Customer Service

State two reasons why it is important to maintain a good personal appearance whilst working in the travel and tourism industry

• Image of the company

• Return customers

• Personal Image

• More money

State three examples of creating a positive image of the organisation to customers.

• Value for money

• Professionalism

• Quality

• Good Customer Service

What is the meaning of the term ‘active listening’?

• Showing an interest in the person talking

• Positive facial gestures and body language

• Rolling eyes

• No facial gestures

Name three emotions customers may display when complaining?

• Anger

• Smiling

• Abusive

• Excitement

Why is it important to provide consistent customer service?

• Customers return

• Maintain Customer Standards

• Pay rise

• Company image

State two ways in which using a Gazetteer can help customers decide whether or not a holiday meets their needs.

• Gives an unbiased opinion

• Accurate information on location

• Good Price

• Good location

State two examples of objections that a customer may make during a sale

What is meant by the term ‘supplier’ in the travel and tourism industry?

• Tour Operator

• Airlines

Briefly explain what is meant by a ‘customer want’.

• What they would like

• What they must have

• Fair Price

• Good deal

Name the legislation that seeks to ensure equality for all customers.

• Equality Act 2020

• Equality Act 2019

• Equality Act 2012

• Equality Act 2010