4172885
Description
Quiz by spencer.ellis96, updated more than 1 year ago
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Created by spencer.ellis96
over 8 years ago
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Question 1
Question
What constitutes superior service?
Answer
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Work done for others
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The reality of a guests' stay is less than expected
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The reality of a guests' stay is exceeded
Question 2
Question
Which of the following is NOT a challenge businesses face when managing and marketing their products and services?
Answer
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The nature of the product is different
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People are a part of the product
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The service's provided cannot be inventoried
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Customers have no contact with their servers
Question 3
Question
Hotels and restaurants provide intangible products.
Answer
- True
- False
Question 4
Question
Which of the following are the steps for strategic planning?
Answer
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Perform SWOT analysis, Implement strategies, formulate strategies, and monitor results
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Monitor results, perform SWOT analysis, formulate strategies, and implement strategies
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Perform a SWOT analysis, formulate strategies, implement strategies, and monitor results
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Perform a SWOT analysis, manage supply, implement strategies, and monitor results
Question 5
Question
Which of the following are ways a hotel or restaurant can manage supply and demand?
Answer
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Hire part-time employees to work during rush hours
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Send away all guests after a certain number
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Offer special deals during slow periods
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Taking reservations
Question 6
Question
The components of a strategic service vision are (1) targeting a market segment and (2) managing demand.
Answer
- True
- False
Question 7
Question
The five things organizations can do to help them deliver good service: don't forget who you are, encourage every employee to act like a manager, handle [blank_start]moments of truth[blank_end] correctly, hire good people and keep them happy, respond in a timely manner.
Answer
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moments of truth
Question 8
Question
What are Disney's four basic service priorities?
Answer
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Safety, courtesy, show, and efficiency
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Safety, courtesy, price, and efficiency
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Danger, fun, promotion, and time
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Safety, courtesy, price, and focus
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