Module 4 Test Welcome to your Module 4 Test, July 24th 2017 PLEASE READ INSTRUCTIONS BEFORE YOU START Instructions This is a multiple choice test. Only one answer is correct. Click whichever you think is the correct answer. You can retake the test as many times as you need until you pass, when you can go on to take Module 2 test. It doesn’t matter how long you take there is no time limit. Enter your Full Name and Email to begin... NameEmail1) Why should you write down the PNRs on your group’s airline tickets? In case the flight is delayed For reconfirming their flights In case of an accident In case they miss their flight2) Why is it very important to inspire confidence when you first met your group? It is when they are going to decide if they like you They will be feeling a little vulnerable or tired You need to show them who’s boss To cover up your inadequacies3) What type of credit card insurance is NOT acceptable on tour? Any free insurance Insurance they bought through the credit card company Free insurance provided with gold cards Standard insurance they got free when they took out their credit card4) Which of these can you do on a ‘recce’? Visit the local tourist office Familiarise yourself with any walks included in the tour Get to know the local agent All of the above5) Can you agree to compensate someone if they feel they have a justified complaint? Yes, always. It is your job to keep them happy No, never. It is ‘more than your job’s worth’ Only if you are sure the complaint is justified Only if they write out a proper complaint form6) How would you deal with a miserable client? Be extra friendly and spend more time with them than with the others Cajole them into having fun Be supportive but don’t neglect the others Ignore them and hope they’ll cheer up7) What would you do if someone always arrives late? Tell them off loudly in front of the whole group Warn them quietly that you’ll leave without them next time ( and be prepared to do so) Pretend to leave without them then go back for them ten minutes later Have a meeting with the others to decide what to do8) Before setting off on a motor coach journey you should Get one of the group to count heads Tell them to sit in alphabetical order Give a talk/narration before leaving Warn them not to put heavy or breakable items in the overhead luggage racks9) What does ‘non endorsable’ mean on an air ticket? You can’t change the date You can’t get a refund You can’t use it to travel on another airline All of the above10) If you’re offered a free meal at a restaurant You should always take your group there – it doesn’t do any harm You should never take your group there – there must be something wrong with it You should only go there if it is suitable for your group You should tell your group and explain that you are so badly paid you need all the free meals you can get11) You can sell optional excursions and activities to your group Only if your driver knows the organisation At any time – you can make commission on the sales Only if the safety standards and previous clients’ satisfaction levels are high Only if you can do it yourself free12) Leading a group of North Americans it’s best – in general - to: Allow them as much free time as possible – they like to explore on their own Organise lots of excursions for the whole group Offer a balance of free time and organised activities and let them choose Let them decide where and when they want to go and organise it for themBe sure to click Submit Test to see your results!