Question 13 (6 points)

"Yes I can" is a (an):

Question 13 options:

A)	Upselling
B)	Quality guarantee
C)	Aphorism (short saying of a basic principle) of quality management
D)	Moment of truth
E)	Easy method for handling complaints

Question 14 (3 points)

Periodically, perhaps quarterly, hotels settle their debt (created by collecting sales and room taxes from guests) with local or state governments.

Question 14 options:

	A) True
	B) False

Question 15 (3 points)

Hotel guests who reserve through a travel agencies often present a travel-agency voucher which they expect the hotel will honor for the value of the deposit made to the agency.

Question 15 options:

	A) True
	B) False

Question 16 (3 points)

Demographics refer to measurable qualities of guest profiles such as age, residence, gender and income.

Question 16 options:

	A) True
	B) False

Question 17 (6 points)

The lodging industry has several characteristics including:

Question 17 options:

A)	An almost zero level of fixed costs ("the nut")
B)	Low turnover of employees
C)	A highly perishable product
D)	Minimal competition from other industries
E)	Both B and D

Question 18 (6 points)

Lodging's budget segment is divided into several parts; which is NOT one of those parts?

Question 18 options:

A)	Hard budget
B)	Upscale budget
C)	A room 15 feet x 17 feet
D)	Capsule room
E)	Both C and D

Question 19 (6 points)

The record of what a registered guest owes is called a:

Question 19 options:

A)	Folio
B)	Guest account card
C)	PMS
D)	City-ledger account
E)	Both A and B

Question 20 (6 points)

A guest who offers a credit card at the time of check-in is:

Question 20 options:

A)	Just a regular guest
B)	Part of a wholesaler's package
C)	A member of a single-entity group
D)	Now a city-ledger account
E)	A paid-in-advance guest