HTIIA: Unit 2 Practice Quiz

While a product is typically tangible, the notion of service can be far more:

• inherent.

• conceptual.

• regrettable.

• concrete.

Understanding how to demonstrate hospitality traits is an essential part of what profession?

• teaching

• sanitation

• service

• equestrian

Fairfield is a small, rural town in Pennsylvania. The three biggest stores in Fairfield are a natural foods shop, a sporting goods shop, and an organic bakery. Which two shops are MOST likely in competition with each other?

• the natural foods shop and the sporting goods shop

• the natural foods shop and the organic bakery

• the organic bakery and the sporting goods shop

• they are all in equal competition

A local business in Toronto, Canada, has a reputation for offering a spectacular customer journey, regardless of whether purchases are made online or in their brick-and-mortar shop. In this context, what does the term ‘customer journey’ refer to?

• the act of receiving, processing, and interpreting messages

• things being bought and sold

• the sum of the buyers’ interactions and experiences from start to finish

• the customer’s first touch points

Akemi is filling out an application for a job in the hospitality industry. She is confused about the section of the application that asks her to describe her interpersonal skills. What type of skills is the application looking for Akemi to describe?

• her abilities to manage her own feelings as well as those of others

• her ability to deal with customers in a kind and effective way

• her ability to help others build relationships with their coworkers

• her ability to resolve conflict among others

Malik is writing an article for his school newspaper on hospitality. As he proofreads his work, he realizes he’s overused the word “hospitality.” Which of the following would NOT be a solid synonym Malik could use in place of hospitality?

• affability

• cheer

• humor

• congeniality

Luther plans to buy a 3D television online. He found a reputable seller and has looked through the website, which is user friendly. Luther still has some questions, but when he tries to get through to customer service, he cannot speak to a real person—only recordings. Luther becomes frustrated. Luther has decided not to buy the 3D TV from this company because they were unable to properly handle what aspect of the transaction?

• customer touchpoints

• emotional services

• hospitality industry

• conflict resolution

What type of services are all about accommodating and satisfying the customer through a comprehensive set of personal, practical, and professional skills?

• financial services

• hospitality services

• conflict resolution

• communication skills

During his annual employment review, Tyler’s manager compliments him on his ability to understand and share the feelings of others, with both coworkers and customers alike, and his ability to use this skill in conflict resolution. What specific skill or characteristic is Tyler’s manager referring to?

• impatience

• assertiveness

• humor

• empathy

For a hospitality business, what factor can mean the difference between success, relative success, and total failure?

• having a fun and carefree business model

• catering only to the extremely wealthy

• offering an extremely rare product that no one else has

• being aware of and staying ahead of the competition