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DECA Hospitality and Tourism Cluster Exam Complete Questions And Answers
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DECA Hospitality and Tourism Cluster Exam Complete Questions And Answers
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DECA Hospitality and Tourism ClusterExam Complete Questions And Answers
Trent lives in a state that prohibits texting while driving. He doesn't text while driving
because he knows it is against the law, but he is constantly changing his music and
looking at the map on his phone while he drives. Trent is most likely to be following the
__________ law against texting while driving but not the __________ law.
A. civil; criminal
B. spirit of the; letter of the
C. letter of the; spirit of the
D. criminal; civil CORRECT ANSWERS D
The relationship between a creditor and a debtor is usually based on the debtor's
A. pricing method.
B. billing schedule.
C. type of account.
D. ability to pay. CORRECT ANSWERS D
Which of the following types of regulations is most likely to affect a hotel chain's profits:
A. Certain types of weapons banned in public places
B. Stricter enforcement against insider trading
C. New privacy laws for health care professionals
D. Increased taxes on gasoline purchases CORRECT ANSWERS D
Your coworker is running his first meeting, and you know he is nervous. How can you
encourage him as he is speaking?
A. Show interest by nodding and smiling.
B. Look at your notes so he is not intimidated.
C. Speak up when you disagree with him.
D. Pay attention to nonverbal cues. CORRECT ANSWERS A
Which of the following is a correct interpretation of a common nonverbal cue:
A. Fidgeting can signal nervousness or impatience.
B. Crossed arms can signal friendliness and availability.
C. Clenched fists can signal intelligence and awareness.
D. Eye contact can signal anger or irritation. CORRECT ANSWERS A
Elizabeth is giving a speech about Abraham Lincoln. She starts with his early political
life, moves on to his time as president, and then ends with his death. What common
organizational pattern is she using for her speech?
A. Spatial
B. Topical
,C. Chronological
D. Cause-and-effect CORRECT ANSWERS C
Luke is writing a complex report that will be submitted to the company's board of
directors. He has collected relevant information that he would like to provide to the
audience—information that is not necessary to include in the body of the report. In what
section of the report should Luke include this supplemental information?
A. Executive summary
B. Bibliography
C. Appendix
D. Table of contents CORRECT ANSWERS C
Which of the following is appropriate behavior when writing and sending a professional
email:
A. Attaching several unnecessary files
B. Leaving the subject line blank
C. Taking a long time to respond to an email
D. Proofreading your email before sending it CORRECT ANSWERS D
Which of the following pieces of information would be most appropriate for posting on
LinkedIn or another professional social networking site:
A. Concerns you have about your current job or career
B. Photos of your family from a recent vacation
C. An award you received at work
D. Updates on your personal marathon training CORRECT ANSWERS C
In which of the following situations is it best to communicate by holding a face-to-face
meeting:
A. A manager conducts an employee's annual performance review. B. An employee
needs to obtain a price list from a vendor.
C. A manager wants an employee to submit his/her timesheet for approval.
D. An employee needs to ask for an expense form for reimbursement. CORRECT
ANSWERS A
Which of the following is a true statement regarding customer complaints:
A. The best companies do not receive customer complaints.
B. Customer complaints can benefit employees and businesses.
C. Almost all customer complaints involve the product.
D. The reasons for customer complaints are usually hidden. CORRECT ANSWERS B
Why should hotels train their staff on using guest recovery solutions?
A. To empower staff members to resolve customer service complaints
B. So they can inform unhappy customers of the hotel's policies
C. So they understand that recovery solutions are required by law D. To reduce a
hotel's legal obligations to unsatisfied customers CORRECT ANSWERS A
, Which of the following is an example of a during-the-sale touchpoint:
A. Customer satisfaction surveys
B. The physical aspects of the business
C. Rebates
D. Word-of-mouth advertising CORRECT ANSWERS B
Riley loves talking to people, so she always goes out of her way to ask customers for
feedback and gets to know them personally. This is an example of how
A. employees should try to keep their distance from customers.
B. a company's culture affects its customer service.
C. extraverted people have a higher success rate in hospitality.
D. an employee's personality impacts customer service practices. CORRECT
ANSWERS D
Which of the following is a way to anticipate customer needs without asking:
A. Focus on selling products.
B. Get to know customers.
C. Plan customer service efforts.
D. Offer online chat support. CORRECT ANSWERS B
Which of the following is an example of a positive moment of truth in customer service:
A. Aggressively upselling to customers
B. Offering a customer-satisfaction survey
C. Following a script when talking to customers
D. Showing concern for customers' lengthy wait CORRECT ANSWERS D
Lucia's Bistro is struggling to keep up with the dinner rush. The managers decide to
offer half-off appetizers from 3-5 p.m. as a way to
A. reduce the number of customers to maximize capacity.
B. increase its gross sales margins.
C. improve product quality.
D. manage customer experience during peaks in demand. CORRECT ANSWERS D
If a good or service is scarce, consumers will usually be
A. unwilling to buy it.
B. uninterested in owning it.
C. able to get as much of it as they want.
D. willing to pay money to get it. CORRECT ANSWERS D
A car dealership purchases new cars from a Ford factory and then sells them to
consumers. What type of business model is this?
A. Manufacturer
B. Distributor
C. Trader
D. Importer CORRECT ANSWERS B
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