PMM 6E Chp. 15

Question 1

Customs Broker

Answer 1

Expert in providing customs clearing services to shippers of goods to and from another country

Question 2

Tip

Answer 2

A voluntary and selective amount of money given at will for special or excellent service. A token of gratitude. I.e. bellmen, valets, drivers, food servers.

Question 3

Gratuity

Answer 3

A voluntary payment added to a bill to signify good service.

Question 4

Post-Convention Meeting

Answer 4

Should be scheduled 2 days to a week after the event, when possible. The goal is to capture the most current information from key stakeholders, meeting professional, CSM, etc.

Question 5

Evaluation

Answer 5

Systematic process to determine the worth, value, or meaning of an activity or process. The goal is to determine to what level the objectives of the meeting were met and how the process may improve in the future.

Question 6

Quantitative Data

Answer 6

Information that is represented numerically to which one may assign scores or rank or from which one may determine averages and frequencies

Question 7

Qualitative Data

Answer 7

Consists of descriptive information that is a record of what is observed. Often presented in narrative form by the respondent, soft data is more subjective and open to interpretation or assumption than hard data.

Question 8

Sample

Answer 8

A group of individuals or other elements that data is collected from. Is used when every single member of the target data source cannot be included in the study

Question 9

Questionnaire

Answer 9

Can provide a very good method for requesting feedback from attendees of a meeting or partners. Particularly useful when attempting to gather feedback from a large number of people. One drawback is they can be restrictive.

Question 10

After Action Review (AAR) a.k.a. debriefing process

Answer 10

Analyze what happened, why it happened, and how the attendees and those responsible for the meeting can do better.

Question 11

Interview

Answer 11

Collect feedback from the individual attendee

Question 12

Focus Group

Answer 12

Interview a small group of people/attendees

Question 13

Phillips Return on Investment (ROI)

Answer 13

Reaction and Planned Action: Measures participant’s reaction to the program and outlines specific plans for implementation
Leaning: Measures skills, knowledge, or attitude changes
Application & Implementation: Measures changes in behavior on the job and specific application and implementation
Business Impact: Measures business impact of the program
Return on Investment: Compares the monetary value of the results with the costs for the program, usually expressed as a percentage.

Question 14

Data Segementation

Answer 14

Involves the isolation and analysis of certain pockets of data to draw specific conclusions.