Marketing & Sales AHLEI Test Questions

Marketing & Sales AHLEI Test Questions Which of the following statements best describes employee empowerment? - ✔✔Employee empowerment gives employees the authority to make on-the-spot decisions to respond to guest ne ...

Marketing & Sales AHLEI Test Questions Which of the following statements best describes employee empowerment? - ✔✔Employee empowerment gives employees the authority to make on-the-spot decisions to respond to guest needs-decisions that used to be made only by managers. When an inquiry call is received by the sales department: - ✔✔It's important to listen and ask questions to determine the caller's needs. Having employees spend a night as "guests" in the property is an effective way of: - ✔✔increasing the product knowledge of employees Most properties pay a new salesperson ________for the first six to twelve months on the job. - ✔✔straight salary In which of the following types of telephone sales calls does a salesperson attempt to gather information and learn the names of decision-makers? - ✔✔a prospect call Which of the following statements about determining marketing objectives is true? - ✔✔Objectives for each market segment and revenue center should be measurable. Mick is responsible for evaluating the brand identity of a chain and recommending ways to Increase the value of the brand. For which of the following components of a hospitality marketing mix is Mick responsible? - ✔✔product service mix If a presentation sales call results in a sale, the salesperson should: - ✔✔thank the client and leave as soon as politely possible. There are two basic choices a property has when positioning itself. A property can directly compare itself with the competition and strive to compete directly for a particular market share, or: - ✔✔segment itself to bring in new business from other areas. What kind of call is used to determine whether prospects need or can afford the products and services that the property offers? - ✔✔qualifying call At the Kingcrest Hotel, a housekeeper can offer a reduced rate or other benefit in response to a guest's complaint about a room not cleaned satisfactorily. This illustrates the concept of: - ✔✔employee empowerment Monica, a room attendant at the Glitz Hotel, responded to a guest's request for extra towels and pillows. At the end of her shift, she recorded the guest's request on a form used to update guest profiles. On the next visit to the property, the guest found extra towels and pillows already in the room. This is an example of: - ✔✔relationship selling. The new sales manager of the Mountain Lodge is conducting a property analysis to learn more about the lodge's strengths, weaknesses, opportunities, and threats. The sales manager should talk to: - ✔✔guests and employees of competitors Tent cards on tables in the hotel restaurant that advertise a sale in one of the hotel's stores is an example of: - ✔✔cross-selling For which of the following purposes are telephone sales blitzes used? - ✔✔to gather information The purpose of internal marketing is to sell the hotel's ______on the property and their importance to its success - ✔✔employees ____________involves using information from routine sources ( guest folios, registration cards, consumer surveys, etc) to build relationships and market the property's services most effectively - ✔✔Automation Demand is lowest and reduced rates are typically offered to increase business during which of the following? - ✔✔off-seasons Bill is a regular customer at the Bluestone Café. Most of the time when he visits the restaurant he is waited on by Joann, a food server who always gives outstanding service to her customers. However, sometimes he is waited on by Ted, who tends to be somewhat grouchy and only gives average to below average service. The service experience Bill receives from Joann and Ted is very different, and illustrates the ________challenge of hospitality - ✔✔inconsistency Which of the following statements about the hospitality industry and globalization is false? - ✔✔Globalization has not affected the food service industry very much Which of the following telephone calls do salespeople make simply to generate goodwill? - ✔✔public relations calls A hotel receives a call in which the caller says the following: " My friend told me your restaurant serves Sunday brunch. What time does your restaurant op