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.
A repeat client calls to request a reservation in a hotel near a conference he is attending. From the client's history, the Reservation Sales Agent knows that the client has a dog that often travels with him. What should the Reservation Sales Agent consider before recommending a hotel?
Room availability in the vicinity.Number of walking trails near the hotel.Distance to the local boarding kennel.Pet services available in the hotel.
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 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.
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.
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 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 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.
To what does value quoting refer?
Identifying the advantages of products and services.Obtaining client product and service testimonials.Promoting product and service insurance benefits.Outlining product and service benefits versus cost.
A client has requested a reservation by e-mail. The Reservation Sales Agent confirms availability and sends an e-mail reply to the client. What information should the Reservation Sales Agent include in the reply?
Dates, times, and cost.Number on waitlist.Reservation cut-off times.Copy of the reservation.
What original information should be verified when changing a reservation?
Arrival and departure dates.Name of booking agent.Reservation number.Date of original booking.
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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