HFT3240 Exam 1 Questions With Answers
True or false: Embassy Suites, Waldorf Astoria, Residence Inn, and Hampton Inns are all Hilton Brands. - Answer-False, they do not own the Residence Inn it's owned by marriot
/.True or false:
With Hilton Honors you can earn airline miles. - Answer-Tru...
True or false: Embassy Suites, Waldorf Astoria, Residence Inn, and Hampton Inns are
all Hilton Brands. - Answer-False, they do not own the Residence Inn it's owned by
marriot
/.True or false:
With Hilton Honors you can earn airline miles. - Answer-True
/.True or false: The Hilton Brand is connected to around 500,000 rooms. - Answer-True
/.True or false: The CRM initiative started by Hilton in 2002 states that: Customers
Really Matter. - Answer-True
/.True or false: The Mobley Hotel was founded by Paris Hilton in 1919. - Answer-False
/.My Starbucks Idea is an example of - Answer-customers co-creation of value
/.Why customer-to-customer communication should be also carefully managed?
It has significant influence on customer purchasing decisions
To monitor traffic and learn about customers perceptions
To engage in some of the conversations where it can be beneficial for the company
To make an informed decision about the amount of resources allocated towards social
media
All of the above - Answer-All of the above
/.Which questions would be the most effective in defining levels of customer satisfaction
and loyalty with service they received?
Would you come back in future?
Did you enjoy the experience?
Would you recommend a service to someone else?
Would you leave a review on the website?
Did you post anything about us in the social media? - Answer-Would you recommend a
service to someone else?
/.Which statement is true about internal (or partial ) customers?
Internal customers exist only in the service firms
They are crucial marketer researchers in the company
They are the ones who always work from back-of house
Internal customers are vital for the company as they play a role of internal marketers
b and d only - Answer-b & d only
, /.Which of the following methods is highly dependent on skills of moderator?
In-depth interviews
Focus-group interviews
Customer surveys
Mystery shopper
Complaint analysis - Answer-Focus-group interviews
/.Who is an 'internal customer'? - Answer-A staff member
/.Service marketing is the connection between - Answer-Production and consumption
/.Customer-centric organizations focus on - Answer-Needs of the target audience
/.How many categories of customers are there:
There are no categories customers are the current clients of the firm
Two internal and external customers
Three Internal, external and ex-customers
Four Internal, external, ex-customer and potential customers
None of the above - Answer-None of the above
/.Internal marketing focuses on motivating employees - Answer-towards customer
focused service performance
/.The customer centricity approach has an impact on
All internal activities of the company
The way company interacts with the customers
All the company s operations
Company s focus and strategy
All of the above - Answer-All of the above
/.In service marketing, service employees are often referred to as - Answer-Part-time
marketers
/.What do mystery shoppers do? - Answer-Observe and record service performers
/.Guestology refers to - Answer-A study of customers behaviors
/.Effective feedback communications systems means:
A) Establishing regular two-way communication between staff members and the
management
B) Offering an opportunity for joint problem-solving activity, involving both the customer
and the contact person
C) Offering a superior service quality and value to customers
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