©JASONMcCONNELL 2025 ALL RIGHTS RESERVED
FSU HFT 4224 Hospitality Leadership and
Ethics Exam Questions and Answers 100%
Pass
Stakeholder Integration - Answer✔Conscious businesses treat satisfying the needs of all
stakeholders as an ends itself, where most businesses focus on satisfying shareholders as the
means to profit maximization
Zero Sum Thinking - Answer✔the idea that if somebody wins, somebody else has to lose; has no
place in a conscious business
Trade-Offs - Answer✔Alternatives that must be given up when one is chosen rather than
another
Purpose Of Business - Answer✔revolves around creating value for the customer
Business Responsibility to Customers - Answer✔Educating customers is not the same as
preaching to them; If the business sees a need that customers don't recognize, it's the
company's responsibility to educate the customers
Heroic Selling - Answer✔sticking entirely with what the customer truly wants and needs, and
doing something that's good for the customer and good for the company
Relationship between customers and team members - Answer✔happy team members = happy
customers; team members provide quality service and create a rich customer experience
1
, ©JASONMcCONNELL 2025 ALL RIGHTS RESERVED
The Man in the Desert Analogy - Answer✔Marketing example; used to illustrate the difference
between meeting the immediate needs of a customer and meeting their wants and providing
them with services making them want to return
Brand Evangelists - Answer✔Customers who are impacted by a brand and who urge others and
pull others into purchasing a product
Extrinsic Motivation - Answer✔carrot-and stick approach to motivation of incentives and
threats; only effective when the work lacks meaning and potential creativity
Intrinsic Motivation - Answer✔comprised of mastery, purpose, and autonomy; comes from a
company hiring the right people who line up with the company's higher purpose
Conscious Business Hiring - Answer✔conscious businesses take great care in the initial hiring of
employees; need to hire people who are a good fit and believe in the purpose of the company
Work Teams - Answer✔working in teams creates familiarity and trust, and helps build an
environment of cooperation and teamwork in a company
Internal Equity - Answer✔where the compensation is perceived internally to be fair
External Equity - Answer✔where the compensation for any particular position is competitive
with the external market
Benefits - Answer✔need to take in the views of the employees; should be made universal, from
the Top Management Team to the bottom line
Reverse Engineering to Profit - Answer✔loyalty drives profitability; satisfaction drives loyalty;
strong external services drives satisfaction
2
FSU HFT 4224 Hospitality Leadership and
Ethics Exam Questions and Answers 100%
Pass
Stakeholder Integration - Answer✔Conscious businesses treat satisfying the needs of all
stakeholders as an ends itself, where most businesses focus on satisfying shareholders as the
means to profit maximization
Zero Sum Thinking - Answer✔the idea that if somebody wins, somebody else has to lose; has no
place in a conscious business
Trade-Offs - Answer✔Alternatives that must be given up when one is chosen rather than
another
Purpose Of Business - Answer✔revolves around creating value for the customer
Business Responsibility to Customers - Answer✔Educating customers is not the same as
preaching to them; If the business sees a need that customers don't recognize, it's the
company's responsibility to educate the customers
Heroic Selling - Answer✔sticking entirely with what the customer truly wants and needs, and
doing something that's good for the customer and good for the company
Relationship between customers and team members - Answer✔happy team members = happy
customers; team members provide quality service and create a rich customer experience
1
, ©JASONMcCONNELL 2025 ALL RIGHTS RESERVED
The Man in the Desert Analogy - Answer✔Marketing example; used to illustrate the difference
between meeting the immediate needs of a customer and meeting their wants and providing
them with services making them want to return
Brand Evangelists - Answer✔Customers who are impacted by a brand and who urge others and
pull others into purchasing a product
Extrinsic Motivation - Answer✔carrot-and stick approach to motivation of incentives and
threats; only effective when the work lacks meaning and potential creativity
Intrinsic Motivation - Answer✔comprised of mastery, purpose, and autonomy; comes from a
company hiring the right people who line up with the company's higher purpose
Conscious Business Hiring - Answer✔conscious businesses take great care in the initial hiring of
employees; need to hire people who are a good fit and believe in the purpose of the company
Work Teams - Answer✔working in teams creates familiarity and trust, and helps build an
environment of cooperation and teamwork in a company
Internal Equity - Answer✔where the compensation is perceived internally to be fair
External Equity - Answer✔where the compensation for any particular position is competitive
with the external market
Benefits - Answer✔need to take in the views of the employees; should be made universal, from
the Top Management Team to the bottom line
Reverse Engineering to Profit - Answer✔loyalty drives profitability; satisfaction drives loyalty;
strong external services drives satisfaction
2
