Coverage for Final

TPC 103: Applied Business Tools and Technology

Schedule: Dec. 02 (Monday) review- graded oral recitation or pretest
Dec. 3 (Tuesday) – self study
Dec. 09, 2019 @ 10:00 -11:30 AM- Final Exam (100 items)
ENUMERATION:
1. Tourism of Business Tools

a. Smart phones e. The business website

b. Cameras f. Laptops and computers
c. Email g. Internet
d. Software
h.

2. Local Airlines in the Philippines with 2 letter IATA codes

a. Philippine Airlines - PR c. Zest Air or Air Asia - Z2
b. Cebu Pacific - 5J d. Sky jet - M8

3. Ways to improve your customers service skills:

a. Strengthen your customer service skills e. Work ethic
b. Empathy, patience and consistency f. Knowledge
c. Adaptability g. Confidence
d. Clear communication

4. Customers service skill that every employee needs

a. Patience h. Goal-Oriented Focus
b. Attentiveness i. Ability to Handle surprises
c. Knowledge of The Product j. Persuasion Skills
d. Ability to Use Positive Language k. Tenacity
e. Acting Skills l. Closing Ability
f. Time Management Skills m. Empathy
g. A Calming Presence n. Willingness to Learn

5. H.E.A.R.T method stands for:

H-Hearing
E-Empathy
A-Apologized
R- Respond
T- Thank

6. Sales process
a. Prospecting d. Presentation
b. Preparation e. Handling Objection
c. Approach f. Closing

7. Information needed to acquire when placing calls on hold, transferring calls or taking messages
a. Caller’s name c. Student I.D no. (if student)
b. Caller’s phone number d. Subject concern (if permitted)

8. TOP TIPS FOR HANDLING ALL DIFFICULT CUSTOMERS

a. Remain calm yourself g. Restate content or feeling
b. Don’t take it personally h. Propose an action plan/suggest options and then
c. Ask relevant questions do it!
d. Give reasons for all actions/requests i. Remain courteous
e. Listen closely to understand the problem j. Show in your voice that you care
f. Agree what the problem is without blaming the
customer

9. Detail needed for a reservation system

a. Record reservation details: f. Number of guests
b. Dates – Arrival and Departure g. Rate code
c. Name of the guest h. Address
d. Type of room/request – usually affects the rate i. Contact details
quoted j. Passport number.
e. Time of arrival – (24-hour clock)

10. Types of customer service channel

a. Emails d. Social media
b. Phone calls e. In person
c. Chat

11. The ‘big three’ global distribution systems

a. Amadeus GDS
b. Sabre GDS
c. Travel port GDS

12. Types of customer service

 a. Live Answering Services c. Live Chat Support
b. Interactive Voice Response Representative d. Email Customer Service

13. The five SERVQUAL dimensions are:

a. Tangibles d. Assurance
b. Reliability e. Empathy
c. Responsiveness

14. Clerical skills and qualities to be effective on the job

a. Communication Skills h. Planning Skills
b. Computer Skills i. Teamwork skills
c. Organizational Skills j. Accounting Skills
d. Attention to Detail k. Language Skills
e. Customer Service skills l. Data Entry Skills
f. Dependability m. Multitasking
g. Work Ethic n. Payroll

15. 4 P's of marketing

a. Product c. place
b. Price d. promotion

16. Operation manager responsibilities includes:

a. Human Resource Management
b. Asset Management
c. Cost Management

FACTS:
1. Good communication ensures the sufficient operation of all levels of an organization, whereas Poor communication often
results in inefficiency which equals to loss of productivity and consequently loss of profits.

2. Listening, Reading and Speaking is important, aspect in communication skills.

3. Listening is important because “the ability to listen or to tune in the needs and objectives of clients, customer and
colleagues is the one skill that can make difference a mediocre company and good company.

4. When attending to customers’ problems, using positive language takes the stress away from situation.

5. Words are powerful and they can create trusting relationships with your costumer.

6. Try to answer the phone within three rings. Answering a phone too fast can catch the caller off guard and waiting too long
can make the caller angry.

7. Why do customers get angry? This happens when a product or service does not live up to the customers’ expectations,
understanding or they were giving the wrong information by a sales agent.

8. If you are going to solve the customers issue, you should know what resolutions you have available to you. If you do not
have the tools to solve the problem yourself, you may have to take the issue to a manager

9. The Philippine airline will not accept domestic carriage of minors below 7yrs of age unless a person accompanies them at
least 15 yrs of age.

10. The Philippine airline will not accept international carriage of minors below 12 yrs old

11. A minor Filipino child (age below 18 years old) travelling outside of the Philippines not accompanied by a parent is required
to have a travel clearance from the DSWD.

12. OVERWEIGHT FLYING TIPS: If you’re flying overweight, it’s important to find an airline that can accommodate you
before you book your flight.

13. The World Map and Its Time Zones -: The world is round; it has a total of 360 degrees. - Every longitude is divided into
15 degrees/ every 15 degrees’ latitude is equivalent to 1 hour - It has a total of 24 hours.

14. What is the advantage of using technologies in any tourism related businesses?
- Improve customer service skills, increase production, manage human resources, improve communication, can be used
as a catalyst for innovation

14. what is customer service?

- It is the value added to the product. Is the direct one-on-one interaction between a consumer making a purchase and a
representative of the company that is selling it.

15. Advantages of technology in business?

- Increased productivity & efficiency, Effective communication, Automated business processes, with help of software
and apps, Reduced business costs and Mobility.

BASIC KEYBOARD TECHNIQUES:

 Alt+F- File menu options in current program.  Alt+Tab- Switch between open programs.
 Alt+E- Open edit options in current program.  F1- View help information
  F2-Rename/ Edit a selected file  Ctrl+Y- Re do last action.
 F5-Refresh the current program window  Ctrl+Z- Undo last action
 Ctrl+N- Create a new blank  Ctrl+P-Print the current page or document.
 Ctrl+A- Select all text.  Ctrl+End- Goes to end of document
 Ctrl+B- Change selected text to be bold.  Shift+Home- Highlights from current position
 Ctrl+I- Change selected text to be in italics.  Ctrl+Left arrow- Moves one word to the left
 Ctrl+U- selected text to be underlined.  Ctrl+Right arrow- Moves one word to the right
 Ctrl+S- Save current document file.  Ctrl+Esc- Opens the start menu
 Ctrl+X- Cut selected item.  Alt+F4- Close the currently active program
 Ctrl+C- Copy  Alt+Enter- Open the properties for the selected item.
 Ctrl+V- Paste

APPLICATION:
Local time and Elapse flying time
GMT + - means ahead of Greenwich Mean Time
so; subtract time to get the local time

Example: MNL (GMT +1) 10:00 am

VET 11:40am
denotes that MNL is 1 hours ahead of VET, so; when its
10:00AM in MNL local time (GMT+1 means minus 1 hour)
9:00 AM in VET local time

Departure: MNL(GMT+1) 10:00AM

Arrival: VET 11:40AM
T-chart
VET Local Time: 9:00AM (GMT+1 means minus 1 hour)

9:00 NO. of Hrs. 11:00AM  

10:00 1 11:10 10
11:00 1 11:20 10
  2 hrs 11:30 10
11:40 10
  40 min.
Total elapsed flying time is: 2hrs and 40 mins.

GMT - – means behind of Greenwich Mean Time (GMT),

so; add time to get the local time.

Ex. MNL (GMT -1) 6:10 am

NRT 11:40am

denotes that MNL is 1 hours behind of NRT, so; when its 6:10AM in MNL, add 1 hour to get the local time.

6:10 am MNL local time (GMT -1 means add 1 hour)

7:10 am NRT local time

Departure: MNL(GMT-1) 6:10AM

11:40A
Arrival: NRT M
T-
chart
NRT Local 7:10A
Time: M (GMT-1 means add 1 hour)

NO. of
7:10 Hrs.   11:10am No. of min.
8:10 1 11:20 10
9:10 1 11:30 10
10:1
0 1 11:40 10
30
11:1 min
0 1   .
  4hrs.  
Total elapsed flying 4hrs and 30 mins.
 time is:

GMT ( + ) denotes no time difference of Greenwich Mean Time (GMT).

The World Map and Its Time Zones : The world is round; it has a total of 360 degrees.
It has a total of 24 hours

So, 360°/ 24 hrs. = 15° per 1 hour

Every longitude is divided into 15 degrees
every 15 degrees’ latitude is equivalent to 1 hour

DEFINITION OF TERMS:

ACCESS A permission, liberty, or ability to enter, to approach, or pass, to and from a place.

ADMINISTRATIVE SKILLS to have stronger work ethic by completing task in a punctual and quality manner
while working well with others.

BUSINESS TOOLS refers to items that are used to specific business practices. This can include
software, analytics, scheduling programs that included in running a business.
BIOTECHNOLOGY Based on biology, includes medical and agricultural technologies.
CHRONEMICS is the study of how people use time.

CONVENIENCE Your product or service needs to be a convenient solutions to the function your
customers are trying to meet.
CUSTOMER SERVICE A value added to the product

DATABASE also called Electronic database, any collection of data, or information, that is
specially organized for rapid search and retrieval by a computer.
DEFER JUDGEMENT a proper evaluation of a situation

ELAPSED FLYING TIME Actual time an airplane spends in the air, as opposed to time spent taxiing to and
from the gate and during stopovers.

ELECTRONIC MEDIA Are media which use electronic, means to broad cast what this media wants the
public to hear.

ELECTRONIC MEDIA Are media which use electronic, means to broadcast, what this media want the
public to hear and see.

FINANCE is essential to make sure that all money matters have been utilized to their fullest
extent

FORECASTING
software makes an estimate of certain events that may occur in the future
GLOBAL DISTRIBUTION which supports travel agencies and other distribution channels in making
SYSTEM (GDS) reservations for most major airlines in a single system.
HAPTICS
is the study of touch.
HOTEL MANAGER A person who oversee all aspects of running a
INFORMATION facts provided or learned about something or someone

INTERNET a global computer network providing a variety of information and communication

facilities, consisting of interconnected networks using standardized communication
protocols.

KENETICS
is the study of how we use body movement and facial expressions.

LISTENING has a major impact on your job effectiveness and on the quality of your
relationships with other.
NON – VERBAL
COMMUNICATION is a highly interesting realm, apart from being extremely important.

ONE-WAY (OW) FLIGHT

flying from somewhere (your origin) to somewhere else (your destination).
OPERATIONS
MANAGEMENT pertains to managing the operation and process within an organization
 OPTIONS Offer a variety of product, subscription, and payment option to provide that
freedom choice.

PERFORMANCE The product or service needs to perform correctly so the customer can achieve their
goals
PRINTED MARKETING Printed pieces like business cards, brochure, post cards and flyers that will promote
MATERIALS your product and service
PRINTED MARKETING Printed pieces like business cards, brochure, post cards and flyers that will promote
MATERIALS your product and service

PROXEMICS
is the study of how our use of space influences the ways we relate with others.

RELIABILITY The product or service needs to reliable function as advertised every time the
customers wants to use it.

RETRIEVE To find and get information from a computer or disk. To get and bring back a
booking or reservation.
RETURN OR ROUND TRIP
(RT) flying from your origin to your destination then back to your origin.

SELLING Interaction between a potential buyer and a person hired by a company to sell its
products to potential buyers.

SERVICE A commercial enterprise that provides work performed in an expert manner by an

individual or team for the benefit of its customers.

SOCIAL MEDIA Internet became the largest source of information, this tool can help your business
wider.

SOFTWARE are programs and other operating information used by a computer. Examples of
application software’s are internet browsers.
STRATEGY
a plan of action or policy designed to achieve a major or overall aim.

SURVEYS are useful for determining which products to create and also for improving or
upgrading existing goods.

SYSTEMS are the inter-related sets of tasks or activities that help organize and coordinate
work, it is usually standardized and done across the whole organization.

TECHNOLOGY is a body of knowledge devoted to create tools, processing actions and the
extracting of materials.

TOUR GUIDE A person who must have expert knowledge of specific areas, including natural
features, historic sites, museums, and other tourist destinations.

A Person who typically combines tour and travel components to create holiday
TOUR OPERATOR packages. He or she will deal with various service providers, including bus
operators, airlines and hoteliers
TRANSPARENCY the act of being openness from the business they give money to
TRAVEL AGENT they research, plan, and book trips for individuals and groups.
WORD OF MOUTH is an action taken by a company that ends up motivating people to talk about their
NETWORKING products, services, or brand spontaneously

TOURISM INDUSTRY ACRONYMS:

AITAN International Airlines Travel Agent Network GDS Global Distribution System
AM Ante Meridian GMT Greenwich Mean Time
ARS Airline Reservation System IPA Association of Asia and Pacific Airlines
CoCT Code of Conduct Training PM Post Meridian
CRS Computer Reservation System  AR Alternative Route
FAA Federal Aviation Administration International Association of Amusement Parks
 IAAPA and Attractions
FIDS Flight Information Display System
 PATA Pacific Area Travel Association
Types of exam:
 Identification
 Enumeration
 Application
 True or False
 Essay

Good luck and God Bless!