2008 DECA Ontario Provincials

Test 958A HOSPITALITY MANAGEMENT TEAM DECISION 1

HMDM and HLM

1. A form of business ownership in which the owners own shares of stock is known as a
A. corporation. B. consolidation. C. partnership. D. proprietorship.

2. The fastest, most expensive form of transportation for products is provided by

A. rail carriers. B. air carriers. C. pipelines. D. motor carriers.

3. Using coercive power in distribution channel relationships is illegal in the United States if it
A. creates exclusive territories. C. controls arbitration.
B. restricts competition. D. establishes contracts.

4. A hotel supply business taking back its used products and recycling or properly disposing of those products is an
example of the ethical practice of __________ distribution.
A. reverse B. internal C. joint D. closed

5. Which of the following is a situation that might cause horizontal conflict between several channel members:
A. An intermediary returns defective hospitality products for credit on future purchases.
B. An intermediary sells directly to consumers.
C. A manufacturer begins to sell hospitality products online.
D. A manufacturer sells the same hospitality product to many competing businesses.

6. Which of the following is an example of a selective distribution strategy:

A. Requiring a hotel supply business to carry all lines of a product
B. Choosing two hotel supply businesses in an area to handle a product
C. Using one trucking company to deliver a product
D. Asking many hotel supply businesses to advertise a product

7. In oral presentations, a closing method used specifically for getting the audience to do something is
A. using humor. C. making an appeal for action.
B. using a quotation. D. making a comparison.

8. What part of a complex written report contains the methods for collecting data and the research techniques used?
A. Outline B. Foreward C. Appendix D. Summary

9. Which of the following is a benefit of providing hotel employees with clear and precise instructions for completing job
tasks:
A. Saves time B. Reduces output C. Stops rumors D. Improves feedback

10. Automated wake-up services provide efficient levels of customer service and
A. provide the opportunity for hotel and restaurant promotion.
B. eliminate the need for hotels to purchase alarm clocks.
C. reduce the need for unnecessary call logs and reports.
D. increase customer satisfaction with the hotel's overall service.

11. What do golf resort employees often obtain by solving guests' problems quickly and satisfactorily?
A. Personal service C. Repeat business
B. Individual priority D. Pleasant experience

12. Hotel chains develop policies to help employees deal with guests the same way in similar situations so that employees
will
A. treat guests fairly. C. give personal favors.
B. treat guests differently. D. offer special privileges.

13. In selling, an honestly felt dissatisfaction by a hotel gift shop customer should be considered as a(n)
A. sincere complaint. C. attack on the salesperson.
B. reason customers keep unwanted items. D. positive response.
2008 DECA Ontario Provincials
Test 958A HOSPITALITY MANAGEMENT TEAM DECISION 2
14. Michelle logs in shipments when they arrive at the ski resort by indicating the name of the person who accepted the
delivery, the date, time of day, vendor, method of shipment, and shipping charges. Michelle is completing a
A. receiving record. C. dummy invoice.
B. shipping contract. D. delivery form.

15. One reason a hospitality business schedules supply deliveries during restricted hours is to
A. ensure that all employees follow the FIFO procedures.
B. eliminate the risk of receiving broken or damaged goods.
C. reduce the need to check and verify each order as it arrives.
D. maintain necessary space and equipment needs in the receiving area.

16. Items that hotel buffet servers should monitor and refill at a banquet beverage table are
A. coffee, tea, and forks. C. tea, knives, and lemons.
B. sugar, plates, and coffee. D. cups, cream, and spoons.

17. Which of the following lodging facilities is most likely to use mechanical locking systems and require employees to
maintain guest key inventories:
A. Resort complex C. Convention hotel
B. Full-service hotel D. Bed and breakfast

18. Equilibrium price of a hospitality good or service is determined by trial and error and exists when
A. research shows what the market will tolerate.
B. the amount supplied is equal to the amount demanded.
C. hospitality businesses total their costs and markup.
D. hospitality businesses compute the average selling price in the area.

19. The money spent to run a motel is called

A. net profit. B. cost of goods. C. operating expense. D. gross profit.

20. Which of the following is used in the calculation of the gross domestic product:
A. Land titles C. Net exports
B. Projected expenses D. Intermediate products

21. What usually results when interest rates continue to increase?

A. Production increases. C. Purchasing power increases.
B. Spending decreases. D. Unemployment decreases.

22. When negotiating, it is important to monitor body language, speak respectfully, and
A. plan message responses. C. make concessions.
B. actively listen. D. avoid eye contact.

23. Which of the following can lead to increased stress and decreased productivity at work:
A. Problem solving B. Yielding C. Negotiating D. Ignoring

24. Which of the following is a reason why people often resist change:
A. Compliance B. Confidence C. Compassion D. Contentment

25. If you want to have effective human relations with others, can you be self-centered or selfish?
A. Yes, this is the only way you can get ahead. C. No, you have to meet other people's expectations.
B. No, you need to be helpful and willing to share. D. Yes, you must put yourself first all of the time.

26. Which hotel report indicates that there has been an overflow of business?
A. Refusal report C. Revenue forecast report
B. Reservations transactions report D. Commission agent report

27. One of the reasons that motels offer credit to customers is that it helps the motels to
A. obtain loans. B. charge interest. C. compare prices. D. be competitive.
2008 DECA Ontario Provincials
Test 958A HOSPITALITY MANAGEMENT TEAM DECISION 3
28. One of the basic risks in marketing is the possibility of __________ loss.
A. political B. financial C. impersonal D. promotional

29. If a hotel gift shop spends $200,000 in cost of goods sold and earns $250,000 in net sales, what is its percent of gross
profit?
A. 10% B. 15% C. 18% D. 20%

30. Given the following information from a profit-and-loss statement, determine the gross margin percentage:

Net sales $80,000

Net profit $5,000
Cost of goods sold $45,000

A. 56 ¼ % B. 37 ½% C. 43 ¾ % D. 62 ½ %

31. If monthly food sales at a motel snack shop are $350.00 and food costs for the month totaled $237.59, the monthly
gross profit or loss is
A. $112.41 loss. B. $587.59 loss. C. $112.41 profit. D. $587.59 profit.

32. One reason why hotel chains screen job applications before conducting interviews is to determine if the applicants
A. earned adequate yearly incomes. C. attended well-known educational institutions.
B. have the proper attitudes. D. meet the minimum requirements.

33. Which of the following is a reason why a beach resort might fire an employee for cause:
A. Employee complains about an internal problem.
B. Employee consistently performs poorly on the job.
C. Employee seriously violates resort policy.
D. Employee appears to be unqualified for the position.

34. One good way to orient a new hotel worker to his/her job duties is for the supervisor and the employee to jointly review
the
A. job description. C. worker's résumé.
B. union requirements. D. personnel records.

35. Which of the following has resulted because many workers have entered the country illegally:
A. The number of skilled workers has grown.
B. The Social Security system is short of funds.
C. Competition for entry-level jobs has increased.
D. More lawsuits have been filed against businesses.

36. An internal source of secondary marketing information is the hospitality business's

A. nearest competitors. C. trade association.
B. reports from government agencies. D. sales and budget figures.

37. Which of the following is an advantage of collecting primary data for a marketing research project:
A. Primary data are the data most closely related to the project.
B. Collecting primary data is inexpensive.
C. The market researcher may influence the consumer's response.
D. Primary data can be gathered quickly.

38. Why do sales managers develop group profiles, or summaries, for each convention booking at the hotel?
A. To identify the level of service satisfaction during the convention
B. Because each group or organization has different needs and wants
C. So the hotel sales staff can develop appropriate promotional materials
D. To determine the amount of property tax that the group must pay for hotel services
2008 DECA Ontario Provincials
Test 958A HOSPITALITY MANAGEMENT TEAM DECISION 4
39. The major activities that make up the marketing process are
A. planning, pricing, promotion, and distribution.
B. research, production, promotion, and consumption.
C. manufacturing, promotion, distribution, and pricing.
D. identification, production, distribution, and consumption.

40. Hospitality businesses should keep promises to customers in both personal interactions with employees and
A. coworker interactions. C. advertising.
B. newspaper articles. D. future products.

41. A hotel gift shop that decides to offer a markdown on its goods is engaged in the marketing function of
A. financing. C. selling.
B. pricing. D. product/service management.

42. One way that both large and small hotel supply companies can benefit when they divide up their markets is through an
increase in their
A. opportunities for promotion. C. access to consumers.
B. production capabilities. D. efficient use of resources.

43. Which of the following is an effective objective that a hotel supply business might develop before proceeding with the
marketing planning process to achieve the objective:
A. Reduce prices on seasonal products
B. Hire more salespeople
C. Develop advertising to appeal to a broad audience
D. Increase sales this year by 10% over last year

44. In which phase of the product life cycle is a hospitality business most likely to experience a negative profit?
A. Growth C. Introduction
B. Decline D. Maturity

45. Which of the following is a possible external threat that a hotel chain might identify as a result of conducting a
situational analysis during the marketing-planning process:
A. Downturn in the economy C. Contract with a new supplier
B. Change in pricing structure D. Decrease in operating expense

46. A new customer moving into your area is a(n)

A. strength. C. threat.
B. opportunity. D. weakness.

47. One of the things that a sales forecast can help a hotel supply business do is to
A. evaluate employees. C. schedule production.
B. select an appropriate brand name. D. buy the right capital goods.

48. Which of the following is a measure that hospitality businesses take in order to control the implementation of activities
required by the marketing plan:
A. Forecasting C. Training
B. Scheduling D. Positioning

49. When a hotel chain evaluates the performance of its marketing plan, it must
A. determine market trends. C. develop an operating budget.
B. identify its competitors. D. know its marketing objectives.

50. Which of the following is a characteristic of a hotel's call accounting system:

A. Operator-assisted person-to-person telephone calls
B. Automated telephone call placement and posting
C. Direct telephone connection using a calling card
D. Operator-assisted collect telephone calls
2008 DECA Ontario Provincials
Test 958A HOSPITALITY MANAGEMENT TEAM DECISION 5
51. When authorizing a guest's payment by check, hospitality businesses often require employees to
A. have the guest pay for check processing fees in advance.
B. verify that the guest has endorsed the check after it is written.
C. ask the guest to postdate the check by no more than thirty days.
D. compare the signature on the check with the one on a form of photo identification.

52. Sales supervisors for resort gift shops turn off lights, lock doors, and check storage areas as part of
A. placing advertising. C. closing the store.
B. warehousing merchandise. D. gathering intelligence on competitors.

53. Which of the following lodging facilities is most likely to offer shuttle service to the airport:
A. Rural bed and breakfast C. Economy motel
B. Full-service metropolitan hotel D. Extended-stay motor lodge

54. When handling various waste and chemical products, hotel employees can reduce the risk of contamination by
A. sanitizing the products before handling them.
B. wearing disposable gloves when handling the items.
C. storing recyclables inside the facility.
D. washing their hands before contact with the product.

55. One reason why it is important for hotel restaurants to sanitize food preparation equipment is to
A. loosen dirt particles. C. reduce bacteria levels.
B. rinse away soap residue. D. remove lime deposits.

56. What might a health inspector recommend to a resort restaurant that is establishing a pest control program?
A. Store all food in tightly sealed containers C. Cover dirty dishes in the sink with towels
B. Use newspapers to store food leftovers D. Put food scraps in paper bags

57. Which of the following situations is an example of a hazard that affects safety in a hotel supply business:
A. Secure locks on the building's exterior doors C. Wide aisles to accommodate foot traffic
B. Proper lighting throughout the building D. Boxes stacked in front of a fire exit

58. The owner of the Bahama Resort Gift Shop noticed one of her customers switching price tickets on a lead crystal vase.
This customer is carrying out
A. robbery. B. pilferage. C. fraud. D. shoplifting.

59. One reason why hotel supply businesses often evaluate their operating systems and procedures is to decide if they
need to
A. eliminate competitors. C. fix prices.
B. make adjustments. D. count inventory.

60. If a motel chain considers possible future problems during the process of developing a project plan, the chain might be
able to
A. schedule employees. C. negotiate contracts.
B. control costs. D. eliminate resources.

61. What amount is a hotel gift shop losing in a year if two employees give their friends the 20% employee discount on
goods that sell for a total of $6,700?
A. $1,700 B. $2,680 C. $1,340 D. $2,250

62. With which of the following statements should you, as a salesperson for a ski resort gift shop, agree:
A. My job includes keeping the sales area clean. C. My job is to sell and not to be a housekeeper.
B. Displays will do the selling for me. D. Sorting merchandise into sizes is not my responsibility.

63. A problem can be described as a

A. factor that affects your decision. C. feature that you do not desire.
B. situation that you want to change. D. selection that fits your objective.
2008 DECA Ontario Provincials
Test 958A HOSPITALITY MANAGEMENT TEAM DECISION 6
64. Hotel employees who are unable to manage their time effectively often experience
A. decreased tension. C. increased self-esteem.
B. decreased pressure. D. increased stress.

65. Matt just received a letter telling him that someone else had been hired for a job for which Matt had been interviewed.
Since Matt didn't get the job, does he need to write an interview follow-up letter to the company?
A. Yes, he should already have sent a follow-up letter.
B. No, it's too late to send a follow-up letter.
C. Yes, the company will be expecting to hear from him.
D. No, since Matt wasn't hired, he doesn't need to write.

66. Hotel employees who work in back-of-house operations usually are responsible for providing
A. support services. C. room service.
B. food service. D. guest services.

67. Can a resort gift shop's prices be set too low?

A. Yes, customers may be offended by prices that are too low.
B. No, the lower the price, the greater the bargain.
C. Yes, customers may feel product quality is also low.
D. No, the lower the price, the greater the product's appeal.

68. The Robinson-Patman Act is a legal provision that protects buyers for hotel chains from the selling practice of
A. market-penetration pricing. C. price discrimination.
B. price segmentation. D. product-line pricing.

69. In which kind of market does more competition exist than in any other kind of market:
A. Monopoly B. Oligopoly C. Pure competition D. Monopolistic competition

70. Which stage in the product life cycle uses advertising to persuade customers to try the hospitality product?
A. Growth B. introduction C. DeclineD. Maturity

71. Which of the following is an example of a marketing objective that a hospitality business might include in its marketing
plan:
A. Hire five new salespeople next month C. Achieve $2 million in sales next year
B. Increase advertising by 10 percent D. Maintain prices at a competitive level

72. During which stage of new-product development does a hotel supply business determine if it is practical to market a
good or service?
A. Production B. Brainstorming C. Screening D. Consumption

73. Interviewing guests and conducting surveys to find out what guests might want in the future are processes that hotels
create in order to
A. recognize opportunities. C. develop questionnaires.
B. collect information. D. generate advertising.

74. Sorting goods into categories according to specifications is the process of

A. counting. B. grading. C. marketing. D. purchasing.

75. One of the customer benefits of warranties and guarantees is the right to
A. free training. B. lower prices. C. legal recourse. D. personalized service.

76. A law office that sells legal services to the owners of a hotel chain might provide which of the following extra services to
those clients:
A. Advocacy B. Counsel C. Advice D. Credit
2008 DECA Ontario Provincials
Test 958A HOSPITALITY MANAGEMENT TEAM DECISION 7
77. What do large hotels or resorts often do to enhance their guests' experience during their stay at the facility?
A. Offer discounted packages C. Sell related products
B. Plan various activities D. Make dining reservations

78. When a golf resort pro shop charges high prices for luxury items, it is using a positioning strategy that emphasizes
A. customer value. B. place utility. C. seasonal intensity. D. product quality.

79. Why do ski resort gift shops that sell high-technology ski equipment need to create pleasurable atmospheres in their
stores?
A. Consumers are drawn into stores by the look and feel, but this does not have a clear impact on their buying
behavior.
B. Stores want to win sought-after awards for their store atmospheres, which will also give them publicity.
C. When consumers have a pleasurable experience, they will spend extra time and will often spend more money
than intended.
D. Consumers are primarily thinking, not feeling, when they are shopping, so the atmosphere of the store should
reflect "thinking" themes.

80. Can any brand name be selected and used by a hotel chain?
A. Yes, brand names cannot be owned by a chain. C. Yes, a chain can use any name it wants to use.
B. No, the name must be legally available for use. D. No, the name must be registered before it can be used.

81. Which of the following is the right time for a hospitality business to make promotional decisions in relation to product,
price, and distribution decisions:
A. Along with product, price, and distribution C. After product, price, and distribution
B. Before product, price, and distribution D. Without considering product, price, and distribution

82. A local hotel supply business is informing customers about the company. This type of promotion is called
A. institutional. B. product. C. frequency. D. incentive.

83. Camari & David is a company that sells high-ticketed industrial goods such as technical equipment for large convention
hotels. Which method of promotion would be most appropriate?
A. Publicity B. Sales promotion C. Personal selling D. Advertising

84. What is often one of the first steps in the process of dismantling displays in resort gift shops?
A. Relocating background scenes C. Returning fixtures to storage
B. Removing merchandise carefully D. Replacing burned out lights

85. When preparing a promotional plan, which of the following types of analysis would a motel chain use to obtain
information about the competition:
A. Regional B. Internal C. Personal D. External

86. Which of the following is an example of coordinating promotional activities:

A. A bed and breakfast places the same advertisement in magazines and newspapers.
B. A manufacturer and a retailer share advertising costs.
C. Charge customers are invited to a special sale.
D. Hospitality products advertised on television are featured in a display.

87. Stimulating demand for hospitality products is one of the responsibilities of which of the following marketing functions:
A. Financing B. Selling C. Distribution D. Risk management

88. The Motel One coffee shop ordered a new dishwasher, and it arrived damaged. The shop immediately called the
salesperson and was reassured that a new dishwasher would be sent right away. What aspect of customer service
does this situation illustrate?
A. Technical assistance and support C. Shipping and delivery
B. Customer training D. Credit/Financing
2008 DECA Ontario Provincials
Test 958A HOSPITALITY MANAGEMENT TEAM DECISION 8
89. Studies have shown that the main reason people do not become repeat customers of a hospitality business is
A. merchandise overstocks. C. lack of courtesy from salespeople.
B. complicated business policies. D. inappropriate operating hours.

90. Which of the following can cause a hotel gift shop's profits to decrease:
A. The gift shop avoids incurring legal costs.
B. A competitor speaks highly of the shop's goods.
C. Customer purchases increase.
D. A salesperson offers a discount to a friend.

91. If a hotel supply salesperson does not disclose important information about a product during the selling process, s/he
may be violating
A. exclusive-dealing statutes. C. false-labeling policies.
B. customer-service regulations. D. consumer-protection laws.

92. An effective way for a hotel supply salesperson to obtain product information to use in selling is by
A. studying company stockholder reports. C. visiting the local library.
B. reading company promotional materials. D. recording speeches by company executives.

93. What might an employee evaluate when preparing to provide a client with a tour of a lodging facility?
A. Types of services needed and the cleanliness of high-traffic areas
B. Transportation services and checkout policies
C. The average occupancy rate of the facility and size of meeting rooms
D. Size of the sleeping rooms and the diversity of the restaurant menu

94. The resort gift shop salesperson who is of the most benefit to the customer and to the shop is the one who knows how
to use
A. advertising. B. suggestion selling. C. the "gift of gab." D. high-pressure tactics.

95. During a group presentation, a salesperson says, "When you are using our product, it will help you to analyze problems
in your convention hotel and create real solutions that you can use every day." The use of the words "you" and "your"
indicate
A. introversion. B. hesitancy. C. ownership. D. incompetence.

96. When a large amount of cash has been collected at the motel coffee shop, it is smart to maintain an appropriate cash
level by
A. exchanging the smaller bills for larger ones. C. being especially alert of strangers.
B. looking for dropped cash on the floor. D. putting some of it away somewhere safe.

97. In what order are the property's expected arrivals reported?

A. Numerically according to guests' estimated arrival times
B. Alphabetically according to reservation codes
C. Numerically according to confirmation numbers
D. Alphabetically according to guests' last names

98. Why is it important for hotel front desk staff to coordinate their selling efforts with housekeeping?
A. So that the executive housekeeper can order appropriate levels of cleaning supplies for the day
B. So that the shift supervisor can determine which out-of-service rooms need maintenance
C. To help housekeeping to establish appropriate cleaning standards and policies
D. To prioritize rooms that need service so that early arrivals or walk-in guests are accommodated

99. Which of the following groups is responsible for overseeing all of a hotel chain's activities:
A. Employees B. Stockholders C. Managers D. Creditors

100. Since Alana's hotel supply company will build a new facility next year, she wants to write a business plan to
A. place a value on the business. C. prepare for an expansion.
B. assess a new product or promotion. D. obtain a specific contract or agreement.
2008 DECA Ontario Provincials
Test 958A HOSPITALITY MANAGEMENT TEAM DECISION
9
2008 DECA Ontario Provincials
Test 958A HOSPITALITY MANAGEMENT TEAM DECISION
10
1. A
Corporation. A corporation is owned by the people who have purchased shares of stock in the
business. A partnership is a form of business ownership in which the business is owned by two or
more people. A proprietorship is a business owned by one person. A consolidation is the joining of
two or more companies to form a new company.
SOURCE: BL:003
SOURCE: BA LAP 7—Own It Your Way

2. B
Air carriers. Airlines provide the fastest, but most expensive, form of transportation for products.
They are used for fragile, perishable, or emergency shipments. Pipelines are an inexpensive
method of transporting liquids or gases. Rail carriers carry heavy, bulky goods for relatively low
fees. Motor carriers are used for a wide variety of products. They are faster and more expensive
than rail but slower and less expensive than air carriers.
SOURCE: CM:001
SOURCE: DS LAP 1—Distribution

3. B
Restricts competition. The Sherman Act of 1890 and the Clayton Act of 1914 were drafted to
prohibit monopolistic practices that encouraged anticompetitive activities. If coercive power is used
to substantially reduce competition, it is in violation of federal or state antitrust laws. Exclusive
territories are legal under certain circumstances. Arbitration and contracts are legal.
SOURCE: CM:005
SOURCE: Bearden, W.O., Ingram, T.N., LaForge, R.W. (2001). Marketing: Principles and
perspectives (3rd ed.) [pp. 38-39, 310-312]. New York: Irwin/McGraw-Hill.

4. A
Reverse. Reverse distribution involves customers returning used products to the manufacturer.
This process allows businesses to retrieve products such as automobiles, refrigerators, and glass
bottles in order to reuse them, recycle them, or properly dispose of them. Reverse distribution is
considered ethical because it helps to save natural resources and protect the environment. Taking
back used products and recycling or disposing of them is not an example of internal, joint, or closed
distribution.
SOURCE: CM:006
SOURCE: Boone, L.E., & Kurtz, D.L. (2004). Contemporary marketing (11th ed.) [pp. 439-440].
Mason, OH: Thomson/South-Western.

5. D
A manufacturer sells the same hospitality product to many competing businesses. Horizontal
conflict occurs between businesses at the same level in the distribution channel. Competing
businesses that sell the same hospitality product are on the same level. Conflict may occur
between the competing businesses if a manufacturer sells the same product to all of them, and
they are all trying to sell the product to customers. For example, hosiery is sold by drugstores,
department stores, discount stores, mail-order businesses, etc. Some of these businesses might
complain to the manufacturer that the others are using unfair sales tactics or offering more
discounts. If this happens, these businesses are involved in horizontal conflict. An intermediary
selling directly to consumers, or a manufacturer beginning to sell products online, might result in
vertical conflict. An intermediary returning defective products for credit does not cause horizontal
conflict.
SOURCE: CM:008
SOURCE: Boone, L.E., & Kurtz, D.L. (2002). Contemporary marketing (p. 402). Mason, OH:
South-Western.
2008 DECA Ontario Provincials
Test 958A HOSPITALITY MANAGEMENT TEAM DECISION
11
6. B
Choosing two hotel supply businesses in an area to handle a product. A selective distribution
strategy involves limiting the number of businesses that handle, or sell, a product. This type of
strategy usually builds strong relationships between the manufacturer and the businesses that are
chosen to sell a product. This strategy is often used to make a product stand out because it is only
available from certain businesses. For example, an expensive product may be sold only by one or
two high-end businesses in a certain area. Requiring a business to carry all lines of a product is an
example of a tying agreement. A selective distribution strategy does not involve using one trucking
company to deliver a product or asking many businesses to advertise a product.
SOURCE: CM:009
SOURCE: Boone, L.E., & Kurtz, D.L. (2002). Contemporary marketing (pp. 398-400). Mason, OH:
South-Western.

7. C
Making an appeal for action. If a speaker is trying to get an audience to do something, challenging
them with an appeal for action is a good closing. Using a quotation, using humor, or making a
comparison are also closing methods, but they do not ask the audience to do anything.
SOURCE: CO:025
SOURCE: QS LAP 9—Well Said!

8. D
Summary. The summary of a complex report is intended to provide managers with a synopsis of
the report's purpose, conclusions, and recommendations. The summary often includes information
about how the research was conducted in order to support and validate the report's findings. The
appendix contains supplementary material. The foreword is the preface. An outline is a preliminary
draft.
SOURCE: CO:009
SOURCE: Leskiar, R.V., & Flatley, M.E. (2005). Basic business communication: Skills for
empowering the Internet generation (10th ed.) [pp. 351-356]. Boston: McGraw-
Hill/Irwin.

9. A
Saves time. An important benefit of providing hotel employees with clear and precise instructions is
that they are able to save time doing the job. Employees who understand what they are expected to
do are able to spend less time performing the job tasks. They do not waste time asking questions,
trying to decide what to do, or redoing tasks. Giving clear instructions tends to increase output. The
process of giving directions is unrelated to rumors and feedback.
SOURCE: CO:139
SOURCE: Farese, L.S., Kimbrell, G., & Woloszyk, C.A. (2006). Marketing essentials (pp. 184-
187).
New York: Glencoe/McGraw-Hill.
2008 DECA Ontario Provincials
Test 958A HOSPITALITY MANAGEMENT TEAM DECISION
12
10. A
Provide the opportunity for hotel and restaurant promotion. Many large hotels have installed
automated guest wake-up systems. By using an automated system, hotels often save money in
terms of staffing the phones to make the calls. Many automated systems allow guests to program
the call themselves. The system also prints out detailed reports of wake-up call activities (e.g.,
unanswered calls). Hotels can put promotional information on their wake-up call messages. For
example, the hotel might record a message about the restaurant's breakfast buffet to encourage
guests to eat in the hotel restaurant. Many deep-sleeping guests like to have a wake-up call in case
they sleep through the alarm clock. Therefore, installing an automated wake-up service often
reduces the need for alarm clocks but does not necessarily eliminate the need for them. In addition,
some hotels do not have alarm clocks in each guest room. Reports are a very important part of the
automated wake-up system. Reports can indicate which guests did not pick up when the wake-up
call was transmitted, the times the calls were transmitted, and any follow-up calls that were placed
when the original call was not answered. The reports are handy if an angry guest approaches a
manager claiming that the wake-up call did not occur. The reports can indicate if there are
problems with the service. Although automated wake-up services are usually reliable supplemental
services, it is only one aspect of the guest's stay at the hotel. Therefore, overall satisfaction
includes not only supplementary services but cleanliness, amenities, personal service, and other
factors.
SOURCE: CO:048
SOURCE: Vallen, G.K., & Vallen, J.J. (2000). Check-in: Check-out (6th ed.) [pp. 480-481]. Upper
Saddle River, NJ: Prentice Hall.

11. C
Repeat business. Golf resort employees who solve guests' problems quickly and satisfactorily often
are able to obtain repeat business from those guests. Guests who are well treated will likely return
to the resort, in spite of previous problems, because they know the employees will resolve whatever
problems arise. Guests, not employees, obtain individual priority, personal service, and a pleasant
experience when employees quickly handle problems and complaints.
SOURCE: CR:004
SOURCE: HR LAP 32—Customer-Service Mindset

12. A
Treat guests fairly. Management establishes policies that help hotel chain employees to deal with
guests in the same way for the same situation in order to be fair. Guests who are not treated fairly
may take their business elsewhere. Hotel chains do not develop policies to treat guests differently,
to offer special privileges, or to give personal favors.
SOURCE: CR:007
SOURCE: HR LAP 25—Interpreting Business Policies

13. A
Sincere complaint. A sincere complaint is the hotel gift shop customer's way of saying that
something is wrong with a good or service s/he purchased. A complaint should not be viewed as a
personal attack on the salesperson. Customers are entitled to express complaints since they
cannot return items without stating their reasons. Clients can respond to a good/service in positive
as well as negative ways; a complaint is a negative response.
SOURCE: CR:010
SOURCE: HR LAP 23—Handling Customer Complaints
2008 DECA Ontario Provincials
Test 958A HOSPITALITY MANAGEMENT TEAM DECISION
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14. A
Receiving record. A receiving record is used to record, or log, all data about a shipment of goods.
Michelle uses the receiving record to record the name of the individual receiving the shipment,
number of containers received, the date of receipt, the time of day, the vendor from whom the
shipment was received, the method of shipment, and shipping charges. A dummy invoice is a blank
form on which the contents of a shipment are listed by receiving workers. A shipping contract is a
bill of lading. A delivery form is a receipt that the carrier delivered the shipment.
SOURCE: DS:004
SOURCE: DS LAP 5—The Receiving Process

15. D
Maintain necessary space and equipment needs in the receiving area. Schedules are established
by hospitality businesses because they often order from many suppliers and have limited space to
facilitate receiving procedures. Large crates and skids of goods are often moved into place by
special equipment. Handlers often need space to maneuver equipment and organize incoming
goods. Receiving schedules help keep the receiving area from becoming too congested with
equipment, personnel, and products. Scheduled deliveries allow workers to have sufficient time and
space to check orders carefully, which can reduce mistakes. FIFO (first-in, first-out) is an inventory
control policy. Established receiving schedules may reduce broken or damaged goods but do not
eliminate the risk. Since all orders should be checked for accuracy, receiving schedules do not
reduce the need for verification.
SOURCE: DS:038
SOURCE: Mill, R.C. (1998). Restaurant management: Customers, operations, and employees
(pp. 198-199). Upper Saddle River, NJ: Prentice Hall.

16. D
Cups, cream, and spoons. To provide good service and to make sure items are available for
guests, banquet servers must constantly monitor and refill buffet food and beverage units.
Beverage tables are often in a different location of the banquet facility than the food tables. Buffet
servers must monitor and replenish items such as cups, cup saucers, cream, spoons, sugar,
coffee, tea, and lemon slices for the tea. Food buffet tables have knives, plates, and forks.
SOURCE: DS:063
SOURCE: Educational Institute of the American Hotel & Motel Association (2000). Lodging
management program: Year two (pp. 347-349). Lansing, MI: Author.

17. D
Bed and breakfast. A bed and breakfast is a private home environment that hosts or rents rooms to
a few guests at a time. Many bed and breakfasts are operated by families, sole proprietors, or
partnerships. Since bed and breakfasts are generally much smaller than resorts, full-service hotels,
and convention facilities, they are more likely to have traditional locking systems like those found in
personal residences. Therefore, it is necessary to maintain an inventory of these keys in the event
one is lost or misplaced. Large resorts and hotels are more likely to use disposable key cards for
room security systems. Since the cards are disposable, there is no need to maintain key
inventories.
SOURCE: DS:079
SOURCE: Vallen, G.K., & Vallen, J.J. (2000). Check-in: Check-out (6th ed.) [pp. 488-489]. Upper
Saddle River, NJ: Prentice Hall.
2008 DECA Ontario Provincials
Test 958A HOSPITALITY MANAGEMENT TEAM DECISION
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18. B
The amount supplied is equal to the amount demanded. In reality, equilibrium price is seldom, if
ever, the price that actually exists in the marketplace because supply and demand fluctuate.
Hospitality businesses total their costs and markup, do market research, and compute average
selling prices in order to establish selling prices acceptable to consumers.
SOURCE: EC:006
SOURCE: EC LAP 12—Price

19. C
Operating expense. An operating expense is the money spent to run a motel. The cost of goods is
the amount of money paid for raw materials and products sold. Net profit and gross profit are
received, not spent.
SOURCE: EC:010
SOURCE: EC LAP 2—Risk Rewarded

20. C
Net exports. Gross domestic product is the final total value of all goods and services produced
within a country's geographic boundaries during a year's time. The components which are used to
calculate GDP are net exports, gross private domestic investment, personal consumption, and
government purchases. Projected expenses are estimates of future costs. Intermediate products
are items that are part of other finished products. Land titles are documents showing the right of
ownership.
SOURCE: EC:017
SOURCE: EC LAP 1—Gross Domestic Product

21. B
Spending decreases. The interest is money payments for the use of borrowed money. When the
interest rate increases, such as from 6% to 10%, the cost of borrowing money increases.
Therefore, a lot of businesses and consumers decrease spending, especially for expensive items
that they pay for with credit. High interest rates have a negative impact on the economy because
decreased spending leads to a decrease in production, a decrease in purchasing power, and an
increase in unemployment.
SOURCE: EC:084
SOURCE: O'Sullivan, A., & Sheffrin, S.M. (2003). Economics: Principles in action (pp. 312-313).
Upper Saddle River, NJ: Prentice Hall.

22. B
Actively listen. Active listening occurs when the message recipient is completely focusing on the
sender's message during the message transmission. If one person prepares his/her response while
the other person is speaking, s/he is likely to miss an important point. When a person gives up
something s/he wants during a negotiation, s/he is making a concession. Eye contact is a non-
verbal cue or part of one's body language. Negotiators should maintain eye contact with the other
party.
SOURCE: EI:062
SOURCE: EI LAP 8—Make It a Win-Win (Negotiation in Business)
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Test 958A HOSPITALITY MANAGEMENT TEAM DECISION
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23. D
Ignoring. Ignoring (withdrawal) is a conflict response mode in which a person pretends that a
conflict doesn't exist. Both parties exhibit passive behavior and express a low level of cooperation.
Sometimes a person goes out of his/her way to avoid the person with whom s/he is having a
conflict, which can increase stress levels and lower productivity. The yielding response mode
involves giving the other person what s/he wants and the negotiating response mode involves a
compromise. The problem solving response mode involves considering all sides of the
disagreement to resolve the conflict.
SOURCE: EI:015
SOURCE: EI LAP 7—Stop the Madness (Conflict Resolution in Business)

24. D
Contentment. Contentment means that people are comfortable and think that things are "just fine
the way they are." They have no motivation to change. They feel that change is unnecessary, so
they resist it. People often resist change because of a lack of confidence rather than because they
are confident. Compassion is a deep awareness of someone else's needs and a desire to help
meet those needs. Compliance is fulfilling the requirements of the law.
SOURCE: EI:005
SOURCE: QS LAP 23—20/20 Foresight

25. B
No, you need to be helpful and willing to share. There is no room for self-centeredness or
selfishness in effective human relations. In fact, these traits may keep you from getting ahead.
Helpfulness and the willingness to share are important ingredients of effective human relations
skills. This does not mean that you never put yourself first, but that should not be a way of life. You
should try to meet your own expectations, not those of other people.
SOURCE: EI:037
SOURCE: EI LAP 5—Can You Relate?

26. A
Refusal report. This report, also called the turnaway or overflow report, lists the number of guests
turned away because there were no available rooms. Keeping a record of the number of turnaways
is part of handling overflow business. Tracking these numbers may help a business expand and/or
better serve its customers. A revenue forecast report projects future sales. A reservations
transactions report summarizes reservation activities. A commission agent report records the
commissions travel agents should receive according to the amount of business they have booked.
SOURCE: EI:058
SOURCE: Vallen, G.K., & Vallen, J.J. (2005). Check-in: Check-out (7th ed.) [pp. 529-530]. Upper
Saddle River, NJ: Prentice Hall.

27. D
Be competitive. Motels must compete with each other for customers. If two motels offer similar
accommodations and services, one of those motels may decide to offer credit as an added
attraction. Being able to rent accommodations on credit may be the deciding factor in the
customer's choice of a motel with which to do business. Motels do not offer credit in order to charge
interest, obtain loans, or compare prices.
SOURCE: FI:002
SOURCE: FI LAP 2—Credit and Its Importance
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Test 958A HOSPITALITY MANAGEMENT TEAM DECISION
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28. B
Financial. Financial loss, or the loss of money, is the basic risk in marketing. While it is impossible
to eliminate all risk in marketing, there are several ways to reduce risk including developing
effective marketing plans, information systems, financial plans, and loss-prevention plans. To the
owner of a marketing business, any risk is personal rather than impersonal. Promotional
expenditures could cause financial loss in some cases. Most marketing businesses are not involved
in political activities.
SOURCE: FI:084
SOURCE: BA LAP 2—Risk Management

29. D
20%. One of the most important profitability ratios that hotel gift shops calculate is the percentage
of gross profit on net sales. In order to calculate the percentage of gross profit, subtract cost of
goods sold from net sales and divide that amount by net sales ($250,000 - $200,000 = $50,000 ÷
$250,000 = .20 or 20%). One reason why gift shops track their gross profit margin is to make sure
that they are marking up the price of goods enough to earn the desired amount of profit.
SOURCE: FI:097
SOURCE: Edward Lowe Foundation. (n.d.). How to analyze profitability. Retrieved November 7,
2007, from http://edwardlowe.org/index.peer?page=main&storyid=6334

30. C
43 3/4%. The gross margin percentage is the comparison of gross margin to net sales. To
determine gross margin percentage, subtract cost of goods from net sales to determine gross
margin ($80,000 - $45,000 = $35,000). The gross margin percentage is then determined by dividing
gross margin by net sales ($35,000 ÷ $80,000 = .4375 or 43 3/4%).
SOURCE: FI:102
SOURCE: Stull, W.A. (1999). Marketing and essential math skills: Teacher's edition (pp. 235-240).
Cincinnati: South-Western Educational.

31. C
$112.41 profit. Gross profit or loss is calculated by subtracting food costs from food sales ($350.00
- $237.59 = $112.41). If sales are higher than costs, a profit will be realized. A loss will occur if
costs are greater than sales.
SOURCE: FI:300
SOURCE: Farese, L.S., Kimbrell, G., & Woloszyk, C.A. (2006). Marketing essentials (p. 767).
New York: Glencoe/McGraw-Hill.

32. D
Meet the minimum requirements. Hotel chains often require job applicants to complete employment
applications. The application provides the company with a snapshot of an applicant's education,
skills, training, and employment history. Then, the chain screens the information to determine if the
applicant meets the minimal requirements for a specific position. Chains do not want to spend time
interviewing applicants who do not have the background or experience to do the job. Screening job
applications will not help chains determine if applicants have the proper attitudes. Chains need to
know if applicants have the necessary educational background rather than if they attended well-
known educational institutions. Chains do not screen applications to determine if the applicants
earned adequate yearly incomes.
SOURCE: HR:354
SOURCE: Gatewood, R.D., & Field, H.S. (2001). Human resource selection (5th ed.) [pp. 426-
437]. Orlando, FL: Harcourt, Inc.
2008 DECA Ontario Provincials
Test 958A HOSPITALITY MANAGEMENT TEAM DECISION
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33. C
Employee seriously violates resort policy. Termination for cause occurs when an employee's
conduct seriously violates beach resort policies or jeopardizes the resort or other employees. A
termination for performance is used when an employee consistently exhibits poor performance
compared to established performance criteria, or is incompetent. Complaining about an internal
problem is not a reason why a resort might fire an employee.
SOURCE: HR:358
SOURCE: Hilgert, R.R., & Leonard, E.C. (2001). Supervision: Concepts and practices of
management (8th ed.) [pp. 666-668]. Cincinnati: South-Western College Publishing.

34. A
Job description. A job description identifies the duties and responsibilities that comprise a job.
Going over these duties and responsibilities will give the hotel worker an overall view of the job.
Personnel records are kept in the human resources department, and a new employee's file would
contain very little information. Union requirements do not apply to all jobs. The worker's résumé is
used in making the selection process for hiring employees.
SOURCE: HR:361
SOURCE: MN LAP 44—Orienting New Employees

35. C
Competition for entry-level jobs has increased. Workers who are willing to take the risks involved in
entering the country illegally are so much in need of work that they are willing to accept any
available job. Since they often have language problems or are lacking in job skills, they accept
entry-level jobs, which leaves fewer jobs for U.S. citizens. Illegal immigrants are not eligible to
participate in the Social Security program. They would not file lawsuits against businesses because
that would call attention to their unauthorized presence in the country.
SOURCE: HR:367
SOURCE: MN LAP 55—Managing Diversity in the Workplace

36. D
Sales and budget figures. The hospitality business's own records keep track of all of the business's
activities. They provide an excellent internal source of secondary information-information that has
been collected for purposes other than the project at hand. Competitors, trade associations, and
government reports are external sources of information.
SOURCE: IM:001
SOURCE: IM LAP 2—Marketing-Information Management

37. A
Primary data are the data most closely related to the project. Primary data are collected for the
specific research project. Because of this, primary data should be of more help than any other data
in solving the problem behind the market research effort. Some disadvantages of collecting primary
data are that they are expensive and time consuming to gather, and the data may be biased
because of the influence of the researcher.
SOURCE: IM:010
SOURCE: IM LAP 5—Nature of Marketing Research
2008 DECA Ontario Provincials
Test 958A HOSPITALITY MANAGEMENT TEAM DECISION
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38. B
Because each group or organization has different needs and wants. By developing group profiles,
the hotel personnel have a detailed summary of what the group needs and desires to have a
successful event. For example, large groups may need more exhibit space and sleeping rooms
than smaller groups. Some groups require assistance with transportation if the attendees are flying
into the area airport from distant locations. Hotels often share information regarding associations or
groups that hold meetings annually and in different locations to other hotels (e.g., no-show rates) to
aid in planning. Hotels do not generally develop promotional materials for conventions, nor are the
groups charged property tax for hotel services. Profiles are not used to determine the level of
service satisfaction; tools such as surveys are used to measure customer service.
SOURCE: IM:207
SOURCE: Morrison, A.M. (2002). Hospitality and travel marketing (3rd ed.) [p. 462]. Albany, NY:
Delmar/Thomson Learning.

39. A
Planning, pricing, promotion, and distribution. These are activities that must be performed in order
to get goods and services from the producer to the consumer. Planning is the process of making
decisions as to what items will be produced and sold. Pricing involves establishing retail prices for
items so that they are affordable to consumers and competitive with similar products on the market.
Distribution is the process of moving, handling, and storing items on the way from the producer to
the consumer. Promotion refers to all of the business activities which are designed to influence
consumers to purchase a good or service.
SOURCE: MK:001
SOURCE: BA LAP 11—Have It Your Way

40. C
Advertising. Keeping promises to customers involves both personal interactions and advertising.
Hospitality companies must make good on their promises, no matter what method they use to make
them to their customers. These promises don't usually come from newspaper articles, coworker
interactions, or future products.
SOURCE: MK:015
SOURCE: MK LAP 2—Act Now (Employee Actions and Company Goals)

41. B
Pricing. Pricing is the marketing function that involves determining and adjusting prices to maximize
return and meet customers' perceptions of value. Certain factors affect the prices that a hotel gift
shop will set, and these factors may cause a shop to adjust or mark down prices in order to
encourage customers to buy. Selling is a marketing function which involves determining client
needs and wants and responding through planned, personalized communication that influences
purchase decisions and enhances future business opportunities. Financing is a marketing function
which involves understanding the financial concepts used in making business decisions.
Product/Service management involves obtaining, developing, maintaining, and improving a product
or service mix in response to market opportunities.
SOURCE: MP:001
SOURCE: IM LAP 7—Pick the Mix

42. D
Efficient use of resources. The division of a total market into smaller, more specific groups is
market segmentation. Segmentation enables marketers to meet the needs of customers more
effectively by focusing on the needs of a specific market. Segmenting the market does not increase
production capabilities, opportunities for promotion, or access to consumers.
SOURCE: MP:003
SOURCE: IM LAP 9—Have We Met? (Market Identification)
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Test 958A HOSPITALITY MANAGEMENT TEAM DECISION
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43. D
Increase sales this year by 10% over last year. Objectives are the goals a hotel supply business
wants to achieve. Before a business can proceed with the marketing planning process, it must first
develop its basic objectives, such as to increase profits by a certain percentage or increase market
share by a certain amount. The most effective objectives clearly state what the business hopes to
accomplish and within what time period. For example, an effective objective is to increase sales this
year by 10% over last year. That is a clear goal to try to achieve. Once the objectives have been
developed, businesses continue with the marketing planning process to design and implement
strategies to achieve the goals. Hiring more salespeople, developing advertising, and reducing
prices are strategies, or plans of action, that the business might use for achieving the objective.
SOURCE: MP:006
SOURCE: Boone, L.E., & Kurtz, D.L. (2004). Contemporary marketing (11th ed.) [pp. 41-42].
Mason, OH: Thomson/South-Western.

44. C
Introduction. During the introduction phase of a product, a hospitality business is more likely to lose
money than to make it. This is because the business tends to aggressively promote the product in
order to generate product awareness and to get consumers to try the product. Sometimes,
businesses use pricing strategies that generate low profit margins to encourage product trial and
create product awareness. During the growth and maturity phases, a business tends to see
increases in sales, which increases profits. During the decline phase, the product's sales are often
very low and businesses tend to phase out the product before it starts to negatively impact profits.
SOURCE: PM:024
SOURCE: Kotler, P., & Armstrong, G. (1999). Principles of marketing (8th ed.) [p. 293]. Upper
Saddle River, NJ: Prentice Hall.

45. A
Downturn in the economy. A situational analysis involves examining and interpreting the
environmental factors that affect a hotel chain. As a result of considering external environmental
factors, a chain often is able to identify potential threats in the marketplace such as increasing
competition or a downturn in the economy. Once a chain identifies the specific threats, it takes
steps to turn them into opportunities. For example, if the economy is beginning to slow down, a
chain might revise its products or offer additional credit plans to appeal to a wider market. A change
in pricing structure, a contract with a new supplier, and a decrease in operating expense are
internal factors.
SOURCE: MP:008
SOURCE: Zikmund, W., & d'Amico, M. (2001). Marketing: Creating and keeping customers in an
e-commerce world (7th ed.) [pp. 41-42]. Mason, OH: South-Western.

46. B
Opportunity. A new customer moving into your area is an opportunity. An opportunity is any
favorable situation in the environment surrounding your business. A strength is any resource or
capability your business has that can help you gain a competitive advantage in your industry. A
weakness is any limitation or shortcoming your business has that can keep you from achieving your
objectives. A threat is any unfavorable situation in the environment surrounding your business. A
new customer moving into your area is not a strength, a weakness, or a threat.
SOURCE: MP:010
SOURCE: IM LAP 8—Analyze This! (SWOT Analysis)
2008 DECA Ontario Provincials
Test 958A HOSPITALITY MANAGEMENT TEAM DECISION
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47. C
Schedule production. A sales forecast is an estimate of sales for a specific future time period. Most
hotel supply businesses need to know what their level of sales will be in order to determine how
many employees will be needed, to schedule production efficiently, and to plan appropriate
inventory levels. A sales forecast will not help a business to evaluate its employees, select
appropriate brands names for its products, or buy the right capital goods in order to produce
efficiently.
SOURCE: MP:013
SOURCE: IM LAP 3—Nature of Sales Forecasts

48. B
Scheduling. Scheduling involves setting a timetable for implementing the various activities that
need to be completed in order to achieve the objectives of a marketing plan. Once the activities are
identified, a hospitality business needs to decide who will perform each activity, how long each
activity will take to complete, and in what order each activity should be performed. Scheduling helps
a business to control the implementation of marketing activities in order to make sure they are
completed effectively and on time. Positioning is a product-mix strategy in which a business creates
a certain image or impression of a product in the minds of consumers. Forecasting involves
predicting what will happen in the future. Training is teaching or developing a specific skill.
SOURCE: MP:019
SOURCE: Churchill, G.A., Jr., & Peter, J.P. (1998). Marketing: Creating value for customers (2nd
ed.) [pp. 538-539]. Boston: Irwin/McGraw-Hill.

49. D
Know its marketing objectives. A marketing plan is a set of procedures or strategies for attracting
the target market to the hotel chain. Marketing objectives are the goals or the desired outcomes
that the chain wants to achieve with its marketing plan. To determine if the marketing strategies in
the marketing plan are working, the chain must know what it wants to achieve with the marketing
plan; it must know its marketing objectives. The chain would identify its competitors and determine
market trends before it develops its marketing plan. The chain would not develop an operating
budget to evaluate the performance of its marketing plan.
SOURCE: MP:022
SOURCE: Kotler, P., & Armstrong, G. (1999). Principles of marketing (8th ed.) [pp. 53-54]. Upper
Saddle River, NJ: Prentice Hall.

50. B
Automated telephone call placement and posting. The call accounting system is a computerized,
automated way for large lodging facilities to manage guest telephone calls. The software has the
ability to place, price, and post the telephone call to the guest's folio. Operator-assisted calls are not
fully automated because a third party is needed to connect the two parties via telephone. A calling
card is a prepaid card that the guest uses to acquire telephone service. Because the guest has
already purchased the calling card, pricing and posting the telephone call to the guest's folio is not
necessary.
SOURCE: NF:034
SOURCE: Educational Institute of the American Hotel & Motel Association (1999). Lodging
management program: Year one (pp. 102-106). Lansing, MI: Author.
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Test 958A HOSPITALITY MANAGEMENT TEAM DECISION
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51. D
Compare the signature on the check with the one on a form of photo identification. Hospitality
businesses should establish policies and procedures for authorizing and accepting personal checks
from guests for payment. Because of the high risk of check fraud, hospitality employees should
verify that the information (e.g., name, address) on the check matches the information on a photo
ID (e.g., driver's license). The employee should check the signature presented on the form of
identification with the signature on the check. In addition, the employee should make sure that the
photo looks like the person who is writing the check. A check is generally endorsed by the person
or organization for whom the check is made payable. Employees should not accept postdated
checks. The payment of check processing fees is determined by each business's policies and
procedures.
SOURCE: NF:075
SOURCE: Vallen, G.K., & Vallen, J.J. (2000). Check-in: Check-out (6th ed.) [pp. 384-388]. Upper
Saddle River, NJ: Prentice Hall.

52. C
Closing the store. Sales supervisors for resort gift shops oversee the hiring and management of
salespeople and make sure customers are receiving good service and quality merchandise, among
a variety of other duties. Their schedules often include working some erratic hours, including
weekends and evenings, and they are responsible for closing the store. Depending on the size of
the store, it is likely that management would perform functions such as monitoring competitor
activity and placing advertising, while warehouse or stock employees would take care of the actual
warehousing of merchandise.
SOURCE: OP:131
SOURCE: U.S. Department of Labor, Bureau of Labor Statistics. (n.d.). Sales Worker
Supervisors. Retrieved November 9, 2007, from http://www.bls.gov/oco/ocos025.htm

53. B
Full-service metropolitan hotel. Full-service hotels located in major cities are most likely to provide
transportation to the airport. People often travel via airplane to conduct business activities and do
not have automobiles to get to their hotels. Therefore, many full-service hotels run shuttle busses to
and from the airport to accommodate guests traveling by aircraft. A bed and breakfast located in a
remote area and economy motels do not generally offer shuttle service. Extended-stay lodging
facilities generally service guests who are staying for long periods of time. Many of these guests
have their own transportation (e.g., car). Therefore, extended-stay facilities do not usually provide
shuttle service to the airport.
SOURCE: OP:140
SOURCE: Vallen, G.K., & Vallen, J.J. (2000). Check-in: Check-out (6th ed.)
[pp. 20-22, 26, 33-39, 77-79]. Upper Saddle River, NJ: Prentice Hall.

54. B
Wearing disposable gloves when handling the items. Employees can protect their hands from
bacteria-ridden waste or dangerous cleaning chemicals by wearing disposable gloves. For
example, direct contact with strong or dangerous chemicals (e.g., cleaners) might irritate skin or
cause an allergic reaction. To reduce contamination, it is preferable to store recyclables outside the
premises. Waste or trash is usually not sanitized. To reduce the risk of contamination, employees
should wash their hands after handling trash.
SOURCE: OP:134
SOURCE: Mill, R.C. (1998). Restaurant management: Customers, operations, and employees
(pp. 254, 256). Upper Saddle River, NJ: Prentice Hall.
2008 DECA Ontario Provincials
Test 958A HOSPITALITY MANAGEMENT TEAM DECISION
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55. C
Reduce bacteria levels. The sanitizing process takes place after the food preparation equipment is
cleaned and rinsed. Sanitizing involves the use of hot water or chemical compounds and is needed
to reduce bacteria to a safe level. Food preparation equipment that is not properly sanitized may
accumulate bacteria that will contaminate other food items and may cause customers to become ill.
Sanitizing equipment will not remove lime deposits which are caused by hard water. Regular rinsing
eliminates soap residue. Rinsing before cleaning loosens dirt particles.
SOURCE: OP:082
SOURCE: Mill, R.C. (1998). Restaurant management: Customers, operations, and employees
(pp. 253-255). Upper Saddle River, NJ: Prentice Hall.

56. A
Store all food in tightly sealed containers. Pests are attracted to food that is not properly stored. In
order to eliminate a pest problem, resort restaurants should store food in tightly sealed containers.
Dirty dishes should either be washed immediately or put in soapy water until they are washed.
Food scraps should not be placed in paper bags. Leftovers should never be stored in newspapers.
SOURCE: OP:106
SOURCE: Mill, R.C. (1998). Restaurant management: Customers, operations, and employees
(pp. 255-256). Upper Saddle River, NJ: Prentice Hall.

57. D
Boxes stacked in front of a fire exit. Nothing should ever block a fire exit. If a fire breaks out and the
building's fire exit is blocked, employees may not be able to vacate the premises. Proper lighting,
wide aisles, and secure locking systems promote workplace safety rather than present a workplace
hazard.
SOURCE: OP:008
SOURCE: Ryerson College. (n.d.). Ensuring a safe work environment. Retrieved November 9,
2007, from http://www.ryerson.ca/rta/handbook/health&safety/safe_environment.htm

58. C
Fraud. Fraud is deceiving or cheating a business out of money or property. Price-ticket switching is
one form of fraud. Robbery is theft that involves the use of force, violence, or fear. Shoplifting is the
theft of goods by customers. Pilferage is the theft of small sums of money or inexpensive items
from the business or office supplies for home usage.
SOURCE: OP:013
SOURCE: RM LAP 4—Security Precautions

59. B
Make adjustments. Operating systems are ways a business functions, and a procedure is a step-
by-step process for performing a specific task. A hotel supply business performs many tasks to
keep operating, such as purchasing supplies, advertising, and dealing with customers. To make
sure that the business is functioning efficiently, it may evaluate its operating systems and
procedures to determine if it should make adjustments or improvements in order to reach its
various goals. It is usually illegal to try to eliminate the competition and fix prices. Businesses
usually count inventory at least once a year.
SOURCE: OP:022
SOURCE: Everard, K.E., & Burrow, J.L. (2001). Business principles and management (11th ed.)
[pp. 288, 330]. Cincinnati: South-Western.
2008 DECA Ontario Provincials
Test 958A HOSPITALITY MANAGEMENT TEAM DECISION
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60. B
Control costs. An effective project plan helps to control costs by considering potential problems that
may arise. By addressing problems in the planning stage, a motel chain is able to develop a
method of dealing with potential problems, which often eliminates the need to make costly changes
while completing the project. Scheduling employees is a routine part of developing a project plan
but does not involve considering future problems. Considering future problems does not help a
chain to negotiate contracts or eliminate resources.
SOURCE: OP:001
SOURCE: DuBrin, A.J. (2003). Essentials of management (6th ed.) [pp. 114-115]. Mason, OH:
South-Western.

61. C
$1,340. Employees can help hotel gift shops control expenses by charging all customers the
correct amount. Giving employee discounts to friends is a type of theft that costs businesses
thousands of dollars each year. In this example, calculate the loss to the company by multiplying
the value of goods sold to friends by the employee discount ($6,700 x 20% or .20 = $1,340).
Although two employees are involved, the total amount for both employees is $6,700.
SOURCE: OP:025
SOURCE: MN LAP 56—Employee Role in Expense Control

62. A
My job includes keeping the sales area clean. Most salespersons for ski resort gift shops are
expected to do a certain amount of housekeeping in their own selling areas in order to keep the
store neat and clean for customers. This would include dusting, straightening merchandise,
checking displays, and sorting sizes. Displays are helpful to the sales effort but cannot be relied
upon to do the entire job.
SOURCE: OP:032
SOURCE: Berman, B., & Evans, J.R. (2004). Retail management: A strategic approach (9th ed.)
[pp. 318-320]. Upper Saddle River, NJ: Prentice Hall.

63. B
Situation that you want to change. A problem is a situation that you want to change. A decision is a
selection that fits your objective. A problem is not a feature you do not desire, nor a factor that
affects your decision—though, you may feel as if undesirable features and influencing factors
cause a problem.
SOURCE: PD:017
SOURCE: PD LAP 10—Weigh Your Options

64. D
Increased stress. Stress is a mental or emotional feeling of pressure or tension. Hotel employees
who do not manage their time effectively often experience increased levels of stress. They find that
they do not have the time to complete their tasks at work and feel overwhelmed and under pressure
to get everything done. The stress may follow them home and impact on their relationships with
family and friends. Employees who are unable to effectively manage their time often experience
increased pressure and tension, and decreased self-esteem.
SOURCE: PD:019
SOURCE: OP LAP 1—About Time (Time Management in Business)
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Test 958A HOSPITALITY MANAGEMENT TEAM DECISION
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65. A
Yes, he should already have sent a follow-up letter. A follow-up letter should be sent as soon as
possible after a job interview. Since the company has had time to make a hiring decision and notify
Matt of its choice, we can assume that he did not write immediately following the interview.
However, it is never too late to send a follow-up letter. Businesses do not generally expect to hear
from job applicants after an interview, but they receive a positive impression of those who do write.
SOURCE: PD:029
SOURCE: Bailey, L.J. (2003). Working: Career success for the 21st century (3rd ed.) [pp. 71-72].
Mason, OH: South-Western.

66. A
Support services. Back-of-house operations are those activities that do not require contact with
guests. Hotels employ many people in these positions in order to keep the facility operating. These
positions may include accountants, lawyers, human resource personnel, buyers, etc., who handle
the business aspects of the hotel. Hotel employees who work in back-of-house operations do not
provide food service, room service, or guest services. However, they purchase the food, buy the
supplies for the rooms, and hire the employees who serve guests.
SOURCE: PD:093
SOURCE: Vallen, G.K., & Vallen, J.J. (2005). Check-in: Check-out (7th ed.) [pp. 81-82]. Upper
Saddle River, NJ: Prentice Hall.

67. C
Yes, customers may feel product quality is also low. Quality and price are often considered the
same by customers. For example, high-priced items are usually perceived as high-quality products.
Customers are not necessarily offended by low prices, but those who feel low prices reflect low
quality will not buy more of that product or feel it is a bargain.
SOURCE: PI:001
SOURCE: PI LAP 2—Pricing

68. C
Price discrimination. Price discrimination is an illegal activity in which a hotel supply business
charges different customers different prices for similar amounts and types of products. The United
States passed the Robinson-Patman Act to protect consumers (buyers) from this unethical
business practice. Price segmentation is setting prices on the basis of market segment factors
(e.g., geographical location). Market penetration pricing is a strategy in which a business sets the
initial price of a product very low in order to attract a lot of buyers quickly. When a business makes
decisions about how to price its products in its product line, it is known as product line pricing. The
Robinson-Patman Act is not a legal provision that addresses pricing segmentation, market-
penetration pricing, and product-line pricing.
SOURCE: PI:017
SOURCE: Kotler, P., & Armstrong, G. (1999). Principles of marketing (8th ed.) [pp. 330-331, 344].
Upper Saddle River, NJ: Prentice Hall.
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69. C
Pure competition. In a pure competitive market, there are a great many buyers and sellers of nearly
identical products, and marketers have very little control over pricing. More competition exists in
this kind of market than in any other. Most products are sold at market price—the actual price that
prevails in a market at any particular moment. The market price is controlled by supply and
demand. In an oligopoly, competition is more likely to be based on style or brand than on price. In a
monopoly, there is virtually no competition because there is only one seller or provider of a good or
service. In a monopolistic competitive market, there is competition because there are many buyers
and sellers offering different types of products at different prices. There is less competition in this
kind of market than in a pure competitive market.
SOURCE: PI:002
SOURCE: PI LAP 2—Factors Affecting Selling Price

70. B
Introduction. In the introduction stage, advertising is used to attract customers to a new hospitality
product. In the growth and maturity stages, planners must be ready to adjust advertising according
to consumer acceptance. The decline stage will focus on whether to keep the product or remove it
from the market.
SOURCE: PM:001
SOURCE: PP LAP 5—Product/Service Planning

71. C
Achieve $2 million in sales next year. Marketing objectives are the goals a hospitality business
seeks to reach with its marketing plan. To be effective, a business must develop specific objectives
that it intends to achieve within a certain time period. Therefore, achieving a certain amount in sales
next year is an example of a marketing objective. Once a business has established its marketing
objectives, it develops strategies to achieve those objectives. Increasing advertising by 10 percent,
hiring five new salespeople, and maintaining competitive prices are examples of marketing
strategies that a business might develop in order to achieve its goal of $2 million in sales next year.
SOURCE: MP:007
SOURCE: Kotler, P. (2000). Marketing management (10th ed.) [pp. 89-94]. Upper Saddle River,
NJ: Prentice Hall.

72. C
Screening. The screening process involves reviewing product ideas and making a decision about
which ideas should be kept and which ones should be discarded. During the screening process, a
hotel supply business determines if there is a need or want for the product. The business also
decides if it has the resources to make and distribute the product. If there is not enough desire for
the product or the business does not have the appropriate resources, it is not practical for the
business to produce the product. Brainstorming is a creative-thinking technique that is used during
the idea-generation stage of new-product development. Production and consumption occur after
the screening stage.
SOURCE: PM:129
SOURCE: Zikmund, W., & d'Amico, M. (2001). Marketing: Creating and keeping customers in an
e-commerce world (7th ed.) [pp. 287-288]. Mason, OH: South-Western.
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73. A
Recognize opportunities. Hotels often use a variety of processes to understand guests' buying
behavior and find out what they might want in the future. Interviewing guests and conducting
surveys are processes that many hotels use. The intent is to obtain information that will help hotels
recognize opportunities. Hotels need ongoing information to be able to respond to changes in the
marketplace and take advantage of new opportunities. Hotels do not use these processes simply to
collect information but to use the information to recognize opportunities. Hotels may develop and
send out questionnaires to find out what guests might want in the future. Hotels do not find out what
guests might want in the future to generate advertising.
SOURCE: PM:136
SOURCE: Clark, B., Sobel, J., & Basteri, C.G. (2006). Marketing dynamics (pp. 237-239). Tinley
Park, IL: Goodheart-Willcox.

74. B
Grading. Grading helps consumers by indicating the quality of the raw materials used to make
consumer products. Counting enumerates quantities in inventory. Purchasing is a marketing
function which involves the planning and procedures necessary to obtain goods and services for
use in the operation of a business or for resale. Marketing is the process of planning and executing
the conception, pricing, promotion, and distribution of ideas, goods, and services to create
exchanges that satisfy individual and organizational objectives.
SOURCE: PM:019
SOURCE: PM LAP 8—Grades and Standards

75. C
Legal recourse. There are many different kinds of benefits from warranties and guarantees.
Consumer benefits from warranties and guarantees include legal recourse if a company does not
fulfill its obligations under a warranty or a guarantee. The courts will uphold a legitimate claim and
see that the customer obtains satisfaction. The benefits of warranties and guarantees do not
include lower prices, personalized service, and free training.
SOURCE: PM:020
SOURCE: PP LAP 4—Warranties and Guarantees

76. D
Credit. Many businesses that sell services, such as law offices, offer their customers extended
credit or payment plans. Credit is an extra service that businesses offer rather than the service that
the businesses sell. For example, a law office sells legal services to the owners of a hotel chain but
may allow those clients to pay for those services over a period of time. Advice, counsel, and
advocacy are types of legal services for which law offices charge their clients rather than extra
services.
SOURCE: PM:036
SOURCE: Farese, L.S., Kimbrell, G., & Woloszyk, C.A. (2006). Marketing essentials (pp. 682-
683).
New York: Glencoe/McGraw-Hill.

77. B
Plan various activities. Large hotels and resorts often plan activities to enhance their guests'
experience during their stay at the facility. Guests frequently stay at hotels or resorts for several
days or more and expect that there will be activities in which to participate. For example, the
properties may offer exercise classes, tennis lessons, or other recreational activities. The intent is
to provide a pleasant experience for guests so they will want to return.
SOURCE: PM:097
SOURCE: Silva, K.E., & Howard, D.M. (2006). Hospitality and tourism (pp. 99-100). Woodland
Hills, CA: Glencoe/McGraw-Hill.
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78. D
Product quality. Positioning is a product-mix strategy in which a golf resort pro shop creates a
certain image or impression of a product in the minds of consumers. One type of product-mix
strategy uses quality and price to position its products in the marketplace. By charging high prices
for luxury or upscale products, the pro shop is emphasizing the product's quality. If the shop wanted
to emphasize value to consumers, it would use low prices to position the product. Place utility is the
usefulness created by making sure that the goods and services are available at the place where
they are needed or wanted by consumers. Product seasonality refers to goods and services (e.g.,
snow shovels) that consumers need or want during a certain time or under certain circumstances.
Seasonal intensity is not a common positioning strategy that shops use to create an upscale image
for a product.
SOURCE: PM:043
SOURCE: Farese, L.S., Kimbrell, G., & Woloszyk, C.A. (2006). Marketing essentials (p. 645).
New York: Glencoe/McGraw-Hill.

79. C
When consumers have a pleasurable experience, they will spend extra time and will often spend
more money than intended. Store atmosphere is the overall sensory and emotional effect that
consumers experience with all their senses: visually, as well as with sound, scent, touch, and taste.
Ski resort gift shops know that when consumers are enjoying themselves, they will be more likely to
buy. The goal of the shop is to use cues in the store environment to put consumers in a frame of
mind that promotes the buying spirit. It is true that the look and feel of a store are elements which
draw consumers into the store; however, it is also true that the store's atmosphere does have a
clear impact on buying behavior. Consumers experience a store's environment with all of their
senses and are thinking, feeling, seeing, smelling, and touching the whole time they are shopping.
Some stores may want to win awards and gain publicity, but the most important outcome of
creating a pleasurable environment is the day-to-day effect it has on sales.
SOURCE: PM:032
SOURCE: Berman, B., & Evans, J.R. (2004). Retail management: A strategic approach (9th ed.)
[p. 454]. Upper Saddle River, NJ: Prentice Hall.

80. B
No, the name must be legally available for use. The hotel chain needs to make sure the brand
name is not the property of another company since it is illegal to use another company's brand
name. Brand names can be registered with the federal government in order to protect them, but this
is not necessary in order to use a brand name that is legally available.
SOURCE: PM:126
SOURCE: PM LAP 10—Building Your Business's Brand

81. C
After product, price, and distribution. Before hospitality businesses can make promotional
decisions, they should develop and price the product and decide how it will be distributed.
Businesses need information about product, price, and place before making promotional decisions.
For example, it would be useless for a business to promote a product without being prepared to
produce and distribute it.
SOURCE: PR:001
SOURCE: PR LAP 2—Promotion
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82. A
Institutional. Institutional, or corporate, promotion aims to create a certain image in the eyes of
consumers. The hotel supply business is using institutional promotion because it is providing
customers with information about the company. Product promotion informs customers about
products. Frequency and incentives are not types of promotion.
SOURCE: PR:002
SOURCE: PR LAP 4—Know Your Options (Types of Promotion)

83. C
Personal selling. Personal selling is the form of promotion that uses planned, personalized
communication in order to influence purchase decisions. It is generally used for products that are
expensive, highly technical or require demonstration or installation. Advertising is any paid form of
nonpersonal presentation of ideas, goods, or services. Sales promotion is activities other than
advertising, personal selling, and publicity which stimulate consumer purchases. Publicity is a
nonpersonal form of promotion that is not paid for by the company or individual that receives it.
SOURCE: PR:003
SOURCE: PR LAP 1—Promotional Mix

84. B
Removing merchandise carefully. One of the first steps in the process of dismantling displays
involves carefully removing the merchandise in order to return it to the sales floor. It is usually
necessary to remove the merchandise first because it is attached to or placed on the display props
and fixtures. Once the merchandise is safely removed, display workers can begin to dismantle the
remainder of the display, which involves taking down background scenes, returning fixtures to
storage, and replacing burned out lights.
SOURCE: PR:054
SOURCE: Farese, L.S., Kimbrell, G., & Woloszyk, C.A. (2006). Marketing essentials (p. 393).
New York: Glencoe/McGraw-Hill.

85. D
External. An external analysis is an examination of what is occurring outside the motel chain. It
examines not only the chain's target market but also the competition. The information gathered in
the external analysis helps the chain to prepare a promotional plan that will appeal to current and
potential customers and make the chain competitive. An internal analysis is an examination of what
is occurring within the chain. Personal and regional are not types of analysis used in developing
promotional plans.
SOURCE: PR:073
SOURCE: PR LAP 12—Nature of Promotional Plans

86. D
Hospitality products advertised on television are featured in a display. Promotional activities are
coordinated when two or more different types of activities, such as advertising and display, are
combined in order to achieve a goal. Cooperative advertising occurs when advertising costs are
shared by members of the distribution channel. Inviting customers to a sale and placing an
advertisement in two media are each examples of only one type of promotional activity.
SOURCE: PR:076
SOURCE: Farese, L.S., Kimbrell, G., & Woloszyk, C.A. (2006). Marketing essentials (p. 367).
New York: Glencoe/McGraw-Hill.
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Test 958A HOSPITALITY MANAGEMENT TEAM DECISION
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87. B
Selling. Skilled salespeople can create desire for new or established hospitality products through
the use of planned, personalized communication. Financing is a business function that involves
understanding the financial concepts used in making business decisions. Distribution is a function
that is responsible for moving, storing, locating, and/or transferring ownership of goods or services.
Risk management is not a marketing function.
SOURCE: SE:017
SOURCE: SE LAP 117—Sell Away (The Nature and Scope of Selling)

88. C
Shipping and delivery. The Motel One coffee shop's situation is an example of the shipping and
delivery aspect of customer service. The product arrived damaged, and the salesperson promptly
addressed the problem. This is not an example of customer training (no training is necessary),
technical assistance and support (product does not require technical support), or credit/financing
(problem is not with payment).
SOURCE: SE:076
SOURCE: SE LAP 130—Go Beyond the Sale (Customer Service in Selling)

89. C
Lack of courtesy from salespeople. Salespeople are the key to building a clientele. Therefore,
salespersons must be careful of their behavior. Complicated business policies, overstocks of
merchandise, and inappropriate operating hours are operational problems that, in and of
themselves, do not typically alienate customers.
SOURCE: SE:828
SOURCE: SE LAP 115—Keep Them Loyal (Building Clientele)

90. D
A salesperson offers a discount to a friend. Offering discounts to friends (often in violation of
company policy or manager's instructions) can cause hotel gift shop profits to decrease. An
increase in customer purchases and the avoidance of legal costs would likely have a positive effect
on profits. A competitor's comment, whether positive or negative, may not have any effect on
profits.
SOURCE: SE:106
SOURCE: SE LAP 129—Keep It Real—In Sales (Selling Ethics)

91. D
Consumer-protection laws. Governments develop consumer-protection laws to reduce the risk of
consumer fraud or personal injury by products that businesses sell. Consumer-protection laws
address selling activities. For example, if a hotel supply company's salesperson does not tell a
customer about a product's limitations and the customer misuses the product and receives injuries
due to the misuse, the customer could sue the company. As a result, the company may experience
consumer credibility problems and financial losses. Failure to disclose information about a product
during the selling process is not a violation of customer-service regulations, false-labeling policies,
or exclusive-dealing statutes.
SOURCE: SE:108
SOURCE: Greene, C. (2000). Selling: Business 2000 (pp. 104-105). Mason, OH: South-Western.
2008 DECA Ontario Provincials
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92. B
Reading company promotional materials. Hotel supply salespeople should regularly read company
promotional materials, such as advertisements and brochures, in order to obtain useful selling
information. These materials provide salespeople with information about product prices, features,
benefits, and financing that will help them sell the goods to customers. Reading promotional
materials as they become available keeps the salesperson up-to-date and able to answer
customers' questions. Stockholders' reports and executives' speeches are not likely to contain in-
depth product information. The local library would also not be a good source for detailed
information about products.
SOURCE: SE:062
SOURCE: Burrow, J.L. (2006). Marketing: Instructor's wraparound edition (2nd ed.) [pp. 465-466].
Mason, OH: Thomson/South-Western.

93. A
Types of services needed and the cleanliness of high-traffic areas. When conducting a tour of a
lodging facility, it is customary to show the facilities to the prospective client. For example, a client
might want to book the facility for a large professional conference. Therefore, the lodging
representative might consider showing the client all meeting rooms and banquet facilities,
restaurant, pool, and one of the sleeping rooms. A client who wants to book a room for a small
group of local people to meet during the day might need to view only the meeting rooms and
restaurant facilities. Therefore, the tour should incorporate amenities that meet the clients' needs.
Before showing the client these areas of the facility, the lodging representative should make sure
that the appearance of the hotel is neat and clean. The appearance of the facility can have a great
impact on the client's willingness to book the property for a function. Although the employee might
review information such as meeting room size, occupancy rate, sleeping room size, menu,
transportation services, and checkout policies with the client as part of the entire sales package,
these elements are not usually a primary consideration when evaluating the property for an
upcoming tour.
SOURCE: SE:222
SOURCE: Kotler, P., Bowen, J., & Makens, J. (1999). Marketing for hospitality and tourism (2nd
ed.)
[p. 57]. Upper Saddle River, NJ: Prentice Hall.

94. B
Suggestion selling. Suggestion selling benefits the resort gift shop by building sales volume and
profits. At the same time, it satisfies the customer to a greater degree by enabling him/her to make
several purchases at one time and place. High-pressure tactics and too much talking produce
negative results. Advertising attracts the customer to the shop so that the salesperson can
complete the selling job.
SOURCE: SE:875
SOURCE: SE LAP 110—Using Suggestion Selling

95. C
Ownership. Using words such as "you" and "your" have been proven to be much more effective
than generalized terms and usually create a higher response rate. Using these words in a sales
presentation conveys confidence, an ability to solve problems, and assures customers that they
should buy your product. The use of these words does not indicate hesitancy, introversion, or
incompetence.
SOURCE: SE:073
SOURCE: Lontos, P. (n.d.). How to Give a Group Presentation That Sells. Retrieved November
12, 2007, from http://www.justsell.com/content/sales/gs0017.htm
2008 DECA Ontario Provincials
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96. D
Putting some of it away somewhere safe. By putting some of the cash away in a safe place, such
as a vault, the motel coffee shop can minimize the risk for theft. Exchanging the smaller bills for
larger ones might result in a situation in which the correct change cannot be given to customers,
especially since change is usually given in smaller denominations. Practically everybody at a motel
coffee shop is a stranger, and so a better choice would be to watch for anyone who looks
suspicious. Concentrating on looking at the floor for dropped cash rather than protecting the cash
drawer would provide an opportunity for theft.
SOURCE: SE:248
SOURCE: Farese, L.S., Kimbrell, G., & Woloszyk, C.A. (2006). Marketing essentials (pp. 345-
347).
New York: Glencoe/McGraw-Hill.

97. D
Alphabetically according to guests' last names. An alphabetical listing of expected arrivals is the
most common way to make sure that all reservations are accounted for and to identify guests who
require special recognition. Reporting expected arrivals numerically according to confirmation
numbers is likely to result in clerical errors, since these numbers are often long and difficult to
remember. Guests' estimated arrival times are not always identified, and so using them to organize
the day's arrivals is impractical. The same is true of reservation codes. Besides, reservation codes
often consist of numbers only, so alphabetizing them would be impossible.
SOURCE: SE:262
SOURCE: Vallen, G.K., & Vallen, J.J. (2000). Check-in: Check-out (6th ed.) [pp. 247, 456]. Upper
Saddle River, NJ: Prentice Hall.

98. D
To prioritize rooms that need service so that early arrivals or walk-in guests are accommodated.
Some guests arrive before the preferred check-in time and would like their rooms as soon as
possible. To accommodate these types of requests, the front desk must notify housekeeping to
clean or service an appropriate room if one is not available. Generally, executive housekeepers do
not order all cleaning supplies every day. Inventory for cleaning items is usually conducted during a
slower time of the day (e.g., after all rooms have been cleaned). Usually, the maintenance
department is notified when rooms need maintenance service (e.g., leaky faucets, broken locks).
Cleaning standards and polices are documented procedures that indicate how employees should
carry out tasks so that each unit of work is done in the same way. Cleaning standards and
procedures are usually developed by hotel management.
SOURCE: SE:277
SOURCE: Vallen, G.K., & Vallen, J.J. (2000). Check-in: Check-out (6th ed.) [pp. 76-77]. Upper
Saddle River, NJ: Prentice Hall.

99. C
Managers. Managers are individuals in business who perform management functions. Managers
are responsible for supervising the work done by finance, accounting, marketing, and production.
They usually do not perform the actual work of the hotel chain but coordinate the chain's resources
so that others can carry out the work. Stockholders own shares of stock in a hospitality business.
Employees are individuals hired by a hotel chain to work for wages or a salary. Creditors are
individuals to whom a chain owes money.
SOURCE: SM:001
SOURCE: BA LAP 6—Manage This!
2008 DECA Ontario Provincials
Test 958A HOSPITALITY MANAGEMENT TEAM DECISION
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100. C
Prepare for an expansion. A hotel supply company that hopes to expand its product line, office
space, or workforce can prepare for the change by planning ahead. Building a new facility is
certainly an expansion that warrants a business plan. Writing a business plan forces the company
to analyze the effectiveness of new products or promotions. If business owners want to sell the
company, they can use the process of writing a business plan to help them set a value. To snag a
valuable client account, companies can write a business plan that describes how successful they
intend to be.
SOURCE: SM:007
SOURCE: SM LAP 1—Plan Now, Succeed Later