HSP 135 - Practice Quiz #1 - CHAPTER 1 & 10

32.

Intangible expereince means:

a.	Observing the sites as you ride in a boat and sail through Pirates of the Caribbean
b.	physical servcie setting including areas closed for repeair
c.	feeling a guest has resulting from favorable hospitality that has no pyhsical lasting value
d.	A part of a vacation excursion cancelled due to poor weather

33.

A professional servers ability to create spontaneous, unrehersed, feel good showmanship:

a.	Charisma
b.	Transformationalism
c.	Tiggerism
d.	Transactionalism

34.

Guests often look to servers as a source information about the restaurant itself, the menu or special of the day this is best described as which of the following convivial attributes:

a.	Problem Solving
b.	Suggestive Selling
c.	Guidance
d.	Body Language

35.

Any episode in which the guest comes into contact with any aspect of the company,

however remote and makes a powerful impression of the quality of its service defines:

a.	encounterpoint
b.	Cycle of service
c.	Guestology
d.	Moment of Truth

36.

The two core concepts of quality service as authored by Bill Martin are most accurately described as:

a.	Tanbible & Intangible
b.	Personable & Actionable
c.	Functional & Transactional
d.	Procedural & Convivial

37.

Starbucks strives to succeed through creating human connections while delivering outstanding hospitality to their guests, which of the following describes the restaurants engagement strategy:

a.	Communication, Precision Delivery, Timely Flow, Friendly Farewell
b.	Accommodation, Personalized Caring, Communication
c.	External Marketing, Interactive Marketing, Human Connections, Personal Experience
d.	To be recognized, included, appreciated, supported and delighted

38.

Hospitality product is a combination of:

a.	Good Food, people & Liquor
b.	Intangible Attitude, Tangible Service, and Cumulative Experiences
c.	Great facility, food, & service
d.	People, Food & Service

39.

The scientific study of guests and their behavior- needs, wants and expectations is called:

a.	Encounter pointing
b.	Crtical control pointing
c.	Histology
d.	Guestology

40.

Which of the following best describes Bill Martins core Guest Perceptions:

a.	Feel welcome, appreciated, valuable and important
b.	Feel welcome, important, comfortable, appreciated, and understood
c.	Feel welcome, appreciated, hospitable, generous, and important
d.	Feel happy, pleased, satisfied, and welcome

41. Soft Skills are defined as:

A tool used during the hiring process as a bench test to compare candidates

The knowledge & skills required for successful execution of performance tasks

Executing the physical elements of a service encounter

The personality traits that impact interpersonal interactions and how a server relates to others