Tourism and Hospitality

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1. If a flight is not direct, as it has many transit stops but is cheaper, state how you would present this information to a client on a strict budget.
    
2. How would you identify the needs and wants of a client when he/she first comes into your office?
    
3. Explain the meaning of a feature and a benefit of a product (relating to the same product).
    
4. What are four basic points to remember when dealing with a difficult customer?
    
5. What are the consequences for your company if you do not handle a complaint properly?
    
6. What are the basic generic needs of a customer (to be treated with courtesy etc.)?
    
7. What would you consider to be ‘appropriate grooming’ in a travel agency that specialises in selling adventure travel tours?
    
8. List the benefits you and your agency would obtain from a happy customer.
    
9. Explain what you understand by the word ‘empathy’.
    
10. Bad ‘word of mouth’ publicity can be the result of a poorly handled complaint.  What do we mean by ‘word of mouth’ publicity?
     
11. Name six (6) features and benefits you could propose to the parents and their two young children who want a tropical island resort holiday. 
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12. A businessperson wishes to travel interstate.  What sort of questions would you ask to ensure you meet his/her wishes?
     
13. Explain how you would greet a client who enters your agency for the first time.
     
14. A business traveller has returned and rings you to complain that the seat he requested on the flight was not given to him.  Explain the steps you would take when initially handling the client.
     
15. List the personal qualities you must exhibit when a new client enquires about travel arrangements at your agency.
     
16. List what makes quality service different from just ordinary service.

1. Two clients are in the agency’s waiting area to keep an appointment they have with you.  They are becoming very irritable as you have kept them waiting twenty minutes.  Unfortunately you are on an international phone call sorting out a major problem involving a very sick client who is overseas.  The two clients waiting for you have to pay you to receive their travel tickets today.  How do you handle this problem?
    

2. A client has come into the office to request a refund on a major portion of his/her recently completed holiday.  Obviously you must check booking conditions, a report from the tour operator, etc.  What would you tell the client?
    

3. A potential client comes into the office to enquire about a tour.  The client’s knowledge of English is limited and you have some problems understanding his/her needs.  Explain how you would handle the situation in such a way that you would be able to assist the client and minimise any feeling of insecurity, embarrassment or frustration on the part of the client.
    

4. You are the supervisor/manager of an office.  A client has come into the office in a very angry mood, demanding to see only you.  He/she is unhappy with the service given by one of your consultants.  Explain how you would handle the client in the initial stages of the complaint.
    

5. You are negotiating with an overseas charter coach company for a tour program your company will operate in the coming season.  Unfortunately you have not been able to obtain a final costing from the company as they have concerns about fuel costs in their country and have asked you to wait a little longer.  The Marketing Department of your company is pushing you for a final costing for the tour as they want to print and distribute the latest brochure.  How would you handle the Marketing Department and what would you say to them?
    

6. You have received a fax from a client requesting you book certain services.  Unfortunately a couple of them (one flight and one hotel) are unavailable.  Write a fax in reply advising the client of the situation.
    

7. Your supervisor/manager has told you of a difficulty one of your colleagues working with you on a series of tours has reported.  The complaint is that the verbal information you give your colleague on the tour is unclear.  The colleague cannot read any handwritten notes you provide with additional information.  Explain how you would handle this matter. 
    

8. You are about to go on holidays and you must hand your files to another consultant in the office to look after in your absence.  You have a client who has been with you for many years and is very nervous about anyone else handling his/her file.  Explain how you would accomplish the handover so that your client feels comfortable and, just as importantly, your colleague is relaxed about taking over the file.
    

9. A new client visits your office to arrange a tour.  He asks that you try to book everything immediately.  However, you do have priorities for other clients and also you must take into account the possibility that some services could be unavailable and you would have to make alternative arrangements.  How would you handle this client?
    

10. A prospective client visits your office to enquire about making some travel bookings.  Unfortunately he/she is vague and in the first couple of minutes you realise that he/she jumps from one subject to another.  Explain how you would approach this difficult situation and what steps you would take to obtain the information you require to provide the client with the right travel arrangements.

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