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Test your basic knowledge |
Travel Business 101
Start Test
Study First
Subjects
:
hospitality
,
industries
,
business-skills
Instructions:
Answer 50 questions in 15 minutes.
If you are not ready to take this test, you can
study here
.
Match each statement with the correct term.
Don't refresh. All questions and answers are randomly picked and ordered every time you load a test.
This is a study tool. The 3 wrong answers for each question are randomly chosen from answers to other questions. So, you might find at times the answers obvious, but you will see it re-enforces your understanding as you take the test each time.
1. $5000 Per person max - (Single event Total 5 Million) - additional 2 Million set aside for travellers who are stranded
Max amount a person can claim for?
Cheque Requisition
How many time should phone ring before asnwering
3 Steps to Handling Angry Customers
2. Presentation of fact made in person - electronically - or in print to introduce someone to the act or enter into a contract - written or oral
Representations
Financing
Vouchers
Payment in FUll usually due
3. Pens - calculator - msg pad - extension directory - calendar - order forms/booking
Items in Message Kit
registration system
Cheque Requisition
Accountant
4. Say GOODBYE - wiat for THEM to hang up
Posting of security
Photos on Ads - Rules
Before hanging up...
PIPEDA: Limit Collection
5. As host - arrive at restaurant at least 10 minutes early - As host - always offer the client the preferred seat - Select silverware from the outside in - Wait until all guests are served before you start eating - If you must leave table - place napki
Restaurant Etiquette
Rebate
Account
Holiday Season Etiquette
6. Person who acquired the rights to travel services for the purpose of RESALE
Cubicle Etiquette
Gross
Holiday Season Etiquette
Wholesaler
7. Inform clients of policies for management of personal info - make the policies EASILY Available an easy to understand for clients and staff
PIPEDA: Be Open
Information to be disclosed to client PRIOR to sale to client
Payable
Shared Equip. Etiquette
8. Mimic speech patter - mimic tone - use customers own language - repeat their words to verify
6 mechanisms to protect clients
PIPEDA: Give Individuals Access
How to develop trust and rapport with customer
Gross
9. Inform clients of use of information when its being used - allow clients to access their own information - correct information for accuracy - provide copies of the info if the client requesrs it unless theres a reason by the act to not provide access
Tangible
Registrar
Shared Equip. Etiquette
PIPEDA: Give Individuals Access
10. Agency and counsellor informaiton - customer identification - payment details - travel services details
Who must get TICO
Invoicing Requirements
6 mechanisms to protect clients
Registrar
11. Anyone who sells travel services or provides travel advice on behalf of reg'd ontario agency
Who must get TICO
E-Mail/Computer Etiq.
Invoicing Requirements
PIPEDA: Obtain Consent
12. Must have statement about price - must be clear - comprehensible - prominent - price must reflect total amount or clearly include taxes - comments about conditions which may affect of limit price offered - CAN show a price RANGE but must have both en
Information to be disclosed to client PRIOR to sale to client
Guidelines for Advertising travel services
When are documents provided for services
Profit & Loss Statement
13. 45 days in advance (package holiday)
Payment in FUll usually due
Guidelines for Advertising travel services
PIPEDA: Obtain Consent
Information to be disclosed to client PRIOR to sale to client
14. Given whenever payment of any kind is made - itemizes details of booking - (invoice)
Receipt
Major Regulatory Bodies in Canada (Conferences)
fixed expenses
Financial Statement
15. Must have certain knowledge and expertise
Supervision/Educational Req
Five telephone offences
Wholesaler
Photos on Ads - Rules
16. Minimize possibilty of incorrect info when making a decision about the client or when disclosing info
Booking form
fixed expenses
Default
PIPEDA: Be Accurate
17. Association fo Cndn Travel Agencies - non profit - represents retail travel sector
Cubicle Etiquette
Information to be disclosed to client PRIOR to sale to client
6 mechanisms to protect clients
ACTA
18. Pre paid and guaranteed (2 types) - form used to authenticate details of clients reservation - prepaid - already paid thru agent - confirmation - a booking that will be paid LOCALLY - Airport Exchange voucher - given to tour guide from clients as pro
Non-Registrant
All Written Representations must include
Vouchers
Major Regulatory Bodies in Canada (Conferences)
19. 1 Let them vent - 2 Get the facts - 3 Apologize and fix it
What is NOT covered by FUND?
Representations
Non-Registrant
3 Steps to Handling Angry Customers
20. Extend a confident handshake and make eye contact - Basic introduction - mention name of higher status person first - Use their last name until invited to do otherwise - Never arrive too early - makes it awkward
Cheque Requisition
First Impression/Meeting Etiquette
Representations
Photos on Ads - Rules
21. Ontairo - Quebec - BC
First Impression/Meeting Etiquette
Provinces with Travel Protection
Holiday Season Etiquette
credit
22. Has to be a defined procedure - develop and easy accessible complaint procedure - inform those who complain how you will recourse
Default
Major Regulatory Bodies in Canada (Conferences)
Five Forbiddon Phrases
PIPEDA: Provide Recourse
23. Identify self - be friendly - gret - ask how to help
Vouchers
Cheque Requisition
How must you verify the Wholesaler documents
Elements of greeting
24. Whenever a payment is made
When must an invoice be provided
Photos on Ads - Rules
Asset
credit
25. Travel agent or wholesaler who is reg'd under TIA
7 Main Online Agencies
Asset
Registrant
Payable
26. Org. or individual that sells travel services but isn't reg'd in ontario
Guidlines for Brochures
Invoicing Requirements
Supervision/Educational Req
Non-Registrant
27. Decrease in value thru age - wear or deterioration
When are documents provided for services
What is NOT covered by FUND?
PIPEDA: Identify the Purpose
Depreciation
28. I don't know - I can't do that - Hang on a second - You have to... - NO (at start of sentence)
How to develop trust and rapport with customer
Restaurant Etiquette
Tangible
Five Forbiddon Phrases
29. Bookkeeping transaction that makes asset acc't smaller and liability acc't larger
Purpose of Travel Compensation Fund
credit
Rebate
Operating costs
30. Agency counsellor id - tico reg number - address - name - alternation phone - postal code - fax/email - customer id - complete address - phone - postal - name - travel service details - where - what hotel - what airline - what price includes - See **
Registrant
Debit
Outside sales rep
Inclusions on Travel Agency Invoice/Recipet
31. Costs that don't vary
Depreciation
Accounts receivable
PIPEDA: Be Open
fixed expenses
32. Be Accountable - Identify the Purpose - Obtain Consent - Limit Collection - Limit Use - Disclosure and Retention - Be Accurate - Use Appropriate Safeguards - Be Open - Give Individuals Access - Provide Recourse
credit
Guidelines for Advertising travel services
10 Principles of Pipeda
PIPEDA: Be Accountable
33. Use by agency chains to forward payment to non-BSP supplier
Before hanging up...
WRA - Wholesaler Remittance - DBA - Deposit Balance Advice
Override
credit
34. 2-3 rings
Items in Message Kit
Vouchers
How many time should phone ring before asnwering
Holiday Season Etiquette
35. Identify why personal info is needed - how it is used - document why it is collecte - EVERY item (ie. date of birth) - Inform clients why its needed - get consent when using information for NEW purposes.
Income Statement
First Impression/Meeting Etiquette
PIPEDA: Identify the Purpose
Supervision/Educational Req
36. Use info only as needed for purpose Which it was collected - unless authorized to by the Act - keep personal info only as long as necessary for the PURPOSe it was collected for - destroy information no longer required for its purpose or legal require
Co-Signer
Compensation Fund
PIPEDA: Limit Use - Disclosure and Retention
Restaurant Etiquette
37. Protect consumers who purchase services form Ontario reg'd retailers - no matter where they live -
Purpose of Travel Compensation Fund
How to develop trust and rapport with customer
Wholesaler
Restaurant Etiquette
38. Informs clients in a meaningful way of the purposes for collection/disclosure of info - obtain their consent before or at time of collection as well as when there is a new use
PIPEDA: Be Accountable
PIPEDA: Obtain Consent
Asset
Debit
39. Record of business transactions - company lets you buy now and pay later has set up account for you
Capital
registration system
Tangible
Account
40. Docs that portray your financial situation - 2 major ones are the 'income statement' an the 'balance sheet'
Capital
Profit & Loss Statement
Financial Statement
Differences between Mega Agency - Consortia - and Franchise
41. PERSONAL resources
PIPEDA: Limit Collection
When are documents provided for services
Equity Capital
How many time should phone ring before asnwering
42. Total value of assets that you have avail. to invest in your business initially
Depreciation
Capital
Accounts receivable
WRA - Wholesaler Remittance - DBA - Deposit Balance Advice
43. Ready and waiting to be paid
Net
Payable
Wholesaler
Override
44. Recognize an invisible door exists - Don't interrupt someone on the phone with 'sign language' - Be aware of how your voice projects - Don't use your speaker phone - Don't discuss confidential matters (or gossip!) - Minimize personal phone calls - Re
Income Statement
Purpose of Travel Compensation Fund
Major Regulatory Bodies in Canada (Conferences)
Cubicle Etiquette
45. Total before deductions
Shared Equip. Etiquette
Receipt
Bad debt
Gross
46. Cash return afterwards given to consumer from agency b/c of revenue they've generated
How many time should phone ring before asnwering
Rebate
Operating costs
Net
47. Cworks form a location other than reg'd office or agency
Outside sales rep
Shared Equip. Etiquette
Asset
Budget
48. Obtaining money resources - seek this to begin or expand business
Financing
PIPEDA: Limit Use - Disclosure and Retention
What is covered by FUND?
fixed expenses
49. Insurance - term/conditions - cancellation - change policies - entry may be denied - entry req - political unrest - conditions that may affect decision - total price - travel dates - accurate description
Supervision/Educational Req
First Impression/Meeting Etiquette
Information to be disclosed to client PRIOR to sale to client
How many time should phone ring before asnwering
50. Comply with 10 principles - pick someone to be responsible for your org's compliance - protect clients information or that Which is transferred to third parties - develop policies on how you support the intent of the Act. (How you plan to protect inf
Cubicle Etiquette
Guidelines for Advertising travel services
PIPEDA: Be Accountable
How to develop trust and rapport with customer