2010 DECA U Provincial Conference
Travel & Tourism
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2010 DECA U Provincial Conference
Travel & Tourism
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
proprietorship
D. Joint
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
2010 DECA U Provincial Conference
Travel & Tourism
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.
B. manufacturers and wholesalers.
C. wholesalers and retailers.
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.
prices.
D. lower their
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.
2010 DECA U Provincial Conference
Travel & Tourism
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
2010 DECA U Provincial Conference
Travel & Tourism
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
2010 DECA U Provincial Conference
Travel & Tourism
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.
2010 DECA U Provincial Conference
Travel & Tourism
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 breakeven 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?
A. Decline
B. Introductory
C. Growth
D. Maturity
2010 DECA U Provincial Conference
Travel & Tourism
62. What technological advancement has had the greatest impact on the travel, hospitality, recreation,
and insurance industries?
A. Interactive television
C. Electronic key card
B. Fax machine
D. Internet
63. When using synectics to develop unique service ideas for an existing market, a tour wholesaler
might generate ideas by focusing on
A. specific details.
B. personal wants.
C. general needs.
D. positive
attributes.
64. The two classifications of warranties based on whether the promises are stated or simply
understood are__________ and __________ warranties.
A. express and implied
B. full and express
C. limited and implied
D. full and
limited
65. A travel agency advertises a free gift with the purchase of a certain cruise package, but then
requires customers to buy a more expensive cruise to receive the gift. The business is violating
laws administered by the
A. Federal Trade Commission.
C. Federal Communications Commission.
B. Food and Drug Administration.
D. Consumer Product Safety Commission.
66. Which of the following groups would be the most appropriate for the Outer Banks Visitors Bureau to
invite on a familiarization tour of northeastern North Carolina in order to promote a special event:
A. Travel writers
B. State dignitaries
C. Pilots
D. Economic
developers
67. Mega-agencies are large travel agencies that often offer specialized services to their large
corporate accounts. Which of the following examples illustrates a specialized service to a corporate
account:
A. Advance seat assignments
C. Guaranteed lowest airfare
B. Familiarization trips
D. Vacation clubs
68. The particular assortment of services that a travel agency offers in order to meet both the needs of
its markets and its company goals is known as the travel agency's product
A. width.
B. depth.
C. mix.
D. consistency.
69. Which of the following goods or services are most likely to be bundled products:
A. Event tickets and airfare
B. Motor oil and airport maintenance tools
C. Tour security cameras and rolls of film
D. Health club membership and hotel accommodations
70. A small travel agency that sells bus tours decides to add Alaskan cruises to it offerings. The travel
agency is increasing its
A. promotional mix.
B. product line.
C. profits.
D. product mix.
71. To make shopping easier and increase satisfaction, cruise line gift shops may deliver purchases to
guests' cabins, wrap items, and perform a variety of other activities, collectively known as
A. pretransaction services.
C. mystery shopping.
B. personal shopping.
D. customer service.
2010 DECA U Provincial Conference
Travel & Tourism
72. A tour operator arranging a structured trip that is led by a company employee is planning a(n)
__________ tour.
A. escorted
B. customized
C. prepaid
D. hosted
73. Travel and tourism businesses position products by sending marketing signals to influence
customers' perceived satisfaction of these products. These marketing signals come from
A. personal selling, convenience, quality.
B. selection, service, and convenience.
C. product features, competitors, and labels.
D. advertising media, sales promotions, and packaging.
74. A travel agency's president or owner can be the brand champion by
A. helping employees understand how to demonstrate the brand in their jobs.
B. replacing the mission statement every year or two.
C. immediately replacing employees who don't conform to brand standards.
D. developing a catchy slogan.
75. Which of the following is a benefit to consumers of promotion:
A. Learning new ways to use products
C. Creating a specific image
B. Building a clientele
D. Increasing sales of products
76. Which of the following is a characteristic of most specialty advertising items:
A. Impractical
B. Exclusive
C. Valuable
D. Inexpensive
77. World Travel Service sells cruises. Which of the following elements is crucial to include in the
company's ads in order for customers to obtain more information or to book a cruise:
A. Illustration
B. Copy
C. Headline
D. Identification
78. One advantage in using databases when developing advertising strategies is that travel and
tourism marketers can
A. increase the reach and frequency rates of their promotional efforts.
B. presume that all the information is relevant and accurate.
C. boost costs associated with direct advertising strategies.
D. rank and analyze information to facilitate decision making.
79. Which of the following is not a primary factor when selecting advertising media in the tourism
industry:
A. Consistent feedback from the advertising agency
B. The life span of the advertisement
C. Lead time of the advertisement
D. Reading, viewing, and listening habits of the target market
80. What is a logical objective that a airline might include in its promotional plan?
A. To increase market share by 8%
C. To match any large competitor
B. To budget additional funds
D. To consider a direct-mail campaign
81. A convention and visitors bureau that includes broadcast media in its promotional mix might
coordinate its television commercial development activities with a(n)
A. production house.
C. creative boutique.
B. marketing-research firm.
D. interactive agency.
2010 DECA U Provincial Conference
Travel & Tourism
82. A tour company exhibits at a vacation and travel show. A disadvantage of this type of promotion is
that it
A. is not a method that stimulates impulse sales.
B. does not increase short-term revenues.
C. does not provide immediate feedback.
D. is not effective in building customer loyalty.
83. All goods or services sold to customers should
A. be needed by the customers.
B. be of the finest quality.
C. have many possible uses.
D. have the lowest possible price.
84. A corporate travel agent contacts several people within one organization on a regular basis to
discuss their special travel needs and introduce other travel products and options. This service
method used to maximize sales is called
A. account penetration.
C. account retention.
B. sales supplementation.
D. sales infiltration.
85. Which of the following do many travel and tourism salespeople feel is the most important part of
their jobs:
A. Pricing
B. Bargaining
C. Prospecting
D. Training
86. Which of the following is an example of using mapping software in the selling function:
A. Preparing sales brochures
C. Realigning sales territories
B. Tracking scheduled deliveries
D. Organizing major accounts
87. Where might a travel agent most likely obtain firsthand product information?
A. At the library
B. From clients
C. At the factory
competitors
D. From
88. Mr. and Mrs. Gray are planning a trip to Paris in the spring and are excited about visiting Notre
Dame, the Eiffel Tower, and the Louvre, as well as sampling French cuisine. Which geographic
factor that fosters travel and tourism is illustrated in this example?
A. Cultural
B. Physical
C. Social
D. Locational
89. How does a convention and visitors bureau help a convention/meeting planner?
A. It obtains state funding to help pay for the convention's expenses.
B. It identifies appropriate vendors that can meet the specific needs of the group.
C. It negotiates terms with the vendor for the convention/meeting planner.
D. It promotes the group to the area chamber of commerce.
90. An aircraft that is leased by a group for touring purposes is called a________ flight.
A. charter
B. conventional
C. commercial
D. commuter
91. How does a feature-benefit chart help a travel agent?
A. Determines which features and benefits appeal to each client
B. Explains the travel agency's compensation rate
C. Provides a quick reference to the travel agent about products
D. Evaluates clients' reactions to the presentation
92. A travel agent asks a prospective client about the nature of his/her trip, travel dates, and
transportation preferences. What step of the selling process is the travel agent using?
A. Reaching closure on the sale
C. Prescribing solutions
B. Establishing a relationship
D. Discovering client needs
2010 DECA U Provincial Conference
Travel & Tourism
93. What technology might help travel agents to make effective presentations to groups?
A. Wireless communication
C. Digital imaging
B. Computer animation
D. Electronic mail
94. To make reservations for a client's train travel in the United States, a travel agent must know how to
A. distinguish between corridor and short distance trains.
B. book advance seats on the Express, Rapidos, or TGV.
C. fill out an airline computer reservation system report.
D. reserve seats on "bullet trains" in both Class A and Class B.
95. What type of trip might a travel agency arrange and sell to a university alumni association?
A. Special interest package
C. Incentive package
B. Affinity group package
D. Convention package
96. What do travel agents often suggest that clients purchase in order to protect the clients in the event
that they are unable to go on the cruise for which they have paid?
A. Trip interruption coverage
C. Disability benefits
B. Personal injury compensation
D. Cancellation insurance
97. What is the most efficient way to follow procedures for processing complimentary offers, coupons,
discounts at an amusement park?
A. Ask the supervisor to demonstrate the process
B. Keep written instructions in files
C. Follow the instructions on the computer terminal screen
D. Look in the operations manual while the customer is waiting
98. One reason why an amusement park might refuse to provide a special service to a guest is
because that service
A. involves safety issues.
C. involves giving restitution.
B. is an exception to the routine.
D. reduces the price of products.
99. Taking calls, answering questions about travel products, and entering client information accurately
are activities required when
A. prospecting for new clients.
C. making courtesy calls.
B. processing telephone orders.
D. outbound telemarketing.
100. Which of the following is an example of an endorsement/restriction that a travel agent might list
when processing a client's airline ticket:
A. Nonrefundable
B. Unaccompanied minor C. No baggage
D. Unconfirmed