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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. Protect personal info against loss or theft - how you will Prevent thefts - etc - Safeguard info from unauthorized access - how you will keep it safe.
3 Steps to Handling Angry Customers
PIPEDA: Use Appropriate Safeguards
E-Mail/Computer Etiq.
Photos on Ads - Rules
2. Anyone who sells travel services or provides travel advice on behalf of reg'd ontario agency
Major Regulatory Bodies in Canada (Conferences)
Who must get TICO
Registrar
When must an invoice be provided
3. Cash return afterwards given to consumer from agency b/c of revenue they've generated
Depreciation
Shared Equip. Etiquette
Five Forbiddon Phrases
Rebate
4. Cworks form a location other than reg'd office or agency
PIPEDA: Be Open
Cubicle Etiquette
Outside sales rep
Operating costs
5. 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: Obtain Consent
Photos on Ads - Rules
3 Steps to Handling Angry Customers
Posting of security
6. Total value of assets that you have avail. to invest in your business initially
Receipt
Capital
Restaurant Etiquette
Equity Capital
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
Items in Message Kit
Non-Registrant
3 Steps to Handling Angry Customers
8. 2-3 rings
How many time should phone ring before asnwering
E-Mail/Computer Etiq.
PIPEDA: Provide Recourse
What is NOT covered by FUND?
9. Person who acquired the rights to travel services for the purpose of RESALE
PIPEDA: Provide Recourse
Payment in FUll usually due
Guidlines for Brochures
Wholesaler
10. Deposit - final payment - accomm and transport. details - total price - cancellation terms and charges - availability of and cost of insurance - refund policy
Guidlines for Brochures
6 mechanisms to protect clients
Budget
All Written Representations must include
11. Mimic speech patter - mimic tone - use customers own language - repeat their words to verify
How to develop trust and rapport with customer
Payment in FUll usually due
credit
Balance sheet
12. Say GOODBYE - wiat for THEM to hang up
Differences between Mega Agency - Consortia - and Franchise
Before hanging up...
Booking form
Registrar
13. All details of reservation - made when booking is in process - ALWAYS completed - clear format
Rebate
Booking form
Items in Message Kit
ACTA
14. 10 thousand dollars security deposit
Posting of security
Trust Accounting
Restaurant Etiquette
PIPEDA: Obtain Consent
15. Something that can be seen and evaluated
Difference between travel agency and traditional retail store
List all industry FORMS
How must you verify the Wholesaler documents
Tangible
16. Agency and counsellor informaiton - customer identification - payment details - travel services details
Financial Statement
List all industry FORMS
Trust Accounting
Invoicing Requirements
17. Failrure to pay debt or meet obligation
Shared Equip. Etiquette
Default
Budget
Cheque Requisition
18. 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 **
How many time should phone ring before asnwering
Restaurant Etiquette
Override
Inclusions on Travel Agency Invoice/Recipet
19. Franchise is privately owned and already have an identity that you buy into - Mega hae offices in many cities and act as a supermarket - Consortia are a group of independent agencies that formed to get the same benefits of megas
Booking form
PIPEDA: Limit Use - Disclosure and Retention
Differences between Mega Agency - Consortia - and Franchise
PIPEDA: Obtain Consent
20. Joing signer of loan agreement
Co-Signer
PIPEDA: Identify the Purpose
fixed expenses
Vouchers
21. 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
PIPEDA: Be Accountable
Cubicle Etiquette
Shared Equip. Etiquette
Depreciation
22. 1 Let them vent - 2 Get the facts - 3 Apologize and fix it
6 mechanisms to protect clients
3 Steps to Handling Angry Customers
ACTA
Capital
23. That Which is OWED (liabilities)
Debt
Restaurant Etiquette
Payable
Invoicing Requirements
24. Record of What is owed to you - credit accounts
Posting
Accounts receivable
Differences between Mega Agency - Consortia - and Franchise
PIPEDA: Identify the Purpose
25. Additional commision % paid when agent meets certain revenue
What is covered by FUND?
Guidelines for Advertising travel services
Override
PIPEDA: Limit Use - Disclosure and Retention
26. Docs that portray your financial situation - 2 major ones are the 'income statement' an the 'balance sheet'
Financial Statement
Registrar
Invoicing Requirements
Co-Signer
27. Shows how much money came in (revenue) and how much was paid out (expenses) - Revenue - Expenses = Profit
Depreciation
Income Statement
Accounts receivable
PIPEDA: Be Open
28. Can't make false or misleading statements
Major Regulatory Bodies in Canada (Conferences)
Truth in Advertising
Difference between travel agency and traditional retail store
Asset
29. Given whenever payment of any kind is made - itemizes details of booking - (invoice)
WRA - Wholesaler Remittance - DBA - Deposit Balance Advice
Operating costs
Max amount a person can claim for?
Receipt
30. Record of business transactions - company lets you buy now and pay later has set up account for you
Account
Provinces with Travel Protection
Equity Capital
How many time should phone ring before asnwering
31. Bankrupcy of registrant - failure of an airline or cruise end supplier
What is covered by FUND?
Five telephone offences
Provinces with Travel Protection
PIPEDA: Obtain Consent
32. 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
Supervision/Educational Req
What changes that might affect purchase must be told to client
PIPEDA: Be Accountable
Gross
33. Mandatory with TICO - cannot open doors unless have TICO reg.
registration system
List all industry FORMS
Net
Items in Message Kit
34. 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
Vouchers
Wholesaler
Asset
Equity Capital
35. 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
Provinces with Travel Protection
PIPEDA: Be Accountable
Financial Statement
Information to be disclosed to client PRIOR to sale to client
36. Use by agency chains to forward payment to non-BSP supplier
Representations
Five telephone offences
Truth in Advertising
WRA - Wholesaler Remittance - DBA - Deposit Balance Advice
37. 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
PIPEDA: Obtain Consent
Elements of greeting
credit
PIPEDA: Give Individuals Access
38. Be sensitive about your greeting ie. Happy Holidays - Don't over indulge at the Christmas party - Ask a colleague about gift protocol
Holiday Season Etiquette
Non-Registrant
Financial Statement
Income Statement
39. Once paid in full to agent - then the wholelsaler can send to agent - if paid for at least 21 days in advance - the wholesaler must forward at least 14 days prior to departure - Agent must verify all these docs first
Profit & Loss Statement
Budget
Truth in Advertising
When are documents provided for services
40. Obtaining money resources - seek this to begin or expand business
Cheque Requisition
Outside sales rep
Wholesaler
Financing
41. Do not deceive or mislead clients about reasons for collecting info - do not collect infomation indiscriminately
PIPEDA: Limit Collection
fixed expenses
Photos on Ads - Rules
Budget
42. 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
When must an invoice be provided
Payable
6 mechanisms to protect clients
Wholesaler
43. Has to be a defined procedure - develop and easy accessible complaint procedure - inform those who complain how you will recourse
Posting
PIPEDA: Provide Recourse
Registrant
Depreciation
44. 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
First Impression/Meeting Etiquette
Gross
Who must get TICO
Representations
45. List of the revenues and expenses for a business - also called 'Income Statement'
PIPEDA: Be Accurate
Profit & Loss Statement
How must you verify the Wholesaler documents
Outside sales rep
46. Booking form - Receipt - Cheque Requisition - Vouchers (Prepaid - Confirmation - Airport Exchange)
Elements of greeting
Max amount a person can claim for?
List all industry FORMS
Purpose of Travel Compensation Fund
47. 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
10 Principles of Pipeda
6 mechanisms to protect clients
Provinces with Travel Protection
Account
48. Travel agent or wholesaler who is reg'd under TIA
Registrant
credit
Truth in Advertising
Difference between travel agency and traditional retail store
49. Pens - calculator - msg pad - extension directory - calendar - order forms/booking
Accounts receivable
Items in Message Kit
Co-Signer
Posting
50. 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
Difference between travel agency and traditional retail store
Balance sheet
Information to be disclosed to client PRIOR to sale to client
Restaurant Etiquette