Test Bank For Access Introduction to Travel and Tourism 2nd Edition by Marc Mancini

CHAPTER Version A I. True or _________ 1. _________ 2. _________ 3. _________ 4. _________ 5. known as suppliers. II. Write down the letter of the answer that best answers the question or completes the statement. _________ 6. The term VFR travel refers to: A. Visiting Friends and Relatives B. Very Frequent Reservations C. Very Favorable Restrictions D. Trick question: VFR refers to nothing _________ 7. Which of the following is not a sector of the travel industry? A. Corporate travel services B. Researchcompanies C. Medicalcare D. Parks and recreation programs _________ 8. The sector of the travel business that includes both lodging and food services is called: 1 QUIZ Name_________________________________ Date___________ False? (Write True or False, not T or F.) Traveling for enjoyment is called leisure travel. According to Plog’s Continuum, cautious travelers are known as Dependables. The time of the year when an attraction is busiest is called the shoulder season. CLIA is an association of airlines. Companies that create, own, and provide the travel products being sold are Mancini IML Chapter Quizzes-1 A. The commodity industry B. Thehospitalityindustry C. Location management D. All of the above _________ 9. An organization that promotes a certain destination is known as a: A. CRS B. DMO C. VATP D. None of the above _________ 10. How do travel products flow from suppliers to consumers? A. Supplier sells directly to the public B. Supplier sells indirectly to the public through intermediaries C. Throughtravelagents D. All of the above Mancini IML Chapter Quizzes-2 CHAPTER Version B I. True or _________ 1. _________ 2. _________ 3. _________ 4. _________ 5. psychographics. II. Write down the letter of the answer that best answers the question or completes the statement. _________ 6. Companies that link suppliers with the traveling public are called: A. Consumers B. Intermediaries C. Producers D. All of the above _________ 7. Which of the following is not one of the sectors of the travel industry? A. Lodging companies B. Storesandgiftshops C. Themeparks D. Manufacturing _________ 8. Which of the following is an example of a travel package? A. An airline ticket 1 QUIZ Name_________________________________ Date___________ False? (Write True or False, not T or F.) An all-inclusive resort vacation usually includes everything but meals. According to Plog’s Continuum, cautious travelers are known as Venturers. The time of the year when an attraction is busiest is called the high season. A trade association like CLIA represents the interests of a travel industry sector. Easily measurable factors about a customer such as age are known as Mancini IML Chapter Quizzes-3 B. Ahotelroom C. Acruise D. A railway ticket _________ 9. A DMO is an organization that: A. Promotes travel to a specific destination B. Provides travel incentive awards for companies C. Provides the motorcoaches used in touring D. Both B and C _________ 10. Travel for the purpose of enjoyment is known as: A. Corporate travel B. Businesstravel C. Leisuretravel D. Competitive travel Mancini IML Chapter Quizzes-4 CHAPTER 1 QUIZ Name_________________________________ Date___________ Version C I. True or False? (Write True or False, not T or F.) _________ 1. _________ 2. _________ 3. demographics. _________ 4. known as intermediaries. _________ 5. Anything that a leisure traveler finds interesting can be called an attraction. II. Write down the letter of the answer that best answers the question or completes the The two main categories of travel are leisure travel and business travel. According to Plog’s Continuum, cautious travelers are known as Centrics. Easily measurable factors about a customer such as age are known as Companies that create, own, and provide the travel products being sold are statement. _________ 6. Which of the following is not an example of a travel package? A. A cruise B. Arailwayticket C. An independent tour D. An escorted tour _________ 7. Which of the following is a tangible product? A. An incentive trip B. Acar C. A vacation D. An insurance policy _________ 8. In the travel business, the term GDS refers to a: Mancini IML Chapter Quizzes-5 A. Greek Destination Site B. GlobalDestinationSeries C. GreatDemographicStandards D. Global Distribution System _________ 9. On a cruise, tours taken at ports of call are known as: A. Shore excursions B. Perks C. Onboard activities D. None of the above _________ 10. The busiest time of the year for an attraction or destination is known as its: A. Shoulder season B. High season C. Lowseason D. None of the above Mancini IML Chapter Quizzes-6 CHAPTER Version A I. True or _________ 1. _________ 2. _________ 3. _________ 4. _________ 5. II. Write down the letter of the answer that best answers the question or completes the 2 QUIZ Name_________________________________ Date___________ False? (Write True or False, not T or F.) A wide-body jet has a two-aisle configuration. Once a ticket is purchased, it can be used on any airline. The industry that builds and flies aircraft is known as tourism. Houston is a hub for United Airlines. A regional jet can usually hold more than 200 people. statement. _________ 6. A. AA B. LH C. UA D. US _________ 7. A. Charter service B. Fractionalservice C. Positivespaceservice D. Scheduled service _________ 8. A flight in which the plane stops at least once before reaching its final destination is called a: A. Direct flight Which is not a U.S.-based airline? Air transportation that flies regularly at set, advertised times is known as: Mancini IML Chapter Quizzes-7 B. Nonstop flight C. Connectingflight D. None of the above _________ 9. The load factor of an aircraft refers to: A. Restrictions on baggage weight B. How much the plane weighs C. The percentage of seats filled with passengers D. How much the passengers have been drinking _________ 10. You fly from Philadelphia to Los Angeles, drive to San Francisco, then fly back to Philadelphia from San Francisco. What kind of itinerary is this? A. One-way B. Round-trip C. Open-jaw D. Circle Mancini IML Chapter Quizzes-8 CHAPTER Version B I. True or _________ 1. _________ 2. _________ 3. _________ 4. _________ 5. II. Write down the letter of the answer that best answers the question or completes the statement. _________ 6. One of the most important duties of the Federal Aviation Administration is to: A. Control the distribution of airline tickets B. Inspect aircraft and oversee maintenance C. Determine who is a legitimate seller of travel D. Maintain security at airports _________ 7. A flight in which no stops are made is called a: A. Direct flight B. Connectingflight C. Nonstop flight D. BothAandC _________ 8. Which statement is false? A. Any seat on a red-eye flight is called a sleeper seat. B. The first row in coach is usually called the bulkhead row. 2 QUIZ Name_________________________________ Date___________ False? (Write True or False, not T or F.) The way seating is arranged in an aircraft is known as the load factor. AF, JL, VS, and SQ are all codes for foreign-based airlines. A Boeing 767 is an example of a wide-body aircraft. Most domestic aircraft are set up for three classes of seating. The employee who works at the boarding gate is called a gate agent. Mancini IML Chapter Quizzes-9 C. WN and B6 are low-fare airlines. D. Pitch is the distance between a point on one seat and the same point on the seat in the row in front of or behind it. _________ 9. A city and/or airport that serves as a destination/arrival point for international travel is known as a: A. Full-service airport B. Gateway C. Regionalairport D. Intracountry airport _________ 10. If a traveler flies from Minneapolis to New York City, stays awhile, and then returns from New York City to Minneapolis, what type of itinerary is being described? A. Open-jaw B. Round-trip C. Circle D. None of the above Mancini IML Chapter Quizzes-10 CHAPTER Version C I. True or _________ 1. _________ 2. _________ 3. _________ 4. _________ 5. II. Write down the letter of the answer that best answers the question or completes the statement. _________ 6. One of the most important duties of the Airlines Reporting Corporation (ARC) is to: A. Inspect and oversee the maintenance of aircraft B. Control the distribution of airline tickets C. Maintainairportsecurity D. All of the above _________ 7. A flight in which the passenger changes planes en route is called: A. A divergent flight B. A nonstop flight C. Aconnectingflight D. Fractional service _________ 8. When a flight starts in one country and ends in another, it’s called a(n): A. International flight 2 QUIZ Name_________________________________ Date___________ False? (Write True or False, not T or F.) The major U.S. airlines are sometimes known as legacy airlines. Low-fare airlines offer the most nonstop long-distance flights. A Boeing 737 is an example of a narrow-body aircraft. Key airports used by airlines for a majority of their flights are called their hubs. Coach class is also known as business class. Mancini IML Chapter Quizzes-11 B. Domesticflight C. Globalflight D. Commuter flight _________ 9. The distance between a point on one seat and the same point on the seat in the row in front of or behind it is known as: A. Pitch B. Loadfactor C. Legroom D. BothAandC _________ 10. Which statement is false? A. AA, DL, and UA are all major airlines. B. A wall separating the coach- and first-class compartments is called a “ballast.” C. A transcon flight is one that crosses a continent. D. The most common flight itineraries are round-trip. Mancini IML Chapter Quizzes-12 CHAPTER Version A I. True or _________ 1. _________ 2. _________ 3. _________ 4. _________ 5. jetway. 3 QUIZ Name_________________________________ Date___________ False? (Write True or False, not T or F.) The person handling luggage at curbside is called a skycap. First-class fares are never discounted. A flight of 2,000 miles will always cost more than a flight of 1,000 miles. A ticket that is paid for is referred to as a revenue ticket. The movable device that connects the aircraft and the terminal is called a II. Write down the letter of the answer that best answers the question or completes the statement. _________ 6. Passengers may smoke on which of the following airlines? A. A few foreign airlines B. Jet Blue and Southwest C. Red-eye flights on most airlines D. None of the above allow smoking _________ 7. The codes for New York City’s three area airports are: A. JFK, EWR, and LGA B. NYC, JFK, and NAS C. EWR, JFK, and YVR D. NYC, JFK, and NNY _________ 8. A company that specializes in unsold airline inventory is known as a(n): A. Full-service agency Mancini IML Chapter Quizzes-13 B. Internetprovider C. Consolidator D. Tour operator _________ 9. The cost of an airline ticket may be affected by which of the following factors? A. Which routes are involved B. The time of the flight C. Thepassenger’semployer D. All of the above _________ 10. In the travel industry, the term PNR stands for: A. Passenger Name Record B. Passenger Nationality Record C. Airport in Phoenix, Arizona D. Primary Nonstop Reservation Mancini IML Chapter Quizzes-14 CHAPTER 3 QUIZ Name_________________________________ Date___________ Version B I. True or False? (Write True or False, not T or F.) _________ 1. consolidator. _________ 2. _________ 3. _________ 4. _________ 5. II. Write down the letter of the answer that best answers the question or completes the A company that specializes in unsold airline inventory is known as a Airlines are usually unable to accommodate travelers with physical disabilities. A flight of 1,000 miles may cost more than a flight of 2,000 miles. Most airline tickets today are sold as e-tickets. A frequent-flyer award ticket is referred to as a revenue ticket. statement. _________ 6. A. ORD B. MCO C. CUN D. MSY _________ 7. A. Confirmed B. Waitlisted C. Standbylisted D. e-reserved _________ 8. Which of the following type of airline ticket is usually unrestricted? A. International fare Which is not a U.S. or Canadian airport code? Once a reservation is entered into the airline computer system, it’s said to be: Mancini IML Chapter Quizzes-15 B. Revenuefare C. Promotionalfare D. Full coach fare _________ 9. An early-arrival passenger at the airport who tries to get on an earlier flight may ask to be put on what list? A. Exception B. Substitution C. Standby D. Award _________ 10. The movable device from which passengers pick up their luggage is known as the: A. Luggage pathway B. Jetway C. Baggagecarousel D. None of the above Mancini IML Chapter Quizzes-16 CHAPTER Version C I. True or _________ 1. _________ 2. _________ 3. _________ 4. _________ 5. carousel. 3 QUIZ Name_________________________________ Date___________ False? (Write True or False, not T or F.) It’s possible that every person on a flight has paid a different fare for that flight. A record locator number is also called a confirmation number. The longer the flight, the more it costs. A fare war is when airlines start dropping and matching prices. The movable device that connects the aircraft to the terminal is called a II. Write down the letter of the answer that best answers the question or completes the statement. _________ 6. In the travel industry, the term CRS stands for: A. Company Reservation Site B. ComputerReservationSystem C. CompleteReservationStandard D. Corporate Reservation System _________ 7. Frequent-flyer miles can be earned by using which of the following? A. Airlines B. Carrentalagencies C. Hotels D. All of the above _________ 8. Which of the following type of ticket is most likely to have restrictions? A. Advance purchase Mancini IML Chapter Quizzes-17 B. Firstclass C. Full coach fare D. None of the above _________ 9. The majority of airline tickets are purchased from which of the following? A. Direct from the airline B. Consolidators C. Travelagencies D. Newspaper ads _________ A. STL B. YYZ C. MKE D. CVG 10. Which is the code for a Canadian airport? Mancini IML Chapter Quizzes-18 CHAPTER Version A I. True or _________ 1. _________ 2. _________ 3. _________ 4. _________ 5. company. 4 QUIZ Name_________________________________ Date___________ False? (Write True or False, not T or F.) Resort hotels cater primarily to leisure travelers. In-room extras such as a hairdryer are known as amenities. The rack rate refers to the lowest price a hotel will charge for a room. Usually, the better the hotel’s location, the higher the price. For a hotel to carry a major brand name like Hilton, it must be owned by that II. Write down the letter of the answer that best answers the question or completes the statement. _________ 6. What do the abbreviations BP, EP, and AP refer to when booking a room? A. If and how many meals are included in the price B. Thedifferentdiscountlevelsavailable C. Which floor of the hotel the room is on D. Hotel ratings in Europe _________ 7. A resort that charges one price that encompasses most or all of the costs of staying there, including some or all meals, is called: A. A world-class property B. Amega-resort C. An all-inclusive resort D. Expensive _________ 8. Which of the following factors determines the price of lodging? Mancini IML Chapter Quizzes-19 A. The prime market it serves B. Location C. Theseason D. All of the above _________ 9. Multiple-owner vacation homes or apartments are known as: A. Extended-stay lodging B. Timeshares C. Lodges D. B&Bs _________ 10. Which statement is false? A. A suite must have at least a bedroom and a living room. B. Aconciergehelpsguestswithspecialrequests. C. Theme restaurants usually rely on tourists for success. D. Room service is different from banquet table service. Mancini IML Chapter Quizzes-20 CHAPTER Version B I. True or _________ _________ atmosphere _________ _________ company. _________ II. Write down the letter of the answer that best answers the question or completes the statement. _________ 6. The person in a hotel who helps guests with special requests is known as the: A. Steward B. Guestcoordinator C. Concierge D. All of the above _________ 7. Which does not offer hotel ratings? A. The U.S. government B. StarServiceOnline C. Forbes D. The French government _________ 8. A dining facility’s size is usually described by the: 4 QUIZ Name_________________________________ Date___________ False? (Write True or False, not T or F.) 1. 2. are 3. 4. 5. Dependables like to sample the cuisine of locals in a foreign country. At fast, casual restaurants, customers order food at a counter, but the food and usually better than at fast-food restaurants. The percentage of hotel rooms occupied is called the load factor. Hotels directly across the street from each other can be owned by the same Corporate hotels primarily target the needs of the leisure traveler. Mancini IML Chapter Quizzes-21 A. Number of tables B. Number of seats C. Squarefootage D. Number of servers _________ 9. A hotel’s official, published rate is known as its: A. Discount rate B. Day rate C. Advancepurchaserate D. Rack rate _________ 10. A company that provides Internet and phone-based reservation services for independent hotels is called a(n): A. Partnership B. Hotelrepresentativefirm C. Internetprovider D. None of the above Mancini IML Chapter Quizzes-22 CHAPTER Version C I. True or _________ 1. _________ 2. _________ 3. rooms. _________ 4. check-in. _________ 5. II. Write down the letter of the answer that best answers the question or completes the 4 QUIZ Name_________________________________ Date___________ False? (Write True or False, not T or F.) Food services is considered part of the hospitality industry. The Venetian Resort in Las Vegas is an example of a themed resort. Two guestrooms with an openable door between them are known as adjoining An ROH rate guarantees that the guest will receive the best room available at Resort hotels cater primarily to business travelers. statement. _________ 6. A. Resort B. All-inclusive C. Hostel D. Cooperative _________ 7. A. Rack rate B. Day rate C. Amenities D. Room service _________ 8. A room rate that includes three meals a day is known as the: Lodging frequented by students and those on a tight budget is known as a(n): Which refers to something in both food services and lodging? Mancini IML Chapter Quizzes-23 A. American Plan B. EuropeanPlan C. BermudaPlan D. Continental Plan _________ 9. Moderately sized and priced lodging that’s a hybrid between hotels and motels is known as: A. A mini-resort B. Limited-servicelodging C. Afull-serviceproperty D. An all-suite hotel _________ 10. Which of the following factors can affect the price of a room? A. The season B. The day of the week C. A casino in the hotel D. All of the above Mancini IML Chapter Quizzes-24 CHAPTER Version A I. True or _________ 1. _________ 2. _________ 3. _________ 4. _________ 5. II. Write down the letter of the answer that best answers the question or completes the statement. _________ 6. The Star Service is a(n): A. Tour operator for fans of astronomy B. Onlinetravelagency C. Travel agency for entertainment companies D. Source for in-depth analysis of worldwide hotels and cruise vessels _________ 7. Which statement is false? A. Travel agencies have preferred relationships with certain suppliers. B. A person must have a license to be a travel agent. C. A consortium is a group of agencies that work together. D. Most travel agencies charge their clients fees for air bookings. _________ 8. When a travel agency has a part-time seller of travel who works out of his or her home, that agent is known as a(n): A. Outside agent 5 QUIZ Name_________________________________ Date___________ False? (Write True or False, not T or F.) Most airlines pay a 15 percent commission to travel agents. The official rules, regulations, and fares of airlines are called tariffs. Most people on tours and cruises bought their vacations from travel agents. Travel agents who cater to business travelers are primarily salespeople. Travelocity is an example of an Internet-based travel agency. Mancini IML Chapter Quizzes-25 B. Insideagent C. Privateagent D. Order-only agent _________ 9. Which of the following is not one of the steps involved in selling travel products? A. Overcoming objections B. Researching C. Distribution D. Following up _________ 10. Travel agents can attend training classes provided by which of the following? A. Destination marketing organizations B. Suppliers C. Professionalorganizations D. All of the above Mancini IML Chapter Quizzes-26 CHAPTER Version B I. True or _________ 1. Expedia is an example of a home-based travel agency. _________ 2. A number issued by a credit card company that indicates its authorization of a transaction _________ 3. _________ 4. _________ 5. cruises. 5 QUIZ Name_________________________________ Date___________ False? (Write True or False, not T or F.) is called an approval code. Most travelers today have an excellent knowledge of geography. The primary source of information for travel agents is the CRS/GDS. Travel agents must be appointed by ARC and/or IATAN to be able to sell II. Write down the letter of the answer that best answers the question or completes the statement. _________ 6. agents? A. Training B. Reservations C. Ticketing Organizations like CLIA and the Travel Institute provide what kind of service to D. Insurance _________ 7. A. Recommending B. Cross-selling C. Qualifying D. All of the above Enhancing the sale includes which of the following elements? Mancini IML Chapter Quizzes-27 _________ 8. A travel agency could be affiliated with any of the following except one. Which one? A. Travel Leaders B. Signature C. Orbitz D. American Express _________ 9. Conventional agencies tend to sell mostly to: A. People in their geographic community B. Groups C. Honeymooners D. Online customers _________ 10. Which is not generally true of corporate travel agents? A. They usually work with short lead times. B. They respond to requests. C. Theyknowselecteddestinations. D. They’re salespeople. Mancini IML Chapter Quizzes-28 CHAPTER 5 QUIZ Name_________________________________ Date___________ Version C I. True or False? (Write True or False, not T or F.) _________ 1. _________ 2. travel agents. _________ 3. more complicated trips. _________ 4. To sell certain destinations, an agent must have a license from the DMO. _________ 5. Travel42 is an example of an online agency. II. Write down the letter of the answer that best answers the question or completes the statement. _________ 6. Asking questions to determine the client’s needs is known as: A. Recommending B. Qualifying C. Closingthesale D. Intrusive _________ 7. When an agency receives a higher commission by favoring a certain company’s products, it’s referred to as: A. Upselling B. Cross-selling C. Apreferredrelationship D. High-pressure selling Travel agents can find lower airfares than consumers can most of the time. The airlines have aggressively deflected the sale of their tickets away from Consumers are most likely to consult travel agents about cruises, tours, and Mancini IML Chapter Quizzes-29 _________ 8. A. Experiential B. Traditional C. Inexpensive D. Upscale _________ 9. be taken is called which of the following? A. Cyber alarm B. Notificationalert C. Quirks D. Queues _________ 10. Ensemble, Travelsavers, and Signature are examples of: A. Consortiums B. Suppliers C. Researchguides D. None of the above Cruise lines and tour operators are known as what kind of product suppliers? A feature of a CRS/GDS system that reminds an agent of an important action to Mancini IML Chapter Quizzes-30 CHAPTER Version A I. True or _________ 1. _________ 2. _________ 3. _________ 4. _________ 5. incentive trip. II. Write down the letter of the answer that best answers the question or completes the statement. _________ 6. Which is an incorrect statement about “hop-on, hop-off” tours? A. Some use double-deck buses. B. They usually run once a day. C. It’s a way for sightseers to customize their trip. D. They follow a route with predetermined stops. _________ 7. A tour with whitewater rafting would fall into which tour category? A. Adventure tour B. Scenictour C. Study tour D. Exhaustive tour _________ 8. A person within a group who spearheads and/or promotes a tour is called a(n): A. Ringleader 6 QUIZ Name_________________________________ Date___________ False? (Write True or False, not T or F.) In the United States, escorted tours outsell independent tours four to one. The most common mode of transportation for escorted tours is the motorcoach. Tours conducted at a specific location are known as nonhosted tours. A major downside to being a tour manager is stress. A tour that is a company’s reward to its most productive employees is called an Mancini IML Chapter Quizzes-31 B. Insideperson C. Freelancer D. Pied piper _________ 9. A company that takes groups from a particular city or country to another city or country is known as a(n): A. Transfer service B. Inbound operator C. Outbound operator D. Consolidator _________ 10. Which is not usually part of a tour director’s compensation? A. Salary B. Tips C. Optionals D. Client room rates Mancini IML Chapter Quizzes-32 6 QUIZ Name_________________________________ Date___________ A driver-guide is also known as a meet-and-greet guide. Tours conducted at a specific location are known as site tours. Tours that last for less than 24 hours are called day tours. A tour that is a company’s reward to its most productive employees is called an II. Write down the letter of the answer that best answers the question or completes the statement. _________ 6. A tour that combines different types of transportation into one package is called a(n): A. Intermodal tour B. Vari-tour C. Affinitytour D. Package tour _________ 7. Which of the following is not typically one of the duties of a tour manager? A. Coordinating tour logistics B. Commentarywhiletraveling C. Acting as the host on a hosted tour D. Handling personality conflicts and emergencies CHAPTER Version B I. True or _________ 1. one. _________ 2. _________ 3. _________ 4. _________ 5. ecotour. False? (Write True or False, not T or F.) In the United States and Canada, independent tours outsell escorted tours four to Mancini IML Chapter Quizzes-33 _________ 8. about a tour? A. 20 percent B. 84 percent C. 48 percent D. 15 percent What percentage of travelers said that learning was the most beneficial thing 9. Tour companies like Travcoa and Abercrombie & Kent target what type of travelers? A. Budget B. Upscale C. Young D. Retired _________ A. To save time B. Tosavemoney C. Tomeetpeople D. To have flexibility _________ 10. Which is not a reason why people take an escorted tour? Mancini IML Chapter Quizzes-34 CHAPTER 6 QUIZ Name_________________________________ Date___________ Version C I. True or False? (Write True or False, not T or F.) _________ 1. _________ 2. _________ 3. _________ 4. called deadheading. _________ 5. A tour that is a company’s reward to its most productive employees is called a hosted tour. The most popular type of tour is the hosted tour. On an escorted tour, the person in charge is known as the tour manager. Incentive tours are tours that last a day or less. In the tour business, when a driver drives a motorcoach without passengers, it’s II. Write down the letter of the answer that best answers the question or completes the statement. _________ 6. Which is the most similar to an independent tour? A. Fly-drive tour B. Sitetour C. Incentivetour D. All-inclusive tour _________ 7. When one part of a tour group does one thing while the other part does something else, it’s called a(n): A. Two-tracked tour B. Splititinerarytour C. Diversionarytour D. Independent tour Mancini IML Chapter Quizzes-35 _________ 8. Travelers who truly want to conserve the environment tend to book which type of tour? A. An agricultural tour B. Amotorcoachtour C. A hosted tour D. An ecotour _________ 9. The policy of having motorcoach passengers change seats several times a day is called: A. Passenger placement B. Seatrotation C. Seatinventory D. All of the above _________ 10. Which of the following is not one of the reasons why most people take escorted tours? A. Camaraderie B. The quest for knowledge C. Flexibility of choices D. All of the above are reasons why people take escorted tours Mancini IML Chapter Quizzes-36 CHAPTER Version A I. True or _________ 1. _________ 2. _________ 3. _________ 4. Turbines. _________ 5. highly satisfying. II. Write down the letter of the answer that best answers the question or completes the statement. _________ 6. In the cruise industry, the term pax refers to: A. Personal information B. PrimaryAccessExpresscode C. Passengers D. An onboard TV channel _________ 7. A. Hawaii B. Caribbean C. Mexico D. Alaska _________ 8. Almost half of all cruises include which region in their itineraries? 7 QUIZ Name_________________________________ Date___________ False? (Write True or False, not T or F.) The captain is in charge of all of a cruise ship’s operations. Outside staterooms usually cost more than inside staterooms. The lower the ship’s space ratio, the less crowded the passengers will be. When referring to a cruise ship, the term GRT refers to the Gyroscopic Reversal Ninety-five percent of cruise passengers rated their cruise experiences as very or Which of the following factors can affect the cost of a cruise? Mancini IML Chapter Quizzes-37 A. Location of the stateroom B. Aprivateveranda C. Number of people staying in the stateroom D. All of the above _________ 9. Travel agents are responsible for about what percentage of cruise bookings? A. 80 percent B. 28 percent C. 55 percent D. 70 percent _________ 10. Which statement is generally false? A. Cruises are a kind of prepackaged vacation. B. Adventurecruiseshipsaresmall. C. Cruises are very expensive. D. Repositioning cruises are a bargain. Mancini IML Chapter Quizzes-38 CHAPTER Version B I. True or _________ 1. _________ 2. _________ 3. _________ 4. Tonnage. _________ 5. highly satisfying. II. Write down the letter of the answer that best answers the question or completes the statement. _________ 6. What percentage of cruise ships include the Caribbean in their itineraries? A. About 50 percent B. About 22 percent C. About 70 percent D. About 16 percent _________ 7. Which of the following could you do if someone says a cruise is too boring? A. Show them a daily activity log B. Mention the people-meeting nature of cruising C. Recommend an active cruise D. All of the above _________ 8. When a ship is relocating from one general cruise area to another, it’s known as: 7 QUIZ Name_________________________________ Date___________ False? (Write True or False, not T or F.) The person in charge of all of the cruise ship’s operations is the chief purser. The higher the ship’s space ratio, the less crowded the guest will be. Inside staterooms usually cost more than outside staterooms. When referring to a cruise ship, the term GRT means Gross Registered About 75 percent of cruise passengers rated their cruise experiences as very or Mancini IML Chapter Quizzes-39 A. Deadheading B. Arepositioningcruise C. The low-season transfer D. Shore excursioning _________ 9. Which statement is false? A. Some ships are more than 100,000 GRT. B. The person who maintains your stateroom is a steward. C. Shore excursions are usually included in the cruise price. D. River-going vessels can be considered cruise ships. _________ 10. Which is not usually included in the cruise price? A. Soft drinks B. Entertainment C. Meals D. Access to the ship’s fitness facility Mancini IML Chapter Quizzes-40 CHAPTER 7 QUIZ Name_________________________________ Date___________ Version C I. True or False? (Write True or False, not T or F.) _________ 1. _________ 2. _________ 3. highly satisfying. _________ 4. Cruise lines sell most of their cruises through online, Web-based travel sites. _________ 5. The walkway connecting the ship to the dock is called the gangway. The person in charge of all of the cruise ship’s operations is the cruise director. A lifeboat drill must take place on every ship within 24 hours of departure. Only 62 percent of cruise passengers rated their cruise experiences as very or II. Write down the letter of the answer that best answers the question or completes the statement. _________ 6. Which of the following techniques could you use with someone who says that a cruise is too confining? A. Recommend a ship with a low space ratio B. Suggestaninsidestateroom C. Upsell to a larger stateroom or a suite D. BothAandC _________ 7. The chief purser on a cruise can be compared to which of the following? A. The executive chef of a major company B. The entertainment booker at a theme park C. The head of housekeeping at a hotel D. The manager of a land-based hotel _________ 8. A set mealtime for dinner or lunch is called a: Mancini IML Chapter Quizzes-41 A. Placing B. Seating C. Placement D. Venue _________ 9. Which statement is incorrect? A. A cruise can be a learning experience. B. Space ratio measures a ship’s size and weight. C. Acabinisusuallycalledastateroom. D. The higher your stateroom is, the more it usually costs. _________ 10. The three general categories of cruises include miscellaneous, specialty, and: A. Niche B. Local C. Mass-market D. None of the above Mancini IML Chapter Quizzes-42 CHAPTER Version A I. True or _________ 1. _________ 2. _________ 3. _________ 4. _________ 5. II. Write down the letter of the answer that best answers the question or completes the 8 QUIZ Name_________________________________ Date___________ False? (Write True or False, not T or F.) In many countries, the train is the dominant form of transportation. In the car rental industry, the term CDW stands for Collision Damage Waiver. On Amtrak trains there is only one class of service. The person handling baggage for passengers boarding a train is called a skycap. Acela and the TGV are high-speed trains. statement. _________ 6. A. Under 70 B. Atleast18 C. Atleast25 D. At least 21 _________ 7. A. Specialty B. Transportation C. High-speed D. Local _________ 8. Low-cost, travel agent–only trips to a destination are known as: A. Package deals B. Personalknowledgetrips Most car rental companies generally require the renter to be what age? The Orient Express is an example of which rail travel category? Mancini IML Chapter Quizzes-43 C. Familiarizationtrips D. Convention centers _________ 9. Which of the following is not a major U.S. car rental company? A. Enterprise B. International C. Hertz D. Dollar _________ 10. Which statement is false? A. Unlimited-mileage car rentals are rare. B. Meeting planners also plan conventions. C. DMOsmaybegovernmentfunded. D. Both A and C are false. Mancini IML Chapter Quizzes-44 CHAPTER Version B I. True or _________ 1. _________ 2. _________ 3. _________ 4. _________ 5. II. Write down the letter of the answer that best answers the question or completes the statement. _________ 6. Which statement is false? A. Per person, car rentals may be cheaper than other forms of transportation. B. Acela is an Amtrak high-speed train. C. Familiarizationtripsarecalledfams. D. A car rental drop-off charge usually lowers the rental price. _________ 7. The number 1 factor that determines the cost of a car rental is: A. The category or class of the car B. Whatinsuranceisoffered C. The number of cars on the lot D. How far in advance the reservation was made _________ 8. Specialists who help coordinate, negotiate, and follow up on conventions or large meetings are called: A. Food and banquet managers 8 QUIZ Name_________________________________ Date___________ False? (Write True or False, not T or F.) In the car rental industry, the term LDW stands for Loss Damage Waiver. Sometimes a supplier provides “insurance” coverage to its clients. Foreign trains tend to have two classes of service. Most car rental companies in the United States offer an unlimited mileage plan. DMOs may be funded by a mix of government and member-supplier support. Mancini IML Chapter Quizzes-45 B. Group leaders C. Meetingplanners D. Psychographic planners _________ 9. The old-style, curtained, bunk bed type of sleeping cars are still available on which Amtrak trains? A. Trains traveling between Chicago and New Orleans B. Trains in the Northeast Corridor C. Long-distanceWestCoasttrains D. None of the above _________ 10. Which category of rental car usually costs the most? A. Deluxe B. Full-size C. Intermediate D. Premium Mancini IML Chapter Quizzes-46 CHAPTER Version C I. True or _________ 1. _________ 2. _________ 3. _________ 4. _________ 5. II. Write down the letter of the answer that best answers the question or completes the statement. _________ 6. Car rental rates are usually higher, per day, on: A. A monthly basis B. Weekdays C. Internetreservations D. Weekends _________ 7. CDW on a rental car covers which of the following? A. Personal injury to the driver B. Theftfromtherentalcar C. Damage to the rental car in case of an accident D. Injury to a passenger _________ 8. Which is not a car rental company? A. Hertz B. Enterprise 8 QUIZ Name_________________________________ Date___________ False? (Write True or False, not T or F.) The most traveled rail route in the United States is Amtrak’s Northeast Corridor. The person handling baggage for passengers boarding a train is called a porter. Supplier-provided insurance will cover the supplier’s default. Amtrak trains have only one class of service. An organization whose mission is to promote a place is known as a DMO. Mancini IML Chapter Quizzes-47 C. Dollar D. Radisson _________ 9. The family automobile is used in what percentage of multiple-day driving vacations? A. 24 percent B. 85 percent C. 55 percent D. 39 percent _________ 10. Trains that visit places such as the Grand Canyon, Alaska’s interior, and the Canadian Rockies usually fall into which category of railway? A. Transportation B. Specialty C. Transactionalservice D. High-speed trains Mancini IML Chapter Quizzes-48 CHAPTER Version A I. True or _________ 1. _________ 2. _________ 3. _________ 4. _________ 5. II. Write down the letter of the answer that best answers the question or completes the 9 QUIZ Name_________________________________ Date___________ False? (Write True or False, not T or F.) The imaginary line that encircles the earth’s middle is called the hemisphere. In temperate zones, the winds tend to blow from west to east. The most accurate map is a globe. The Nile, the Amazon, and the Loire are all rivers. According to some geographers, there are five oceans. statement. _________ 6. Which is not in Europe? A. The Rhine B. Segovia C. TheNazcaPlain D. Scotland _________ 7. A. Capes B. Peninsulas C. Lakes D. Gulfs _________ 8. A. 16:30 Large areas of water that penetrate into land are called: Which of the following is 4:30 P.M. on the 24-hour clock? Mancini IML Chapter Quizzes-49 B. 14:30 C. 18:30 D. None of the above _________ 9. Which place is not in Asia? A. The Azores B. Bangkok C. LakeHakone D. Borobudur _________ 10. Which country is said to be the Cradle of Western Civilization? A. Italy B. France C. Greece D. Switzerland Mancini IML Chapter Quizzes-50 CHAPTER Version B I. True or _________ 1. _________ 2. October. _________ 3. _________ 4. _________ 5. II. Write down the letter of the answer that best answers the question or completes the statement. _________ 6. On which body of water would you find the Italian Riviera? A. The Caspian Sea B. TheMediterraneanSea C. TheBlackSea D. The Salton Sea _________ 7. A. Geyser B. Waterfall C. Cavern D. Pet _________ 8. A. Continents Old Faithful is an example of a: 9 QUIZ Name_________________________________ Date___________ False? (Write True or False, not T or F.) The imaginary line that encircles the earth’s middle is called the equator. In the Northern Hemisphere, 80 percent of hurricanes occur from August to Seas are larger than oceans. The only truly accurate map is a flat map. Luxembourg, Portugal, Belgium, and Hungary are all in Europe. The largest landforms on earth are known as: Mancini IML Chapter Quizzes-51 B. Islands C. Gulfs D. Peninsulas _________ 9. Which is not in Africa? A. The Nile B. Marrakesh C. IguazuFalls D. Botswana _________ 10. Which of the following is not located in South America? A. Cancun B. Brazil C. Machu Picchu D. Argentina Mancini IML Chapter Quizzes-52 CHAPTER Version C I. True or _________ 1. _________ 2. _________ 3. day. _________ 4. _________ 5. II. Write down the letter of the answer that best answers the question or completes the statement. _________ 6. Travelers can visit Niagara Falls in which of the following countries? A. The United States B. Canada C. BoththeUnitedStatesandCanada D. Neither the United States nor Canada _________ 7. A. Argentina B. France C. Portugal D. Poland _________ 8. A. The Andes Which of the following is not located in Europe? 9 QUIZ Name_________________________________ Date___________ False? (Write True or False, not T or F.) To be called a lake, the water must be fresh water. Bermuda is in the Caribbean. When you cross the International Date Line going west, it becomes the next Indonesia, India, and Australia are all in Asia. In the Caribbean, 80 percent of hurricanes occur from April to June. Which is not a mountain or mountain range? Mancini IML Chapter Quizzes-53 B. TheMatterhorn C. TheNetherlands D. Kilauea _________ 9. The winds that blow from east to west in tropical zones are known as: A. Gales B. Tradewinds C. Typhoons D. Jet streams _________ 10. Which is not in South America? A. Barcelona B. BuenosAires C. IguazuFalls D. Cuzco Mancini IML Chapter Quizzes-54 CHAPTER Version A I. True or _________ 1. consumer. _________ 2. _________ 3. question. _________ 4. _________ 5. II. Write down the letter of the answer that best answers the question or completes the 10 QUIZ Name_________________________________ Date___________ False? (Write True or False, not T or F.) Marketing is the process of transferring a product from its producer to the A person who might be interested in buying your product is called a lead. A question that encourages a long, complex answer is known as an open-ended Offering additional products and services to a buyer is known as upselling. “There are only a few cabins left” is an example of the scarcity close. statement. _________ 6. A. Publicity B. Distribution C. Marketing D. Advertising _________ 7. A. Publicity B. Advertising C. Follow-up D. BothAandB _________ 8. Targeting the needs of a very narrow segment of customers is called: The process of making your product available to consumers is known as: Promotion consists of which of the following elements? Mancini IML Chapter Quizzes-55 A. Mass marketing B. Lateralservicemarketing C. Closedmarketing D. Niche marketing _________ 9. Easily measurable client information such as age, gender, and income is called: A. Demographics B. Psychographics C. Closed-ended data D. Intangibles _________ 10. Which of the following is not one of the six steps of transactional selling? A. Greeting the customer B. Upselling C. Researchingtheclient’sneeds D. Processing Mancini IML Chapter Quizzes-56 CHAPTER 10 QUIZ Name_________________________________ Date___________ Version B I. True or False? (Write True or False, not T or F.) _________ 1. Marketing is the process of transferring a product from the consumer to the producer. _________ 2. In travel sales, a fact about a product or service is known as a feature. _________ 3. When a salesperson waits for a potential buyer to call, it’s called prospecting. _________ 4. Cross-selling is offering customers a higher level of products or services than they originally had in mind. _________ 5. An open-ended question usually results in brief, factual answers. II. Write down the letter of the answer that best answers the question or completes the statement. _________ 6. Attracting the greatest number of potential buyers is known as: A. Mass marketing B. Specialty marketing C. Nichemarketing D. A and B _________ 7. Selling that merely facilitates the purchase is called: A. Transactional selling B. Consultativeselling C. Benefitsselling D. Close selling Mancini IML Chapter Quizzes-57 _________ 8. The act of making your products or services different and distinct from others is known as: A. Distribution B. Manufacturing C. Demandmanagement D. Positioning _________ 9. Harder-to-measure information about clients such as attitudes, preferences, and dislikes is known as: A. Discretionary information B. Psychographicinformation C. Relationship information D. Demographic information _________ 10. Which of the following is part of the seven ingredients of superior service? A. Look and act professional B. Referthecustomertothemanager C. Pay attention D. BothAandC Mancini IML Chapter Quizzes-58 CHAPTER Version C I. True or _________ known as a _________ 2. buy it. _________ 3. question. _________ 4. _________ 5. II. Write down the letter of the answer that best answers the question or completes the statement. _________ 6. Emphasizing the connection between a business and its customers is referred to as: A. Relationship marketing B. Practicalmarketing C. In-housemarketing D. Natural marketing _________ 7. Making right what a customer sees as wrong is known as: A. Linear service B. Transactionalservice C. Recovery 10 QUIZ Name_________________________________ Date___________ False? (Write True or False, not T or F.) 1. An organized, usually computerized collection of customer information is database. Demand occurs when people have the desire for something and the money to A question that elicits a long, complex answer is known as a closed-ended About 40 percent of the time, the client actually closes the sale. In travel sales, a fact about a product or place is known as a benefit. Mancini IML Chapter Quizzes-59 D. A waste of time _________ 8. A detailed, written description of how a company does business is called a: A. Marketing plan B. Saleschart C. Budget D. Competitive program _________ 9. Which of the following is an example of a benefit? A. There are three dining rooms on the ship. B. The ship is fast. C. You can enjoy the view from your private veranda on the ship. D. All of the above. _________ 10. Which of the following is the most obvious example of cross-selling? A. Travel insurance B. Aconvertible C. An airline ticket D. Upgrading to an ocean-view room Mancini IML Chapter Quizzes-60 CHAPTER 11 QUIZ Name_________________________________ Date___________ Version A I. True or False? (Write True or False, not T or F.) _________ 1. If you enter the word travel into an Internet search engine, you could get hundreds of millions of sites. _________ 2. On an opinion site, people who have a complaint are much more likely to write of their experience than people who were happy with their experience. _________ 3. People who use the Internet to buy travel tend to have higher incomes, are more educated, and travel more than others. _________ 4. A strength of the Internet is that it deals very well with after-purchase problems. _________ 5. Many suppliers and DMOs have special areas of their Web sites that are only accessible to travel agents. II. Write down the letter of the answer that best answers the question or completes the statement. _________ 6. Web sites that just provide details on places, products, and data are called: A. Booking sites B. Informationalsites C. Opinionsites D. Auction sites _________ 7. Which is an incorrect statement about auction sites? A. Some auction sites provide more conventional pricing and buying options. B. All bidders know if they’re getting the travel product at a good price. C. ThemostfamoustravelauctionsiteisP. Mancini IML Chapter Quizzes-61 D. You enter a price for a travel product and the site then tells you if your bid has been accepted and with which supplier. _________ 8. Twitter is an example of a: A. Social networking site B. Businesssite C. Microblog D. None of the above _________ 9. CRM stands for: A. Customer Relationship Management B. ComputerReservationManagement C. ComplexResponseMessaging D. Complete Resource Marketing _________ 10. In addition to the Internet, which other computer-based system is used in the travel business? A. CRS B. FIT C. GDS D. BothAandC Mancini IML Chapter Quizzes-62 CHAPTER 11 QUIZ Name_________________________________ Date___________ Version B I. True or False? (Write True or False, not T or F.) statement. _________ 6. P is an example of what kind of Internet travel site? Web sites with travelers’ views on places and products are called opinion sites. Privacy and security are still an issue on the Internet. Traditional and online agencies are more alike than most people think. People who have a complaint are much less likely to write of their experience _________ 1. _________ 2. _________ 3. _________ 4. than people who were happy with their experience. _________ 5. Internet travel sites counsel superbly but transact poorly. II. Write down the letter of the answer that best answers the question or completes the A. DMO B. Auction C. Opinion D. Information _________ 7. A. Social networking site B. Microblog C. Businesssite D. None of the above _________ 8. This tracks buying patterns, demographic and psychographic information, past travel experiences, and key dates, like birthdays and anniversaries: LinkedIn is an example of a: Mancini IML Chapter Quizzes-63 A. GDS B. CRS C. CRM D. URL _________ 9. travel? Which is an incorrect statement about people who use the Internet to buy A. They prefer to book commodities through suppliers rather than through online agencies. B. When it comes to buying commodities, they are very price driven. C. They would rather talk to a travel agent when buying complex, costly, and experiential products. D. They tend to be younger and more technologically attuned. _________ 10. Internet software that permits people to access and retrieve documents is known as a: A. Browser B. Bookingengine C. UniformResourceLocator D. BothAandC Mancini IML Chapter Quizzes-64 CHAPTER 11 QUIZ Name_________________________________ Date___________ Version C I. True or False? (Write True or False, not T or F.) _________ 1. If you notice a cluster of positive comments submitted over a short period of time on an opinion site, it might be because the supplier asked friends or employees to write good reviews. _________ 2. An Internet function that enables people to make Web-based reservations in real time is referred to as a booking engine. _________ _________ _________ 3. It’s often hard to tell when the information on the Internet was posted. 4. People who use the Internet to buy travel tend to have lower incomes. 5. Internet travel sites counsel poorly but transact superbly. II. Write down the letter of the answer that best answers the question or completes the statement. _________ 6. If you want other travelers’ thoughts on a certain hotel, you could visit a(n): A. Informational Web site B. Chatroom C. Opinion Web site D. All of the above _________ 7. An online program that looks for sites containing words, subjects, and other information that match what you have entered is known as a(n): A. FAQ program B. Hyperlink C. Searchengine Mancini IML Chapter Quizzes-65 D. None of the above _________ 8. The first page you usually see on a Web site is called the: A. Contents page B. Homepage C. Directorypage D. FAQ page _________ 9. Facebook is an example of a: A. Social networking site B. Microblog C. Businesssite D. None of the above _________ 10. What can a good CRM program help you do? A. Identify your most profitable customers B. Track a company’s or even an individual salesperson’s closure rate C. Respond quickly to customer inquiries, requests, and service needs D. All of the above Mancini IML Chapter Quizzes-66 CHAPTER Version A I. True or _________ 1. _________ 2. _________ 3. currency. _________ 4. _________ 5. acquaintances. II. Write down the letter of the answer that best answers the question or completes the statement. _________ 6. ADA stands for: A. Accurate Defense Alerts B. After-trip Duty Assessments C. Americans with Disabilities Act D. Accounting Department Analysis _________ 7. Which of the following would most likely be considered a developing country? A. Honduras B. France C. Australia D. Canada 12 QUIZ Name_________________________________ Date___________ False? (Write True or False, not T or F.) Altitude sickness can occur when visiting a high altitude destination. Rural or suburban areas tend to be less expensive to visit than urban ones. When visiting a foreign country, tourists must always pay in that country’s Volcanic eruptions only affect the immediate area. Almost half of all travel and hospitality careers begin through friends, family, or Mancini IML Chapter Quizzes-67 _________ 8. The amount one nation’s currency is worth in another nation’s currency is known as: A. Value ratio B. Theexchangerate C. Duty D. None of the above _________ 9. Which of the following is not a good way to change currency in a foreign country? A. ATMs B. Theblackmarket C. Banks D. Train station change booths _________ 10. Where could passengers be subject to security checks? A. Cruise facilities B. Railwaystations C. Busterminals D. All of the above Mancini IML Chapter Quizzes-68 CHAPTER 12 QUIZ Name_________________________________ Date___________ Version B I. True or False? (Write True or False, not T or F.) _________ 1. _________ 2. _________ 3. mostly leisure travelers. _________ 4. Jet lag is what happens when an aircraft is flying into the jet stream. _________ 5. All countries visited by Americans have standards that conform to ADA standards.. Travel-related businesses tend to do the most hiring in early spring. A security search could include a full-body search. Cities with many business travelers tend to cost more than those that attract II. Write down the letter of the answer that best answers the question or completes the statement. _________ 6. Which is a false statement about monsoons? A. They occur in India. B. They’re common in winter. C. They’reheavyrains. D. All of the above are true. _________ 7. When traveling to a foreign country, you might want to have an IDP? What is it? A. International document protocol B. An international driver’s permit C. A vacation guidebook D. An insurance policy Mancini IML Chapter Quizzes-69 _________ 8. Which statement is false? A. Vaccinations are required to visit some countries. B. Tourists can get foreign currency in a foreign country with their credit card. C. A visa is required for entry into just about every country. D. It’s a good idea to check for official government assessments and warnings about the countries you’ll be visiting. _________ 9. The lowest prices for tourist services will most likely be found in what type of country? A. First World B. SecondWorld C. Developing D. Industrialized _________ 10. Which is a true statement? A. The Transderm Scop patch can help people reduce motion sickness. B. Customs is the process by which a government official controls movement of people across its borders. C. A driver’s license or Social Security card can be used in place of a passport to prove citizenship. D. Banks, currency exchange offices, and businesses must offer exchange rates that are the same as the “official” ones. Mancini IML Chapter Quizzes-70 CHAPTER 12 QUIZ Name_________________________________ Date___________ Version C I. True or False? (Write True or False, not T or F.) _________ 1. _________ 2. _________ 3. _________ 4. mostly leisure travelers. _________ 5. In the future, suborbital flights may permit people to travel from London to New York City in less than an hour. A fee imposed on items purchased abroad is called a duty. Though there are security checks at airports, there are none at cruise facilities. Any currency called “dollars” is worth the same as the U.S. dollar. Cities with many business travelers tend to cost less than those that attract II. Write down the letter of the answer that best answers the question or completes the statement. _________ 6. Which is an example of applying “ADA” standards? A. A currency exchange booth that accepts credit cards B. A hotel with both an indoor and an outdoor swimming pool C. Arestaurantofferinganewchickensandwich D. A cruise ship having fewer thresholds _________ 7. A tsunami is most likely to happen in which of the following regions? A. Mediterranean B. SouthernAtlantic C. NorthernPacific D. Northern Atlantic _________ 8. Which is an incorrect statement about flash travel? Mancini IML Chapter Quizzes-71 A. It tends to be expensive. B. It’s the equivalent of an impulse buy at a store. C. It’salsocalledamicro-trip. D. It’s publicized by pop-up ad, e-mail offer, blog recommendation, or other electronic message. _________ 9. The process by which a government controls the movement of people across its borders is known as: A. Inspection tactics B. Immigration C. Customs D. A hassle _________ 10. Of the following jobs, which one would most likely be the easiest to get? A. Cruise director B. Airportworker C. Hotel front-desk manager D. Sales rep for a supplier Mancini IML Chapter Quizzes-72