Question 1: Explain and describe each of the ten elements of market research a tour operator carries out when researching and planning a group tour.
Question 2:
a) Describe the sales procedure and recognize the skills required to make sure customer satisfaction for each of the given methods within a travel agency:
• Identifying client need
• Closing the sale
• After-sales service
b) Explain in detail the four components of the time management skill cycle.
Question 3:
a) It is significant to understand the terminology for various types of passport in order to give correct information to the client. Describe and state each of the given passport terms:
• Citizen
• National
• Alien
• Non-immigrant
• Tourist
b) Describe each of the given airline terms:
• Time differences
• Stop-over
• IDL
• Hub airport
• GMT
Question 4:
a) List and explain six main fixed costs and sic main variable costs as part of travel agency day -to-day expenses, regardless of income.
b) Explain the reasons why all ABTA members are required to post a bond. [8]
Question 5:
a) List and explain ten main areas of cover included in a standard travel insurance policy.
b) What is your understanding of the term exclusion clause?
Question 6:
a) Describe and state the six factors which will affect the cost of a cruise fare.
b) Explain four cruise routes in the northern and fur routes in the southern hemisphere.
Question 7:
a) Explain six factors that have affected the increased popularity of the short-break market.
b) Give a list of ten special-interest holiday markets matched with suitable destinations and socio-demographic target markets for each.
Question 8:
a) List and explain the actions of the travel consultant in the event of a customer’s complaint on return from holiday.
b) Outline the key information and documentation needed from the client in the event of arbitration following an unresolved complaint.