HFT4502 UPDATED EXAM STUDY GUIDE QUESTIONS AND
SOLUTIONS GUARANTEE A+
✔✔What is a product - ✔✔Anything that can be offered to a market for attention,
acquisition, use or consumption that might satisfy a want or need
✔✔What are the product levels - ✔✔Core Products
Facilitating Products
Supporting Products
Augmented Products
✔✔Core products - ✔✔Answers the question "What is the buyer really buying?" -
EXPERIENCE
✔✔Facilitating Products - ✔✔Services or goods that must be present for the guest to
use the product
✔✔What do all core products require - ✔✔Facilitating products
✔✔Supporting products - ✔✔Extra products offered to add value to the core product
and/or aid in differentiation - Not necessarily a requirement
✔✔Augmented products - ✔✔Elements of the augmented product combine with the
previous products to provide the overall product
✔✔What do all product levels depend on - ✔✔Your target market
✔✔What are the 5 stages of the Product Life Cycle - ✔✔Development
Introduction
Growth
Maturity
Decline
✔✔What is typical about the product life cycle - ✔✔Typically S-shaped
✔✔Inseparability - ✔✔Employees are part of the product
✔✔Internal Marketing - ✔✔Marketing by a service firm to train and motivate its
employees to work as a team that provides customer satisfaction
✔✔The moment of truth - ✔✔Internal marketing drives external marketing
✔✔What is the objective of the Internal Marketing Process - ✔✔Enable employees to
deliver satisfying products to the guests
, ✔✔What is the three step process that uses marketing principles to manage employees
- ✔✔Establish a service culture
Develop a marketing approach to human resource management
Disseminate marketing information to employees
✔✔Organizational Culture - ✔✔The pattern of shared values and beliefs that gives
members of an organization meaning, providing them with rules of behavior
✔✔Service Culture - ✔✔A culture that supports customer service through policies,
reward systems and actions
✔✔Weak Culture - ✔✔No common values
✔✔What does a weak culture have - ✔✔Insecure employees
Slow responses to problems
Unsatisfied guests
✔✔What is the conventional organizational structure - ✔✔Management is at the top -
must satisfy those above you
✔✔What is the upside down organizational structure - ✔✔Customer is at the top
✔✔What is the New Organizational Structure - ✔✔Customers
Line employees
Supervisors
Department heads
General Managers
Corporate
✔✔Nonroutine transactions - ✔✔A unique guest transaction experience by an
employee for the first time
✔✔What do nonroutine transactions cause - ✔✔Empowers employees to respond
Encourages innovation
✔✔What can increase the importance of nonroutine transactions in the future - ✔✔The
role of technology
✔✔What does strong culture prepare employees to handle - ✔✔nonroutine transactions
✔✔What proper skills does service culture provide employees with - ✔✔Attitude
Knowledge
Communication skills
SOLUTIONS GUARANTEE A+
✔✔What is a product - ✔✔Anything that can be offered to a market for attention,
acquisition, use or consumption that might satisfy a want or need
✔✔What are the product levels - ✔✔Core Products
Facilitating Products
Supporting Products
Augmented Products
✔✔Core products - ✔✔Answers the question "What is the buyer really buying?" -
EXPERIENCE
✔✔Facilitating Products - ✔✔Services or goods that must be present for the guest to
use the product
✔✔What do all core products require - ✔✔Facilitating products
✔✔Supporting products - ✔✔Extra products offered to add value to the core product
and/or aid in differentiation - Not necessarily a requirement
✔✔Augmented products - ✔✔Elements of the augmented product combine with the
previous products to provide the overall product
✔✔What do all product levels depend on - ✔✔Your target market
✔✔What are the 5 stages of the Product Life Cycle - ✔✔Development
Introduction
Growth
Maturity
Decline
✔✔What is typical about the product life cycle - ✔✔Typically S-shaped
✔✔Inseparability - ✔✔Employees are part of the product
✔✔Internal Marketing - ✔✔Marketing by a service firm to train and motivate its
employees to work as a team that provides customer satisfaction
✔✔The moment of truth - ✔✔Internal marketing drives external marketing
✔✔What is the objective of the Internal Marketing Process - ✔✔Enable employees to
deliver satisfying products to the guests
, ✔✔What is the three step process that uses marketing principles to manage employees
- ✔✔Establish a service culture
Develop a marketing approach to human resource management
Disseminate marketing information to employees
✔✔Organizational Culture - ✔✔The pattern of shared values and beliefs that gives
members of an organization meaning, providing them with rules of behavior
✔✔Service Culture - ✔✔A culture that supports customer service through policies,
reward systems and actions
✔✔Weak Culture - ✔✔No common values
✔✔What does a weak culture have - ✔✔Insecure employees
Slow responses to problems
Unsatisfied guests
✔✔What is the conventional organizational structure - ✔✔Management is at the top -
must satisfy those above you
✔✔What is the upside down organizational structure - ✔✔Customer is at the top
✔✔What is the New Organizational Structure - ✔✔Customers
Line employees
Supervisors
Department heads
General Managers
Corporate
✔✔Nonroutine transactions - ✔✔A unique guest transaction experience by an
employee for the first time
✔✔What do nonroutine transactions cause - ✔✔Empowers employees to respond
Encourages innovation
✔✔What can increase the importance of nonroutine transactions in the future - ✔✔The
role of technology
✔✔What does strong culture prepare employees to handle - ✔✔nonroutine transactions
✔✔What proper skills does service culture provide employees with - ✔✔Attitude
Knowledge
Communication skills
