Ingles profesional para turismo Tema 3

1. In the travel and tourism industry, providing an excellent customer service is essential for: a. improving the incomes of the companies. b. having feedback. c. success and and having happy customers.

Regarding the difference between external and internal customers: External customers are those who purchase or use the organization’s products or services while internal customers are employees who rely on each other’s support to play their roles in an effective manner. External customers are those who purchase or use the organization’s products or services while internal customers are employees who rely on the managers’ directions and instructions. Internal customers are employees who rely on each other’s support to play their roles in an effective manner and external customers are those who associate with other companies to create other types of business.

People working in the tourism sector communicate: To share, provide and seek information but also to motivate customers. To share, provide information and motivate customers, but not to seek information. To provide, seek, share information.

Demographical factor such as marital status, gender and status never influence the type of service needed: True. False.

Seeking information involves: Gathering information and letting customers know verbally. Gathering information and letting customers know both verbally and written. Gathering information and writing messages to customers.

With the aim to create an effective communication. Active listening creates a better understanding of customer’s habits. Active listening shows respect and lack of confidence. Active listening allows for better understanding of customers’ needs and shows respect.

Regarding the impact of other facts influencing the active listening with customers: words make up about 20% of the impact, 20% for tone and pitch and 60% for body language. words make up about 10% of the impact, 30% for tone and pitch and 60% for body language. words make up about 20% of the impact, 50% for tone and pitch and 30% for body language.

Overcoming language barriers implies: Using gestures, symbols and clear speech to facilitate understanding with customers. Using your mother tongue to facilitate communication. Using gestures and a high-pitch voice to facilitate communication.

Mannerisms has to do with: Being aware of verbal tones to help your body language. Being aware of verbal habits or body language that may distract from effective communication. Being aware of language styles to create an effective communication.

Confidentiality and accuracy involves: Respecting customer confidentiality and sharing relevant information they must know. Respecting customer confidentiality and encouraging him to share private information. Respecting customer confidentiality by preventing them from discussing their information without a valid business reason.

Some key phrases for guiding and assisting tourists. Providing assistance and guidance, fostering relationships with guests and engaging in small talk. Providing assistance and guidance, fostering relationships with guests, addressing common inquiries and engaging in small talk. Providing assistance and guidance, fostering relationships with guests, addressing common inquiries and avoiding small talk.

Regarding the types of prices. Official/Full rate, Seasonal price and Last-minute price. Official/Full rate, Periodical price and Last-minute price. Official/Full rate, Seasonal price, Last-minute price and Single Price.

Gastronomic tasting and tram are examples of: food and drink and entertainment services, respectively. food and drink and transport services, respectively. transport service and food and drink services, respectively.

Cancellation policy means. the conditions under which a guest can cancel their reservation. the conditions under which a hotel manager can expel you from his hotel. the conditions for a customer to make a reservation.

Availability means: the status or number of rooms open for VIP guests. the status or number of rooms of your house. the status or number of rooms open for booking.

If you do the checkout at a hotel: You are arriving at a hotel to give your name and full details included in your booking. You are departing and settling any outstanding bills. You are departing and changing from one hotel to another.

“Are you looking for something in particular?” is: A way to provide assistance and guidance. A way to address common inquiries. A way to engage in small talk.

“You’re going the wrong direction” is: A way to address common inquiries. A way to engage in small talk. A way to provide directions.

We’re happy to have you as a guest” is: A way to provide directions. A way to welcome and be nice with guests. A way to lose manners with guests.

“What brought you to (city/place)?” is: A way to assist and guide tourists. A way to engage in small talks. A way to welcome guests.

Regarding the importance of greetings: They are essential in shaping the initial impression of customers. They are irrelevant in shaping the initial impression of customers. They are essential but not so relevant in shaping the impression of frequent customers.

The sentence “How much does it cost to rent a van for a day?” is used for: a. b. c. Expressing price. Asking about a price. Getting all the information of a product.

“You’re welcome/ Anytime” is used: For apologizing. For offering help. For responding to gratitude words.

“How may I assist you today?”: It is an informal way to offer your help. It is a formal way to offer your help. It is not used to offer your help.

Mastering greeting and politeness expressions ensures: A clear and effective communication as well as a disgusting atmosphere. A clear and effective communication and a pleasant atmosphere. A clear and effective communication.

“Mrs. Johnson, may I help you with your luggage?” is: Informal. Formal. Both formal and informal.

A spring break special is a type of: special discount. flat-rate discount. seasonal discount.

“Good afternoon, let me introduce myself. I’m Emily, your tour guide in today’s excursion”: It is a way to introduce others. It is a way to introduce oneself. It is a way to be polite.

Ms/Ms. is a neutral form of address for married women. True. False.

Travel and tourist professionals: take decisions on behalf of the client’s travel preferences. have the responsibility to answer the client’s questions and help them to make proper decisions. take decisions under the responsibility of the client’s desired services.

The choice between formal and informal language depends on factors such: The relationship between speakers, the setting, and the level of professionalism that is required. The relationship between speakers and the setting as well as the number of language styles that are required. The relationship between speakers and the setting, mainly.

About formal and informal language styles in touristic communication: Formal style is used in professional, academic or official settings where respect, authority and professionalism are important and informal style is used in casual business meetings and close friends. Formal style is used in professional, academic or official settings where respect, authority and professionalism are important and informal style is used in casual or familiar settings among friends, family, acquaintances. Formal style is used in casual and familiar settings or among friends and acquaintances and the informal style is used in professional, academic or official settings where respect, authority and professionalism are important.

In relation to the written and oral language: Written language is more spontaneous and oral language is more formal with complete sentences. Written language is expressed through texts, emails and reports and oral language is expressed in letters. Written language is more formal with complete sentences and oral language is more spontaneous.

Hotel receptionist confirming a reservation by phone call is an example of: Both written and oral language. Written language. Oral language.

EWallets and apps allow travelers…. to make online reservations. to make bookings, pay for products or services and complete any type of transaction from the mobile phone. to protect your personal account by means of an anti-theft system that collects your data.

WILL and CERTAINLY express: a low degree of certainty that an action will happen. a high degree of certainty that an action will happen. a possibility that something can happen.

Travel brochure for potential tourists is an example of: Written language. Oral language. Written and oral language.

In written language, level of formality can range from formal to informal and in oral language, communication is more informal and conversational. True. False. Level of formality is not related to the language style.

Choose the correct answer for “9:45”: Quarter past nine. Quarter to nine. Quarter to ten.

Choose the correct answer for “It’s five past eleven”. 11:55. 11:05. 10:55.

Choose the correct answer for “It’s twenty-eight to four”. 15:34. 16:22. 15:32.

Choose the correct pieces of advice to manage with customers: Offer apologies and find a solution, empathize with their points of view and obtain the client’s details if further clarification is needed. Offer apologies and find a solution, ignore their points of view and obtain the client’s details if further clarification is needed. Offer apologies and find a solution and empathize with their points of view without giving them the possibility of further clarifications.

“I understand the situation and I’m here to help resolve it” is used to: thank for feedback. take immediate action. acknowledge the issue.

Has the issue been resolved to your satisfaction?” is used to: acknowledge the issue. take immediate action. set a follow-up with the client.

“If there’s anything else we can do for you, please inform us” is used to: take immediate action. welcome a client. offer further assistance.

Some of the most common complaints from guests are: Bed comfort, hotel services and diversity of outdoor activities offered. Bed comfort, hotel facilities and hotel location and access. Bed comfort and distance from the hotel and their homes.