Travel & Tourism unit 204

When your customer arrives what should your actions be?

• Continue working on what you are doing.

• Go and make a hot drink.

• Approach the customer and welcome them to your store.

• Ignore the customer.

When you are working at your travel agents, your dress code should be.....

• Jeans, T-shirt, flip-flops

• Jogging suit and trainers

• PJ's and slippers.

• Office wear, smartly dressed.

Your clothing should be....

• In need of a wash

• Clean, freshly pressed and clean shoes

• It doesn't matter what they look like.

• Ripped, and stained.

Your personal hygiene must be....

• Clean, freshly showered and tidy hair

• Your hair might be greasy, but nobody cares.

• You might need a shower but you can have one after work.

• Just spray yourself and have eat a mint to cover your aroma.

Your body posture should be....

• Slouched

• Upright

• Hunched over your PC.

• Leaning back, casually on your chair.

You can demonstrate positive body gestures by......

• Yawning

• Pointing

• Arms folded.

• Open arms, palms up.

Positive gestures include....

• Using your phone in front of the customer

• Smile at customer when appropriate

• Slumping in your chair.

• No eye contact.

When dealing with a customer it is important to......

• Not look at the customer throughout.

• Stare at the customer at all times.

• Pick your nose.

• Make suitable eye contact with customer

When dealing with a customer it is important to......

• Not speak to them, they will tell you what they want.

• Initiate conversation with the customer

• Listen to what is going on around them in case a better customer is in the shop.

• Pass the customer to someone else if it is near to your lunch break and they are taking to long.

When speaking to the customer you must not.......

• Use an appropriate tone of voice at all times

• Listen to what it is your customer wants and take notes.

• Act in a professional manner at all times

• Use slang and inappropriate language