The document covers all the units found in the study guide and also to assists students with assignments and exams answers. Since we are in Forth Industrial Revolution century students are advised to adapt with the current situation of things being digitalised. Online purchases is faster and more f...
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IOP1502 PREVIOUS EXAM ANSWERS
Section B
MAY/JUNE 2019
1. Briefly explain the five Ws when using Technology.
Who uses these new technologies?
Regardless of what specific tech one looks at, there is an increasing extent of the
use of tech across different segments.
What emerging technologies and type of info are used?
Internet provides the traveler with great amount and variety of info than any other
source.
When do customers use these new technologies?
Travelers use ICT throughout their trip.
Where does the use of this new tech occur?
People use tech anywhere. For example, one might reserve a table at a restaurant
or a hotel room on their mobile phone while they travelling.
Why are new technologies used?
Allows users to have and share memories.
2. Discuss empathy and job knowledge as two generic customer expectation in terms of
service delivery.
Empathy – Refers to the ability to see and feel things from one’s perspective.
Customers expect employees to understand their concerns.
Job knowledge – Customers expect employees to know and have answers about
their jobs and the company. They want honest answers.
3. Which characteristics do “customer-friendliest” systems usually have?
Accessible – You can reach the company easily.
Accurate –The info is accurate and correct.
Fast –Customers do not have a sense that they are waiting for an inefficient service.
Customer-driven –Customers can understand and use the info given.
Integrated –All the info the client needs can be obtained from one source/ point of
contact.
OCT/NOV2018
1. Name and identify five markets segments in tourism. Pg(20)
The family market –The core determinant of this market is children. The family
chooses a trip to accommodate the needs of the children. The trip includes camping,
caravanning and self-catering holidays.
, Hedonistic tourist –Pleasure keeper. Associated with young people. It is the
development of four ‘S’; Sand, Sea, Sun and Sex, and the additional S- SANGRIA
meaning the consumption of Alcohol.
Backpackers –Appeals to a younger market. Trip might extend beyond usual period
of 1-2 weeks. Backpackers are usually students taking a gap a year from education.
Visiting Friends and relatives –There is little reliable data. People do not stay in
commercial accommodation. They are usually domestic tourists.
Excursionists/Day trippers –They are domestic tourists as well. They do not wish to
travel far. The trip can take the whole day, but it can also be as short as 3-4 hours.
2. Discuss personal attention as a generic customer expectation in terms service delivery. (59)
They want to be treated as unique individuals
The want to be told about the services provided
The don’t want to find out things by themselves
They expect someone to be interested in their problems.
3. Briefly describe how the following two guidelines for managing waiting contribute to
efficient service delivery.
Keeping the customer occupied
When people do something while they are waiting the wait seems shorter. Have
interesting reading materials for them or allow them to fill forms or questionnaires.
Informing customers as to why they are waiting.
When customers know why they are waiting they do not experience the wait as
negative. In most cases, customer wait because of technical system failures or
external issues that are unavoidable.
MAY/JUNE2018
1. Five principles for effective telephone communication. Pg (232)
Articulate –Telephones can distort the sound of your voice therefore it is necessary
to speak slowly and loudly. Articulate words clearly.
Use the customer’s name –Ask and use the caller’s name.
Project confidence –Use your voice to instill confidence in the customer.
Respond visually –Try to visualize the customer.
Eliminate distractions –Clear all the distractions and focus on the customer.
2. Briefly explain these two steps of the service recovery process. Pg (269-270)
Listen and empathize – show the customer that you care about them and their
problems. Don’t tell customers what they should have done to avoid the problem in
the first place. Listening and empathizing helps the customer to relax.
Follow-up –staff needs to check back in a few days to make sure that the customer is
satisfied. This type of thoroughness and concern builds loyalty.
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