Why is it good practice to paraphrase what an inbound client tells you?

To demonstrate to the client that you have been listening

Which of the following shows TWO main functions of state tourist organisations?

Marketing products, promoting destination regions

customer tells ur office about a delay in d delivery of urgent travel documents. empathy?

I appreciate the urgency of the situation. I will follow up

which of d following best describes the organisational costs resulting from workplaceinjuries?

Low productivity levels,safety investigation,burden on staff

Which of these lists shows attractions that would ALL be part of an intrastate trip?

Salamanca Market, Cradle Mountain, Port Arthur

Which of the following best describes the purpose of EEO legislation?

Create equal opportunities for employment in the workplace

What is a purpose of team meetings in the tourism and events industry?

To discuss marketing strategies

When would a confirmation letter be sent to a client?

Once the booking requests have been accepted

Which of the following satisfies environmental compliance regulations?

Keeping concert music below allowable decibel levels

Which names 3 environmental issues that are of relevance to tourism and events industry?

Waste management, recycling and energy use

Client rings: he didnt get a response to a letter of complaint about a holiday that was booked

Acknowledge the problem and request details.

important for employees to be aware of non-verbal communication as part of acceptable protocol

This will accommodate cultural differences

What is the best method of preventing an injury occurring in a tourism and eventsworkplace?

Providing adequate WHS training

Why do some hotels charge a single supplement?

o help offset the room maintenance costs

Waste to be monitored as a key part of any workplace strategy for environmental sustainability?

It provides data so that improvements can be made.

Which Act covers the requirement to reduce the use of non-renewable energy

Protection of the Environment Operations Act 1997 (NSW)

Which of the following is the best action for minimising accidents and injuries in theworkplace

Risks are identified and eliminated

What should be of most concern to the consultant before providing this information to aclient?

Prices may have changed because the website is not current

colleague injured & will rest at home for a week.What organisational problem need 2 address?

Work schedules will need to be adjusted

Increase of chinese visitors,what is the strategy 2 ensure staff cater for these tourists?

Train staff in cultural awareness

international media showcased AUS TV show. To encourage more overseas tourists to AUS. good?

increased international tourists

April 2011 the AUS$ was trading at a higher value than the US$.What consequence of this?

International destinations became more cheaper 4 AUS .

In which of the following are all of the items elements of cultural diversity?

Customs, food preferences, communication

Which set of destinations is associated with Australia’s wine tourism industry?

Clare Valley, Margaret River, Rutherglen

The retail agent’s commission is the amount that:

the retail agent earns from selling the product.

What is a preferred product arrangement?

An agreement with a supplier to promote goods and services

What is the main reason for creating a customer profile?

To store client details and preferences

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Tourism and Events HSC past papers multiple choice questions

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Tourism and Events HSC past papers multiple choice questions from 2010 to 2014

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Questions 75

Answers

1
Which row in the table correctly matches a tourist activity with its tourism industry sector?
a
c
b
d
2
Why is it good practice to paraphrase what an inbound client tells you?
To see if the client has been listening to you
To select appropriate information from the client
To gather a limited amount of information
To demonstrate to the client that you have been listening
3
Which of the following Australian cities will celebrate the start of the New Year first?
Perth
Adelaide
Brisbane
Sydney
4
Which of the following shows TWO main functions of state tourist organisations?
Marketing products, promoting destination regions
Conducting surveys, paying commissions
Compiling statistics, supporting diplomatic services
Hosting trade fairs, researching tours
5
You want to keep an electronic record of information about attendees at a recent trade event.
In a lever arch file
In a diary
In a database
In a suspension folder
6
Which of the following may lead to cultural misunderstandings in the workplace?
Stereotyping of groups
Active listening to clients
Accepting diversity among people
Flexibility of work patterns
7
What types of tourism impacts are ‘exclusive tourist zones’ and ‘seasonal employment’?
Environmental and industrial
Social and industrial
Social and economic
Environmental and economic
8
What are two components of the communication cycle?
Email quote and eye contact
Friendly manner and appropriate tone
Feedback and message
Greeting and response
9
Two colleagues have to move heavy items. In what way is to do this task efficiently & safely?
Identification
Resolution
Communication
Motivation
10
Which of the following is an example of the application of ergonomic principles?
Safety procedure training
Efficient workplace design
Workplace security compliance
Environmental awareness
11
customer tells ur office about a delay in d delivery of urgent travel documents. empathy?
delay has been caused by the operator. I am unable to help
manager has the delivery details. As he is away I send copy
Iam unaware with details. I will get my supervisor to ring u
I appreciate the urgency of the situation. I will follow up
12
Two tourist destinations located in the state of Victoria are:
Bendigo and Port Campbell
Echuca and Albury.
Renmark and Mt Buller
Albany and Ballarat.
13
which of d following best describes the organisational costs resulting from workplaceinjuries?
more insurance premiums rehabilitation, legal costs & fines
Pain, suffering, lower quality of life, frustration & stress
Stress 2 family, loss income extra burden on friends, family
Low productivity levels,safety investigation,burden on staff
14
If you are travelling between Darwin and Kakadu, what tourist region are you in?
The Top End
The Red Centre
The Far West
The NSW Outback
15
Which of these lists shows attractions that would ALL be part of an intrastate trip?
Flinders Ranges, Barossa Valley, Franklin River
Wave Rock, Kings Canyon, The Pinnacles
Salamanca Market, Cradle Mountain, Port Arthur
Kakadu, Uluru, Lake Burley Griffin
16
When a tourist spends money on services & products that are not produced/made in Aus?
Leakage effect
Multiplier effect
Direct spending
Indirect spending
17
Which of the following best describes the purpose of EEO legislation?
To set employment requirements for industry personnel
To create equal opportunities for employers in the workplace
Create equal opportunities for employment in the workplace
provide employment opportunities 4 retired tourism employees
18
What is a purpose of team meetings in the tourism and events industry?
To regulate and observe staff training
To complete client bookings
To develop rapport with customers
To discuss marketing strategies
19
When would a confirmation letter be sent to a client?
Once the booking requests have been accepted
After the final balance has been paid
When the deposit has been paid
Following the initial enquiry
20
Which of the following Queensland towns is the closest to the Tropic of Capricorn?
Brisbane
Townsville
Rockhampton
Cairns
21
Which of the following satisfies environmental compliance regulations?
Keeping concert music below allowable decibel levels
Recycling plastic cutlery at events
Encouraging people to take their rubbish home with them
Using recycled water in venue facilities
22
Which names 3 environmental issues that are of relevance to tourism and events industry?
Waste management, recycling and energy use
Raw materials, equipment and stock
Sustainability, waste management and human resources
Energy use, water resources and workplace practices
23
Client rings: he didnt get a response to a letter of complaint about a holiday that was booked
u are busy at d moment but will investigate if u get time.
Acknowledge the problem and request details.
Say that u didn’t receive the letter and ask for a new copy
Admit fault and offer a new holiday
24
AUS destinations: warning is unsafe to swim in the ocean during summer due to marine stingers?
Lord Howe Island, Perth
Adelaide, Port Macquarie
Fremantle, Brisbane
Port Douglas, Darwin
25
important for employees to be aware of non-verbal communication as part of acceptable protocol
It is mostly used in general conversations
It is an acknowledged code of behaviour
This will prevent relationship building
This will accommodate cultural differences
26
What is the best method of preventing an injury occurring in a tourism and eventsworkplace?
Having the help of a co-worker
Having a WHS safety officer on site
Providing adequate WHS training
Providing first aid training
27
Why do some hotels charge a single supplement?
o help offset the room maintenance costs
To enable more rooms to be available each night
To encourage people to travel alone
To persuade solo travellers to extend their stay
28
Waste to be monitored as a key part of any workplace strategy for environmental sustainability?
It keeps a record of all inputs in production.
It provides data so that improvements can be made.
It eliminates hazardous material
It simplifies purchasing of new equipment.
29
Which Act covers the requirement to reduce the use of non-renewable energy
Smoke-free Environment Act 2000 (NSW)
Land Acquisition Act 1989
Protection of the Environment Operations Act 1997 (NSW)
Environmental Protection Act 1981
30
Which of the following is the best action for minimising accidents and injuries in theworkplace
Appropriate training courses are undertaken by staff.
Risks are identified and eliminated
Health and safety legislation is understood
All hazards are reported to WorkCover NSW.
31
wholesaler offers u a free 2d at your fav hotel if u do not promote d rental properties of WS
Unethical behaviour
An opportunity to experience a new venue
An appropriate incentive scheme
An illegal practice(
32
What should be of most concern to the consultant before providing this information to aclient?
Prices may have changed because the website is not current
Breakfast is only included with the Single Room
The image is only of the outside of the hotel.
The Queen Room and the Harbour View Room are the same price.
33
A travel warning of a destination occurs, how to make your clients aware of this warning?
Fax
Email
Certified mail
Phone call
34
colleague injured & will rest at home for a week.What organisational problem need 2 address?
Work schedules will need to be adjusted
The injury will cost the business a lot of money
Fellow workers will b distressed by d injury 2 theirworkmate
The injured worker will need to be cared for
35
Increase of chinese visitors,what is the strategy 2 ensure staff cater for these tourists?
Only employ staff from China
Update staff on antidiscrimination law
Train staff in cultural awareness
Access statistics on tourism markets
36
international media showcased AUS TV show. To encourage more overseas tourists to AUS. good?
The programs were watched by many viewers across the world
NSW Art Gallery local visitors since aired
increased international tourists
Many Australians watched the programs
37
What classification system has been used in this database?
Geographical
Alphabetical
Chronological
Numerical
38
Cairns is the mainland air gateway for which three Queensland islands?
Hamilton, Daydream, Lizard
Hayman, Hamilton, Fitzroy
Stradbroke, Fraser, Green
Green, Lizard, Fitzroy
39
Which system provides secure restricted online access in the workplace?
Internet
Intranet
Micenet
Extranet
40
best source of up-to-date information on the working conditions for employees?
Policy and procedures manuals
Union website
Reference books
Venue brochures
41
What should a staff member be aware of when using online information to prepare an ebrochure?
Copyright laws
Certification procedures
Commission requirements
Client preferences
42
tour guide meets new group with a firm handshake.To which group be appropriate form of greeting
A government delegation from Malaysia
A sporting group from Scotland
A business group from Japan
A cultural dance group from New Zealand
43
The best way to determine a customer’s needs is to:
provide brochures and information
ask for personal details
relate your own experiences.
listen and question
44
April 2011 the AUS$ was trading at a higher value than the US$.What consequence of this?
Australians delayed taking overseas holidays
Domestic holidays within Australia became more attractive
International destinations became more cheaper 4 AUS .
American tourists were more likely to travel to Australia
45
In which of the following are all of the items elements of cultural diversity?
Customs, food preferences, communication
Language, dietary needs, sexual preference
Work ethics, religious beliefs, disabilities
Interpersonal relationships, festivals, gender
46
what state, travelling along the Great Ocean Road on the way to Port Campbell National Park?
Victoria
New South Wales
South Australia
Tasmania
47
Which set of destinations is associated with Australia’s wine tourism industry?
Barossa Valley, Clarence River, Longreach
Clare Valley, Margaret River, Rutherglen
Hunter Valley, Todd River, Goulburn
Tamar Valley, Daintree River, Mudgee
48
The retail agent’s commission is the amount that:
the retail agent pays the tour operator.
the customer pays the retail agent.
the retail agent earns from selling the product.
the retail agent adds to the holiday price.
49
What is a preferred product arrangement?
An allocation of bonuses to staff
The provision of products and services to staff
An agreement with a supplier to promote goods and services
provision of gifts and services free of charge by an agency
50
An urgent event quotation needs to be sent to a client.Which type of mail would be best to use?
Express
Registered
Bulk
Certified
51
What is the main reason for creating a customer profile?
To identify commissions earned
To record client spending history
To comply with insurance regulations
To store client details and preferences
52
event organiser u are visiting d site of a new conference facility.how to prepare 4 the visit
examining a site map
distributing staff business cards
creating an inspection checklist.
following an inspection protocol.
53
Which one of the following is a legal issue that relates to the tourism industry?
Overbooking
Duty of care
Commission procedures
Product recommendation
54
Which of the following is most likely to be a barrier to communication?
Cultural sensitivity
Universal body language
Stereotyping clients
Active listening
55
Which of the following places is closest to Darwin?
Bathurst Island
Katherine Gorge
Tennant Creek
Arnhem Land
56
Online information systems have access 2 intranet. D Purpose of an intranet is 2 provide access
general public to an organisation’s products & services.
employees to other related industry sites.
employees to their organisation’s products & services.
the general public to other related industry sites.
57
An accident occured & time was spent investigating & reported.What is the type of cost?
Social
Organisational
Human
Environmental
58
Which of the following questions is an example of an open question?
‘Are you happy with the choice of Fiji for your next trip?’
Approximately how much did u want 2 spend on hotel in Vegas
‘What do u expect 2 get out of this vacation 2 New Zealand?’
‘Have you been to the west coast of Tasmania before?’
59
You are working as a stadium usher. U notice an unauthorised person entering a restricted area.
Approach if you feel comfortable memorise personal feature
Keep alert and watch the person
Radio call ur supervisor immediately & alert all staff
Notify the staff in that section and call for police back up
60
Which is standard office equipment required to performadministrative procedures in a office?
Computer, printer, photocopier
Computer, facsimile machine, digital camera
Computer, photocopier, DVD player
Computer, printer, overhead projector
61
Which of the following is a world heritage listed site?
Fraser Island
Melville Island
Kangaroo Island
Rottnest Island
62
The Department of Foreign Affairs and Trade (DFAT) website is important why?
provides up-to-date travel warnings
recommends reliable duty-free shopping venues
provides ratings of carriers
gives current weather information.
63
How can an ecotourism business achieve compliance?
By reporting to customers about their sustainability goals
By implementing procedures to meet environmental regulations
By selling goods made overseas as local souvenirs
By encouraging tourists to travel in small groups
64
A safety audit, an employee has noticed exposed cables. What immediate action should be taken?
Prepare a written report
Alert emergency personnel
Remove the cables
Isolate the area around the cables.
65
Two computer reservation systems commonly used in the tourism industry are:
Amadeus and Traveltek
Amadeus and Origin
Galileo and Satellite
Galileo and Sabre
66
an employee responsibility under the Occupational Health and Safety Act 2000 (NSW)?
Ensuring d design of d office has clear exits & entrances
Regularly updating infor about the requirements of d Act
Setting guidelines ensure safe handling hazardousmaterials
Taking care of the health and safety of clients in d office
67
Which provides the best online information on visa requirements for overseas destinations?
Tourism Australia
Australian Quarantine and Inspection Service
Local tourist authorities
Smartraveller
68
Strategy the organiser could implement to help people effectively dispose of their rubbish?
Install signs directing the public to take rubbish with them
Provide extra staff to monitor bins at regular intervals.
Organise an extra garbage collection for the next week
Ensure recycling bins are placed at key points around venue
69
The acronym CRS, in the tourism and eventsindustry, stands for which of the following?
Customer retrieval search
Computer registration systems
Computer reservation systems
Customer referral search
70
Work practices would you require an understanding of the correct office privacy policy?
Ordering brochures
)Generating rece
Producing e-newsletters
Updating client profiles
71
Cultural & social differences in consideration when communicating in person with clients?
Hand gestures, personal space, gender
Language, race, age
Facial expressions, posture, special needs
Gender, family structure, empathy
72
A characteristic of reflective questions is that they:
require a long answer that is backed up with examples
point the respondent to answer in a certain direction
invite a short, focused answer.
require the respondent to think before responding.
73
Which of these Queensland cities is located closest to the Tropic of Capricorn?
Brisbane
Townsville
Cairns
Rockhampton
74
What is familiarisation?
Reading a variety of brochures about a new product
Undergoing formal training learn about a new booking system
Meeting fellow tourism operators attending a trade seminar
Travelling to a destination to experience the attractions
75
When a guest stays in a hotel,tourist brochure & attends a concert?The correct order of sectors
Tourism information, accommodation, food and beverage
Accommodation, visitor information, entertainment
Transportation, accommodation, information services
Accommodation, information services, meetings and events

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