving customer satisfaction and increasing revenue.

Question 5

Which is the most demanding job in a service business?&#10;A) Front line job&#10;B) Marketing management&#10;C) Designing the marketing strategy&#10;D) Dealing with complaints

Accepted Answer

Front line jobs in a service business are the most demanding as they directly interact with customers and are responsible for providing quality service, handling complaints, and maintaining customer satisfaction. They require constant attention, quick thinking, and excellent communication skills. Marketing management and designing the marketing strategy are important roles, but the pressure and immediate impact of front line jobs make it the most demanding job in a service business. Dealing with complaints can be part of front line jobs, but on its own, it is not as demanding as the front line role itself.

Question 6

Why is the People element of the 8 Ps so important?&#10;A) Because they are the customer facing staff, need good customer skills&#10;B) Because lots of staff provide a good service&#10;C) Because lots of people needed to run a hotel&#10;D) Because they are smartly-dressed customer facing staff

Accepted Answer

The People element of the 8 Ps is important because they are the customer facing staff and need good customer skills to ensure customer satisfaction and repeat business. Simply having lots of staff or smartly-dressed staff does not necessarily guarantee good service or customer satisfaction.

Question 7

Ideally, the sales force and other marketing functions should work together to ____________________.&#10;A) create value for customers&#10;B) increase sales&#10;C) create brand awareness&#10;D) increase profit

Accepted Answer

The ultimate goal of marketing is to create value for the customers, and the sales force is responsible for translating that value into sales. Therefore, both functions should work together to create and deliver value to customers, which will ultimately lead to increased sales and profits, as well as brand awareness.

Question 8

What does performance analysis mean?&#10;A) Verifying that there is a performance deficiency and determining whether a deficiency should be rectified through training or some other means&#10;B) Conducting a detailed study of the job to determine what specific skills are required&#10;C) Conducting a job analysis&#10;D) Reviewing the recruitment strategy

Accepted Answer

Performance analysis involves identifying performance deficiencies and determining the most effective way to address them, whether it be through training or other means. Options B, C, and D are not directly related to performance analysis.

Deck 6: Marketing for the Hospitality Industry; Hospitality Human Resource Management