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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. Record of What is owed to you - credit accounts
Accounts receivable
Capital
PIPEDA: Use Appropriate Safeguards
3 Steps to Handling Angry Customers
2. 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
fixed expenses
Restaurant Etiquette
Non-Registrant
First Impression/Meeting Etiquette
3. Always include a subject heading - Provide sufficient detail (ie. contact info) - Address the receiver by name in the opening sentence - Address the receiver by name in the opening sentence - Keep your message concise - Check your email at least once
E-Mail/Computer Etiq.
registration system
Non-Registrant
3 Steps to Handling Angry Customers
4. I don't know - I can't do that - Hang on a second - You have to... - NO (at start of sentence)
Non-Registrant
Truth in Advertising
When must an invoice be provided
Five Forbiddon Phrases
5. PERSONAL resources
Before hanging up...
Truth in Advertising
Equity Capital
Co-Signer
6. Money owerd to you that you can't collect
Non-Registrant
Bad debt
Financing
Registrant
7. Inform clients of policies for management of personal info - make the policies EASILY Available an easy to understand for clients and staff
Budget
7 Main Online Agencies
PIPEDA: Be Open
Cheque Requisition
8. Presentation of fact made in person - electronically - or in print to introduce someone to the act or enter into a contract - written or oral
fixed expenses
Representations
Guidelines for Advertising travel services
7 Main Online Agencies
9. 1 Let them vent - 2 Get the facts - 3 Apologize and fix it
3 Steps to Handling Angry Customers
Rebate
Depreciation
Provinces with Travel Protection
10. Costs that don't vary
PIPEDA: Limit Use - Disclosure and Retention
fixed expenses
Accountant
Inclusions on Travel Agency Invoice/Recipet
11. Expenditures arising out of current business activities ie. salaries - electriity
Tangible
Receipt
Equity Capital
Operating costs
12. Mimic speech patter - mimic tone - use customers own language - repeat their words to verify
How to develop trust and rapport with customer
PIPEDA: Limit Collection
Holiday Season Etiquette
Compensation Fund
13. 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
Debt
Five telephone offences
10 Principles of Pipeda
Operating costs
14. Anythign of worth that is owned
Asset
Invoicing Requirements
Compensation Fund
When must an invoice be provided
15. Orbitz (founded by airlines) - Expedia (by microsoft) - Priceline (online from 1998) - Uniglobe (opened in 1996 online) - Travelocity (powered by Sabre) - iTravel2000 (made online in 1994)
Information to be disclosed to client PRIOR to sale to client
Debt
Asset
7 Main Online Agencies
16. Say GOODBYE - wiat for THEM to hang up
7 Main Online Agencies
Before hanging up...
Outside sales rep
Travel Agent
17. Decrease in value thru age - wear or deterioration
Truth in Advertising
registration system
When are documents provided for services
Depreciation
18. Mandatory with TICO - cannot open doors unless have TICO reg.
registration system
Restaurant Etiquette
Balance sheet
When must an invoice be provided
19. Person who acquired the rights to travel services for the purpose of RESALE
Accounts receivable
Information to be disclosed to client PRIOR to sale to client
Wholesaler
Accountant
20. 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
Tangible
Photos on Ads - Rules
Cubicle Etiquette
PIPEDA: Be Open
21. Service paid for 21 days in advance - wholesaler must forward documents - Agent must go over and check all documents and wholesaler cannot refuse to provide a service if the customer has paid agent already - Check for price increases -- no more than
credit
Accountant
What is NOT covered by FUND?
How must you verify the Wholesaler documents
22. 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
Co-Signer
Guidelines for Advertising travel services
Accountant
Holiday Season Etiquette
23. Trained professional who is skilled at keeping business records
PIPEDA: Limit Collection
Guidelines for Advertising travel services
PIPEDA: Identify the Purpose
Accountant
24. Alternate - replacement products - services available but not received - (ie. cancel res - insurance premiums - won free trip but company didn't give it to you - counseling fees)
Equity Capital
What is NOT covered by FUND?
Capital
Co-Signer
25. Must say artist render if a drawing - must be up to date and accurate
Photos on Ads - Rules
PIPEDA: Give Individuals Access
PIPEDA: Limit Collection
How must you verify the Wholesaler documents
26. Plan expressed in terms of money
All Written Representations must include
PIPEDA: Provide Recourse
Budget
Information to be disclosed to client PRIOR to sale to client
27. Non-support statement - 'Can I take a message' - Incorrect screening - The Bureaucratic Bounce - No Answer
Cubicle Etiquette
Items in Message Kit
Five telephone offences
How many time should phone ring before asnwering
28. Protect personal info against loss or theft - how you will Prevent thefts - etc - Safeguard info from unauthorized access - how you will keep it safe.
Guidelines for Advertising travel services
Provinces with Travel Protection
PIPEDA: Use Appropriate Safeguards
Who must get TICO
29. Total value of assets that you have avail. to invest in your business initially
How to develop trust and rapport with customer
Capital
PIPEDA: Obtain Consent
Profit & Loss Statement
30. Business name - address - registration number
registration system
All Written Representations must include
First Impression/Meeting Etiquette
When must an invoice be provided
31. That Which is OWED (liabilities)
Trust Accounting
PIPEDA: Limit Use - Disclosure and Retention
Debt
Compensation Fund
32. Every agency pays into this by % to fund those needing to be compensated
Compensation Fund
Override
Accountant
fixed expenses
33. Deposit - final payment - accomm and transport. details - total price - cancellation terms and charges - availability of and cost of insurance - refund policy
PIPEDA: Identify the Purpose
3 Steps to Handling Angry Customers
Guidlines for Brochures
Balance sheet
34. Booking form - Receipt - Cheque Requisition - Vouchers (Prepaid - Confirmation - Airport Exchange)
Depreciation
Trust Accounting
List all industry FORMS
When must an invoice be provided
35. All details of reservation - made when booking is in process - ALWAYS completed - clear format
Registrant
PIPEDA: Be Accountable
Debit
Booking form
36. Internal agency form - only agent sees - used to initiate payment to a NON-BSP Supplier - only issued when client pays CASH - CHEQUE - DEBIT - you are paying supplier directly (Credit cards go directly from client to supplier) - (Otherwise - WRA or D
List all industry FORMS
Booking form
Guidelines for Advertising travel services
Cheque Requisition
37. Crucial business doc that shows what a business owns and owes as of date on document - assets on one side liabilities on the other
Operating costs
Balance sheet
Compensation Fund
Supervision/Educational Req
38. Whats left after deductions
Depreciation
Net
PIPEDA: Limit Use - Disclosure and Retention
What changes that might affect purchase must be told to client
39. Ontairo - Quebec - BC
Capital
Provinces with Travel Protection
Bad debt
PIPEDA: Give Individuals Access
40. Docs that portray your financial situation - 2 major ones are the 'income statement' an the 'balance sheet'
Capital
How must you verify the Wholesaler documents
Financial Statement
Accountant
41. Bookkeeping transaction that makes asset acc't smaller and liability acc't larger
PIPEDA: Limit Use - Disclosure and Retention
credit
Posting of security
Information to be disclosed to client PRIOR to sale to client
42. Identify self - be friendly - gret - ask how to help
Co-Signer
Cheque Requisition
Elements of greeting
Income Statement
43. Sells to consumer - travel services provided by another person/company
7 Main Online Agencies
Travel Agent
PIPEDA: Obtain Consent
Payable
44. When making a number of photocopies - let a co-worker making a single copy go first - don't walk away when machine indicates a problem ie. toner or paper jam - clean up after yourself - don't take other people's food from the fridge
PIPEDA: Be Accurate
PIPEDA: Be Accountable
Shared Equip. Etiquette
What is covered by FUND?
45. 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
Balance sheet
Trust Accounting
PIPEDA: Give Individuals Access
Inclusions on Travel Agency Invoice/Recipet
46. ATAC (Air transpot assoc of canada) - IATA (international airline transport assoc) - CLIA (cruise line international assoc) - VIA Rail
WRA - Wholesaler Remittance - DBA - Deposit Balance Advice
Major Regulatory Bodies in Canada (Conferences)
Items in Message Kit
How must you verify the Wholesaler documents
47. Minimize possibilty of incorrect info when making a decision about the client or when disclosing info
Max amount a person can claim for?
Receipt
PIPEDA: Be Accurate
Payment in FUll usually due
48. Registration system - posting of security - compensation fund - trust account - truth in advertising - supervision/educational req (Also full disclosure of info before and after purchase - compensation fund assistance to those stranded abroad - and i
How must you verify the Wholesaler documents
Elements of greeting
Booking form
6 mechanisms to protect clients
49. Total before deductions
Equity Capital
Items in Message Kit
Debit
Gross
50. Obtaining money resources - seek this to begin or expand business
What is NOT covered by FUND?
Inclusions on Travel Agency Invoice/Recipet
Co-Signer
Financing