Deck 8: Understanding Organizational Customers

Question 1

Many corporations are tightening the budgets for corporate travel, resulting in less travel or cheaper transportation alternatives.

Answer 1

True

Question 2

Most segments of customers have very similar lead times for purchasing the hotel product.

Answer 2

False

Question 3

The best way for planners to resolve potential problems is to have a pre- conference meeting with each involved on- site department.

Answer 3

True

Question 4

The corporate travel market is not very desirable for hotels because it tends to not pay competitive rates consistently throughout the year.

Question 5

Planners always visit the hotels or restaurants to which they send their organizational group.

Question 6

Downsizing has led to the growth of more independent professional meeting planners who do not work for just one company but plan meetings for numerous corporate clients.

Question 7

Corporate travel managers are different from corporate meeting planners in that they plan individual travel schedules.

Question 8

Each collection of organizational customers with a common purpose has different needs.

Question 9

Professional planners are becoming more educated as to what is best for their meetings.

Question 10

Corporate travel managers are different from corporate meeting planners in that they plan individual travel schedules.

Question 11

Evaluation after a meeting is critical for the planner, but not for the hosting site (hotel, convention center, etc).

Question 12

Most major airlines have a special website for corporate travel managers.

Question 13

As organizational planners gain more job experience, they rely less heavily on the salespeople.

Question 14

In some cases, travel and entertainment budgets can be as much as 25 percent of an organization's costs.

Question 15

For the planner, it is not critical that the needs of the meeting be translated into measurable results.

Question 16

The successful execution of a meeting will depend on prior steps that were taken in preparation.

Question 17

Airline crew members have similar needs and problems to those of other travelers.

Question 18

Corporate meeting planners are far more likely to rely on sales staff than on site inspections when selecting meeting destinations.

Question 19

The travel manager and the meeting planner are never the same person.

Question 20

Hotel room "rack rates" are the rates from which the actual hotel room rate is negotiated.

Question 21

The most common type of corporate meeting is .

A) A training meeting
B) A sales meeting
C) A seminar
D) A management meeting

Question 22

Motivations of the group tour market include:

A) Lower travel costs
B) Planned itineraries
C) Companionship
D) All of the above
E) None of the above

Question 23

The challenge of meeting planners has amplified in recent years because of the corporate trend toward:

A) Decreased technology
B) Increased technology
C) Upsizing
D) Downsizing
E) None of the above

Question 24

At a , the planner reviews the details of the meeting with each department to ensure that communications have not been distorted through the conference service manager.

A) Follow- up sales meeting
B) Pre- conference meeting
C) Initial sales meeting
D) Post- conference meeting
E) None of the above

Question 25

The top two concerns of corporate planners are:

A) Making the meeting agenda relevant and the cost of flying to the destination
B) Convention services staff and making the meeting agenda relevant
C) Room rates and the accessibility of the destination by air
D) The accessibility of the destination by air and the cost of food, beverage and entertainment at the destination
E) Convention services staff and the cost of food, beverage and entertainment at the destination

Question 26

The incentive planner is different from other planners in that:

A) All phases of the excursion must be planned to enhance the end- user experience
B) Each customer must also be work productive while on the trip
C) They work on commission
D) They have strict industry regulations

Question 27

According to Yesawich, Pepperdine, Brown & Russell's 2004 Portrait of North American Meeting Planners, the average lead time for a group of 201- 400 people is:

A) 6.3 months
B) 9.5 months
C) 13.2 months
D) 15.2 months
E) 16.6 months

Question 28

Each segment of customers has different for purchasing the hotel product.

A) Buy times
B) Lead times
C) Purchase cycles
D) All of the above

Question 29

An is a division of a travel agency that is located inside the offices of the organizational customer

A) Internal travel unit
B) In- plant
C) Inside account
D) Internal agency
E) None of the above

Question 30

Which of the following are misconceptions about CVBs?

A) Bureaus own and/or run the convention center.
B) CVBs solely book hotel rooms and convention space.
C) CVBs only work with large groups.
D) Planners have to pay CVBs for their services.
E) All of the above are misconceptions about CVBs.

Question 31

The most common complaint planners have about hotel salespeople is:

A) The salesperson has not taken enough time to find out about their business
B) The salesperson does not offer competitive prices
C) Cold calls
D) High- pressure selling
E) None of the above

Question 32

According to the IACC, the biggest difference between a combined hotel- and- conference center and a true conference center is .

A) Linguistics
B) Technical services
C) Logistics
D) Human services

Question 33

Whose task is it to control travel and entertainment costs without losing the quality of the product?

A) Corporate travel managers
B) Corporate travel buyers
C) Corporate administrative assistants
D) Corporate meeting planners
E) None of the above

Question 34

The actual incentive trip can take any of the following forms:

A) Pure incentive
B) Incentive weekends
C) Incentive plus
D) All of the above

Question 35

The meeting planner has to plan the meeting and sleeping room requirements as well as the "fun" like entertainment, sightseeing, etc.

A) Conference
B) Incentive
C) Corporate
D) Trade show

Question 36

Corporate rates usually are lower than rack rates.

A) 1- 5%
B) 5- 10%
C) 10- 15%
D) 15- 20%
E) 20- 25%

Question 37

Which group market is a price sensitive, non- profit organization market?

A) Business Travelers
B) Leisure Travelers
C) FIT
D) SMERF
E) None of the above

Question 38

Incentive planners visit the host site and the hotels, restaurants and ground operators at the site before developing the package.

A) Almost always
B) Sometimes
C) Rarely
D) Never

Question 39

The IACC (International Association of Conference Centers) has established criteria in order for centers to use the "conference center" designation. These include all except:

A) The average group size must be 150 or more.
B) 60% of total revenue must be conference related.
C) The average group size must be 75 or less.
D) 60% of available meeting space be dedicated, single- purpose meeting space.

Question 40

Some companies with large travel budgets have hired to coordinate travel while controlling costs.

A) A division of a travel agency that is located inside the office of the company
B) "In- plants"
C) "Rate buckets"
D) A and B only

Question 41

According to the text, the major sub- markets of SMERF include all of the following except:

A) Education
B) Religious
C) Social
D) Military
E) Sexual preference

Question 42

What are the main differences between the organizational market and the individual customer market segments discussed in chapter seven?

Question 43

The are more important than the when it comes to executing all aspects of the association, convention and trade show events.

A) Convention service managers; sales managers
B) Sales managers; working employees
C) Sales managers; convention service managers
D) Sales managers; general managers

Question 44

The airline crews usually do not operate on expense accounts, but rather on which are capped at a fixed daily allowance.

A) Per diem
B) Pre- fixe
C) Per- use
D) Per- day

Question 45

Which of the following is true?

A) CVBs solely book hotel rooms and convention space
B) Planners have to pay CVBs for their service
C) CVBs act as mediators, connecting the meeting need to the community provider
D) CVBs only work with large groups

Question 46

CVB stands for:

A) Correlation and Value Business
B) Connection and Venture Bureau
C) Connection and Visitors Bureau
D) Convention and Visitors Bureau

Question 47

are the most important aspect of the group tour package because it is becomes a stable part of everything the vacationer decides to do.

A) Airline accommodations
B) Restaurant accommodations
C) Hotel accommodations
D) Transportation accommodations

Question 48

CVB organizations are .

A) Nonprofit
B) Profit sharing
C) Government supported
D) For profit

Question 49

Discuss the importance of the pre- and post- evaluations for the organizational customer.

Question 50

The association, convention and trade show markets .

A) Are one and the same
B) Are separate and distinct
C) Overlap
D) Have similar needs although with different types of groups
E) Both A & D

Question 51

in the world has/have a free- standing convention center

A) Not one major city
B) A few major cities
C) Most major cities
D) All major cities