IOP1502
EXAM PACK
+27 81 278 3372
, 1
IOP 1502 OCTOBER NOVEMBER 2022 EXAMINATION
PREPARATION
UNITS 1-4
A general culture of poor service exists in the tourism industry and related
sectors. Which political force affects the service environment?
A. The tourism regulatory authority
B. Consumerism
C. Training and development of staff
D. Department of Tourism
ANSWER: B
Maslow's self-esteem needs is an example of _____.
A. functional needs
B. metaphysical needs
C. cognitive needs
D. expressive needs
ANSWER: D
Which of the following statements describe the emancipated tourists?
A. People who are free from legal, social and political restrictions to travel.
B. People whose economic determinants enable traveling decisions.
C. People with high moral values and respect for the culture, nature and the
population.
D. People with liberal attitudes on the various tourism experiences available:
from hotels to village explorations.
ANSWER: C
, 2
Which of these statements accurately defines a market segment?
A. Groups of tourists with similar needs and characteristics.
B. Groups of tourists with shared travel experiences.
C. Groups of tourists who are visiting the same destination.
D. Groups of tourists who are of the same nationality.
ANSWER: A
What is the essence of the customer-oriented approach in customer service?
A. Accessibility
B. Personal attention
C. Empathy
D. Job knowledge
ANSWER: C
Thabang is browsing the internet for an international vacation. He finds one
that is within his budget and in a country that he has always wanted to visit.
The only challenge is that it is mainly a ski trip and he does not know how to
ski. Being unable to ski, in this scenario, can be a(n) _____ for Thabang.
A. outdated determinant
B. personal motivator
C. expressed motivator
D. personal determinant
ANSWER: D
The statement, "first impressions are the most important", in customer
service, is a reference to Davidoff's (1994) _____.
A. halo effect
, 3
B. first law of customer service
C. moments of truth
D. second law of customer service
ANSWER: D
To enable sustainable tourism, socially responsible tourism establishments
must promote _____ in the environments in which they operate.
A. tourism awareness training
B. meaningful community participation
C. ecotourism
D. a culture of good customer service
ANSWER: B
Nompumelelo and her friends had planned a girl's trip to Thailand, as the
months go by and the trip gets closer, Nompulelelo searches for Thailand on
Google and then tells her friends she is no longer going to join the girls,
because the flight to Thailand is long and she is scared of flying. According to
Swartbrooke and Hormer (2007), Nompumelo's reason for not going to
Thailand is an example of ____.
A. external determinants that function as constraints
B. personal determinants, pertaining to the individual's attitudes and beliefs
C. a personal preference for domestic travelling
D. ticketless travel and the trend of people consulting the internet when
planning their holiday
ANSWER: B
A hotel group, operating in various major cities around South Africa, prides
itself in excellent customer service. To capture their people-centred culture,
they adopted the slogan: "Take care of your employees, they'll take care of
EXAM PACK
+27 81 278 3372
, 1
IOP 1502 OCTOBER NOVEMBER 2022 EXAMINATION
PREPARATION
UNITS 1-4
A general culture of poor service exists in the tourism industry and related
sectors. Which political force affects the service environment?
A. The tourism regulatory authority
B. Consumerism
C. Training and development of staff
D. Department of Tourism
ANSWER: B
Maslow's self-esteem needs is an example of _____.
A. functional needs
B. metaphysical needs
C. cognitive needs
D. expressive needs
ANSWER: D
Which of the following statements describe the emancipated tourists?
A. People who are free from legal, social and political restrictions to travel.
B. People whose economic determinants enable traveling decisions.
C. People with high moral values and respect for the culture, nature and the
population.
D. People with liberal attitudes on the various tourism experiences available:
from hotels to village explorations.
ANSWER: C
, 2
Which of these statements accurately defines a market segment?
A. Groups of tourists with similar needs and characteristics.
B. Groups of tourists with shared travel experiences.
C. Groups of tourists who are visiting the same destination.
D. Groups of tourists who are of the same nationality.
ANSWER: A
What is the essence of the customer-oriented approach in customer service?
A. Accessibility
B. Personal attention
C. Empathy
D. Job knowledge
ANSWER: C
Thabang is browsing the internet for an international vacation. He finds one
that is within his budget and in a country that he has always wanted to visit.
The only challenge is that it is mainly a ski trip and he does not know how to
ski. Being unable to ski, in this scenario, can be a(n) _____ for Thabang.
A. outdated determinant
B. personal motivator
C. expressed motivator
D. personal determinant
ANSWER: D
The statement, "first impressions are the most important", in customer
service, is a reference to Davidoff's (1994) _____.
A. halo effect
, 3
B. first law of customer service
C. moments of truth
D. second law of customer service
ANSWER: D
To enable sustainable tourism, socially responsible tourism establishments
must promote _____ in the environments in which they operate.
A. tourism awareness training
B. meaningful community participation
C. ecotourism
D. a culture of good customer service
ANSWER: B
Nompumelelo and her friends had planned a girl's trip to Thailand, as the
months go by and the trip gets closer, Nompulelelo searches for Thailand on
Google and then tells her friends she is no longer going to join the girls,
because the flight to Thailand is long and she is scared of flying. According to
Swartbrooke and Hormer (2007), Nompumelo's reason for not going to
Thailand is an example of ____.
A. external determinants that function as constraints
B. personal determinants, pertaining to the individual's attitudes and beliefs
C. a personal preference for domestic travelling
D. ticketless travel and the trend of people consulting the internet when
planning their holiday
ANSWER: B
A hotel group, operating in various major cities around South Africa, prides
itself in excellent customer service. To capture their people-centred culture,
they adopted the slogan: "Take care of your employees, they'll take care of
