AOHT PHT Lesson 3 Word Scramble
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| 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 |
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