Here are some tips for you 6: what differents are there between dealing with a business traveller and an ordinary tourist? A Business traveller An ordinary Tourist 1, they don’t usually choose their destination 2, takes trip that are shorter induration 3, the planning period can be very short to very long for conferece delegates ( months to years) 4, is a consumer who uses services but not a customer ( is that it is usually the employer who makes the decision as to how the business tourist will travel) 5, usually more experienced, demanding consumer 1, nearly always chooses their destination 2, averagely longer trips than business traveller 3, plans trips generally medium time scale ( few week to a year) 6, travels relatively frequently 7, fewer budgets conscious 4, is both customer and consumer who takes the decision, makes puchases and pays 5, generally less experienced and less demanding consumers 6, travels relatively infrequently 7, relatively cost consicious as usually paying bill hemselves *what does a business traveller look for when arranging a trip? + Scheduling your business trip: something such as arrive a day or an evening perior to your meeting so that you get a good night join loyalty with airlines ( lots of benefits as well ) + Pack light: always caries basic clothing, medication, socks, toileties (smile hihi) and important documents in little pouches + Planning the meetings: ask the people at the local company about the time it takes from one location to the other, so you can plan occordingly, chart out routes using tools like google maps, ( more things for you that is, don’t forget to charge all your electronics the night before) + Pick the right hotel : choose any places which is useful for all of you + Check the weather to whenever you’re going there and don’t forget to bring a jacket when it’s snowing outside + Don’t just travel the world, see it: learning about the place, people and culture will help you in memsely while you conduct business there Besides you can give your points more just share your ideas with examiner 7: what things might tourists and travellers usually complain about? Wow that’s an interesting question ah + poor service + poor quality +food and drink + not interesting places + bad weather or traffic lots of things you can talk about it *what kinds of complains might a travel agent and a tour operator have a deal with ( I think you have the answer in your book haha) 8: A customer complains “ the transfer to our hotel, advertised in your brochure are talking approximately twenty minutes, in fact it took over an hour” + in my opinions You know that “ no one likes dealing with difficult customers • • • The first thing you need to know hơ to Listen carefully to what the customer has to say, and let them finish ( then just as calmly reply and react to them with the following time in mind) Don’t make any trouble with customers , try to understand what they are saying and unhappy ( we know that that it’s not easy to make customer happy so possiblly you make a company policy to have $ 10 gift card to a local coffee shop on hand to give to upset customers ( or even customers who you may see are having a bad day )) After that explaining anything for customer understand why was it too late like that ( if it’s the first time being like that, it’s okay, but it’s always like that you should change the time of transfer more) -> try to deal with customers as well as possible , apologize with blaming ( I’m sorry about that giving • • and reminding us how to be better, the next time I promise that It will never be happened again) It’s sometimes up to customer who is hard to deal or not as we find out a great solution as well Ask the customer “ what would be an acceptable solution to you?” ( just make custormers who is known that it was all an accident) If you have any questions about this, let me know, just my advice, use it or not up to you Good luck ^^ ... about the place, people and culture will help you in memsely while you conduct business there Besides you can give your points more just share your ideas with examiner 7: what things might tourists...*what does a business traveller look for when arranging a trip? + Scheduling your business trip: something such as arrive a day or an evening perior to your meeting so... advertised in your brochure are talking approximately twenty minutes, in fact it took over an hour” + in my opinions You know that “ no one likes dealing with difficult customers • • • The first thing