Final Quiz Flashcards
1
Q
Taking mental vacations and exercising regularly are ways of
A. displaying ethical behavior
B. managing stress
C. enhancing professionalism through education
D. managing your time
A
B. managing stress
2
Q
Your professional image describes the way you look, not the way you act. True or False
A
False
3
Q
If you can manage your time more effectively, you should be able to reduce stress. True or False
A
True
4
Q
A professional possesses the necessary knowledge and skills for the job as well as
A. an expensive business suit
B. sporadic education and training
C. the willingness to give the agency’s interests priority over the client’s interests
D. a commitment to ethical behavior
A
D. a commitment to ethical behavior
5
Q
A commitment to ongoing education and training
A. is not necessary one you’ve gotten the job
B. is too costly for most travel industry employees
C. is the mark of a professional
D. can create a problem with ethical decisions
A
C. is the mark of a professional
6
Q
Ethically speaking, taking the high road means following the path of least resistance. True of False
A
False
7
Q
Disclosing information that is factually inaccurate is ethical if it closes the sale. True of False
A
False
8
Q
Professionalism implies a commitment to the standards of an occupation and the interests of the client. True or False
A
True
9
Q
A loyal customer asks you to do something unethical. You
A. offer an alternative solution
B. avoid the situation by not taking the customer’s call
C. explain to the customer why is is unethical
D. do it anyway, the customer is always right
A
A. offer an alternative solution
10
Q
A professional code of ethics should
A. disclose accurate information
B. undermine the integrity of dominant
C. use false or deceptive advertising practices
D. misrepresent services provided when necessary
A
A. disclose accurate information
11
Q
When handling a customer complaint, the first thing to do is
A. listen and acknowledge the customer’s problem
B. explain the company policies
C. get argumentative with the customer
D. offer an immediate solution
A
A. listen and acknowledge the customer’s problem
12
Q
Customers do not want you to admit when a mistake has been made. They simply want the mistake corrected. True of False
A
False
13
Q
Which of the following steps in a problem resolution process should occur after you select a strategy?
A. accept responsibility
B. document and follow up
C. acknowledge the problem
D. collect the facts
A
B. document and follow up
14
Q
Selling creates an opportunity to provide service. True or False
A
True
15
Q
Which of the following methods of obtaining customer feedback allows customers to meet and share their concerns in an informal, unscripted way?
A. email surveys
B. telephone surveys
C. social media
D. focus groups
A
D. focus groups
16
Q
Providing quality service is one of the keys to attracting and retaining customers. True or False
A
True
17
Q
The first step in implementing a customer service orientation in an organization is to
A. survey customers about service expectations
B. establish service standards
C. monitor service delivery
D. handle problems efficiently
A
A. survey customers about service expectations
18
Q
Which of the following strategies is least effective when saying no to a customer?
A. citing company policy
B. offering alternatives
C. using the facts
D. remaining calm
A
A. citing company policy
19
Q
Providing quality service for your internal customers is as important as providing it for your external customers. True or False
A
True
20
Q
Most of the customers who stop doing business with you do so because of price. True or False
A
False
21
Q
Bringing the customer to a purchase decision represents the final step in the sales process. True or False
A
False
22
Q
When selling by telephone, you should compensate for the absence of nonverbal cues by paying closer attention to your words and voice. True or False
A
True
23
Q
Which of the following would be considered benefits of a business hotel?
A. Three restaurants on property
B. Internet connection in every room
C. In-house audio and video technical team
D. Fully equipped fitness center
A
C, in-house audio and video technical team
24
Q
A model that describes the flow from one step to another in an ideal sales situation
A. sales prospect
B. situational sale
C. sales cycle
D. customer-focused sale
A
C. sales cycle
25
Customer-focused selling depends primarily on your ability to:
A. act as a consultant
B. process tickets
C. sell preferred suppliers
D. make reservations
A. act as a consultant
26
An effective travel sales interaction should be focused on closing the sale. True or False
False
27
Customers usually are more interested in how the travel experience will benefit them than in the inherent features of the travel products. True or False
True
28
A professional travel agent’s primary responsibility is making accurate reservations and processing travel documents. True or False
False
29
Which of the following behaviors lets customers on the telephone know that you’re listening to them?
A. verbal feedback
B. note taking
C. sincere greeting
D. clear explanation of product
A. verbal feedback
30
Offering a rental car to a customer who just made an air reservation is an example of
A. cross-selling
B. upselling
C. feature selling
D. benefit selling
A. cross selling
31
Part of being a good interpersonal communicator is appreciating and responding to cultural differences in communication. True or False
True
32
Nonverbal communication accounts for about what percent of the meaning we share in a normal face-to-face, two-person communication.
A. 76%
B. 38%
C. 14%
D. 55%
D. 55%
33
Travel professionals use active listening when they
A. empathize with their clients' feelings
B. remember what their clients say
C. decide between two suppliers
D. focus on the facts their clients discussed.
A. empathize with their clients' feelings
34
Which of the following is an effective listening strategy?
A. turn slightly away from the speaker
B. provide feedback by asking questions and nodding
C. prepare your response while the speaker is talking
D. politely interrupt to avoid wasting time
B. provide feedback by asking questions and nodding
35
It’s generally a good idea to use travel industry terminology with your clients to demonstrate your knowledge and competence. True or False
False
36
Most travel professionals spend more time listening than speaking or writing. True of False
True
37
Interpersonal communication describes the messages that your brain sends to your body to achieve desired behaviors. True or False
False
38
Words, meaning, and tone of voice are all essential characteristics of
A. Verbal communication
B. Active listening
C. Nonverbal communication
D. Body Language
A, Verbal communication
39
Listening and hearing involve essentially the same communication processes. True or False
False
40
Which of the following is not an element of the basic communication process?
A. Feedback
B. Time
C. Noise
D, Sender
B. Time
41
Which of the following is not a characteristic of a productive team?
A. Emphasis is more on "we" rather than on "us and them"
B. A constant high level of communication among members is maintained
C. Leadership is shared with every team member
D. Team members have individual missions
D. Team members have individual missions
42
Shy people are ineffective networkers. True or False
False
43
Kavan Jordan’s goal is to conduct acceptable orientations for all new travel counselors by the end of the calendar year. Which of the basic criteria of goal setting is missing from this statement?
A. No date is given for reviewing the goal
B. None, the goal is fine the way it is written
C. It does not focus on an important result
D. it is not measurable
D. it is not measurable
44
The first step in solving a problem is to
A. identify the problem
B. determine if it is really a problem
C. sense the problem
D. gather necessary information
C. sense the problem
45
A team member who attempts to compromise or bargain with other team members demonstrates which of the following approaches to resolving conflict?
A. Ignoring
B. Controlling
C. Negotiating
D. Demanding
C. Negotiating
46
Which of the steps below should be taken initially to ensure conflict is viewed positively?
A. Regularly elicit and communicate true thoughts and feelings
B. Increase efficiency and effectiveness in your agency (department) to reduce conflict
C. Handle the urgent items on a "to do" list as quickly as possible
D. Clearly identify what is causing a conflict
A Regularly elicit and communicate true thoughts and feelings
47
When it comes to making important team decisions, consensus is more effective than voting. True or False
True
48
A team should be given the freedom to act so that mistakes will be made and lessons can be learned. True or False
True
49
When dealing with conflict, teams need to negotiate more than innovate. True or False
False
50
During team meetings, team members should thoroughly discuss why things can happen before debating why they cannot. True or False
True
51
Successful people have fun at what they are doing. True or False
True
52
Success is based on what you know. True or False
False
53
Which of the following describes an internal time waster that is within your control?
A. Procrastination
B. Telephone Calls
C. Paperwork
D. Meetings
A. Procrastination
54
A tool that requires you to keep a diary of your activities to show you how you use your time is known as a
A. Plan
B. Schedule
C. Time Log
D. Time Manager
C. Time Log
55
The best way to get the job done is to do it yourself. True or False
False
56
A well-thought-out plan can shorten the gap between what you want to accomplish and what you actually do accomplish. True or False
True
57
The Pareto Principle states that
A. 20 percent of the work gets done in 80 percent of the time
B. Time is used as a standard in which to measure work
C. Work expands to fill the time available
D. 80 percent of the work gets done in 20 percent of the time.
D. 80 percent of the work gets done in 20 percent of the time.
58
Developing your planning, conceptual and perception skills demonstrates a focus on which of the following type of behavior?
A. Intellectual
B. Managerial
C. Interpersonal
D. Emotional
B. Managerial
59
If you postpone work to the last minute, you likely will do a better job. True or False
False
60
By asking yourself if a task relates to your mission, you are attempting to prioritize the task by determining its relative
A. Importance
B. Political Ramification
C. Urgency
D. Time Requirement
A. importance
61
Travel competes with other luxury items, such as high-end audio and video systems, for discretionary spending. True or False
True
62
In general, business travelers will be least concerned with which of the following?
A. Accurate Reservations
B. Economical Accommodations
C. Access to Business Services
D. Convenient Flight Schedules
B. Economical Accomodations
63
Which type of traveler is most likely to seek out unique, novel, and adventurous travel experiences?
A. near psychocentric
B. allocentric
C. near allocentric
D. psychocentric
B. allocentric
64
Affinity group travel includes travel for people with similar hobbies or lifestyles. True or False
True
65
People who are primarily worried about keeping a roof over their heads will be equally concerned with what others think of them. True or False
False
66
Which of the following is considered a psychographic characteristic?
A. Marital status
B. Travel preferences
C. Income
D. Age
B. Travel preferences
67
Which of the following questions is not necessary to satisfy your customer’s travel needs?
A. Why is the customer traveling?
B. Want is the customer's annual income?
C. Who is traveling?
D. When are the dates of travel?
B. Want is the customer's annual income?
68
Travel is sometimes awarded by companies as an incentive to achieve company goals. True or False
True
69
In general, affinity group travelers attending a family event will be most concerned with which of the following?
A. convenient flight schedules
B. connecting time between flights
C. transfers between airport and hotel
D. economical transportation
D. economical transportation
70
Psychocentric travelers are the first to travel to a new destination. True or False
False
71
There’s not much of a difference in the potential for fraud between doing business face-to-face and doing business over the telephone. True of False
False
72
If your agency does business via its website, you will probably have to
A. All of the above
B. make extra telephone calls to verify that the information given is correct
C. use AVS
D. exercise caution if the client has a free Web-based e-mail address
A. All of the above
73
If you are able to get a credit card imprint and check the signature, it’s not necessary to check other information on the card. True of False
False
74
The first step in a face-to-face credit card transaction is to:
A. Check that the credit card security features indicate that the card is legitimate
B. ask to see a driver's license
C. request an authorization
D. ask the client to read and sign a disclosure statement detailing the terms of sale
A. Check that the credit card security features indicate that the card is legitimate
75
When a corporate client wants to pay for a business trip with a credit card,
A. you should check whether he is on the approved-to-travel list and get confirmation from the employer
B. you don't need to verify that he's approved to travel for the company if he's a long-time client
C. It's okay to obtain one authorization that covers several tickets
D. you don't need to send a disclosure of terms if you have sent him one recently.
A. you should check whether he is on the approved-to-travel list and get confirmation from the employer
76
If it’s difficult to obtain an authorization for a credit card charge, it’s okay to complete the transaction and get the authorization later. True or False
False
77
When accepting a credit card payment over the telephone from a client,
A. none of the above
B. require that the client come in to the agency to give an imprint of the card if it is a first time transaction
C. don't worry too much if the client can't give you all the information because you can get it later
D. you don't need to send a written statement id the client seems to understand the conditions.
A. none of the above
78
Chip-enabled credit cards that appear on the face of your credit card can help prevent your online payment credentials from being stolen. True or False
False
79
A hub-and-spoke surface routing is effective when planning itineraries in areas where major cities and points of interest are spread out. True or False
False
80
A Canadian tour that includes towns such as Yarmouth, Halifax, and Charlottetown is said to be part of which itinerary?
A. Candian Rockies
B. Niagra Ontario
C. Canadian Maritime
D. French Canadian
C. Canadian Maritime
81
The three major regions in Africa popular for independent travel are Egypt, South Africa, and the two countries of ______ and _______ for safari itineraries.
A. Kenya and Morocco
B. Zimbabwe and Sudan
C. Kenya and Tanzania
D. Tanzania and Zimbabwe
C. Kenya and Tanzania
82
Starting in Berlin, which city would not be included in a ten-day self-drive itinerary visiting the capitals and major sights of eastern Europe?
A. Warsaw
B. Prague
C. Budapest
D. Moscow
D Moscow
83
After you qualify the client and conduct destination research, your next step when planning itineraries is to
A. write the day-to-day plan
B. book arrival and return air or surface transportation
C. book accommodations
D. schedule sightseeing activities
B. book arrival and return air or surface transportation
84
The cities of Nanjing and Chongqing are often included on a “Golden Route” itinerary of China. True or False
False
85
Morocco is often included in itineraries through Iberia. True or False
True
86
PRIDE stands for five important guidelines when planning itineraries: pace, routing, interest, details, and energy. True or False
True
87
An advantage of an open-jaw surface routing (as opposed to a circle trip) is to enable the traveler to visit places located far apart within a short time. True or False
True
88
When you are planning a self-drive itinerary, a good rule of thumb is to restrict the amount of driving to no more than how many miles?
A. 50 miles per day
B. 20 miles per day
C. 300 miles per day
D. 150 miles per day
D. 150 miles per day
89
Agents who book an all-inclusive vacation earn commission on all of the following except:
A. Meals
B. Accommodations
C. Entertainment
D. Departure Taxes
D. Departure Taxes
90
For a resort to call itself all-inclusive, it must include every element of a customer’s vacation in one up-front price. True or False
False
91
Which of the following would be considered a unique selling feature of an all-inclusive?
A. Nightly entertainment included
B. Accommodations included
C. Meals included
D. Manicure and pedicure included
D. Manicure and pedicure included
92
The basic all-inclusive price may not always include:
A. Activities
B. Accommodations
C. Meals
D. Transfers
D. Transfers
93
The all-inclusive market is homogeneous, comprised exclusively of couples. True or False
False
94
Which of the following is the first thing you should do when selling an all-inclusive vacation?
A. Support the customer's concerns with facts and benefits
B. Determine the client's characteristics and needs
C. Identify the client's budget
D. Recommend the resort that best suits the client's needs
B. Determine the client's characteristics and needs
95
Differentiating among the various all-inclusive options is essential for effectively selling them. True or False
True
96
The quality of accommodations and dining is typically compromised to compensate for the all-inclusive price. True or False
False
97
Which of the following steps is the best way to decide which all-inclusive resort to recommend to your customer?
A. Choose a resort based on the needs of your customer.
B. Recommend the property you sell most often.
C. Ask the customer to select from a variety of brochures.
D. Recommend the property you know best.
A. Choose a resort based on the needs of your customer.
98
While all-inclusive bookings are profitable, booking them is usually a complex and time-consuming process. True or False
False
99
For database marketing to help you identify prospects for escorted vacation sales, you must
A. seek co-op funds from your escorted vacation supplier
B. send direct mail
C. keep detailed records of your clients
D. write a press release
C. keep detailed records of your clients
100
Escorted vacations are getting shorter in response to current trends. True of False
True
101
Knowing the destinations (and their seasonality) on an escorted vacation itinerary is an important part of
A. making a recommendation.
B. identifying your client’s needs.
C. handling objections.
D. following up.
A. making a recommendation.
102
When selling escorted vacations, you should emphasize features of the tour rather than the entire vacation experience. True or False
False
103
Escorted vacations are designed for older, inactive travelers. True or False
False
104
A vacation package that includes the services of a professional tour director or escort from arrival to departure points on an itinerary is known as a(n)
A. independent tour.
B. excursion.
C. escorted vacation.
D. hosted tour.
C. escorted vacation.
105
Escorted vacations provide a good opportunity to market and sell to groups. True or False
True
106
Which of the following is a common misconception of escorted vacations?
A. Good value
B. Opportunity to meet other travelers
C. Superficial itineraries
D. Variety of cuisine
C. Superficial itineraries
107
Escorted vacation clients tend to be loyal and knowledgeable. True or False
True
108
Escorted vacations appeal to consumers because they offer
A. little exposure to local cultures.
B. good value.
C. no interaction with other travelers.
D. limited sightseeing.
B. good value.
109
Xian is a historic city in China that is most famous for the 8,000 terra cotta statues that were excavated. True or False
True
110
Rail travel in Europe is strongly recommended because the trains are some of the most advanced and punctual in the entire world. True or False
True
111
Which of the following is not an archeological site in Mexico?
A. Machu Picchu
B. Tulum
C. Chichen Itza
D. Uxmal
A. Machu Picchu
112
Which of the following is not a unique rail service offered in Europe?
A. Al Andalus
B. Royal Scotsman
C. The Blue Train
D. Venice Simplon Orient Express
C. The Blue Train
113
The wind blows east to west through the Caribbean. Which coast of the island of Barbados would experience the calmest weather and the least amount of rain?
A. west
B. north
C. south
D. east
A. West
114
Which of the following is not a true statement?
A. Costa del Sol and the Costa Brava are both key resort areas in Portugal.
B. A typical one-day trip from London can include visits to Windsor Castle or Greenwich.
C. Peloponnese is a large peninsula in Greece with many archeological treasures.
D. Brussels, Amsterdam, and Luxembourg are capital cities of the Benelux countries.
A. Costa del Sol and the Costa Brava are both key resort areas in Portugal.
115
You would recommend renting a car in Bermuda to see the island. True or False
False
116
It is 9:00 a.m. in Los Angeles (GMT -8). What time is it in Athens, Greece (GMT +2)?
A. 11:00 p.m.
B. 3:00 p.m.
C. 5:00 p.m.
D. 7:00 p.m
D. 7:00 pm
117
The Prime Meridian is a line of longitude at which the date changes. True or False
False
118
Both Tahiti and Fiji are part of Polynesia in the Pacific. True or False
False
119
If your client misses her plane due to a traffic accident, even though she was not involved, she is covered. True or False
True
120
Your client is covered, under most travel insurance policies, if he is unable to travel because his employer canceled his vacation. True or False
False
121
If your clients injure themselves before trip departure, their policy should include
A. trip cancellation/trip interruption insurance.
B. travel accident insurance.
C. trip delay insurance.
D. medical/dental insurance.
A. trip cancellation/trip interruption insurance.
122
The benefits of offering insurance for the agent and agency include
A. increased customer confidence/loyalty.
B. additional commission.
C. partial protection from litigation.
D. all of the above.
D. all of the above.
123
If you sell 1,000 travel insurance policies at $100 each and earn a 35 percent commission, what is your total commission income?
A. $350.00
B. $3,500.00
C. $35,000.00
D. $35.00
C. $35,000.00
124
If, during her trip, your client drops her camera in the pool and ruins it, she is covered by her baggage coverage insurance. True or False
True
125
Medicare does not provide any coverage while you are a passenger on a cruise ship registered in a foreign country. True or False
True
126
Trip cancellation/trip interruption insurance covers all of the following, except
A. carrier-caused delays.
B. financial default by the airline.
C. acts of terrorism.
D. inclement weather.
A. carrier-caused delays.
127
Pre-existing medical conditions are not covered by travel insurance. True or False
False
128
If your clients need coverage for additional travel expenses after losing a passport, money, or travel documents, their policy should include what kind of insurance?
A. trip delay
B. trip cancellation/trip interruption
C. baggage delay
D. trip inconvenience
A. trip delay
129
A concise overview of why you are in the business of selling your particular special interest niche is known as a
A. Marketing Strategy
B. Competitive Analysis
C. Mission Statement
D. Goal
C. Mission Statement
130
The growth of special interest travel is limited to Baby Boomers, and Generations X and Y. True or False
False
131
Selling to niche markets is more labor-intensive than selling mass-market products. True or False
True
132
Your chosen specialty should be consistent with your own interests and that of your overall business plan. True or False
True
133
Promoting special interest travel includes each of the following EXCEPT:
A. Image and Logo
B. Negotiating
C. Advertising
D. The internet and E-marketing
B. Negotiating
134
If you’re purchasing print or online advertising for your specialty rather than the full-service nature of your business, it’s not necessary to find out which publications or websites your potential buyers read. Ture or False
False
135
Which of the following travel experiences is not considered a special interest market?
A. Culinary Tours
B. Yoga Retreats
C. Adventure Tours
D, All-inclusive Resorts
D. All-inclusive Resorts
136
The channels through which you’ve chosen to distribute your special interest travel product describe which aspect of your marketing strategy?
A. Product
B. Place
C. Promotion
D. Price
B. Place
137
A marketing plan for a special interest travel business should include a description of the target audience. True or False
True
138
Which of the following demographic groups demonstrates a growing trend toward luxury and several trips each year?
A. Affluents
B. Millennials
C. Senior Citizens
D. Baby Boomers
B. Millennials
139
A business document that presents verifiable facts to assist in decision-making and is sales-oriented best describes a
A. Newsletter
B. Report
C. Proposal
D. Press Release
C. Proposal
140
The ability to speak well is more important than the ability to write well in the travel business. True or False
False
141
Letters and email messages should
A. be visually appealing to the reader
B. get the reader's attention in the closing
C. be planned while being written
D. be proofread only if spell check is not available
A. be visually appealing to the reader
142
Which grammatical rule applies for writing in the travel business?
A. Write in the active voice
B. Use the past tense whenever possible
C. Use semicolons instead of periods
D. Write in sentence fragments
A. Write in the active voice
143
Before you write any type of business correspondence, you should determine your desired result. True or False
True
144
Most of the basic principles of effective business writing don’t apply to email. True or False
False
145
An effective email should have many short paragraphs instead of one long one. True or False
True
146
Which of the following techniques is recommended for effective business writing?
A. Keep your reader's attention by placing the most important information at the end of your document.
B. Present several main purposes throughout the document, indicated by sub headings.
C. Visualize your reader during the planning stages and while you are writing.
D. Use colloquial expressions and cliches to personalize your documents.
C. Visualize your reader during the planning stages and while you are writing.
147
Writing concisely means
A. limiting documents to no more than one page
B. limiting the number of excess words and redundancies
C. choosing complex instead of simple words
D. using jargon to simplify your message
B. limiting the number of excess words and redundancies
148
Proofreading is required only for itineraries and confirmation letters. True or False
False
