2010 DECA U Provincial ConferenceTravel & Tourism
2010 DECA U Provincial Conference
Travel & Tourism
TT
1. The Gray Line bus company offers bus tours in various cities throughout the United States. Gray Line is included in which of the following components of the travel and tourism industry:
A. Wholesale distribution C. Travel mart
B. Hospitality D. Ground transportation
2. Limited liability is a characteristic of what form of business ownership?
A. Partnership B. Corporation C. Sole proprietorship D. Joint proprietorship
3. During the employee selection process, federal regulations that pertain to the workplace forbid tour companies from requiring job applicants to take
A. ability tests. B. personality tests. C. medical exams. D. written exams.
4. What channel of staff communication are travel agency managers usually unable to control?
A. Grapevine B. Downward C. Formal D. Objective
5. What type of agenda items should the manager of a car-rental company plan to discuss first during a staff meeting?
A. Old business B. Controversial C. Routine D. Priority
6. Employees of a car-rental company that is located in the downtown area of a large city are most likely to be asked to give customers directions to the city's
A. day-care facilities. C. suburban areas.
B. neighborhood schools. D. local attractions.
7. If a client is making a trip to an unfamiliar nation, a travel advisor should orient the client to the locale by
A. offering to take the client on a familiarization trip.
B. describing the nation's culture, laws, and physical environment.
C. sharing trivia about the nation, such as its primary crop.
D. keynoting the nation's largest industries.
8. Channels of distribution are necessary for the sale of goods and services to ultimate
A. retailers. B. wholesalers. C. consumers. D. sales agents.
9. A business that has the capability of monitoring the location of delivery trucks to determine if shipments are on time is using the technology of
A. satellite tracking. C. data interchange.
B. artificial intelligence. D. electronic imaging.
10. Cruise companies usually coordinate the distribution of their products with the marketing activity of
A. controlling. B. management. C. directing. D. promotion.
11. Tour planners regularly meet with channel members to discuss problems and improve performance in order to develop
A. long-term partnerships. C. transportation systems.
B. cost-effective inventories. D. routine buying procedures.
12. Transportation companies help marketers to provide ______utility.
A. credit B. place C. form D. possession
13. When customers buy the exact amount of goods that producers are selling at a specific price, the ______price exists.
A. unit C. equilibrium
B. market D. production
14. The two main divisions of the trade industry are
A. producers and retailers. C. wholesalers and retailers.
B. manufacturers and wholesalers. D. wholesalers and producers.
15. The term "monopoly" describes a situation in which there is
A. a large number of producers that sell different products.
B. uncontrolled ownership of businesses.
C. rivalry between businesses that offer similar products.
D. only one supplier of a certain good or service.
16. The overall objective of workers who form labor unions is to
A. promote better working conditions. C. strengthen their bargaining power.
B. obtain reasonable working hours. D. obtain fair wages.
17. During the peak phase of the business cycle, travel and tour businesses often
A. lay off workers. B. earn less profit C. raise their prices. D. lower their prices.
18. What can Lee do to show his clients that they are important to the travel agency?
A. Speak loudly so that clients can easily hear your responses.
B. Stare at clients so they know you are listening.
C. Request a supervisor's assistance in resolving problems.
D. Use the clients' names in conversations.
19. Which of the following is an example of a airline behaving unethically when it communicates information to customers:
A. Refusing to publicize confidential data C. Deliberately trying to confuse customers
B. Regularly sending e-mails to customers D. Providing detailed data in chart form
20. Which of the following is an appropriate action to take when dealing with difficult customers:
A. Minimize your listening. C. Raise your voice.
B. Maximize your talking. D. Maintain eye contact.
21. In order to interpret business policies to customers, an airline ticket agent must
A. get permission from management. C. feel good about the policies.
B. understand the business's policies. D. help to set the business's policies.
22. What should travel agents tell their clients about cruise ship gratuities?
A. It is traditional to tip anyone who provides service at the time such service is given, including the ship's officers.
B. Gratuities are included in the cruise fare; therefore, it is not necessary to tip servers or cabin stewards.
C. Passengers should tip 15% - 20% of the cost of the meal, just as they do in restaurants, and it is optional to tip cabin stewards.
D. Passengers should tip dining-room stewards and cabin stewards a certain amount per day, which can be prepaid for the client's convenience.
23. What is the best way to resolve a dispute with an airline passenger whose assigned seat has been accidentally given to another passenger?
A. Offer the passenger several alternatives
B. Agree that the airline is irresponsible
C. Blame the problem on the reservations agent
D. Give the passenger a complimentary beverage
24. Why do travel and tourism businesses extend credit to their customers?
A. To take advantage of the convenience C. To save money
B. To purchase necessary supplies D. To be competitive
25. The preparation of income statements and balance sheets is usually the responsibility of a travel agency's______department.
A. marketing C. accounting
B. purchasing D. human resources
26. Is sales tax included on an invoice when it is prepared for a cruise ship gift shop that is purchasing the goods to resell to its passengers?
A. No, the consumer pays the sales tax. C. No, the manufacturer pays the sales tax.
B. Yes, the business pays the sales tax. D. Yes, the business claims the sales tax as a tax deduction.
27. Should a tour operator's sales forecasters gather information about its competitors' activities?
A. No, forecasters should study the market and the economy.
B. Yes, competitors' activities have a negative effect.
C. Yes, competitors' activities may affect the forecast.
D. No, the competition is an external factor beyond the business's control.
28. A manager of a department within a travel agency uses an operating budget as a basis for ______the department.
A. organizing the personnel in C. supervising the staff within
B. evaluating the efficiency of D. preparing project deadlines for
29. What approach to sales forecasting is being used by a sightseeing business that starts the process by preparing a sales forecast for the company as a whole?
A. Working capital C. Build-up
B. Delphi technique D. Top-down
30. When making an economic decision in the travel and tourism industry, comparing the costs of an action to the benefits received is called
A. critical thinking. C. rational choice.
B. upside/downside decision making. D. cost/benefit analysis.
31. Why do travel agents pay deposits to cruise lines when booking a client's trip?
A. To increase revenue C. To obtain a cabin number
B. To hold the reservation D. To negotiate a discount
32. What would be the most effective way to terminate a travel agency employee who is consistently tardy, frequently in conflict with other employees, and does not always follow company rules and regulations?
A. Do not schedule the employee to work until the behavior improves
B. Document all infractions and personally explain the reasons for dismissal
C. Ask the employee if there is some particular reason for the behavior
D. Threaten the employee with dismissal in the near future
33. Coaching could best be described as job training that is
A. focused on acting out roles. C. often called show and tell.
B. conducted by the supervisor. D. away from the work site.
34. Employee dissatisfaction expressed through an identified, formal procedure is known as a(n)
A. complaint. C. grievance.
B. contract. D. open-door policy.
35. A tour operator that is conducting a survey to determine its customers' travel and destination preferences is gathering ______information.
A. operating C. internal
B. marketing D. secondary
36. Why does a travel agency's computer place a "cookie" on a visitor's hard drive when the visitor accesses the travel agency's web site?
A. To eliminate theft C. To protect data
B. To ensure privacy D. To track usage
37. How does marketing research help a travel and tourism business to implement the marketing concept?
A. By solving the business's problems C. By identifying consumers' wants and needs
B. By setting goals for the business D. By preventing financial losses
38. What do travel agents consider when forecasting travel markets?
A. Geographic information C. Personal opinions
B. Previous demand data D. Distribution channels
39. Selecting the best method of transporting products often helps cruise line supply businesses to
A. locate warehouses. C. eliminate storage.
B. control expenses. D. monitor inventory.
40. One way that both large and small car-rental companies can benefit when they divide up their markets is through an increase in their
A. efficient use of resources. C. access to consumers.
B. production capabilities. D. opportunities for promotion.
41. Which of the following is a psychographic characteristic that travel and tourism businesses often use to identify market segments:
A. Number of family members C. Quality of health
B. Style of living D. Type of dining habits
42. One of the first steps in the marketing planning process involves developing the ______of the travel/tourism business.
A. promotional methods C. basic objectives
B. pricing strategy D. distribution systems
43. Which of the following do airlines use to identify developing changes so that they can make adjustments to remain competitive:
A. Psychological profiling C. Demographic segmenting
B. Geographic monitoring D. Environmental scanning
44. What is the first step in the SWOT-analysis process?
A. Filling in the SWOT matrix C. Investigating weaknesses
B. Determining goals and objectives D. Conducting interviews
45. Which of the following is a marketing activity that cruise lines consider when conducting a competitive analysis:
A. Promotion C. Purchasing
B. Risk management D. Management research
46. Which of the following is a factor that a guided-tour business should consider in choosing a method of preparing its sales forecasts:
A. Versatility of use C. Marketability of data
B. Accuracy of prediction D. Quantity of copies
47. Which of the following is an example of an objective that a travel agency might develop as part of its marketing plan:
A. Expand advertising to increase sales by 10% in one year.
B. Eliminate 15% of part-time workforce within six years.
C. Revise pay structure to increase commission rate by 2%.
D. Control expenses to reduce next year's costs by 5%.
48. Which of the following is a measure that charter bus businesses take in order to control the implementation of activities required by the marketing plan:
A. Positioning C. Training
B. Forecasting D. Scheduling
49. What type of guidelines do travel and tourism businesses need to develop before they can evaluate the effectiveness of their marketing plans?
A. Ethical principles C. Sales procedures
B. Performance standards D. Research techniques
50. Many tour operators use database software programs to computerize their customer mailing lists in order to instantly
A. calculate monthly profit. C. write e-mail messages.
B. prepare sales letters. D. sort by zip code.
51. When a travel agency customer's check was put into the check-authorization system, the response code indicated that there was a data-entry error. How should this dilemma be handled?
A. Ask the customer for another form of payment.
B. Report the check as lost or stolen.
C. Request another check authorization.
D. Ask the check-authorization system's call center for assistance.
52. A cruise ship security specialist may advise a tourist who is going ashore at a port of call to
A. wear valuable jewelry while on shore. C. use any of the transportation services available.
B. travel alone instead of in an organized group. D. limit shore tours to ones approved by the cruise line.
53. Which of the following is an emergency procedure that a theme park might develop in the event of a natural disaster:
A. Control violent behavior C. Install silent alarms
B. Locate medical assistance D. Designate escape routes
54. When scheduling tours, one reason why tour operators often book their groups into larger hotels is because these hotels
A. are located in suburbia. C. are inexpensive.
B. provide limited services. D. offer many advantages.
55. Which of the following situations is least likely to cause a safety hazard:
A. Carmen wears gloves when handling wooden display fixtures.
B. Marly is upset because her parents are divorcing.
C. Warren saves time by running through aisles and hallways.
D. Tim has a few beers on his lunch hour.
56. A major reason travel professionals might join industry organizations is to
A. earn a bachelor's degree in travel and tourism.
B. find out where they should take a family vacation.
C. network with people who work in unrelated industries.
D. keep up with industry issues, trends, statistics, and research.
57. Tour operators that answer the question, "Can we achieve a return on investment?" are making ______-related decisions about their prices.
A. customer C. profit
B. product D. material
58. Computers have given tourism marketers the ability to calculate pricing functions such as break-even points and elasticity of demand by using ______programs.
A. word-processing C. presentation
B. spreadsheet D. communication
59. Government regulation is a factor that affects a tour wholesaler's pricing because pricing regulations prohibit
A. minimum prices. C. unit pricing.
B. price advertising. D. price fixing.
60. During which phase of product/service planning might an airline decide to modify a new service?
A. Test marketing C. Concept testing
B. Product screening D. Market planning
61. Advertising that focuses on consumer satisfaction rather than on awareness usually occurs during which stage of the product life cycle?