DECA HOSPITALITY AND TOURISM
COMPREHENSIVE EXAM QUESTIONS AND
CORRECT ANSWERS STUDY GUIDE
●● David checked his luggage with a SkyHigh airline attendant before
boarding a plane that was traveling from the Atlanta airport to the
Denver airport. When he arrived at the Denver airport, David discovered
that his luggage was lost. Who is liable for David's loss?
Answer: The SkyHigh Airline
●● When Arthur travels out of the country, he picks up some souvenirs.
When he tries to bring them back home with him, he discovers that he
has to pay a tax on them. Arthur must pay the
Answer: customs duty.
●● What is the first step to providing a response to a customer's
question?
Answer: Listening carefully to the whole question
●● You think you have the best solution for a problem at work, but your
colleagues don't believe that your idea will work. What should you do?
Answer: Remain patient.
,●● When giving an oral presentation, where should your eyes focus?
Answer: Look around the room, making eye contact with the audience.
●● Hazel is organizing her company's unpaid invoices. She orders them
by date, starting with the earliest unpaid invoice and ending with the
most recent. Hazel is organizing the invoices
Answer: chronologically
●● Which of the following is an example of a simple report that
businesspeople write:
Answer: Weekly status report
●● Rather than insisting that every company employee use the same
method to introduce customers to the business's newest products, each
employee can choose their own way to talk to customers about these
products. As a result, some customers view the products favorably while
others fail to recognize any benefits offered by those products. Which of
the following customer service challenges is the company failing to
meet:
Answer: Delivering consistent service
●● An effective way to resolve customer complaints in the hospitality
and tourism industry is to
Answer: understand what guests truly want
, ●● Employees can reinforce their company's positive image by
Answer: delivering on the company's brand promise.
●● Good service is especially important in the hospitality and tourism
industry because success relies upon
Answer: return customers
●● A hotel owner plans to conduct secondary research to learn more
about guest satisfaction. Which of the following options would be the
most appropriate method of secondary research for the hotel owner:
Answer: Review customer comments in the hotel database
●● What is a likely result of accommodating a customer's special
request?
Answer: The customer will generate word-of-mouth influence.
●● The main difference between customer relationship management and
customer experience management is that CRM focuses on
Answer: the business itself
●● The manager of the Majesty Resort just quit in the middle of summer
vacation season. They told the owner that they felt too overwhelmed by
all of the work they had to do. The owner of the Majesty Resort should
have
COMPREHENSIVE EXAM QUESTIONS AND
CORRECT ANSWERS STUDY GUIDE
●● David checked his luggage with a SkyHigh airline attendant before
boarding a plane that was traveling from the Atlanta airport to the
Denver airport. When he arrived at the Denver airport, David discovered
that his luggage was lost. Who is liable for David's loss?
Answer: The SkyHigh Airline
●● When Arthur travels out of the country, he picks up some souvenirs.
When he tries to bring them back home with him, he discovers that he
has to pay a tax on them. Arthur must pay the
Answer: customs duty.
●● What is the first step to providing a response to a customer's
question?
Answer: Listening carefully to the whole question
●● You think you have the best solution for a problem at work, but your
colleagues don't believe that your idea will work. What should you do?
Answer: Remain patient.
,●● When giving an oral presentation, where should your eyes focus?
Answer: Look around the room, making eye contact with the audience.
●● Hazel is organizing her company's unpaid invoices. She orders them
by date, starting with the earliest unpaid invoice and ending with the
most recent. Hazel is organizing the invoices
Answer: chronologically
●● Which of the following is an example of a simple report that
businesspeople write:
Answer: Weekly status report
●● Rather than insisting that every company employee use the same
method to introduce customers to the business's newest products, each
employee can choose their own way to talk to customers about these
products. As a result, some customers view the products favorably while
others fail to recognize any benefits offered by those products. Which of
the following customer service challenges is the company failing to
meet:
Answer: Delivering consistent service
●● An effective way to resolve customer complaints in the hospitality
and tourism industry is to
Answer: understand what guests truly want
, ●● Employees can reinforce their company's positive image by
Answer: delivering on the company's brand promise.
●● Good service is especially important in the hospitality and tourism
industry because success relies upon
Answer: return customers
●● A hotel owner plans to conduct secondary research to learn more
about guest satisfaction. Which of the following options would be the
most appropriate method of secondary research for the hotel owner:
Answer: Review customer comments in the hotel database
●● What is a likely result of accommodating a customer's special
request?
Answer: The customer will generate word-of-mouth influence.
●● The main difference between customer relationship management and
customer experience management is that CRM focuses on
Answer: the business itself
●● The manager of the Majesty Resort just quit in the middle of summer
vacation season. They told the owner that they felt too overwhelmed by
all of the work they had to do. The owner of the Majesty Resort should
have
