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.
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.
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:
b) Describe each of the given airline terms:
• Time differences
• Hub airport
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. 
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?
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.
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.
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.