problem 1: describe and describe each of the ten elements of market research a tour operator carries out when researching and planning a group tour.

problem 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) describe in detail the four components of the time management skill cycle.

problem 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

problem 4:

a) List and describe six main fixed costs and sic main variable costs as part of travel agency day -to-day expenses, regardless of income.

b) describe the reasons why all ABTA members are required to post a bond. [8]

problem 5:

a) List and describe ten main areas of cover included in a standard travel insurance policy.

b) What is your understanding of the term exclusion clause?

problem 6:

a) Describe and state the six factors which will affect the cost of a cruise fare.

b) describe four cruise routes in the northern and fur routes in the southern hemisphere.

problem 7:

a) describe 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.

problem 8:

a) List and describe 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.