Help
Options
Didn't know it?
click below
click below
Knew it?
click below
click below
Don't Know
Remaining cards (0)
Know
retry
shuffle
restart
0:00
Embed Code - If you would like this activity on your web page, copy the script below and paste it into your web page.
Normal Size Small Size show me how
Normal Size Small Size show me how
AOHT PHT Lesson 3
The Psychology of the Traveler and Customer Service
| Question | Answer |
|---|---|
| An organization that provides a variety of travel resources for members, including flight, dining, and hotel discounts; booking assistance; traveler’s insurance; maps; and vacation suggestions. | AAA (American Automobile Association) |
| Being alert and caring about customers and their needs. | Attentiveness |
| The way you present yourself; your state of mind. | Attitude |
| A lodging option in which guests stay in private homes converted to host overnight travelers. Breakfast is included as part of the lodging package. | Bed and Breakfast |
| A gathering of business people who come together to share products, services, ideas, and information with each other and with consumers. | Business Convention |
| An expression of dissatisfaction or unhappiness. | Complaint |
| Maintaining a calm, professional attitude. | Composure |
| A person who purchases products and services. | Consumer |
| The decision to spend money at a specific business based upon the quality and/or convenience of its products and services. | Consumer Choice |
| The reason for action, based on the person’s needs and desires. | Consumer Motivation |
| Items or conditions necessary for survival, including food, water, shelter, and safety. | Consumer Needs |
| Items or conditions desired but not necessary for survival; often the driving force behind travel decisions. | Consumer Wants |
| Being respectful and considerate of others. | Courteous |
| The assistance provided to customers by employees. | Customer Service |
| The geographical location that serves as the endpoint or point of interest in a trip; can be a public site or a private business (such as Disneyland). | Destination |
| The response customers provide after receiving service. | Feedback |
| Points awarded by airlines to passengers, usually based on how many miles the passenger has flown or earned through credit card spending. | Frequent Flyer Miles |
| Welcoming customers and demonstrating your readiness to assist them. | Greeting |
| A theory of consumer motivation developed by Abraham Maslow that places human needs in five levels, from most basic to most complex. The basic needs form the base of a pyramid and the most complex are the apex of the pyramid. | Maslow's Hierarchy of Needs |
| A theory of consumer motivation developed by Philip Pearce that categorizes levels of motivation as steps in a ladder; the most pressing motives, at the bottom of the ladder, must be met before the next level of motives can be addressed. | Pearce's Leisure Ladder |
| A theory of traveler personality developed by Stanley Plog that categorizes different kinds of travelers along a continuum. The most traditional type is at one end and the most adventurous is at the other. Most people fall somewhere in the middle. | Plog's Model |
| Listening carefully and responding with clarifying questions. | Proactive Listening |
| Customers who return to the business again and again; often a sign of a successful business. | Repeat Customers |
| A person trained to advise and assist travelers in making travel arrangements. | Travel Agent |
| Thinking of solutions; problem solving. | Troubleshooting |
| Pockets of air that cause a plane to bounce and sway. | Turbulence |
| The advertising generated by customers sharing their experiences—whether good or bad—with others. A very powerful way to attract—or chase away—new customers. | Word of Mouth |
Created by:
jandrad123
Popular Marketing sets