Reservation Sales Agent - Tourism HR Canada

What is the definition of tourism?

The industry that involves buying travel experiences for leisure, business and other purposes.

The travel trends and motivations that impact people's buying decisions in the travel marketplace.

The activities of people travelling to and staying in places outside their usual environment for not more than a year.

The business of providing leisure and recreation experiences for people in their local environment.

Correct! Wrong!

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.

Correct! Wrong!

A Reservation Sales Agent is respectful of others, maintains his personal appearance and is willing to help other employees after his work is done. Which one of the following characteristics is the Reservation Sales Agent displaying?

Professionalism.

Positive work ethic.

Effective communication.

Time management skills.

Correct! Wrong!

What is a Reservation Sales Agent demonstrating when she participates in certification programs and in-house training?

Dedication to professionalism.

Adherence to policy.

Ability to effectively manage time.

Commitment to teamwork.

Correct! Wrong!

To manage time effectively, a Reservation Sales Agent must determine the tasks that need to be completed and the deadline for each task. What else should a Reservation Sales Agent consider when managing time?

Tasks that can be completed during slow times.

Current product or service availability.

Resources available to complete tasks.

Team member work schedules.

Correct! Wrong!

How can non-verbal communication affect a verbal message?

Helps listener determine meaning.

Enhances listener's experience.

Validates speaker's knowledge.

Determines formality of message.

Correct! Wrong!

A client complains that the hotel his family stayed in was unclean and noisy. He also complains that the car he rented was uncomfortable and had poor gas mileage. Overall, he stated he was unsatisfied with the trip the Reservation Sales Agent planned for his family. What is likely the reason the client is complaining?

He is stressed about the cost of the trip.

There was a disruption of service.

The client's principle was violated.

The hotel and car were poor quality.

Correct! Wrong!

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.

Correct! Wrong!

What is one reason why a repeat client may quickly complain?

A previous complaint was resolved quickly and to her satisfaction.

Client believes the staff is treating her differently than other clients.

The staff encourages complaints by listening to the client.

The client feels the company can improve if they know about problems.

Correct! Wrong!

While working with a client complaint, a Reservation Sales Agent realizes that the client thought she was going to receive a service that was discontinued a month earlier. What helped the Reservation Sales Agent to make this realization?

Acknowledging the client complaint.

Empathizing with the client's feelings.

Obtaining details about the client's expectations.

Remaining impartial and taking the complaint seriously.

Correct! Wrong!

Which one of the following product and service details should be known by a Reservation Sales Agent?

Company locations and addresses.

Website content and current marketing strategies.

Local business and attractions information.

Special affiliations and availability.

Correct! Wrong!

What is the purpose of up-selling and top-down selling?

Increase client purchase.

Develop client rapport and trust.

Offer complementary products.

Correct! Wrong!

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.

Correct! Wrong!

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.

Correct! Wrong!

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.

Correct! Wrong!

The shift supervisor instructs a Reservation Sales Agent to view the company’s website. What is the importance of this request?

To become familiar with information technology.

To keep current with products and services.

To review mission statement and company earnings.

To encourage clients to make on-line reservations.

Correct! Wrong!

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.

Correct! Wrong!

A client is offered the highest level of service available. The client refuses the offer. The next lower level of service available is then offered. What sales method is being utilized?

Cross-selling.

Down-selling.

Top-down.

High-low.

Correct! Wrong!

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.

Correct! Wrong!

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.

Correct! Wrong!

What original information should be verified when changing a reservation?

Arrival and departure dates.

Name of booking agent.

Reservation number.

Date of original booking.

Correct! Wrong!

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.

Correct! Wrong!

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.

Correct! Wrong!