UNIT 3-5
UNIT 3
Take Off
1. look at the different packages holidays. what type of holiday are they advertising?
Answer: there are four differences holidays in the advertising there is Adventure tourism package,family tourism package, historical tourism package, winter tourism package.
2. which holiday(s) would you choose? why?
Answer: I would like t to choose an adventure tourism package. Because I like to play with nature and see the beauty of nature in the world make me feel so relax.
3. have you or has anybody you know ever been on a package holiday?
Answer: Yes, I have my cousins ever been on a family tourism package holiday to Ukraine
4. why do you think people go on package holidays? think of three reasons. compare your reasons with your partners.
Answer: the reasons why people go on package holidays first because they want to take care of the body from stress so all people have is to care about enjoying, relaxing and being stress-free. seconds all-inclusive holidays can be both with a group and just with your family as well. joining the group will be an all-new and interesting experience. here you will get to meet many new faces from all over the globe. third all-inclusive packages usually offer plenty of options for recreation, organized activities, and adventures throughout the day for all age groups. These usually consist of comedy shows, musical nights, sports events, pool activities, kids club and more.
Reading
The role of tour operators
Read the article and find the answers.
1. Package holidays are created by tour operators and then sold through the chain of distribution.
a. What are the components of a typical package holiday?
b. Who else forms part of the chain of distribution?
c. How many different types of tour operator are there?
Answer: a. all of the components necessary for a complete vacation:
- transport to and from the destination
- transfers between the airport/station/port and hotel
- food and accommodation at the destination
- other services such as a guide or holiday'rep'
b. the professionals who bring these elements together to create a holiday are called tour operators.
c. 1. the mass market operator
2. Domestic operators
Language spot
Asking questions
one way tour operatours like Begona market their product is by attending tourism fairs. there they can meet other travel agents and direct-sell clients.
1. Look at the notes below. They were made by a travel agent who is looking for different types of package holiday to sell.
Brochures of tours?
Price include transfers?
Price include meals?
Use local hotels?
Accept groups?
Discount for groups?
How much?
Travel agent's commission - how much?
Promotion materials and displays?
Managing budgets?
Recruiting, training and supervising staff?
Meeting profit or sales targets?
Cruise Lines?
Package holiday operators?
2. what were the questions the travel agent asked when talking to a tour operator?
examples
Brochures of tours?
Price include transfers?
'Does the price include transfers?'
Can you give a recommendation that you think I should visit?
When is the best time to visit this location based on flight fare and accommodation?
Do you ensure I get the best vacation package deal for my budgeted cost and how?
Do you charge separate fees for your services?
Are fees all inclusive or should I be prepared for surprises on arrival
What is your refund policy?
3. Can you think of any other questions the travel agent might ask?
Answer: Can you give a recommendation that you think I should visit?
When is the best time to visit this location based on flight fare and accommodation?
Do you ensure I get the best vacation package deal for my budgeted cost and how?
Do you charge separate fees for your services?
Are fees all inclusive or should I be prepared for surprises on arrival
What is your refund policy?
Promotion materials and displays?
Managing budgets?
Recruiting, training and supervising staff?
Meeting profit or sales targets?
Cruise Lines?
Package holiday operators?
Reading
An inclusive tour
Tour operators regularly use brochures and the Internet to advertise their package holidays and tours.
1. Look at the map of the Baltics. Read through the tour and connect the cities and other places in the order in which they are visited.
Answer: Monday in the morning a city tour of Riga visiting the medieval town. Afternoon departure for Tallin with a stop in Parnu. Arrival in Tallinn. check in at the HotelOvernight at Hotel Domina Ilmarine. Tuesday morning city tour of Talinn, The tour include the Toompea Castle, the Russian Orthodox Cathedral and the Town Hall Square. Wednesday after breakfast, the tour ends with individual departures. Friday arrived Vilnius the capital of Lithuania, check in at the hotel. Saturday morning city tour of Vilnius, Afternoon trip to Trakai, former capital of Lithuania visit to a 14th century castle.overnight at Hotel City Park. Sunday morning departure by coach to Riga, the capital of Latvia. visit to Rundale, visit rundale, a beautiful baroque palace south of Riga. Check in at the hotel, Overnight at Hotel Raisson SAS Daugava.
2. One of your clients is interested in visiting the Baltics. Look at the tour description and find the following information for the client.
1. The length of the tour
Answer: 6 days 5 nights
2. Departure for the second half of July or beginning of August
Answer: Guaranteed departure: Friday 2007 July 13th 2007 and August 3th 2007
3. What type of accommodation will they have?
Answer: daily breakfast, 1 welcome drink, transportation by air-conditioned coach, local tour guide, private arrival transfer.
4. The basic price of the tour
Answer: from $845 per person double
$345 single supplement
5. How much will the tour cost for one person using a single room?
Answer: $845 per person
6. Does the cost of the tour include
a. all food and meals?
Answer: just for daily breakfast not for lunch and dinner
b. entry costs to monuments?
Answer: cost are borne by themselves
c. arrival and departure transfers?
Answer: private arrival transfer only
7. Will there be a guide on the tour?
Answer: yes there it is, local tour guides
3. Work with a partner. student A, you are the client. Student B, you are the travel agent. Ask and Answer the questions about the Baltics tour. when you have finished, change roles.
Language spot
Prepositions of time
1. Match the prepositions at, for, in and on with the time expressions on the right.
on Sunday
at Easter
on 10 June
on the weekend
in the afternoon
for six days
at night
at summer
at 4 o'clock
for a long time
on 2007
2. Use the correct preposition (at, for, in, on) to complete the itinerary.
Basically Bolivian
Day 01 Arrive at La Paz International Airport. At 21.30h. Transfer to the hotel. check-in, and light supper
Day 02 LA PAZ
Half-day tour of LA PAZ. try 'saltenas', a Blivian snack that is only eaten in the morning. Afternoon free for shopping. visit a traditional folk music 'pena' at night.
Day 03 LA PAZ - LAKE TITICACA
Leave after breakfast for the Tiwanaku ruins. for more than 500years Tiwanaku was the centre of American civization.
Day 04 LAKE TITICACA
Lake Titicaca, the sacred lake of he Incas, is the highest navigable lake in the world. We make an early start at dawn to see the sun come up over the lake.
Customercare
The personal touch
We always call our clients when they are on holiday in Burma so that we can make sure they are happy and change anything that they don't like.
Myanmar Gold representative
Coach tours can be very impersonal, so as the tour guide, I make a big effort to learn each person's name as soon as possible, and by the end of the second day of the tour at the latest.
Scantours representative
1. Have you ever experience a holiday or a visit to a tourist attraction when you felt you received the personal touch?
Answer: I ever had holiday but only in domestic tourism and never go to foreigner country
2. how can tour operators give the personal touch to tourists before, during, and after their holiday or trip?
Answer: (I don't get it the word personal touch)
Find out
1. Who are the biggest tour operators in your country or region?
Answer: Elbar tour and Travel
2. Which are the most popular destinations they offers?
Answer: Karang Resik, Taman Kota, Taman Dadaha, Agung Mosque
3. which are the new destinations this year?
Answer: Karang Resik and Taman Kota
4. Do tour operators in your country only sell through travel agents or do they sell direct?
Answer: sell through agents
5. Are there any specialist tour operators in your country?
Answer: yes we have
6. What type of specialist holidays do they market?
Answer: in the sunday midnight the citizen always held a festival called Mambo, there are served so many culinary and on the weekend there is also a festival called car-free-day
Writing
Describing local tour operations
Use the information you have collected by answering the questions in find out and write a brief description of how tour operation works in your country.
Tour Operation in Tasikmalaya
The biggest tour operators in Tasikmalaya are Manik Company. There are a number of important providers in our country. including, Garuda airline, Fave Hotel, 21 Hotel, etc. The Most popular destinations that the tour operators offer every year are Karang Resik. New offers this year include Taman Kota.
UNIT 4
Take off
1. Match the quotes with the pictures. Write quotes for the other two pictures.
Answer: 1-b
2-e
3-a
4-d
5-c
6-b
7-c
2. Write down the last three trips you or members of your family made, and reason
example: Paris - Weekend sightseeing trip
Answer: Bandung - my sister's graduation
Yogyakarta - a holiday with my family
Jakarta - to pick up sister's friend from England and holiday
3. Work in groups show each other the trips you wrote down. Can you put the different reasons into categories?
Answer: Leisure, Business and Visiting friends and relatives
Reading
Why do people travel?
1. Read the text. How many of the types of trip you listed in Take off can you find?
Answer: 3 places
2. look again at the trips you listed and put them into the categories described in the text.
Answer: Bandung - VFR
Yogyakarta - Leisure
Jakarta - Leisure
Listening
Reasons for travel and money spent on travel
2. Compare the two charts. Why do you think people traveling for leisure for business spend more money than people traveling fo VFR?
Answer: because traveling for business will take a lot of money like we have to find where we gonna live and then we have to buy business needed or maybe we have to pay the fees if there is any
3. Use the information from the trips you listed in Take off to make a pie chart. How is it different from the chart for British tourists?
Answer:
Vocabulary
Reasons for travel
1. Match the words in A with the definitions in B
sightseeing j
trade fair g
study tour i
trek a
conference f
wedding l
pilgrimage k
day trip b
festival e
weekend break d
familiarization trip c
intensive tour h
2. What is the purpose of each the travel activities: leisure, business or VFR?
Answer: Leisure travel is travel in which the primary motivation is to take a vacation from everyday life. Leisure travel is often characterized by staying in nice hotels or resorts, relaxing on beaches or in a room, or going on guided tours and experiencing local tourist attractions.
Business l is a more limited and focused subset of regular tourism. During business tourism (traveling), individuals are still working and being paid, but are doing so away from both their workplace and home.
VFR One definition put forward has been "VFR travel is a form of travel involving a visit whereby either (or both) the purpose of the trip or the type of accommodation involves visiting friends and/or relatives.
3. Have you ever traveled for one of these activities? tell your partner about it.
Answer: Leisure activities with my family just for relaxing from the day full of busyness to take off the day.
Language spot
Talking about reason
1. Match the questions in A with the answers in B
A
B
Can I ask you a few questions?
c. Certainly
Where are you travelling to?
f. Bangkok
What is the purpose of your visit?
e. For a study tour
Why are you visiting London?
d.Yes, we wan to go to Scotland
How long are you planning to stay?
a. For a week so
What's the reason for your trip?
g. It's my brother's wedding
Why don't you check?
b. Ok thanks
Do you have any other reason to be here?
h. Business
2. Which of the questions are asking about reason?
Answer: What is the purpose of your visit?
Why are you visiting London
What's the reason for your trip?
Do you have any other reason to be here?
4. Which sentence refers to a reason that might happen?
Answer: Why are you coming here?
Why are you visiting Makkah?
What the reason for you to come here?
5. Complete these sentences spoken by other travellers at the airport.
1. We're going to Amsterdam to visit my sister who's just had a baby.
2. We're just waiting for our connecting flight. It's been delayed because of technical difficulties.
3. They say the flight may be delayed, so I think I'll phone the hotel because we're late.
4. We're going to Rome in case we want to see the Coliseum.
5. I'm going back to my old university for a special reunion. I've just bought a video camera to take a film of everyone.
Where in the world?
1. What do you know about Kenya? What type of holiday activities does it provide?
Answer: Kenya is a country in East Africa with a coastline on the Indian Ocean. It encompasses savannah, Lakelands, the dramatic Great Rift Valley, and mountain highlands. The main activities on a Kenyan holiday is; a wildlife tour at major national parks, a drive to a sub Saharan desert, relaxing on the white sandy beaches, mountain climbing and hiking in forests.
2. The reason would a tourist give for choosing Kenya as a holiday destination?
Answer: Tourism protects Kenya's people and wildlife so communities have to turn to wildlife for food – and are forced to go into the cities to look for work. Tourism here really does protect traditional ways of life, and cultures, and wilderness.
3. What does he enjoy about his job?
Answer: Kenya is a wonderful place for visitors to come. Kenyan people are very friendly people.
4. How much of his business comes from the internet?
Answer: In 2018, Travel & Tourism grew 5.6% to contribute KSHS 790 billion and 1.1 million jobs to the Kenyan economy. This rate of growth is faster than the global average of 3.9% and the Sub-Saharan Africa average of 3.3%
4. Which of these holiday activities does he mention?
Answer: beaches, safaris, hiking, culture, golf.
Reading
The changing face of tourism
1. Discuss these questions with a partner.
1. How do you think tourists' reason for travelling have changed in the last twenty or 30 years?
Answer:
2. What do you think is meant by 'old' and 'new' tourism?
Answer: new Multidimensional approaches in tourism have led people to desire more and more to 'LIVE' their holidays rather than just spending them. New Tourism is a term that comprehensively describes the new-aspects of social, cultural, economic changes and diversification of tourism. old
3. Do you think these words are related to 'old' or 'new' tourism? Use a dictionary to help you.
Answer: yes it is related but not really changed the whole meaning in tourism.
2. Read the article to check your answer
3. Use information from the text to complete these tables.
In Africa
Old Tourism
New Tourism
1. What do tourists want to do?
hoped to see lion but to lie by the pool
2. What do tourists want to eat?
eat from their own country
3. Where do tourist stay for more?
they are looking for the more authentic experience
4. Who are the tourism employees?
UNIT 5
Take Off
1. look at the different packages holidays. what type of holiday are they advertising?
Answer: there are four differences holidays in the advertising there is Adventure tourism package,family tourism package, historical tourism package, winter tourism package.
2. which holiday(s) would you choose? why?
Answer: I would like t to choose an adventure tourism package. Because I like to play with nature and see the beauty of nature in the world make me feel so relax.
3. have you or has anybody you know ever been on a package holiday?
Answer: Yes, I have my cousins ever been on a family tourism package holiday to Ukraine
4. why do you think people go on package holidays? think of three reasons. compare your reasons with your partners.
Answer: the reasons why people go on package holidays first because they want to take care of the body from stress so all people have is to care about enjoying, relaxing and being stress-free. seconds all-inclusive holidays can be both with a group and just with your family as well. joining the group will be an all-new and interesting experience. here you will get to meet many new faces from all over the globe. third all-inclusive packages usually offer plenty of options for recreation, organized activities, and adventures throughout the day for all age groups. These usually consist of comedy shows, musical nights, sports events, pool activities, kids club and more.
Reading
The role of tour operators
Read the article and find the answers.
1. Package holidays are created by tour operators and then sold through the chain of distribution.
a. What are the components of a typical package holiday?
b. Who else forms part of the chain of distribution?
c. How many different types of tour operator are there?
Answer: a. all of the components necessary for a complete vacation:
- transport to and from the destination
- transfers between the airport/station/port and hotel
- food and accommodation at the destination
- other services such as a guide or holiday'rep'
b. the professionals who bring these elements together to create a holiday are called tour operators.
c. 1. the mass market operator
2. Domestic operators
Language spot
Asking questions
one way tour operatours like Begona market their product is by attending tourism fairs. there they can meet other travel agents and direct-sell clients.
1. Look at the notes below. They were made by a travel agent who is looking for different types of package holiday to sell.
Brochures of tours?
Price include transfers?
Price include meals?
Use local hotels?
Accept groups?
Discount for groups?
How much?
Travel agent's commission - how much?
Promotion materials and displays?
Managing budgets?
Recruiting, training and supervising staff?
Meeting profit or sales targets?
Cruise Lines?
Package holiday operators?
2. what were the questions the travel agent asked when talking to a tour operator?
examples
Brochures of tours?
Price include transfers?
'Does the price include transfers?'
Can you give a recommendation that you think I should visit?
When is the best time to visit this location based on flight fare and accommodation?
Do you ensure I get the best vacation package deal for my budgeted cost and how?
Do you charge separate fees for your services?
Are fees all inclusive or should I be prepared for surprises on arrival
What is your refund policy?
3. Can you think of any other questions the travel agent might ask?
Answer: Can you give a recommendation that you think I should visit?
When is the best time to visit this location based on flight fare and accommodation?
Do you ensure I get the best vacation package deal for my budgeted cost and how?
Do you charge separate fees for your services?
Are fees all inclusive or should I be prepared for surprises on arrival
What is your refund policy?
Promotion materials and displays?
Managing budgets?
Recruiting, training and supervising staff?
Meeting profit or sales targets?
Cruise Lines?
Package holiday operators?
Reading
An inclusive tour
Tour operators regularly use brochures and the Internet to advertise their package holidays and tours.
1. Look at the map of the Baltics. Read through the tour and connect the cities and other places in the order in which they are visited.
Answer: Monday in the morning a city tour of Riga visiting the medieval town. Afternoon departure for Tallin with a stop in Parnu. Arrival in Tallinn. check in at the HotelOvernight at Hotel Domina Ilmarine. Tuesday morning city tour of Talinn, The tour include the Toompea Castle, the Russian Orthodox Cathedral and the Town Hall Square. Wednesday after breakfast, the tour ends with individual departures. Friday arrived Vilnius the capital of Lithuania, check in at the hotel. Saturday morning city tour of Vilnius, Afternoon trip to Trakai, former capital of Lithuania visit to a 14th century castle.overnight at Hotel City Park. Sunday morning departure by coach to Riga, the capital of Latvia. visit to Rundale, visit rundale, a beautiful baroque palace south of Riga. Check in at the hotel, Overnight at Hotel Raisson SAS Daugava.
2. One of your clients is interested in visiting the Baltics. Look at the tour description and find the following information for the client.
1. The length of the tour
Answer: 6 days 5 nights
2. Departure for the second half of July or beginning of August
Answer: Guaranteed departure: Friday 2007 July 13th 2007 and August 3th 2007
3. What type of accommodation will they have?
Answer: daily breakfast, 1 welcome drink, transportation by air-conditioned coach, local tour guide, private arrival transfer.
4. The basic price of the tour
Answer: from $845 per person double
$345 single supplement
5. How much will the tour cost for one person using a single room?
Answer: $845 per person
6. Does the cost of the tour include
a. all food and meals?
Answer: just for daily breakfast not for lunch and dinner
b. entry costs to monuments?
Answer: cost are borne by themselves
c. arrival and departure transfers?
Answer: private arrival transfer only
7. Will there be a guide on the tour?
Answer: yes there it is, local tour guides
3. Work with a partner. student A, you are the client. Student B, you are the travel agent. Ask and Answer the questions about the Baltics tour. when you have finished, change roles.
Language spot
Prepositions of time
1. Match the prepositions at, for, in and on with the time expressions on the right.
on Sunday
at Easter
on 10 June
on the weekend
in the afternoon
for six days
at night
at summer
at 4 o'clock
for a long time
on 2007
2. Use the correct preposition (at, for, in, on) to complete the itinerary.
Basically Bolivian
Day 01 Arrive at La Paz International Airport. At 21.30h. Transfer to the hotel. check-in, and light supper
Day 02 LA PAZ
Half-day tour of LA PAZ. try 'saltenas', a Blivian snack that is only eaten in the morning. Afternoon free for shopping. visit a traditional folk music 'pena' at night.
Day 03 LA PAZ - LAKE TITICACA
Leave after breakfast for the Tiwanaku ruins. for more than 500years Tiwanaku was the centre of American civization.
Day 04 LAKE TITICACA
Lake Titicaca, the sacred lake of he Incas, is the highest navigable lake in the world. We make an early start at dawn to see the sun come up over the lake.
Customercare
The personal touch
We always call our clients when they are on holiday in Burma so that we can make sure they are happy and change anything that they don't like.
Myanmar Gold representative
Coach tours can be very impersonal, so as the tour guide, I make a big effort to learn each person's name as soon as possible, and by the end of the second day of the tour at the latest.
Scantours representative
1. Have you ever experience a holiday or a visit to a tourist attraction when you felt you received the personal touch?
Answer: I ever had holiday but only in domestic tourism and never go to foreigner country
2. how can tour operators give the personal touch to tourists before, during, and after their holiday or trip?
Answer: (I don't get it the word personal touch)
Find out
1. Who are the biggest tour operators in your country or region?
Answer: Elbar tour and Travel
2. Which are the most popular destinations they offers?
Answer: Karang Resik, Taman Kota, Taman Dadaha, Agung Mosque
3. which are the new destinations this year?
Answer: Karang Resik and Taman Kota
4. Do tour operators in your country only sell through travel agents or do they sell direct?
Answer: sell through agents
5. Are there any specialist tour operators in your country?
Answer: yes we have
6. What type of specialist holidays do they market?
Answer: in the sunday midnight the citizen always held a festival called Mambo, there are served so many culinary and on the weekend there is also a festival called car-free-day
Writing
Describing local tour operations
Use the information you have collected by answering the questions in find out and write a brief description of how tour operation works in your country.
Tour Operation in Tasikmalaya
The biggest tour operators in Tasikmalaya are Manik Company. There are a number of important providers in our country. including, Garuda airline, Fave Hotel, 21 Hotel, etc. The Most popular destinations that the tour operators offer every year are Karang Resik. New offers this year include Taman Kota.
UNIT 4
Take off
1. Match the quotes with the pictures. Write quotes for the other two pictures.
Answer: 1-b
2-e
3-a
4-d
5-c
6-b
7-c
2. Write down the last three trips you or members of your family made, and reason
example: Paris - Weekend sightseeing trip
Answer: Bandung - my sister's graduation
Yogyakarta - a holiday with my family
Jakarta - to pick up sister's friend from England and holiday
3. Work in groups show each other the trips you wrote down. Can you put the different reasons into categories?
Answer: Leisure, Business and Visiting friends and relatives
Reading
Why do people travel?
1. Read the text. How many of the types of trip you listed in Take off can you find?
Answer: 3 places
2. look again at the trips you listed and put them into the categories described in the text.
Answer: Bandung - VFR
Yogyakarta - Leisure
Jakarta - Leisure
Listening
Reasons for travel and money spent on travel
2. Compare the two charts. Why do you think people traveling for leisure for business spend more money than people traveling fo VFR?
Answer: because traveling for business will take a lot of money like we have to find where we gonna live and then we have to buy business needed or maybe we have to pay the fees if there is any
3. Use the information from the trips you listed in Take off to make a pie chart. How is it different from the chart for British tourists?
Answer:
Vocabulary
Reasons for travel
1. Match the words in A with the definitions in B
sightseeing j
trade fair g
study tour i
trek a
conference f
wedding l
pilgrimage k
day trip b
festival e
weekend break d
familiarization trip c
intensive tour h
2. What is the purpose of each the travel activities: leisure, business or VFR?
Answer: Leisure travel is travel in which the primary motivation is to take a vacation from everyday life. Leisure travel is often characterized by staying in nice hotels or resorts, relaxing on beaches or in a room, or going on guided tours and experiencing local tourist attractions.
Business l is a more limited and focused subset of regular tourism. During business tourism (traveling), individuals are still working and being paid, but are doing so away from both their workplace and home.
VFR One definition put forward has been "VFR travel is a form of travel involving a visit whereby either (or both) the purpose of the trip or the type of accommodation involves visiting friends and/or relatives.
3. Have you ever traveled for one of these activities? tell your partner about it.
Answer: Leisure activities with my family just for relaxing from the day full of busyness to take off the day.
Language spot
Talking about reason
1. Match the questions in A with the answers in B
A
B
Can I ask you a few questions?
c. Certainly
Where are you travelling to?
f. Bangkok
What is the purpose of your visit?
e. For a study tour
Why are you visiting London?
d.Yes, we wan to go to Scotland
How long are you planning to stay?
a. For a week so
What's the reason for your trip?
g. It's my brother's wedding
Why don't you check?
b. Ok thanks
Do you have any other reason to be here?
h. Business
2. Which of the questions are asking about reason?
Answer: What is the purpose of your visit?
Why are you visiting London
What's the reason for your trip?
Do you have any other reason to be here?
4. Which sentence refers to a reason that might happen?
Answer: Why are you coming here?
Why are you visiting Makkah?
What the reason for you to come here?
5. Complete these sentences spoken by other travellers at the airport.
1. We're going to Amsterdam to visit my sister who's just had a baby.
2. We're just waiting for our connecting flight. It's been delayed because of technical difficulties.
3. They say the flight may be delayed, so I think I'll phone the hotel because we're late.
4. We're going to Rome in case we want to see the Coliseum.
5. I'm going back to my old university for a special reunion. I've just bought a video camera to take a film of everyone.
Where in the world?
1. What do you know about Kenya? What type of holiday activities does it provide?
Answer: Kenya is a country in East Africa with a coastline on the Indian Ocean. It encompasses savannah, Lakelands, the dramatic Great Rift Valley, and mountain highlands. The main activities on a Kenyan holiday is; a wildlife tour at major national parks, a drive to a sub Saharan desert, relaxing on the white sandy beaches, mountain climbing and hiking in forests.
2. The reason would a tourist give for choosing Kenya as a holiday destination?
Answer: Tourism protects Kenya's people and wildlife so communities have to turn to wildlife for food – and are forced to go into the cities to look for work. Tourism here really does protect traditional ways of life, and cultures, and wilderness.
3. What does he enjoy about his job?
Answer: Kenya is a wonderful place for visitors to come. Kenyan people are very friendly people.
4. How much of his business comes from the internet?
Answer: In 2018, Travel & Tourism grew 5.6% to contribute KSHS 790 billion and 1.1 million jobs to the Kenyan economy. This rate of growth is faster than the global average of 3.9% and the Sub-Saharan Africa average of 3.3%
4. Which of these holiday activities does he mention?
Answer: beaches, safaris, hiking, culture, golf.
Reading
The changing face of tourism
1. Discuss these questions with a partner.
1. How do you think tourists' reason for travelling have changed in the last twenty or 30 years?
Answer:
2. What do you think is meant by 'old' and 'new' tourism?
Answer: new Multidimensional approaches in tourism have led people to desire more and more to 'LIVE' their holidays rather than just spending them. New Tourism is a term that comprehensively describes the new-aspects of social, cultural, economic changes and diversification of tourism. old
3. Do you think these words are related to 'old' or 'new' tourism? Use a dictionary to help you.
Answer: yes it is related but not really changed the whole meaning in tourism.
2. Read the article to check your answer
3. Use information from the text to complete these tables.
In Africa
Old Tourism
New Tourism
1. What do tourists want to do?
hoped to see lion but to lie by the pool
2. What do tourists want to eat?
eat from their own country
3. Where do tourist stay for more?
they are looking for the more authentic experience
4. Who are the tourism employees?
UNIT 5
Take off
1. Which travel agency sells more holidays?
Answer: Lastminute.com, Opodo, eDreams, On The Beach, Expedia
2. What sort of message do you think each window gives to people in the street?
Answer: it can be tempting to tell your users about every new feature, blog post, you might have a whole bunch of things you want to ask your users.
3. What kind of holidays do these two travel agencies sell? Who do you think their clients are?
Answer:
Reading
The sales process
Read the article.
1. In which stage does sales consultant do most of the talking?
Answer: in stage 2 the most important stage in sales. the sales consultant nee to convince the customers that you are really interested in helping them find the right holiday. and when a customer asks for help or more information, we have to investigate the customer's needs. this is also an important part of the sales process.
2. In which stage does a sales consultant have to listen most carefully?
Answer: in stage 3 we have to listen all the customer's need and of course we have to investigate the customer's too, it is only when you have a clear idea about where the client wants to go, when they want to travel, who with, and so on, that you can select the best products for them.
3. Can you think of any other ways of raising customer awareness?
Answer: using some brochures to make the customers more interested in our agency
4. If customers are looking at brochures, why should you leave them alone?
Answer: because we give them time to the customer to take a look at the brochure we have and if they interested in the brochure they may ask about the tour agency on the brochures.
5. Features, advantages, or benefits which is the hardest for a sales consultant to explain to a customer?
Answer: Features, these are what a holiday has, such as the hotel facilities, transfers from the airport, excursions. etc.
Advantages, these are what make the holiday better than other similar holidays. The fact that the price of a holiday includes all the excursions or all your bar costs, for example, would be an advantage.
Benefits, why a particular feature is good for the customer you are talking to at that moment. At this point in the process, many customers will want time to think. the best thing to do is to get their contact details and invite them to take the brochure home and browse through them. if you have done a good job of presenting the product. they will come back a few days later.
6. The last two stages are not described in the article. What do you think happens in each stage?
Answer: when the customers come back to our agency they may want to ask for further information and accept abroad to another country to taking a holiday.
Vocabulary
Sales terms
1. Match the words in the list with their definitions.
1. consultant = a person who gives information or advice in business
2. advantage = a useful, positive effect that something has
3. awareness = knowing about something and probably being interested in it
4. benefit = something that helps or that gives a better chance of success
5. browse = to spend time looking at something without a clear idea of what you want
6. convince = to succeed in making somebody believe something
2. which words are nouns and which are verbs?
Answer: nouns = advantage, awareness, benefit, consultant
verbs = browse, convince
3. complete the sentences using the words in the list.
1. A good consultant does not necessarily know the answer to every question but does know where to find the answer.
2. Adverts on TV in magazines are used to create benefits of new products.
3. The advantage of using a travel agent is that they can help you to find the best holiday.
4. The main advantage of learning English is that most people in tourism speak it.
5. There is so much information to browse through on the Internet that it is easy not to find what you want.
4. Use your dictionary. Find three more terms in the article. For each one write out the definition from your dictionary. Ask your partner to find the word in the article.
Answer: custom - something that people do as part of their culture
highlight - best part (of something) or an important part of an event or period of time
scenery - the setting for a place, natural beauty that you see around a place.
Customer Care
Identifying Needs
1. What sort of characteristics can you identify as soon as a customer walks into your agency?
Answer:
- Customers reign supreme. They control the experience they want; they research, explore, and share.
- Customers are ALWAYS connected. 24 hours a day, 7 days a week, on any internet-enabled device. 77% of Americans own a smartphone today, compared to 35% in 2011 (pewinternet.org)
- Customers expect personal interactions. 87% of customers believe brands could deliver more consistent experiences (visioncritical.com)
- Customers compare, and compare, and compare. They look at products they’re interested in across multiple channels and devices, and it’s likely any brand-owned channels are the last place they look.
- Customers trust word-of-mouth over brands. 70% of consumers trust online recommendations more than brand statements (Forrester.com)
- Customers think in terms of “I want it now.” They expect to be able to get everything right away. 64% of customers expect real-time service regardless of the channel they use (v12data.com)
- Customers are highly opinionated. They’re ready to talk to anyone about a good or bad experience. Customers are 3x more likely to recommend a brand after they’ve had a positive interaction with them (hbr.org)
2. What other characteristics do you need to determine? How will you find these out?
Answer: Customers think in terms of “I want it now.” the best thing to do is to get their contact details and invite them to take the brochure home and browse through them. if you have done a good job of presenting the product. they will come back a few days later.
It's my job
Michaela Cambelova
Find out
How good is the service in your local travel agencies? Think of a holiday or a journey you would like to go on. Visit a local travel agency and ask for information. During your visit carefully observe
1. the show window (attractive? Original? etc.)
2. the interior (Organized?) Spacious/ etc.)
3. the greeting (Immediate? Warm? etc.)
4. the sales consultant's manner (Friendly? Attentive? etc.)
5. the result of the visit (As expected? Better than expected?)
Answer: I never going to the office Travel Agency directly, but I had going on holiday with my family to use a travel agency and my mom's friend booking it.
- Language spot
Suggestions and advice
1. Match the expressions for advice on the left with possible continuations on the right.
1. In my opinion, you should...
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d. look on the internet
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2. Have you thought about...
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f. the internet?
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3. How about...
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c. looking on the internet?
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4. If I were you...
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a. I'd look on the internet.
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5. Why don't you...
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e. look on the internet?
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6. Your best option...
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b. is to look on the internet
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2. Now do the same with these expressions.
1. Have you thought about...
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c. taking the coach to the airport?
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2. How about...
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a. going in the autumn?
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3. If I were you...
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e. I'd ask a travel agent
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4. Why don't you...
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d.take a look at these brochures?
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5. In my opinion, you should...
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f. travel overnight on the train.
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6. Your best option...
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b. is to hire a car
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Reading
The impact of the Internet
Many holidays are now sold on the internet. Travel agencies around the world are worried about this and are trying to explain why they are still important. The American Society of Travel Agent (ASTA) is using the Internet to do this!
1. Here are five popular myths about travel agencies.
1. All travel agencies are the same so it does not matter which one a client uses
2. because of the Internet, people will not use travel agencies in the future
3. travel agencies are against travel products being on the Internet
4. travel agencies are just shops that sell tickets for planes
5. young people do not use travel agents
Four of these myths are discussed in the ASTA article. Which four?
Answer: 1, 3, 4, 5
2. What is the reality for each myth according to ASTA?
Answer: Travel agents are professionals who provide value by helping save time and money. They act as travel consultants, offering personal service for their clients. When it comes to booking travel agents, travel agents are experienced professionals. Both consumers and travel professionals benefit from the internet. People who use travel agents 43% are age 35-54 and 33% are generation X and Y travelers, age 18-34.
3. How would you answer the fifth myth from ASTA's point of view?
Answer: nowadays travel agent supports the uses of the internet for example like traveloka we have in this years and the travel agent develop with the use of the internet.
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