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HFT3240 Exam 1 Questions and Correct Answers the Latest Update
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HFT3240 Exam 1 Questions and Correct Answers the Latest Update
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HFT3240 Exam 1 Questions and
Correct Answers the Latest Update
True or false: Embassy Suites, Waldorf Astoria, Residence Inn, and Hampton
Inns are all Hilton Brands.
✓ False, they do not own the Residence Inn it's owned by marriot
True or false:
With Hilton Honors you can earn airline miles.
✓ True
True or false: The Hilton Brand is connected to around 500,000 rooms.
✓ True
True or false: The CRM initiative started by Hilton in 2002 states that:
Customers Really Matter.
✓ True
True or false: The Mobley Hotel was founded by Paris Hilton in 1919.
✓ False
My Starbucks Idea is an example of
✓ customers co-creation of value
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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
✓ 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?
✓ Would you recommend a service to someone else?
Which statement is true about internal (or partial ) customers?
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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
✓ 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
✓ Focus-group interviews
Who is an 'internal customer'?
✓ A staff member
Service marketing is the connection between
✓ Production and consumption
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Customer-centric organizations focus on
✓ 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
✓ None of the above
Internal marketing focuses on motivating employees
✓ 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
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