DECA HOSPITALITY AND TOURISM CLUSTER EXAM
(2025)Actual Exam Test | Complete Questions
With Verified Answers With Rationales (100%
Accurate Solutions)!!
Which of the following is a correct interpretation of a common nonverbal cue:
A. Fidgeting can signal nervousness or impatience.
B. Crossed arms can signal friendliness and availability.
C. Clenched fists can signal intelligence and awareness.
D. Eye contact can signal anger or irritation. - ✔✔A
Elizabeth is giving a speech about Abraham Lincoln. She starts with his early political life, moves
on to his time as president, and then ends with his death. What common organizational pattern
is she using for her speech?
A. Spatial
B. Topical
C. Chronological
D. Cause-and-effect - ✔✔C
Luke is writing a complex report that will be submitted to the company's board of directors. He
has collected relevant information that he would like to provide to the audience—information
that is not necessary to include in the body of the report. In what section of the report should
Luke include this supplemental information?
A. Executive summary
B. Bibliography
C. Appendix
D. Table of contents - ✔✔C
,Which of the following is appropriate behavior when writing and sending a professional email:
A. Attaching several unnecessary files
B. Leaving the subject line blank
C. Taking a long time to respond to an email
D. Proofreading your email before sending it - ✔✔D
Which of the following pieces of information would be most appropriate for posting on
LinkedIn or another professional social networking site:
A. Concerns you have about your current job or career
B. Photos of your family from a recent vacation
C. An award you received at work
D. Updates on your personal marathon training - ✔✔C
In which of the following situations is it best to communicate by holding a face-to-face meeting:
A. A manager conducts an employee's annual performance review. B. An employee needs to
obtain a price list from a vendor.
C. A manager wants an employee to submit his/her timesheet for approval.
D. An employee needs to ask for an expense form for reimbursement. - ✔✔A
Which of the following is a true statement regarding customer complaints:
A. The best companies do not receive customer complaints.
B. Customer complaints can benefit employees and businesses.
C. Almost all customer complaints involve the product.
D. The reasons for customer complaints are usually hidden. - ✔✔B
Why should hotels train their staff on using guest recovery solutions?
A. To empower staff members to resolve customer service complaints
, B. So they can inform unhappy customers of the hotel's policies
C. So they understand that recovery solutions are required by law D. To reduce a hotel's legal
obligations to unsatisfied customers - ✔✔A
Which of the following is an example of a during-the-sale touchpoint:
A. Customer satisfaction surveys
B. The physical aspects of the business
C. Rebates
D. Word-of-mouth advertising - ✔✔B
Riley loves talking to people, so she always goes out of her way to ask customers for feedback
and gets to know them personally. This is an example of how
A. employees should try to keep their distance from customers.
B. a company's culture affects its customer service.
C. extraverted people have a higher success rate in hospitality.
D. an employee's personality impacts customer service practices. - ✔✔D
Which of the following is a way to anticipate customer needs without asking:
A. Focus on selling products.
B. Get to know customers.
C. Plan customer service efforts.
D. Offer online chat support. - ✔✔B
Which of the following is an example of a positive moment of truth in customer service:
A. Aggressively upselling to customers
B. Offering a customer-satisfaction survey
C. Following a script when talking to customers
(2025)Actual Exam Test | Complete Questions
With Verified Answers With Rationales (100%
Accurate Solutions)!!
Which of the following is a correct interpretation of a common nonverbal cue:
A. Fidgeting can signal nervousness or impatience.
B. Crossed arms can signal friendliness and availability.
C. Clenched fists can signal intelligence and awareness.
D. Eye contact can signal anger or irritation. - ✔✔A
Elizabeth is giving a speech about Abraham Lincoln. She starts with his early political life, moves
on to his time as president, and then ends with his death. What common organizational pattern
is she using for her speech?
A. Spatial
B. Topical
C. Chronological
D. Cause-and-effect - ✔✔C
Luke is writing a complex report that will be submitted to the company's board of directors. He
has collected relevant information that he would like to provide to the audience—information
that is not necessary to include in the body of the report. In what section of the report should
Luke include this supplemental information?
A. Executive summary
B. Bibliography
C. Appendix
D. Table of contents - ✔✔C
,Which of the following is appropriate behavior when writing and sending a professional email:
A. Attaching several unnecessary files
B. Leaving the subject line blank
C. Taking a long time to respond to an email
D. Proofreading your email before sending it - ✔✔D
Which of the following pieces of information would be most appropriate for posting on
LinkedIn or another professional social networking site:
A. Concerns you have about your current job or career
B. Photos of your family from a recent vacation
C. An award you received at work
D. Updates on your personal marathon training - ✔✔C
In which of the following situations is it best to communicate by holding a face-to-face meeting:
A. A manager conducts an employee's annual performance review. B. An employee needs to
obtain a price list from a vendor.
C. A manager wants an employee to submit his/her timesheet for approval.
D. An employee needs to ask for an expense form for reimbursement. - ✔✔A
Which of the following is a true statement regarding customer complaints:
A. The best companies do not receive customer complaints.
B. Customer complaints can benefit employees and businesses.
C. Almost all customer complaints involve the product.
D. The reasons for customer complaints are usually hidden. - ✔✔B
Why should hotels train their staff on using guest recovery solutions?
A. To empower staff members to resolve customer service complaints
, B. So they can inform unhappy customers of the hotel's policies
C. So they understand that recovery solutions are required by law D. To reduce a hotel's legal
obligations to unsatisfied customers - ✔✔A
Which of the following is an example of a during-the-sale touchpoint:
A. Customer satisfaction surveys
B. The physical aspects of the business
C. Rebates
D. Word-of-mouth advertising - ✔✔B
Riley loves talking to people, so she always goes out of her way to ask customers for feedback
and gets to know them personally. This is an example of how
A. employees should try to keep their distance from customers.
B. a company's culture affects its customer service.
C. extraverted people have a higher success rate in hospitality.
D. an employee's personality impacts customer service practices. - ✔✔D
Which of the following is a way to anticipate customer needs without asking:
A. Focus on selling products.
B. Get to know customers.
C. Plan customer service efforts.
D. Offer online chat support. - ✔✔B
Which of the following is an example of a positive moment of truth in customer service:
A. Aggressively upselling to customers
B. Offering a customer-satisfaction survey
C. Following a script when talking to customers
