A client complains that the hotel his family stayed in was unclean and noisy. He also complains that the car he rented was uncomfortable and had poor gas mileage. Overall, he stated he was unsatisfied with the trip the Reservation Sales Agent planned for his family. What is likely the reason the client is complaining?
He is stressed about the cost of the trip.There was a disruption of service.The client's principle was violated.The hotel and car were poor quality.
Which one of the following product and service details should be known by a Reservation Sales Agent?
Company locations and addresses.Website content and current marketing strategies.Local business and attractions information.Special affiliations and availability.
Why is it important to recognize every contact as a potential sale?
Ensures rapport is built with every caller.Fulfills client need for recognition.Generates opportunity to increase revenue.Promotes interest in company products.
What is a Reservation Sales Agent demonstrating when she participates in certification programs and in-house training?
Dedication to professionalism.Adherence to policy.Ability to effectively manage time.Commitment to teamwork.
What original information should be verified when changing a reservation?
Arrival and departure dates.Name of booking agent.Reservation number.Date of original booking.
What is one reason why a repeat client may quickly complain?
A previous complaint was resolved quickly and to her satisfaction.Client believes the staff is treating her differently than other clients.The staff encourages complaints by listening to the client.The client feels the company can improve if they know about problems.
A Reservation Sales Agent handled a client complaint a few days ago. The same client has called the Reservation Sales Agent again and, when the product that he wanted was unavailable, he asked to speak to the Reservation Sales Agent’s supervisor. The client told the supervisor that the Reservation Sales Agent was being unhelpful and that the Reservation Sales Agent should be fired. What is likely the problem?
The client feels that the first complaint was not handled well or in his favour.The client’s expectations were not met when the product was unavailable.The client has a low opinion of Reservation Sales Agents.The Reservation Sales Agent took the first complaint personally.
How can non-verbal communication affect a verbal message?
Helps listener determine meaning.Enhances listener's experience.Validates speaker's knowledge.Determines formality of message.
What is a Reservation Sales Agent doing when she informs her clients about the laws that affect how a product is used?
Applying legislation.Determining client's needs.Up-selling damage waivers.Ensuring IATA guidelines are met.
What is the definition of tourism?
The industry that involves buying travel experiences for leisure, business and other purposes.The travel trends and motivations that impact people's buying decisions in the travel marketplace.The activities of people travelling to and staying in places outside their usual environment for not more than a year.The business of providing leisure and recreation experiences for people in their local environment.
A client is offered the highest level of service available. The client refuses the offer. The next lower level of service available is then offered. What sales method is being utilized?
Why is it important to verify why a refund is being requested?
Ensures the client is not committing fraud.Helps company to spot potential problems.Ensures accurate information is recorded in logbook.Demonstrates that refunds are not given easily.
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