CHAPTER 4: TRAVELERS AND
TOURISM EXAM QUESTIONS AND
ANSWERS
Tourism Services - ANSWER-what the tourism industry heavily relies on: the delivery
of quality customer service; we are selling experiences
Two Definitions of Service: - ANSWER-1. Services are actions; goods are material
objects
2. Often accompanied by facilitating goods which support the service
Serving Traveler Needs - ANSWER-- travel necessitates a variety of needs
- goal of service suppliers is reaching, serving, and satisfying travelers
- to attract business, tourism suppliers must provide prospective customers with info
on which they will base tourism choice decisions
- many alternative ways to provide info and services
What did Thomas Cook do? - ANSWER-Credited with being the first tourism
intermediary, packaging tourism services and then selling the package to tourists
Distribution Channels - ANSWER-One-level: service provider to customer
Two-level: service provider to travel agent (retailer, etc) to customer
Three-Level: service provider to tour operator (whole saler) to travel agent (retailer)
to customer
What do intermediaries do? - ANSWER-Make information and services widely
available cost-effectively; perform a variety of value-added functions
What value-added functions do intermediaries perform? - ANSWER-- provide info
about types and availability of services
- make reservations and other travel arrangements
- prepare tickets
- encourage repeat use of supplier channels
- contact current and potential customers
- reduce cost of acquiring new customers
- assemble services
- bear financial risk by buying services in bulk for resale to individuals/groups
- market excess inventories
- provide extensive marketing data
More about intermediaries! - ANSWER-- frequently paid on commission (earn a
percentage of service price)
- service fee to compensate for the demise commissions
- roles of intermediaries are changing with advancement of technology (does not
reduce the number of intermediaries; transforming into more complex networks)
, One-Level Distribution - ANSWER-no intermediary between supplier and company;
most tourism suppliers utilize one-level channels as well as others; internet is
increasing the diet availability of information and purchase
Two-Level Distribution - ANSWER-travel agents serve as intermediaries bringing
suppliers and consumers together; simplify the travel process for consumers; more
efficient and effective for both consumer and supplier
Example of intermediary: - ANSWER-- travel agent (simplifies process for
consumers; more efficient and effective for consumer and tourism supplier)
Travel Agencies - ANSWER-- one of the most popular forms of purchasing tourism
services
- changing from brick and mortar to online
- phenomenal growth and consolidation of online travel agencies (OTAs)
- Cruise lines work closely with travel agents (about 3/4 still book through agents;
complexity of cruise products)
- Internet and online agencies have forever changed the role of today's travel agent
- travel agents are increasingly expected to subject experts on destinations
Travel Agent Pre-Internet Role - ANSWER-- transactional focus
- process transactions and concentrate on travel logistics
- book air, lodging and car
- majority of compensation from suppliers through commissions
- little or no follow-up with clients
Travel Agent Post-Internet Role - ANSWER-- travel experience focus
- manage overall travel experience
- book air, car, and hotel
- majority of compensation from markups and service fees
Concierge Orientation:
- door-to-door delivery of sports equipment and luggage
- theater tickets
- restaurant reservations
- golf tee times
- spa treatments, etc
Four Questions to Ask a Travel Agent: - ANSWER-What are your qualifications?
What are your relationships with specific industry members?
What will you charge and what will I receive for your fee?
What are your contact details?
Advantages of Travel Agencies - ANSWER-- Improving service delivery through
cooperative systems
(agencies big and small use global distribution systems (GDSs) and via GDSs
agents have online information about schedules, availability, and fares, and allow
booking of some reservations and printing tickets)
- Agents may specialize by market segment (business travelers) or by supplier
(cruise lines)
TOURISM EXAM QUESTIONS AND
ANSWERS
Tourism Services - ANSWER-what the tourism industry heavily relies on: the delivery
of quality customer service; we are selling experiences
Two Definitions of Service: - ANSWER-1. Services are actions; goods are material
objects
2. Often accompanied by facilitating goods which support the service
Serving Traveler Needs - ANSWER-- travel necessitates a variety of needs
- goal of service suppliers is reaching, serving, and satisfying travelers
- to attract business, tourism suppliers must provide prospective customers with info
on which they will base tourism choice decisions
- many alternative ways to provide info and services
What did Thomas Cook do? - ANSWER-Credited with being the first tourism
intermediary, packaging tourism services and then selling the package to tourists
Distribution Channels - ANSWER-One-level: service provider to customer
Two-level: service provider to travel agent (retailer, etc) to customer
Three-Level: service provider to tour operator (whole saler) to travel agent (retailer)
to customer
What do intermediaries do? - ANSWER-Make information and services widely
available cost-effectively; perform a variety of value-added functions
What value-added functions do intermediaries perform? - ANSWER-- provide info
about types and availability of services
- make reservations and other travel arrangements
- prepare tickets
- encourage repeat use of supplier channels
- contact current and potential customers
- reduce cost of acquiring new customers
- assemble services
- bear financial risk by buying services in bulk for resale to individuals/groups
- market excess inventories
- provide extensive marketing data
More about intermediaries! - ANSWER-- frequently paid on commission (earn a
percentage of service price)
- service fee to compensate for the demise commissions
- roles of intermediaries are changing with advancement of technology (does not
reduce the number of intermediaries; transforming into more complex networks)
, One-Level Distribution - ANSWER-no intermediary between supplier and company;
most tourism suppliers utilize one-level channels as well as others; internet is
increasing the diet availability of information and purchase
Two-Level Distribution - ANSWER-travel agents serve as intermediaries bringing
suppliers and consumers together; simplify the travel process for consumers; more
efficient and effective for both consumer and supplier
Example of intermediary: - ANSWER-- travel agent (simplifies process for
consumers; more efficient and effective for consumer and tourism supplier)
Travel Agencies - ANSWER-- one of the most popular forms of purchasing tourism
services
- changing from brick and mortar to online
- phenomenal growth and consolidation of online travel agencies (OTAs)
- Cruise lines work closely with travel agents (about 3/4 still book through agents;
complexity of cruise products)
- Internet and online agencies have forever changed the role of today's travel agent
- travel agents are increasingly expected to subject experts on destinations
Travel Agent Pre-Internet Role - ANSWER-- transactional focus
- process transactions and concentrate on travel logistics
- book air, lodging and car
- majority of compensation from suppliers through commissions
- little or no follow-up with clients
Travel Agent Post-Internet Role - ANSWER-- travel experience focus
- manage overall travel experience
- book air, car, and hotel
- majority of compensation from markups and service fees
Concierge Orientation:
- door-to-door delivery of sports equipment and luggage
- theater tickets
- restaurant reservations
- golf tee times
- spa treatments, etc
Four Questions to Ask a Travel Agent: - ANSWER-What are your qualifications?
What are your relationships with specific industry members?
What will you charge and what will I receive for your fee?
What are your contact details?
Advantages of Travel Agencies - ANSWER-- Improving service delivery through
cooperative systems
(agencies big and small use global distribution systems (GDSs) and via GDSs
agents have online information about schedules, availability, and fares, and allow
booking of some reservations and printing tickets)
- Agents may specialize by market segment (business travelers) or by supplier
(cruise lines)
