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 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.
While working with a client complaint, a Reservation Sales Agent realizes that the client thought she was going to receive a service that was discontinued a month earlier. What helped the Reservation Sales Agent to make this realization?
Acknowledging the client complaint.Empathizing with the client's feelings.Obtaining details about the client's expectations.Remaining impartial and taking the complaint seriously.
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.
What is the purpose of up-selling and top-down selling?
Increase client purchase.Develop client rapport and trust.Offer complementary products.Recognize client in specific ways.
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.
What original information should be verified when changing a reservation?
Arrival and departure dates.Name of booking agent.Reservation number.Date of original booking.
To manage time effectively, a Reservation Sales Agent must determine the tasks that need to be completed and the deadline for each task. What else should a Reservation Sales Agent consider when managing time?
Tasks that can be completed during slow times.Current product or service availability.Resources available to complete tasks.Team member work schedules.
What information should an Reservation Sales Agent record when a client changes or cancels a reservation?
The method of payment that was used for the original reservation.Details of why the reservation was cancelled or changed.The length of time between the original booking and revision.Name of the person responsible for changing the reservation.
What type of information is considered when determining a rate for a client wishing to book a group reservation?
Availability of product.Rate category.Policy requirements.Arrival date.
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.
When booking a reservation, how can a Reservation Sales Agent maintain rapport with the client?
Review details of booking and quote rates.Provide personal recommendation to client.Use clients’ name during the conversation.Offer cancellation insurance.
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