Question 1

Which of the following is likely to occur at some point in time for many organizations specializing in hospitality, tourism, or events?

Accepted Answer

A)  service delivery failure 
B)  service-oriented strategy failure 
C)  service culture failure 
D)  service quality failure 
A)  service delivery failure 
B)  service-oriented strategy failure 
C)  service culture failure 
D)  service quality failure A

Question 2

At the time of the Games, VisitBritain came up with an etiquette guide for interactions with visiting foreigners. What was it called?

Accepted Answer

A)  GREAT 
B)  Delivering a First Class Welcome 
C)  Delivering a GREAT Welcome 
D)  Welcoming the World 
A)  GREAT 
B)  Delivering a First Class Welcome 
C)  Delivering a GREAT Welcome 
D)  Welcoming the World B

Question 3

Customer service standards at Pestana are set in regard to which of the following?

Accepted Answer

A)  regular customer feedback 
B)  highly personalized customer contact via satisfaction questionnaires 
C)  TripAdvisor and Holiday Check 
D)  all of above 
A)  regular customer feedback 
B)  highly personalized customer contact via satisfaction questionnaires 
C)  TripAdvisor and Holiday Check 
D)  all of above D

Question 4

EpicMix introduced two revolutionary brands during the 2014/2015 season. What were they?

Accepted Answer

A)  EpicMix Card and EpicMix Challenges 
B)  EpicMix Guide and EpicMix Challenges 
C)  EpicMix Guide and EpicMix Adventures 
D)  EpicMix Guide and EpicMix Ski 
A)  EpicMix Card and EpicMix Challenges 
B)  EpicMix Guide and EpicMix Challenges 
C)  EpicMix Guide and EpicMix Adventures 
D)  EpicMix Guide and EpicMix Ski

Question 5

Well-publicized research shows that companies can increase profits from 25 to 85% by retaining just …………. more of their customers.

Accepted Answer

A)  10% 
B)  2% 
C)  5% 
D)  1% 
A)  10% 
B)  2% 
C)  5% 
D)  1%

Question 6

In order to provide top-notch customer service, tourism and hospitality providers need to establish a……………….

Accepted Answer

A)  strong service culture 
B)  strong consumer service 
C)  strong feedback system 
D)  strong branding strategy 
A)  strong service culture 
B)  strong consumer service 
C)  strong feedback system 
D)  strong branding strategy

Question 7

In the Digital Spotlight, which company developed the EpicMix card?

Accepted Answer

A)  Virgin Airlines 
B)  Vail Resorts 
C)  Grand America 
D)  Pestana 
A)  Virgin Airlines 
B)  Vail Resorts 
C)  Grand America 
D)  Pestana

Question 8

In the final case study, which company was given the mandate to bring UK service standards up to scratch for the London Olympics?

Accepted Answer

A)  LOCOG 
B)  People 1st Training Company 
C)  Blue Badge 
D)  McDonalds 
A)  LOCOG 
B)  People 1st Training Company 
C)  Blue Badge 
D)  McDonalds

Question 9

In what situation does a customer who is dissatisfied become even more loyal?

Accepted Answer

A)  when he or she experiences a high level of excellent service recovery 
B)  when he or she experiences a high level of sympathy 
C)  when he or she experiences a high level of collaborating 
D)  none of the above 
A)  when he or she experiences a high level of excellent service recovery 
B)  when he or she experiences a high level of sympathy 
C)  when he or she experiences a high level of collaborating 
D)  none of the above

Question 10

Today, businesses have changed dramatically because:

Accepted Answer

A)  the economy has shifted from a dependence on manufacturing to a focus on providing timely, quality service 
B)  the global recession of the twentieth century 
C)  the shift from traditional marketing to internet marketing 
D)  of political changes in the world 
A)  the economy has shifted from a dependence on manufacturing to a focus on providing timely, quality service 
B)  the global recession of the twentieth century 
C)  the shift from traditional marketing to internet marketing 
D)  of political changes in the world

Question 11

Pestana wants to to diversify its business model by doing what?

Accepted Answer

A)  seeking out more lease and management contracts 
B)  purchasing theme parks 
C)  consulting in the at of customer service 
D)  none of the above 
A)  seeking out more lease and management contracts 
B)  purchasing theme parks 
C)  consulting in the at of customer service 
D)  none of the above

Question 12

What is the major cause of poorly perceived service?

Accepted Answer

A)  poor after-sales services 
B)  high expectations 
C)  the difference between what a firm promises about a service, and what it actually delivers 
D)  all of the above 
A)  poor after-sales services 
B)  high expectations 
C)  the difference between what a firm promises about a service, and what it actually delivers 
D)  all of the above

Question 13

Which of the following correctly shows the service recovery process?

Accepted Answer

A)  apology, urgent reinstatement, empathy, and symbolic atonement 
B)  empathy, apology, urgent reinstatement, and symbolic atonement 
C)  urgent reinstatement, empathy, apology, and symbolic atonement 
D)  apology, empathy, urgent reinstatement, and symbolic atonement 
A)  apology, urgent reinstatement, empathy, and symbolic atonement 
B)  empathy, apology, urgent reinstatement, and symbolic atonement 
C)  urgent reinstatement, empathy, apology, and symbolic atonement 
D)  apology, empathy, urgent reinstatement, and symbolic atonement

Question 14

The modern concept of customer service has its roots in the …………. of the 1800s.

Accepted Answer

A)  experience economy 
B)  agrarian economy 
C)  craftsman economy 
D)  service economy 
A)  experience economy 
B)  agrarian economy 
C)  craftsman economy 
D)  service economy

Question 15

Corporate hospitality can be an effective way of:

Accepted Answer

A)  entertaining prospective clients 
B)  establishing networking opportunities 
C)  consolidating customer relationships 
D)  all of the above 
A)  entertaining prospective clients 
B)  establishing networking opportunities 
C)  consolidating customer relationships 
D)  all of the above

Question 16

What are the keys to long-term profitability?

Accepted Answer

A)  satisfaction 
B)  loyalty 
C)  both a and b 
D)  none of the above 
A)  satisfaction 
B)  loyalty 
C)  both a and b 
D)  none of the above

Question 17

For companies without a strong service culture, the switch to a customer-oriented system may require changes in which of the following options?

Accepted Answer

A)  hiring 
B)  training 
C)  reward systems and customer complaint 
D)  all of the above 
A)  hiring 
B)  training 
C)  reward systems and customer complaint 
D)  all of the above

Question 18

In the Apostle model, Defectors are those who have:

Accepted Answer

A)  low satisfaction and low loyalty 
B)  low satisfaction and high loyalty 
C)  high satisfaction but low loyalty 
D)  high satisfaction and high loyalty 
A)  low satisfaction and low loyalty 
B)  low satisfaction and high loyalty 
C)  high satisfaction but low loyalty 
D)  high satisfaction and high loyalty

Question 19

Which of the following is considered as an attribution of a service promise?

Accepted Answer

A)  realistic 
B)  attractive 
C)  implicit 
D)  simple 
A)  realistic 
B)  attractive 
C)  implicit 
D)  simple

Question 20

Research shows that the best way that a company can stand out and exceed consumer expectations for customer service is simply…….

Accepted Answer

A)  do not make promises 
B)  deliver promised value at the right price 
C)  deliver more that expectations 
D)  all of the above 
A)  do not make promises 
B)  deliver promised value at the right price 
C)  deliver more that expectations 
D)  all of the above

Which of the following is likely to occur at some point in time for many organizations specializing in hospitality, tourism, or events?

At the time of the Games, VisitBritain came up with an etiquette guide for interactions with visiting foreigners. What was it called?

Customer service standards at Pestana are set in regard to which of the following?

EpicMix introduced two revolutionary brands during the 2014/2015 season. What were they?

Well-publicized research shows that companies can increase profits from 25 to 85% by retaining just …………. more of their customers.

In order to provide top-notch customer service, tourism and hospitality providers need to establish a……………….

In the Digital Spotlight, which company developed the EpicMix card?

In the final case study, which company was given the mandate to bring UK service standards up to scratch for the London Olympics?

In what situation does a customer who is dissatisfied become even more loyal?

Today, businesses have changed dramatically because:

Pestana wants to to diversify its business model by doing what?

What is the major cause of poorly perceived service?

Which of the following correctly shows the service recovery process?

The modern concept of customer service has its roots in the …………. of the 1800s.

Corporate hospitality can be an effective way of:

What are the keys to long-term profitability?

For companies without a strong service culture, the switch to a customer-oriented system may require changes in which of the following options?

In the Apostle model, Defectors are those who have:

Which of the following is considered as an attribution of a service promise?

Research shows that the best way that a company can stand out and exceed consumer expectations for customer service is simply…….

Todays Marketing Environment

Understanding Todays Consumer

Digital Marketing

The Marketing Plan

The Tourism and Hospitality Product

Pricing

Distribution

The Role of Advertising and Sales Promotions

Public Relations and Personal Selling

Marketing Research

Tourism Marketing Ethics

Filters

Exam 10: Role of Customer Service in Marketing

Which of the following is likely to occur at some point in time for many organizations specializing in hospitality, tourism, or events?

At the time of the Games, VisitBritain came up with an etiquette guide for interactions with visiting foreigners. What was it called?

Customer service standards at Pestana are set in regard to which of the following?

EpicMix introduced two revolutionary brands during the 2014/2015 season. What were they?

Well-publicized research shows that companies can increase profits from 25 to 85% by retaining just …………. more of their customers.

In order to provide top-notch customer service, tourism and hospitality providers need to establish a……………….

In the Digital Spotlight, which company developed the EpicMix card?

In the final case study, which company was given the mandate to bring UK service standards up to scratch for the London Olympics?

In what situation does a customer who is dissatisfied become even more loyal?

Today, businesses have changed dramatically because:

Pestana wants to to diversify its business model by doing what?

What is the major cause of poorly perceived service?

Which of the following correctly shows the service recovery process?

The modern concept of customer service has its roots in the …………. of the 1800s.

Corporate hospitality can be an effective way of:

What are the keys to long-term profitability?

For companies without a strong service culture, the switch to a customer-oriented system may require changes in which of the following options?

In the Apostle model, Defectors are those who have:

Which of the following is considered as an attribution of a service promise?

Research shows that the best way that a company can stand out and exceed consumer expectations for customer service is simply…….

Todays Marketing Environment

Understanding Todays Consumer

Digital Marketing

The Marketing Plan

The Tourism and Hospitality Product

Pricing

Distribution

The Role of Advertising and Sales Promotions

Public Relations and Personal Selling

Marketing Research

Tourism Marketing Ethics

Filters