Guest Expectations MCQs
Guest Expectations MCQs
These Guest Expectations multiple-choice questions and their answers will help you strengthen your grip on the subject of Guest Expectations. You can prepare for an upcoming exam or job interview with these 40+ Guest Expectations MCQs.
So scroll down and start answering.
1: Action plan is the _________ that translates the service strategy into guides for employee activity over the coming period, usually a year .
A. Specific plans
B. General plans
C. Simple plans
D. None of these
2: A group of people generate and share ideas in open discussion, often in a free-association way, about what the future may bring is known as ________ .
A. Servicescape
B. Brainstorming
C. Service package
D. Service product
3: Brand image is the image or icon associated with a specific product, service, or organization, meant to help customers .
A. True
B. False
4: Brand name is the name of a specific ________ used to differentiate the organization’s offerings from those of competitors.
A. Product
B. Service
C. Organization
D. All of these
5: A specific factor or characteristic that a business sees as being a key strength for how it provides its service product is known as _______ .
A. Delphi technique
B. Core competence
C. Differentiation
D. Environmental assessment
6: Which of the correct statements about Delphi technique ?
A. As a qualitative forecasting tool, a rather formal process involving surveying experts to get their individual forecasts
B. The day of the year which the organization assumes when determining how much capacity to design
C. A strategy designed to create in the guest’s mind desirable differences, either real or driven by marketing and advertising, between the service
D. None of these
7: Design day used to balance the costs to the organization of excess capacity and the costs to the guest .
A. True
B. False
8: Which strategy is designed to create in the guest’s mind desirable differences, either real or driven by marketing and advertising ?
A. Differentiation
B. Econometric models
C. Environmental assessment
D. None of these
9: Econometric models are elaborate mathematical descriptions of multiple and complex relationships .
A. True
B. False
10: A careful examination of the present opportunities and threats in the external business environment is known as _______ .
A. Delphi technique
B. Core competence
C. Differentiation
D. Environmental assessment
11: A qualitative forecasting tool, a group of people—frequently guests ,this statement is related to _______ .
A. Delphi technique
B. Core competence
C. Differentiation
D. Focus group
12: Which process of making predictions of future trends, or the impact of current trends on future business ?
A. Delphi technique
B. Forecasting
C. Differentiation
D. Focus group
13: Green movement is a diverse set of _________ movements advocating for sustainable management of resources and addressing issues of climate change.
A. Political
B. Scientific
C. Social
D. All of these
14: A careful examination of the organization’s present internal condition, its strengths is known as _________ .
A. Internal assessment
B. External assessment
C. Both a & b
D. None of these
15: Key drivers determined by surveying and studying guests .
A. True
B. False
16: An organization that tries to compete within its market primarily by maximizing operational or production efficiencies and minimizing organizational costs is known as _______ .
A. Low-price provider
B. Market niche
C. Mission statement
D. Quantitative forecasting tools
17: Market niche is a gap in a market that an organization ________ to fill to attract customers and compete successfully.
A. Seeks out
B. Focuses on
C. Attempts
D. All of these
18: An articulation of the organization’s purpose, the reason for which it was founded and for which it continues to exist ,this statement is related to _______ .
A. Mission statement
B. Qualitative forecasting tools
C. Market niche
D. All of these
19: Qualitative forecasting tools use non-quantitative, subjective information to make projections.
A. True
B. False
20: Which forecasting tools that use quantitative, non-subjective information or data to make projections ?
A. Quantitative forecasting tools
B. Qualitative forecasting
C. Both a & b
D. None of these
21: Which technique is used to examine the relationship or degree of association between one or more variables ?
A. Regression analysis
B. Revenue management
C. Scenario building
D. All of these
22: A technique for selling the right capacity to the right customer at the most advantageous price is known as ________ .
A. Regression analysis
B. Revenue management
C. Scenario building
D. All of these
23: A group of people—frequently organizational employees—assume a certain future situation or set of circumstances is known as _______ .
A. Scenario building
B. Service strategy
C. Strategic plan
D. All of these
24: Service strategy is the organization’s plan for providing the experience guests expect.
A. True
B. False
25: The specific steps that detail how the organization intends to get from where it is to where it wishes to be in order to achieve its mission and vision is known as _______ .
A. Strategic plan
B. Strategic premises
C. Sustainability
D. All of these
26: Strategic premises based on the results of forecasting, on which the organization’s strategic plan is ________ .
A. Based
B. Premised
C. Both a & b
D. None of these
27: The use of resources in a way that protects the future environment and the ability of future generations to meet their own needs is known as _______ .
A. Sustainability
B. Vision statement
C. Yield management
D. None of these
28: Which method is used for projecting past information or trends into the future; used in forecasting.
A. Time-series
B. Trend analysis
C. Both a & b
D. None of these
29: Vision statement is an articulation of what the organization hopes to look like and be like in the future.
A. True
B. False
30: A technique for managing the sale of an organization’s units of capacity, using forecasts based on past results is known as ________ .
A. Yield management
B. Vision statement
C. Sustainability
D. All of these
31: What is one major way to differentiate one’s service from competitors?
A. Brand Image
B. Marketing
C. Service Delivery
D. Guestology
32: Which of the following is an example of McDonald’s competitive advantage?
A. 2 for 5$
B. The Dollar Menu
C. Their symbol of the golden arches
D. Their slogan
33: What is an example of a Market Niche?
A. A boutique hotel in New York City
B. A Marriott Hotel in New England
C. Interstate hotels
D. Hyatt Resorts worldwide
34: What are the three generic strategies in a strategic plan?
A. Low price, marketing skills, differentiating
B. Competing on price, differentiating, and finding a niche
C. Market niche, strategy, competing on price
D. Low price, marketing strategy, competitors
35: What is an Environmental Assessment?
A. Being cautious of the environment
B. Destroying the environment
C. An examination of the sues that have been in a present business environment in the past
D. An examination of the opportunities and threats in a business environment
36: Which of the following is used with qualitative forecasting tools?
A. Delphi Technique
B. Market forecasting
C. Statistical forecasting
D. Future forecasting
37: Which generation has a retiring rate of 10,000 a day?
A. Generation X
B. Generation Y
C. Millennials
D. Baby Boomers
38: What is something a millennial would look for in a hotel more than a baby boomer?
A. Free breakfast
B. Things to do on site
C. Fast free Wi-Fi
D. Comfort
39: What cuisine trend did not exist as a food service category until about a decade ago?
A. Á la Carte
B. Dashboard
C. Fast Food
D. Uber Eats
40: You own and operate a small Italian restaurant specializing in homemade pasta. What would be an example of your existing direct competitors?
A. Outback Steakhouse
B. An Italian-owned pizza place in the same plaza
C. A hole-in-the-wall, family owned Italian restaurant 3 miles away
D. Asian noodle take-out
41: Which of the following is a supplier of a crucial resource?
A. Competitors
B. The government
C. Environmental sustainability
D. Labor market
42: Strategic premises is best described as
A. Assumptions about the future of the business that are based on the results of forecasting
B. Assumptions about the premise of the property
C. Planning where you want to put your property
D. A strategic plan on how to design your new operation
43: What is the final external issue to address?
A. Forecasting
B. Strategic planning
C. Surprise
D. Competitors
44: Which of the following is an example of a core competence?
A. Providing the highest level of service possible at a 5-star rated hotel
B. Doing all laundry in a resort in one laundry room on premise
C. Only receiving food from one provider
D. Having the same color scheme in every guest room
45: What is the term used for “A technique for managing the sales of an organization’s units of capacity”?
A. Revenue management
B. Yield management
C. Forecast management
D. Competitive management
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Guest Expectations MCQs
