Glossary Terms Flashcards
A time management strategy that allows you to arrange your daily tasks according to priority.
A-B-C Method
An unethical ticketing practice in which clients buy two round-trip discount tickets for less than the cost of one round-trip ticket at full fare, thus circumventing certain restrictions on the discount tickets by rearranging departures and returns.
Back-to-Back Ticketing
Organizations that sell travel agent identification cards to the general public, under the guise of bona fide employment in the travel industry, promoting access to travel industry discounts.
Card Mills
An unethical reservations practice of booking two reservations for an individual at the same time.
Doublebooking
Moral principles of right conduct.
Ethics
An unethical ticketing practice in which clients buy a less expensive ticket with a connection then actually end their trip at the connecting city.
Hidden-City Ticketing
An occupation requiring a specialized body of knowledge.
Profession
The term commonly used to describe people who earn their living by practicing some skill or engaging in some activity that requires expertise.
Professional
The quality demonstrated by professionals who possess the skills and knowledge to perform their jobs with expertise and who are committed to the standards of the occupation and to the interests of the client.
Professionalism
Files that remind you to do something, to assist with time management.
Tickler Files
A record of what you do and how long it takes you to do it, to assist with time management.
Time Log
The products or services that you offer your customers. This is the reason you are in business.
Core Service
The person from outside the business who comes to the business to buy the products or services offered.
External Customer
A small group of customers gathered together with a trained moderator to discuss a particular issue.
Focus Group
Anyone inside the organization who depends on you in order to get their job done.
Internal Customer
Brief opportunities that occur during a customer encounter when you have a chance to leave a lasting impression with that customer.
Moments of Truth
Upgrading or converting the client to a more expensive or inclusive version of a product or service, for example, an outside rather than an inside cruise stateroom.
Upselling
Service that exceeds the expectations of your customer and enhances the perceived value of doing business with you or the company you represent.
Value-Added Service
Listening technique used to show customers that you value what they are saying.
Acknowledge
The positive results provided by travel products, as perceived by the customer.
Benefits
Listening technique used to get more information about your customers’ needs.
Clarify
Successfully lead a customer to a buying decision.
Close the Sale
Questions that invite precise, brief answers, usually in the form of “Yes” or “No,” such as “Have you been to this destination before?”
Closed Questions
Listening technique used to check your understanding of the customer’s needs.
Confirm
Offering extra products and services that go beyond a core product, such as a rental car with an air ticket.
Cross-Selling
The sales approach in which salespeople act as consultants whose knowledge, skill, and motivation will lead buyers to purchase decisions that best suit their needs.
Customer-Focused Selling
The inherent characteristics of a travel product.
Features
Specialized terminology used by people who share a similar profession, such as travel.
Jargon
The initial point of contact that directs you to new prospects.
Lead
Questions that encourage people to talk, such as “What did you have in mind?” or “How have you enjoyed traveling in the past?”
Open Questions
Travel providers that have negotiated extra commission rates with your agency based on attainment of sales objectives.
Preferred Suppliers
Asking questions to delve deeper for more information.
Probing
The process of finding new customers or identifying prospective purchasers.
Prospecting
The process of asking thoughtful questions and listening for key responses to determine the customer’s travel needs.
Qualifying
A series of inter-related steps that describes the sales process.
Sales Cycle
The sales technique that requires skilled sales professionals to adapt the steps of the sales cycle appropriately to both satisfy the customer’s needs and keep the process moving toward a buying decision.
Situational Selling
The technique of asking questions like “How does that sound?” or “Will that work for you?” throughout the sales process in an attempt to gain your customers’ agreement and moving them closer to the close of the sale.
Trial Closing
Upgrading or converting the client to a more expensive or inclusive version of a product or service, for example, an outside rather than an inside cruise stateroom.
Upselling
The relationship between price paid and performance received or benefits perceived.
Value
Additional services or products that support or enhance the travel experience to make it more convenient for the customer.
Value-Added
A set of divergent aims, methods, and behaviors.
Conflict
Doing right things.
Effective
Doing things right.
Efficient
Statements of specific, measurable results to be achieved in accomplishing the objectives.
Goals
One who influences others to achieve a vision.
Leader
The reason or purpose why an organization, department, or project team exists.
Mission
A supportive system of sharing information and services among people and groups with common interests.
Network
A structured approach, without much discussion, that narrows a list of options, resulting in the selection of one or more choices.
Nominal Voting Technique
Broad statements of a desired future condition based on what needs to be achieved.
Objectives
An analysis tool used for separating the few significant factors from the insignificant many.
Pareto Chart
Descriptions of specific tasks required to accomplish goals.
Strategies
The interaction of two or more people or teams so that their combined results are greater than the sum of their individual efforts.
Synergy
Work assigned or taken on as part of one’s responsibilities.
Tasks
Any group that is committed and organized to work together to achieve a common purpose.
Team
The general direction in which something tends to move.
Trend
A deeply held set of beliefs that guide organizational behavior.
Values
Listening that occurs when a person takes the responsibility to understand something, without any prejudgment, by inviting the communication to continue.
Active Listening
The way people act.
Behaviors
Time that is under your control and is needed to work on important goals.
Discretionary Time
Describes a person who is doing things right.
Efficient
Describes a person who is doing the right things.
Effective
Planning, organizing, directing, and following up.
Functions of Management
Occurs when the sender and receiver of a message have a common understanding of the message sent.
Good Communication
States that 80 percent of the work gets done in 20 percent of the time.
Pareto Principle
States that work expands to fill the time available for its accomplishment.
Parkinson’s Law
A predetermined course of action.
Planning
Deciding when to do things.
Scheduling
Playing back, in your own words, all the major points that have been covered.
Summarizing
A category of travel that consists of a group of people who share a common hobby, interest, or activity, or who are united through regular participation in shared outings. Often it is treated as a subcategory of leisure travel.
Affinity Group Travel
A person whose life is centered on varied interests. There people are outgoing, confident, and curious. Also sometimes called a venturer.
Allocentric
A category of travel that consists of travel services provided to a business for an employee who is traveling to conduct the business of the firm.
Business Travel
The science of understanding why people make buying decisions.
Buyer Psychology
A method of classification or grouping people with similar characteristics together. Demographic measurements include age, sex, income, and employment.
Demographics
Travel that is undertaken because the traveler chooses to do so.
Discretionary Travel
Travel that is undertaken by travel counselors to learn about a destination or travel product.
Familiarization Trips
Travel offered by companies in order to reward employees for their accomplishments.
Incentive Travel
Travel bought by individuals or groups for pleasure.
Leisure Travel
Travel that is undertaken to attend an organized event or meeting.
Meeting Travel
A person who travels in order to break from the routine, and to strike a healthy balance between work and play.
Mid-Centric
Travel in which the traveler has no choice about dates or destination.
Non-Discretionary Travel
A person whose thoughts are centered on the small, everyday problems of the self. This type of person is inhibited and unadventurous, and values familiarity and comfort in travel. Also sometimes called a dependable or an authentic.
Psychocentric
A method of classification or grouping people with similar characteristics together. Psychographic characteristics include values, beliefs, and lifestyle.
Psychographics
The bank with the relationship with the merchant. The bank acquires—or accumulates—the credit card purchase slips for processing into the payment system.
Acquiring Bank
An additional security feature that indicates that the person presenting the card also knows personal information about the cardholder, such as the home billing address for that card.
Address Verification System (AVS)
A list provided by a company detailing the employees who are approved to travel using the company’s payment arrangements.
Approved-to-Travel List
The last copy of an airline ticket.
Auditor’s Coupon
The indication from the credit card company that the card is in good standing and has not been reported stolen and that the amount is not over the credit limit.
Authorization Code
A three-digit security number in italics is imprinted in the signature panel for MasterCard, VISA and Discover. The American Express card number is printed on the face of the card and contains four digits. It is generated with a mathematical algorithm to match only the account number of that card. When someone is able to give this number, it proves that he or she has the card in hand.
Card Validation Code
An amount that is charged back through the system to the merchant. Generally, the bank notifies the merchant with a debit memo, which deducts the amount of the transaction from the merchant’s account.
Chargeback
The computer system used to make reservations; either the general system used for airlines or a particular system used by the agency.
Computer Reservation System (CRS)
A plastic card issued by a bank or credit card company to its client with an account number specific to that client. The bank or credit card company promises to pay for the purchases made by the client with that card, provided the merchant verifies that the card is in good standing.
Credit Card
Associations (such as MasterCard and VISA) comprising all member banks (both acquiring and issuing banks). The association authorizes, clears, and settles credit card transactions. The association also is responsible for supporting the card trademarks, including legal, marketing, security, technical, and administrative efforts.
Credit Card Associations
A document that reverses a charge made by a client.
Credit Voucher
A global standard in which credit cards carry computer chips that cut down on counterfeiting.
EMV
An act or statement that attempts to deceive, trick, or cheat.
Fraud
The bank with the relationship with the customer. It “fronts” money for purchases immediately back to the acquiring bank and then to the merchant, and subsequently collects the money from the customer.
Issuing Bank
The acquiring and issuing banks involved in credit card associations.
Member Banks
A number punched into the system when a debit card is presented for payment to prove that the person using the card is the rightful cardholder.
Personal Identification Number (PIN)
An electronic terminal connected via modem to the credit card association; used most often in retail establishments to obtain authorizations.
Point-of-Sale Terminal (POS)
The person listed on the account as allowed to make purchases with that credit card.
Rightful Cardholder
A report made to the credit card companies, generally weekly, about that week’s credit card transactions.
Sales Report
