quiz 2

Question 1

what are “channels”?

Answer 1

pathways

Question 2

what is channels of distribution?

Answer 2

different paths our guests can take to buy our product

Question 3

what does distribution mean?

Answer 3

selling

Question 4

what is an example of channel of distribution for a hotel?

Answer 4

hotel rooms can be bought by:
phoning the hotel
3rd party websites
travel agencies
on hotel website
1-800 number
walk in
email

Question 5

what are popular channels of distribution?

Answer 5

3rd party websites are popular but expensive for the hotel

Question 6

what channels of distribution is least expensive?

Answer 6

walk ins
email
phone directly to hotel

Question 7

how do you drive your guests to your preferred channel?

Answer 7

advertise & feature
guaranteed lowest rate
bribery (rewards points)

Question 8

how can guests get the cheapest rate?

Answer 8

research around for the lowest price and then call the hotel and ask for that price

Question 9

are channels of distribution applicable for restaurants?

Answer 9

yes to make reservation. you can book for:
open table (app)
phone
website

Question 10

how are price and value evaluated?

Answer 10

a persons perception changes what they are willing to spend

Question 11

what could make a guest perceptions about value change?

Answer 11

ratio of income
past experiences
if they “care” about the features
if they trust the brand

Question 12

what is upselling?

Answer 12

boost sales by convincing customer to buy more
romancing
increase profit 
incentives 
competition

Question 13

what is the primary goal for upselling?

Answer 13

to increase/enhance the guests experience

Question 14

what is the basis of selling and marketing?

Answer 14

it is about pointing out deficiencies and then suggesting/providing solutions

Question 15

what does upgrade mean?

Answer 15

something extra for free
make the guest feel special
complimentary
increase loyalty
sample

Question 16

why should we care about channels of distribution?

Answer 16

the way guest purchases our product determines how much money we make (some ways cost more for us)

Question 17

what can you do to make it easier to upsell?

Answer 17

read the customer to figure out what you think they might need/want

Question 18

do customers have to pay for upgrades?

Answer 18

no they are complimentary

Question 19

why would you HAVE to upgrade?

Answer 19

to apologize/make up for a mistake

ex. free dessert if your food order was messed up

Question 20

how could you make prices different in food services?

Answer 20

make menu items priced higher on Friday and Saturdays
charge for preferred seating (window seat)
charge more for different dates (mothers day, valentines day, new year)

Question 21

what is overbooking?

Answer 21

selling more of something than you have

Question 22

why would you overbook?

Answer 22

to compensate for cancellations

minimize wash

Question 23

how could you overbook on mistake?

Answer 23

failing to manage interfaces

AOG (acts of god)

Question 24

after overbooking, how do you decide who does NOT get bumped out?

Answer 24

regulars
corporate people
long stays
families

Question 25

after overbooking, how do you decide who DOES get bumped?

Answer 25

individual rack
shortest stay
short lead times

Question 26

what does it mean to “walk” a guest?

Answer 26

the original hotel pays for transportation to another hotel, the hotel room at the hotel, a long distance call, transport back if there is nights available the next day at the original hotel.

Question 27

what is LIFO?

Answer 27

last in, first out

Question 28

what is FIFO?

Answer 28

first in, first out

Question 29

LIFO and FIFO are examples of what?

Answer 29

inventory management systems

Question 30

what inventory management method would you use when you are going to walk a guest?

Answer 30

LIFO

Question 31

when would you use FIFO when walking a guest?

Answer 31

if its early in the day and you are certain that you will have to walk, you could start walking earlier and select guests who may appreciate the walk

Question 32

how can you train your staff to be better salesmen?

Answer 32

get staff involved
let the staff try the products (taste the food or stay a night at the hotel)
build teamwork with all your staff 
make relationships within your staff 
acknowledge their good work