AICE Travel and Tourism Exam Review

T.I.C stands for...

_____________________ are members of staff within an organization or an organizations suppliers

When a customer interacts with a travel and tourism organization the customer experiences a...

The ____ is a tool used externally or internally by companies to measure quality of service.

The customer is either satisfied or happy with the level of service provided by organization

Which of the following is NOT a reason for training appropriate to a job role?

the business process involved in creating a unique name and image for a product

Created when an organization uses the analysis of market segmentation to build an understanding of the target market

Customers likely to use a scheduled airlines are individuals, families, groups and travelers with special needs

Which of the following is NOT a main reason people travel?

the four main factors that influence customer's purchasing decision

When rivals have similar products and prices it is considered the..

Premium pricing is also called... because the products are high quality and exclusive

Setting a price lower in the offseason is an example of...

_________ generally contact or visit an organization because it can provide something they need

The top/point of the triangle representing Maslow's Hierarchy of Human needs is ______________.

the four main factors that influence customer's purchasing decision

Evaluate means to ________.

Which of the following is NOT an example of an external customer?

Delta has "Deliver baggage on time" and "Provide Prompt Ticket Refunds" as part of their

________________ refers to asking customers questions in a non-threatening way.

What might a customer sensing that they are not gaining value for money from their hotel stay do?

the amount of money households have for spending and saving after paying taxes

how a business wants to be perceived by customers

Excellent ___________ means __________ exceeding _________ rather than just meeting them.

The ability to perform the promised service dependably and accurately

the key personnel involved in the branding process are sometimes called

A symbol or other small design used to identify companies products and services...

Ways to meet the needs of foreign travelers are _____.

a document written to describe the current market position and strategies

The process of moving products and services from provider to customer.

This group is known for being more connected than all previous generations

What is an NGO

Customer loyalty is important because ______.

the percentage number of rooms sold calculated against the total number of rooms available

the process of moving products and services from the provider to the customer

What are some examples of perishability?

Goal of all businesses