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5. Pick out the right definition.

6.Insert prepositions where necessary.

1.The animator involves people … games.

2.The guide is conducting … a sightseeing tour.

3.The animator provides entertainment … guests in a holiday resort.

4.The tour guide deals … all kinds of problems.

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5.The tour guide answers … a lot of questions.

6.The social director communicates … guests a lot.

7.The travel agent sells tour packages … retail … consumers.

8.The tourism manager reports … the general manager.

9.The travel agent works directly … the public.

10.The tour operator sells packages … travel agents … wholesale and pays commission … them.

11.The tour operator works … carriers, hotels, restaurants and other suppliers.

12.The tourism manager decides … development and promotion of new tour packages.

13.The tour guide caters … the needs of tourists.

7. Fill in the blanks using the words given below.

1.___________ supervises all operations in a tourist company and its staff.

2.___________ handles tour groups and conducts excursions.

3.___________sells tour packages and separate services to customers.

4.___________ provides entertainment for holiday-makers. He organizes and conducts

____________ programmes.

5.__________ develops tour packages. He is the main producer in the tourist industry.

6.The tour guide knows all sights in the ___________.

7.The tourism manager decides on ___________ and advertizing of new tours.

8. The tour guide conducts __________ tours.

9.The travel agent is ___________.

10.The tour operator is ____________. Не sells tour packages to travel agents wholesale and pays ____________ to them.

11.The chief animator is also called ____________.

12.The tour operator works with, hotels, museums and other ____________.

13.The tourism manager decides on _________ and advertising of new tours.

8. Translate the sentences from Russian into English.

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1.Менеджер туризма управляет туристской компанией. Он принимает решения о турах, ценах и скидках. Он управляет персоналом компании. Он не всегда находится в офисе. Он часто ездит по делам.

2.Я гид-переводчик. Я не работаю в туристской компании. Я занимаюсь туристскими группами. Я провожу экскурсии. Я часто отвечаю на вопросы туристов. Я много перевожу с одного языка на другой.

3.Чем занимается туроператор? Где он работает? – Туроператор – главный производитель в индустрии туризма. Он работает с поставщиками и разрабатывает пакеты туров. Он реализует турпакеты оптом. Иногда туроператор продаёт туры в розницу.

4.А кто такие аниматоры? – Аниматоры организуют и проводят развлекательные программы. Они вовлекают гостей в действие. Аниматоры очень артистичны. Обычно они общительные люди. Они хорошо говорят на родном и иностранных языках.

5.Турагент не разрабатывает туры. Турагент продаёт турпакеты клиентам в розницу. Турагент также предлагает различные отдельные услуги. – Какие услуги предоставляет турагент? – Турагент предоставляет билеты, экскурсии, аренду автомобиля, страховки.

6.Работники в туризме – это туроператоры и турагенты, агенты по бронированию и билетные агенты, консультанты по туризму и менеджеры туризма, экскурсоводы и гиды-переводчики, аниматоры и туристские журналисты.

7.Агент по бронированию производит продажи по телефону, в то время как билетный агент также выписывает билеты и встречается с клиентами лично.

Comprehension

9.Answer the questions on the texts.

1.Where does the tour operator work? What does he do?

2.What do tour packages include?

3.What kind of companies does the tour operator work with?

4.How does the tour operator market the tours?

5.How does the tour operator sell tours? What does «a wholesaler» mean?

6.Where does the travel agent work? What does the travel agent do?

7.What kind of goods does the travel agent sell?

8.How does the travel agent sell tour packages? What does «a retailer» mean?

9.How high is the travel agent's commission?

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10.What kind of separate services does the travel agent sell?

11.Where does the tourism manager work? What does he supervise?

12.In what case does the tourism manager report to the general manager?

13.What does the tourism manager plan and control?

14.What does the tourism manager decide on in a travel company?

15.How does the tourism manager hire employees?

16.What does the tour guide do?

17.How does the tour guide handle tour groups?

18.What does the tour guide cater to?

19.How well does the tour guide know a foreign language?

20.What other subjects does the tour guide know and why?

21.What kind of person is the tour guide?

22.Where does the animator work?

23.What does the animator do?

24.Why is the chief animator called the social director?

25.Why does the animator speak a few foreign languages?

26.What does the animator do like an actor?

27.What kind of person is the animator?

10.State whether the following statements are true or false. Comment on the true statements and correct the false ones.

1.The travel agent is a wholesaler. He sells tour packages to customers wholesale.

2.Transportation companies, hotels and other suppliers work with the tour operator in order to develop a tour package.

3.Tour operators put together tours, so they are the main producers in the tourist industry.

4.The travel agent is an intermediary between the tour operator and customers.

5.The travel agent doesn’t sell separate services. He sells tour packages.

6.The tourism manager supervises all kinds of operations in a tourist company.

7.The tourism manager sells tour packages and doesn’t decide on development and promotion of new tour packages.

8.The tour guide conducts sightseeing tours and doesn’t cater to the needs of tourists.

9.The tour guide should be a friendly, easy-going and helpful person.

10.The animator organizes entertainment programs for guests in a hotel or holiday resort.

11.The social director manages the staff of animators.

12.The animator isn’t a good mixer.

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11. Make a summary of the text.

Part 2

The sales process

1. Read the article and translate it into Russian.

Six steps to successful selling

Your job as a travel agency sales consultants is to help your customers to choose their next holiday. This is a skilled job, and in order to do it well, you need to follow an established routine called the sales process.

Stage 1

To begin any sales process, it is important to raise your customer’s awareness of the products your agency offers. Adverts in the agency window, for example, attract people’s attention, and may bring them into the shop.

Stage 2

This is possibly the most important stage in sales. Many people are nervous about buying because they think that sales consultants only want to get their money. From the very first moment with a new client, you need to convince them that you are really interested in helping them find the right holiday.

Of course, sometimes people go into a travel agency just to browse through the brochures. In this case, do not stand next to them and ask questions. Let them know you are there, but leave them alone. Give them time.

Stage 3

When a customer asks for help or information, we move on to the next stage – investigating the customer’s needs. This is also an important part of the sales process; it is only when you have a clear idea about where a client wants to go, when they want to travel, who with, and so on, that you can select the best products for them.

Stage 4

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When you have selected the most suitable products, you need to present then in terms of:

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 brochures home and browse through them. If you have done a good job of presenting the product, they will probably be back a few days later.

Stage 5

When the customer returns to your agency ….

2.Answer the questions.

1.In which stage does a sales consultant do most of the talking?

2.In which stage does a sales consultant have to listen most carefully?

3.Can you think of any other ways of raising customer awareness?

4.If customers are looking at brochures, why should you leave them alone?

5.Features, advantages, benefits – which is the hardest for a sales consultant to

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explain to a customer?

6.The last two stages are not described in the article. What do you think happens in each stage?

3.Sales terms. Match the words in the list with their definitions. Which words are nouns and which are verbs?

1.a person who gives information or advice in business

2.a useful, positive effect that something has

3.knowing about something and probably being interested in it

4.something that helps or that gives a better chance of success

5.to spend time looking at something without a clear idea of what you want

6.to succeed in making somebody believe something

4.Complete the sentences using the words from the previous exercise.

1.A good __________ does not necessarily know the answers to every question, but does know where to find the answer.

2.Adverts on TV and in magazines are used to create ___________ of new products.

3.The __________ of using a travel agent is that they can help you to find the best holiday.

4.The main _________ of learning English is that most people in tourism speak it.

5.There is so much information to __________ through on the Internet that it is easy not to find what you want.

5.Read the conversation. A travel agent (A) is talking to a customer (C) about package holidays. Act out the conversation.

C So what does ‘from £599 all-inclusive’ mean?

A You pay one price for everything.

C Everything? Really?

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A The price includes flights, transfers, and accommodation at the resort. C What about meals?

ALet me explain. You can choose from different packages: room only, bed and breakfast, half board, or full board. Room only is the cheapest package, at £599, but you have to

buy your meals separately in the hotel restaurants. This option also includes some selfcatering apartments with their own kitchen, but they are more expensive.

C So bed and breakfast is only breakfast?

A That’s right. Half board means breakfast and dinner are included, full board includes all meals. You pay a higher price for full board, but it usually works out cheaper overall. You can eat at any of the resort restaurants.

C OK, and what else is not included in the £599?

A Optional excursions, and there’s a small charge for some facilities. For example, a sports massage costs £10.

C I see. And are there any additional charges?

A Well, this price is based on two adults sharing a room. There’s a single supplement for one person occupying a double room. That’s around £200 – it depends on the room rate.

C And what about discounts?

AWell, there’s a 15% reduction for a third adult sharing a standard room. And there’s a reduced rate 0f 25% for children under ten.

C And is this price per person?

AYes, that’s right. Would you like to take one of our brochures? Then you can think about it.

6.Decide whether the statements are true or false.

1.‘From £5999’ is the lowest price.

2.You can only eat in your own hotel.

3.You have to pay for organized trips.

4.It’s more expensive if you want a room alone.

5.Children over ten pay the full adult rate.

7.Complete the definitions (1-4) with these words.