Final Exam with correct answers 2024

Which of the following is true of travel distributors? - answer-Distributors act as intermediaries between suppliers and travelers. Travel agents are distributors. Tour operators are distributors. All the answers are correct. Suppliers include airlines, railways, ships, cars, hotels, and entertainment. Distributors—including tour operators and travel agents—act as intermediaries between suppliers and travelers. Nondiscretionary travel refers to - answer-business travel. Nondiscretionary travel refers to business travel—in contrast to discretionary travel for leisure or personal visits. Going to Orlando to confer with a business client is travel, while going to Orlando for a week of fun at Disney World is tourism. - answer-true Going from place to place is travel. Going from place to place for fun or recreation is tourism. Travel-supporting businesses are neither suppliers nor distributors but, instead, offer other travel-related services. - answer-Travel-supporting businesses are neither suppliers nor distributors but, instead, offer other travel-related services. Your client needs a flight to St. Louis where he will visit the zoo. He enjoys zoos, but the purpose of this trip is to sell a new kind of fencing to the zoo's administrators. His trip to St. Louis is an example of tourism. - answer-false Going somewhere on business is an example of travel, not tourism. Facial expressions, gestures, and posture are examples of nonverbal communication, which is also called - answer-body language. Facial expressions, gestures, and posture are forms of nonverbal communication, also called body language. Which of these is one of the four skills needed in customer service? - answer-Problem-solving The four skills needed to provide excellent customer service are communication skills, problem-solving, interpersonal skills, and professionalism. Which of the following is NOT a probable client segmentation for a travel agent? - answer-Professional vs. laborer Client segments that might affect travel needs and preferences can be defined by age, business or leisure travel, group or individual travel, and other factors. Professional and laborer would not be segments as people in both groups have widely varying needs and interests. An example of active listening would be actively contributing to the conversation, even interrupting the client to show your enthusiasm. - answer-false Two rules of active listening are "stop talking" and "don't interrupt." Just listen attentively. Which of the following is NOT a form of communication? - answer-Mindful meditation Communication means communicating with others—with spoken words, body language, or in writing. In mindfulness or meditation, you communicate only with yourself. Creating a positive customer experience by treating the customer well and providing excellent service are the key elements of - answer-customer service. How well you treat the customer and how well you provide service are the key elements of customer service. Taking notes during a client conversation is a distraction that interferes with active listening. - answer-false Taking notes that you can use to summarize what you have understood the client wants and needs is an excellent way to enforce and demonstrate active listening. Incorrect Which of the following is an important rule when you communicate with a client or supplier by email? - answer-Use capitalization and punctuation properly. Proofread for grammar and spelling before sending. Don't use texting abbreviations. All the answers are correct. Make a good impression with correct and professional written communication. In emails, avoid slang and texting usages, and proofread your capitalization, punctuation, grammar, and spelling. The Indian Ocean is - answer-bounded by Asia, Africa, and Australia, and the Southern Ocean. The Indian Ocean is third largest and neither deepest nor shallowest. It is bounded by Asia, Africa, Australia, and the Southern Ocean. The Equator divides which hemispheres? - answer-Northern and southern The Equator is the line of latitude that separates the globe's northern and southern hemispheres. Your ship traveling from California to Australia on Thursday is about to cross the International Date Line. When it does, the day will immediately be Friday. - answer-true When the International Date Line is crossed from east to west, you add an additional day. Climate is based on six factors: the daily temperature, atmospheric pressure, wind, humidity, precipitation, and clouds. - answer-false A description of the daily weather (not climate) includes that day's temperature, atmospheric pressure, wind, humidity, precipitation, and clouds. Climate is determined by long-term averages. If a flight departs New York at 5 p.m. and arrives in Rome at 7:00 a.m. Rome time, what is the duration of the flight? - answer-If the flight leaves New York at 5 p.m.. and arrives at 7 a.m. Rome time, the flight duration is 8 hours. If the flight departs New York at 5 p.m. and arrives at 7 a.m. Rome time, the flight duration is 8 hours. The time is New York will be 1 a.m. This continent covers almost a third of Earth's land area and has the largest population. It is - answer-Asia. Asia is the largest continent, covering almost a third of Earth's land area and having the most numerous population. Which is the largest of Earth's hemispheres? - answer-Western hemisphere Southern hemisphere Eastern hemisphere None of the answers is correct. Each hemisphere is half the globe, and all four hemispheres are considered to be equal in size. There is no largest hemisphere. Your 15-hour flight departs Hong Kong for Los Angeles late Friday afternoon. You will arrive the same day into Los Angeles. - answer-true The flight from Hong Kong to Los Angeles arrives the same day it left because you lose a day when you cross the International Date Line from west to east. Your client is traveling to India specifically to see the Taj Mahal because of its beautiful architecture and romantic story. (It was commissioned by a Shah to house the tomb of his favorite wife.) As a tourist, your client is most focused on India's - answer-human geography. Human geography refers to people and cultures around the world, including art and architecture. By contrast, physical geography refers to physical characteristics such as rivers and mountains. The Western region of the United States includes the Mountain states and the Pacific states plus - answer-Alaska and Hawaii. The Western region of the U.S. includes the Mountain states, the Pacific states, Alaska, and Hawaii. The Statue of Liberty in New York, the Liberty Bell in Pennsylvania, and the White House in Washington, D.C. are major attractions in the Eastern region of the United States. - answer-false New York, Pennsylvania, and Washington D.C. are part of the Mid-Atlantic region. The Eastern region is also called New England and occupies the northeastern area of the United States. Canada has ten provinces and three territories. Which of these is a Canadian territory? - answer-Yukon The three Canadian territories are Yukon, Northwest Territories, and Nunavut. Prince Edward Island is a province. Banff is a town and a national park located in Alberta province. Which of these islands is a U.S. Commonwealth? - answer-Puerto Rico Puerto Rico is a U.S. Commonwealth. Jamaica, Haiti, and Dominican Republic are not U.S. Commonwealths. The land areas of this world region are islands, including Australia, New Zealand, Fiji, and French Polynesia. This large region is - answer-the Pacific. The land areas of the Pacific region include Australia, New Zealand, Fiji, and Polynesia. Asia and Antarctica are separate continents; Malaysia is an Asian peninsula-and-island country. Kentucky, Tennessee, and West Virginia are part the Midwest region of the United States. - answer-false Kentucky, Tennessee, and West Virginia are part of the Southeastern region of the United States. The Golden Gate Bridge, Puget Sound, and Glacier Bay National Park are major tourist attractions in the Western region of the United States. - answer-true The Golden Gate Bridge is in California, Puget Sound is in Washington State, and Glacier Bay National Park is in Alaska—all part of the Western region of the United States. Which of these is one of the Maritime provinces of Canada? - answer-New Brunswick Canada's three Maritime provinces, located on the Atlantic coast, are New Brunswick, Nova Scotia, and Prince Edward Island. Nassau and Freeport are major cities in the - answer-Bahamas Nassau and Freeport are cities in the Bahamas. (However, all four island groups mentioned are in the Caribbean.) In general, international business clients purchase higher fare levels than non-business travelers. - answer-true International business clients purchase higher fare levels for the airlines' superior international service; other travelers tend to be more cost-conscious. International airlines, compared to domestic airlines - answer-use larger aircraft. make longer flights. have more complex itineraries. All the answers are correct. International airlines, compared to domestic have more complex itineraries, longer flights, and larger aircraft. Most international airlines offer first class, business class, and economy class service. Some also offer premium economy which often has _____ compared to regular economy. - answer-more legroom Premium economy class often has more legroom than regular economy ... which may mean fewer seats but no change to overhead storage. The amenities offered by international airlines are based on the class of service. - answer-true Amenities on international flights vary by service class. For example, American Airlines offers lie-flat seats to its first-class passengers. Which of the following travel documents is required of every international traveler? - answer-Passport Every international traveler must have a passport issued by her home government. Visas permitting entry are not always required, and vaccinations also are required only in special circumstances. The best source of information about possible health requirements in a country you plan to visit is the Mayo Clinic web site. - answer-false The best source of information about possible health requirements in a country you plan to visit is the Centers for Disease Control and Prevention (CDC) web site. When you arrive at your foreign destination airport, an immigration official may ask - answer-the purpose of your visit. if you have a return or onward ticket. if you have enough money to sustain your visit. All the answers are correct. An immigration official at a foreign airport may ask the purpose of your visit, if you have enough money to sustain your visit, and if you have a return or onward ticket. If you bring a very expensive watch along from home when you travel abroad, it is a good idea also to bring a receipt for the watch so that - answer-you can prove it is duty-free because it wasn't purchased abroad. If you bring an expensive item on your trip, it is wise to bring a receipt to prove you didn't obtain it abroad and don't owe duty on it. Boeing and Airbus, while well known brands, are not the main aircraft used in international travel. - answer-false Boeing and Airbus are the main aircraft used in international travel. A visa is not always required to enter another country, but some types of visas are frequently required. Which of these is a common type of visa? - answer-Transit visa Student visa Work visa All of the answers are correct Common types of visas include transit visas (for passing through to a third country); work visas (to work in the country for a limited time); and student visas (permitting studying within a country). Customs checks the validity of arriving passengers' travel documents; immigration places duty on items obtained or purchased abroad. - answer-False Customs imposes duty on items obtained or purchased abroad; immigration checks the validity of travel documents. Duty-free exemptions are items you bring back from travel abroad on which you do NOT need to pay a duty tax. Duty-free exemptions include - answer-items you bring back for personal or household use. The United States usually allows $800-worth of items to be brought home duty free. These would include items you bring with you (not ship) and items intended for your personal or household use (not to sell). The International Air Transport Association (IATA) developed a subsidiary in 1985: the IATAN. What do the initials IATAN stand for? - answer-International Airlines Travel Agent Network The initials IATAN stand for International Airlines Travel Agent Network. Which of the following airport codes is NOT correct? - answer-Midway (Chicago): MID The airport code for Chicago's Midway airport is MDW. LGA is LaGuardia; LAX is Los Angeles International; DAL is Love Field. Direct flights make no stops between origin and destination. - answer-false Direct flights make one or more stops between origin and destination, but the passenger does not change planes. Nonstop flights make no stops between origin and destination. Incorrect A traveler flies from Boston to Paris, goes by train to Geneva, and finally flies from Geneva back to Boston. This would be classified as a/an - answer-open-jaw trip. An open-Jaw journey has a surface sector between two points en route to the ultimate destination. In a double-open-jaw trip the origin and destination of the second flight are both different from the origin and destination of the first flight. Round trips and circle trips begin and end at the same place with no surface segments between flights. Another name for Business Class airline service is Executive Class. - answer-true Another name for Business Class is Executive Class. (Coach Class is another name for Economy Class.) Most airline airfares are published and available to anyone. Unpublished fares are - answer-usually purchased from a consolidator. often offered at highly discounted rates. often associated with tour packages. Unpublished airfares are usually purchased from a consolidator, are often offered at highly discounted rates, and are often associated with tour packages. In a Passenger Name Record, the heading "Received From" refers to - answer-the passenger who made the reservation. In a Passenger Name Record, "Received From" refers to the person who made the reservation. Online check-in for most carriers is usually 24-hours to 90 minutes prior to departure. - answer-true Online check-in 24 hours to 90 minutes prior to departure can be done from a computer, smartphone or other device. All of the following are United Airlines HUBs ... EXCEPT - answer-Atlanta (ATL). United Airlines HUBs are Houston (IAH), Chicago-O'Hare (ORD), Washington (IAD), Denver (DEN), San Francisco (SFO), Los Angeles (LAX), and Newark (EWR). Atlanta (ATL) is a Delta HUB. Passengers have to change planes on connecting flights but do not change planes on nonstop or direct flights. - answer-true Passengers do not change planes on either nonstop (no intervening stops) or direct flights (one or more intervening stops). Only connecting flights require plane changes. A circle trip gets its name because the routing makes a circle. - answer-true A circle trip makes two or more stopovers before returning to the origin city and the routing essentially makes a circle. Which of the following is permitted as a way to check in for a flight? - answer-Kiosk Curbside Online All the answers are correct. Flight check-in can be done online, at curbside, or at an airport kiosk. Acela is Amtrak's high-speed Northeast Corridor service. - answer-true Acela is Amtrak's high-speed service between Boston, New York, and Washington, D.C. Common car rental periods include - answer-weekly. Common car rental periods are daily, weekend, weekly, and monthly. A motor coach is essentially a - answer-bus. A motor coach is essentially a bus used for sightseeing groups and for transport to outlying airports or to casinos, concerts, ski resorts, or other destinations. Hotels, motels, resorts, spas, and bed-and-breakfasts are all considered to be - answer-accommodations. Lodgings (places where travelers can stay overnight) are accommodations. Amenities, décor, and location are among the factors that can affect hotel room prices. - answer-true Hotel room prices are affected by many factors including amenities, décor, and location in the city or even location within the hotel. CLIA is largest cruise industry association. CLIA stands for Cruise Lines International Association. - answer-true The Cruise Lines International Association (CLIA) is the largest cruise industry association. Which statement is NOT true about sailing-ship cruises? - answer-They are larger than traditional cruise ships. They are large, multiple-sailed Windjammers. Passengers may help sail the ships. They are not charters so the operator can determine the itinerary. They are smaller than traditional cruise ships. Malta is a popular cruise destination in - answer-the Mediterranean. Malta is a popular cruise destination in the Mediterranean. Advantages of cruises vs. other types of vacation travel include which of these? - answer-You can visit multiple ports and only unpack once. Advantage: You can visit multiple ports and only unpack once. Not advantages: You can't choose the ship's itinerary. Cruises are expensive (luxury cruises start at $400/person/day). As with all travel abroad, you do need a passport to visit a foreign port. Which of these tour types is fully customized (a trip that you create)? - answer-Wholesale land tour Escorted, guided, and independent tours are based on established itineraries. The wholesale land tour is the only fully customized tour where you create your own itinerary. Selling tour packages can be profitable as tour operators pay good commissions. The agent earns good money with less work since the tour operator makes all the arrangements. - answer-true Selling tour packages benefit the travel agent by earning good commissions while the tour operator makes the arrangements. CLIA is the U.S. booking agent for all trains in Europe. - answer-false Rail Europe is the booking agent for all trains in Europe. Motor coaches are often used for which of the following? - answer-Travel to casinos Transport to airports Sightseeing groups All the answers are correct. A motor coach is essentially a bus used for sightseeing groups and for transport to outlying airports or to casinos, concerts, ski resorts, or other destinations. Which of the following is NOT true about hotel room pricing? - answer-Room rates are the same throughout a hotel. Meal plans, location of the hotel, and corporate plans affect room rates. Rates can also vary by the location of the room in the hotel. The Baltic and the fjords are popular cruise destinations in - answer-Europe. The Baltic region and the Norwegian fjords are popular cruise destinations in Europe. Independent tours are sometimes referred to as Vacation Packages. - answer-true Independent tours—which can include hotels, meals, transfers, and attractions but can be adjusted to fit the travelers' needs— are sometimes referred to as Vacation Packages. Which of these is NOT a type of home-based travel agent? - answer-An airline representative who works with travel agents from a home office The three types of home-based agents are home-based employees, home-based agency owners, and independent contractors who perform specific services for an agency. A person who, from home, simply arranges travel for friends has no status as a travel agent. Key elements of a business plan that will help your business succeed include which of the following? - answer-Mission statement Expectations Business name All the answers are correct. Key elements of a business plan include the business name, objectives, mission statement, business concept, and expectations. A home-based agent who affiliates with a host agency is allowed to collect and keep 100% of sales commissions. - answer-false A home-based agent who affiliates with a host agency is allowed to collect commissions on sales but must split the commissions with the host agency. In setting up a home office as a travel agent, what is an important consideration in choosing suppliers to represent? - answer-Suppliers who pay good commissions Suppliers you can trust to deliver what they promise Using an affiliation, such as CLIA membership, to access suppliers in your niche. All the answers are correct Considerations choosing suppliers include finding suppliers you can trust and those who pay good commissions. It is also important to use affiliation with a known group to get access to suppliers in your niche (e.g., CLIA membership to find cruise suppliers). In looking for a job, your cover letter should state the position you are seeking and request an interview. - answer-true The cover letter states the position you are seeking, includes brief highlights from your resume, personal qualities, and request for an interview. In looking for a job as a travel agent, which of the following would NOT be a good source? - answer-A major organization like the International Air Transport Association (IATA) Newspaper ads, employment agencies, and personal networks are all good sources for finding a job. A major international organization like IATA is both too large and too specialized to help find a local job. To prepare for an interview, what is one thing NOT to do? - answer-Be a minute or two late so you don't look too eager. Being late, even a little bit, makes a poor first impression. The saying is "If you are on time, you are late"—meaning that being a little early makes a better impression that being exactly on time (or late). Putting your client's money into an escrow account until the trip is completed relates to which kind of ethical responsibility? - answer-Fiduciary Keeping your client's funds safe, which involves making sure they get what they've paid for, is a fiduciary responsibility. Three sources of continuing education as a travel professional are college or university education, industry education, and computer education. - answer-true Continuing education in areas related to the travel profession is offered by colleges and universities, travel industry organizations, and representatives who sell travel-related software and tools. You are an independent contractor doing jobs for a travel agency. The agency pays you for your work, but IRS rules mandate that as an independent contractor you must pay for your own office space, supplies, and equipment. - answer-true IRS rules mandate that independent contractors must pay for their own office space, supplies, and equipment. In looking for a job, your resume should NOT include which element? - answer-Recommendations from former employers Your resume should list professional skills, professional experience, and education or specialized training. The interviewer may contact a former employer but recommendations are not part of the resume. To look for a job in the travel industry, a good source is the website of the American Society of Travel Agents (ASTA) Membership Directory to find agencies and services near you. - answer-true The American Society of Travel Agents (ASTA) has a lot of useful information on its website, including its membership directory. During a job interview you should - answer-keep eye contact and smile. Advice about the job interview includes being honest, sitting up straight or leaning forward to show interest, keeping eye contact, and smiling. You enjoy telling your friends about some of the eccentric clients who come into your travel agency and the odd travel requests and complaints they sometimes make. This is a violation of which ethical responsibility? - answer-Preserving client confidentiality Talking to others about your clients and their travel plans is a violation of the ethical responsibility of confidentiality. Jim has set up a travel agency specializing in cruises. He deals with customers at his home office and by Internet and charges a bit less than other local agencies. He decides to run "Where in the World?" nights at a local pub where he shows a brief video of an interesting location somewhere on the globe and those who guess where it is win small prizes. Jim is soon known as the fun, go-to guy if you want to plan a cruise. Which of the "Four P's" was Jim using with his "Where in the World?" nights? - answer-Promotion Jim's product is cruises, place is his office and Internet, and price is on the low side. "Where in the World" nights are promotion. "The Marketing Mix" is another term for the Four P's. - answer-true "The Marketing Mix" is another term for the Four P's of marketing: product, promotion, place, and price. Which of the following is one of the 4 major forms of promotion in the travel industry? - answer-Person-to-person selling The 4 major forms of promotion in the travel industry are advertising, sales promotions, public relations, and person-to-person selling The Happy Travel agency prices itself about the same as its competitors but offers its clients free transportation to and from the airport, dock, or other point of departure—a benefit its competitors don't offer. Across the street, the Going Places agency doesn't do giveaways but charges lower-than-average prices. Each agency is using one of the two travel agency pricing strategies. - answer-true Two main pricing strategies for a travel agency vis à vis its competitors are (1) to be less (or no more) expensive or (2) to be priced the same but offer a service or benefit the competitors don't. Building a ____ with your client improves communication and establishes trust. - answer-rapport Building a rapport with your client helps to create a relationship that enables better communication, trust, and common ground. The three types of questions used in selling are open-ended, closed-ended, and clarifying/feedback questions. Which of the following would be an open-ended question? - answer-What would your dream cruise be like? Open-ended questions encourage the client to describe freely and in detail their wishes and needs. Closed-ended questions call for a simple, factual answer. Clarifying/feedback questions are intended to clarify and summarize what the client has said and asked for. When planning travel for a group, you should arrange a package centered around - answer-the average traveler in the group. When planning group travel, arrange a package centered around the average traveler in the group—not the oldest or youngest, not the most or least active, nor the most or least adventurous. When your agency arranges travel for a corporation, the agency should do all of these EXCEPT to - answer-charge company members a higher rate to handle their individual bookings. The corporate travel agency should negotiate special corporate rates, keep a company data base/client profile, follow through with the corporate traveler, and offer a special lower rate to individuals from the corporation when they book with your agency. Which of the following is NOT one of the 4 main types of travel insurance? - answer-Life insurance The 4 main types of travel insurance are flight, travel accident and health, baggage and personal possession, and trip cancellation or trip interruption. Which of the following is NOT correct about a benefit of flight insurance? - answer-It reimburses the ticket price if the passenger misses the flight. Flight insurance pays for accidental injury or death at the airport or aboard airport transportation or aboard a flight. If death results, benefits are paid to the beneficiary. Premiums are low. Flight insurance does NOT pay if the passenger misses the flight. All travel agency expenses are fixed. - answer-false Expenses incurred by travel agencies include those that are fixed (e.g., rent), semi-variable (e.g., advertising cost), and variable (e.g., commissions paid to outside agents). Which of the following could NOT be a travel agency product? - answer-A bonus free gift card A product is something you sell. A cruise, group tour, or honeymoon trip can be a travel agency product. A gift card the agency gives its customers as a bonus is a give-away, not a sale, so is not a product. Which of the following is a way to build a rapport with your client? - answer-Be yourself Be positive Listen attentively All the answers are correct You can build a rapport with your client by being yourself, listening to the client, and being professional, empathetic, and positive. Which of the following is an open-ended question that you might ask a travel client? - answer-Do you need a cab to the airport? Will you stay all week? Will you need a hotel reservation? None of the answers is correct. Open-ended questions encourage the client to describe freely and in detail their wishes and needs. Closed-ended questions call for a simple, factual reply—often yes, no, or a one-word answer. The three questions listed here are all closed-ended questions. Most business travelers emphasize cost more than time of departure and arrival. - answer-false Most business travelers emphasize time of departure and arrival more than cost.