CBT review-week 11

2. Unit-15: What does a business introduce to create high levels of consumer care?

• A. Mission statement.
• B. Customer diversification.
• C. Marketing strategy.
• D. Customer charter.

3. Unit-15: What best describes a Key Performance Indicator?

• A. A way to compete with other hotels.
• B. A measure to monitor success.
• C. A way of comparing success rates.
• D. A measure to identify financial loss.

4. Unit-15: Why is it important to benchmark own services against competitors?

• A. To establish own business goals.
• B. To identify potential new customers.
• C. To assess strengths of own business.
• D. To show their weaknesses on social media.

5. Unit-15: Which facility would be most likely to offer a valet service?

• A. Camping site.
• B. Resort hotel.
• C. Business hotel.
• D. Holiday village.

6. Unit-16: What is the most professional way for an individual member of staff to help maximize hotel sales?

• A. Provide outstanding customer service.
• B. Monitor activity from nearest competitors.
• C. Write a review on an external review site.
• D. Talk about the hotel on their own twitter feed.

7. Unit-16: What would be a way to provide an incentive to staff who maximize occupancy?

• A. Warn of disciplinary action.
• B. Hire a larger number of supervisors.
• C. Base all wages on performance.
• D. Create a commission structure.

8. Unit-16: What is a key focus of the promotion of the marketing mix for a hotel?

• A. Support products.
• B. Facilitating products.
• C. Core products.
• D. Complimentary products.

9. Unit-16: What is the most effective way for a small boutique hotel to advertise a 15% January sale?

• A. Large media campaign.
• B. Notice board at reception.
• C. Email to mailing list.
• D. Individual sales calls.

10. UNIT-20: Why do hotels ask guests to rate their stay?

• A. To praise appropriate staff.
• B. To understand customer perception.
• C. To identify profit-making investments.
• D. To reduce negative online reviews.

11. UNIT-20: How can numerical occupancy statistics be analyzed effectively?

• A. Add up all the values.
• B. Multiply all the values.
• C. Look for trends within the data.
• D. Rank the data in highest number order.