You are on page 1of 188

W

? ?? ?
K

FF{

{EFEE


{{

{{
K

EELABOUR- INTINSIVE INDUSTRYFF


K

W.T.T.C

K{

W
K

K{

{{

W
W

J
KW

--


W
W

W W J
EF

EF

EF

--

WW

W
K

E_FW
K

K
W

K
K

--

EF

EF

EF

E F

EFEF
K

--

EF

EF
K

--

EF

EF
J

KKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKK_

KKKKKKKKKKKKKKKKKKKKKKKKKKKKKK_

KKKKKKKKKKKK{KKKKKKKKKKKKKK{KKKKKKKKKKKKK_
W_

K_

_
KKKKKKKKKKKKKKKKKKKKK

KKKKK_
. _
_
_

EF

--

-
EF
EF

J
K_

EF_

J
K_

K_
K_
K_
J

EFJ

--

KW
J W
W
K
K

K -
.

--

--

KKKKK
KKKK

K KK

KKKKK

KKNothing happen until sale made

KKK

KKKK

KK

KK
K

- -

K
K

EF

(salesmanship

K
- -

(order getters )

(order takers )

support personnel

W
- -

K
route selling

retail selling

KKKK

inside order taker

- -

WKKKK

KKKK
K

KKKK
K

KKKK
K

KKKKK

KKK
K

KKKKKK

KKK
K

KKKKK

KKK

- -

- -

WEFEF

EF

EF

EF

EF

W
KKKKKKKKKKKKKKKKKKKK

KKKKKKKKKKKKKKKKKKKK

KKKKKKKKKKKKKKKKKKKKKK
KKKKKKKKKKKKKKKKKKK

KKKKKKKKKKKKKKKKKKKKK
KKKKKKKKKKKKKKKKKKKKK

KKKKKKKKKKKKKKKKKKKKKK

WEFEF

EF

EF

- -

EF

EF

EF

EF

EF

EF

- -

W
W

W
KW

- -

W
W
W

KW

KW

KW

- -

KEFWK

KLW

EF

K
- -

EFKW

K
WK

KW

KKK

EF

- -

W
K

KW

W
W

WW

- -

W
K

K
K

KK
K

WL

K

KEF

- -


W
W
KKKK

W
K

W
W

- -

EF
K

K
W

K
K

W
K
W

KKKKKW

KW

- -

J W

K
W

- -

WKKK

K
K
- -

EFEFEF

EF

WKKK

K
W

WEF

- -

K
W

- -

WE

KKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKK
KKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKK

KKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKK

WE

- -



W
K

KW

KW

KW

- -

W
K

W
K

K
K

K
.

KEFK

- -

KW

W
W

J
J

EEFFW

- -

KEF

W
J

- -


WW

EF

E
F

EF


K

{
K

- -

WJ

W{J

W J

KK

WJ

{
{{

- -

{KKKKKK{{{{{{

K{
W

K{

- -

EFW

{K

- -


W
EF
EF
EF

EF
EF
EF

EF
EF
EF

EF

W EF

- -

W EF

EF

EF

EF

EF

EF

EF

EF

EF

W EF

W EF

EF

EF

K
- -

K
W EF

W EF

W EF

EF
EF
EF

EF

- -

EF

W EF

WEF

- -

W
J

J
K

- -

Consumer magazinesW
K

Radio & TVW

MapsW

Personal Experience W

- -

Customers

F
KE


- -

E
F

W
K

K
K

K
K

K
K

EF
K

- -

W
W

WW

E F
KK

KKK

KK KK

KK

KKKK

KK

KKK

EFKK
KKKK

KKKKEFKK
K

KK KK

WKK

- -

KKKKKW
KK
KK
K

KKK

K
K

KKKK

KK
KK

KK

KKKK

- -

WKKK

KK
K

KKKKJ


KKKK


KK J

KKK
KKKK
K

KKJ

KKJ
KKK

WJ

KK

KKK

E F

KKEF
KK

- -

KKE

K
WJ

KKK

KK


K
WJ

KK

K
KKKKK

K
KK

K
WJ

KK

{ K
{{
{ {

{ {
- -

{ KK

{{{
K

KK{KK
KKKK
W

KK

KK

KK{

KK
KK

K
W

KK

W{KK

KK J
K

{KK J
K

K J
KK

- -

KK

KK

KK

KK

KKKK

KK

KKK
WJ

{KKKK
KK

KK

KK

KKKKKKKK

KK
KKKKK

WJ

{ {

KK{
KEF


K{

- -

WJ

KK


KK

KK

KK

K
K

WJ

KKKKKK

KK
KK
KK

{KK

WJ

KK

{{

{KKKK

KK


KK

KKK
WJ

{KK


EF{
- -

{ KK

KKKK

K
WJ

{KK

KK{

KKKK
{KK

{{ KK
KKKKK

WJ

KK

KK
KKKK

KKKK
KKK

WJ

KKKK

KK

KKKK

KKKK

KK

KK
KKKK
- -

KK

KKKK

WJ

KK

KKKK
K

KKK

KK
KK

J
K

K J

- -

FF J
KEE

WW

K J

J
K

K J

J
K

J
K

K J

W
EF J

F J
E

- -

F J
E

F J
EKKK

EF J

F J
E

F J
E

K
W

J
K

J
KK

J
K

K J

J
K

K J

K J

K J

- -

J
K

K
K

- -

WEF

KKKKKKKKKKKKKKKKKKKKKKKKKKKKW

KKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKW
KKKKKKKKKKKKKKKKKKKKKKKKKKKW

KKKKKKKKKKKKKKKKKKKKKKKKKKKW
KKKKKKKKKKKKKKKKKKKKKKW

KKKKKKKKKKKKKKKKJ KKKKKKKKKKKKKKKKKKKKKKJ KKKKKKKKKKKKKKKKKKKKKKJ

KKKKKKKKKKKKKKKKKKKKKJ KKKKKKKKKKKKKKKKKKKJ KKKKKKKKKKKKKKKKKKKJ

KKKKKKKKKKKKKKKKKKKKKKKKJ KKKKKKKKKKKKKKKKKKKJ KKKKKKKKKKKKKKKKKKJ


WEFEFEF

J
J

J
WLJ

WJ
J

- -

WJ

WJ


EFEF

EF J

EF J

EFJ

EFJ

- -

WKWJ EF

WW
W

J J J

J J

J J

J J
J J

J J J J J
J EF

EFJ EFJ EFJ EF

J J J EF

J J

J J J J EF

- -

KW
W
W
K

. W

- -

KKKKK

- -

HEARING{

LISTENING {

K{

K{

{ {

{
{

EF


K
W

{{
- -

EF

E F

VERBAL LISTENING W

W J

{
{

{W J
{
- -

FEKKKK
FEKKKF

EKKKKK

W J
FE
FEF
E

{ W J

NON VERBAL LISTENING W

{K

- -

WSENSING J

WINTERPRETING J
K{{{{

{
K

{WEVALUATING J

KW REMEMBERING J

K WRESPONDING J

{{

- -

WCONTENT LISTENING J

{
K

WCRITICAL LISTINING J

{{{W
K{{

WACTIVE OR EMPHATIC LISTENING J

- -

W
WW

K J

K J

K J
K J

K J
K J

WW
K J

K J
K J
K J

WW

K J

KK J

K J

EFW

- -

WW

{ {

K{

KKK

K J

J
K

J
K

K J
K J

J
K

J
K

KW J

K J

KJ

W
W

K
K J
K J

- -

WJ

K J

K J

K J
W

K{ J
J
W

K J

K J
W

K J
W

K J
K J
K J
K{ J

WJ

J
K

- -

WJ

{ J
{{

- -

WKKK

Ewhat F( how F

KK


KK KK

W
FF

KEE

KKKK

KKKKKK

REPHRASING

KK

KK

KK

W J
K

W J

W J
KK

EEFFKKEEFF
EEFFKKEEFF
- -

W J
EEFF

EEFF

KEEFFEEFF J

{
{{{{{{{{

K{{{{
K{{{{{{{{

{{{{{{

KKKKKKKK

KKKKKK

{{{{{

W{

{W

E{{
{{F
K

EF

EF

K{{{{

- -

WKKK
KKKK

K

{
{


KKKKKKKKKK


KKVERBAL

KKNON VERBALKKK

KKKKKK

KKKK
W

Inform J

Persuade J

entertain J

motivate J

- -

Actions Speaks Louder than wordsW

{KKKK

KKK

KKTWO EDGED MESSAGE


K

KKK

KKKKKKK
K

K
W

-
KK

K
K

KKKK J
K

- -

J
KK

{KK J

J
K

W
W

can I help you KK J

EF

how can I help you

{{

K{KKKKKKKKKKK

KKKKKK J

KKK J

??

KKK J

- -

KKKKK J

K?

KKKKKKKKKK J

KKKK

KKKKKKKK J

FKKK

KEKKK

KKK J

KKK J

????

KKK

W
KKKKKK

- -

KK

J
K

J
K

- -

The Stimulus-Respond Approach

{
{
KK
K

K KKK

KCROSS SELLING

- -

J
K


{{

{
K
A . I .D .A .

EF

ATTENTION J

{ {

{
- -


{
{ K


ATTENTION


INTEREST

DESIRE

- -

A

ACTION

INTEREST J

KKK

WDESIREJ

WACTIONKKJ

KKK


KK

K
- -

KK
KKK

Need Satisfaction

KKKK
KK

WKKKK

KK J
K J

{{{

{K

KK

- -

KKKK

Need Awareness

{
{
{
K

{Need fulfillment

F{
WE

- -

KKKKK

KKKK

KKKKKK

KKKKKK

KK

KK

KK{
KK

- -

KKKKKKKKKKKKKKKKKKKKKK J
K

KKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKK J

KKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKK

KJ
{J

J
RephrasingJ

WJ
K

KJ
K

EF????J

EFKEFJ

EFK

EF

- -

KJ J
J AIDAJ
KJ J
KJ

- -


_J J

J J

J
J

J J

J J

J
J

J
KJ

J J

J
J

KJ
- -

J J

J
J

J J

J
J

J
J J

J
EFEFJ

- -

W
W

K J

K J

K J

K J
KW

- -

KKKKK

KKK

- -

K
KK

WK
J
K

K J

KKKKJ

KKKKK

- -

EF

EF

EF

WEF

KK

KEF

KEF

WEF

WKK
K

WEFEF

WEF

KKKKKG

- -

WJ

WJ
K

WEF

WEF

KK

WEF

WEF

WEF

K
>>W
KW

- -

WEF

KW

WEF

WEF


KKK

- -

- -

E
F EF

EF

EF

EF
K

EF
K

EF
K

KKK EF
KKKK

- -

KK

WK

WJ

KE
FW

WJ

- -

WJ


KK

WJ

W J

W J
K

W J
K

WJ

K
K
K

WJ



- -

WJ

EF

E

FE F

EF

FEF

FE F E FE
KE
WJ

WJ

WJ

K
WJ

- -

WJ

WJ

WJ

WJ

WK

E FEF
E
F

KK

- -

J
K

J
K

W J

J
K

J
K

F J

KK EKK
KK

J
KK
K

W J

KJ
KJ

KKKJ
J

KJ

KJ
KJ

- -

K J

J
K

- -


WEFEF

EFEF

EFEF

EFEF
EFEF

WEF

KKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKK

KKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKK

KKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKK

KKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKK

KKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKK

KKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKK

WEF
KKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKK J

KKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKK J

KKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKK J

WEF

KKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKJ KKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKJ KKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKK

KKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKJ KKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKJ KKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKJ


KKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKJ

- -

WJ

KKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKJ KKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKJ KKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKK


KKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKJ KKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKJ

KKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKJ KKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKJ

- -

KKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKJ
KKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKJ

KKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKJ

J
J

J
J

J
J

K
K

EKKKF K
K
K

EF K
- -

J J

EJ FJ
J
J

J
J

J J
J
J

J
J

J
J

J
J

- -

KW

W
W

K J

KL J
J

J
W

- -

K
K

- -

EF

- -

{{


- -

KW

- -

L
K

WL

EF

EF

LW
K

ELF
KL

- -

LW
K

KW

K W

W
K

W
K

KKKW

J
J

- -

W
K

KKLLLW

LLW
KKK

W
WEF

KEF
W

K
Z

Z
L

KWW

- -

KKKLL

LL
W
K

- -

- -

KL

K
K
K

EF
WEF

KEF

WW

LFW
KEL

FW
KE

FW

KE

W
K

- -

F
EKKK
K
W

W
K

EKKKF

W
KKKK

KKK

KKK

>KKKW

- -

KW
KW

FW

WW
K

K
W

EKKK

EF

EKKK

- -

EF


EF

LF


- -

KEF

WEF

?
K?

EF

KK
- -

WK

EFKK

KKKK

??

- -

WJ

J
KEF

W
K

- -

FEKKKF
KE

FW
EKKKKKFEKKKKKKFEKKK

EKKKFEFW
W

W
W


{{{{{{{{

F
E

F
KE

EFEF

K{

- -

KW

KW

EFW

KW

KW
W

W
K
K

K
K

K
K
K
K

- -

- -

EF

EF

ELF

- -

- -

EFEF

EFJ

EFJ
EF J
W

WL

J
W

J
J

WJ

K J

K________ J

_______ J

K_______J

K______J
_______J
- -

______J

_______J

______J

EFEF

EF J

EFJ
EFJ

EFJ
EFZ

EF J

EF J

EFJ
EFJ

WL

WJ
J

WJ
J

J
- -

WJ
J

J
J

WJ

J
IATA J

- -

EF J

EFJ
EFJ
W

J
J

KJ

- -

J
J

EF J

EFJ

EFJ

EFJ

- -

KW

W
W

K
K

EFW

- -

KK

- -

EIMAGEF

KK

KK
KK

- -

WJ

WJ

KK

WJ

WJ

WJ

WJ
K

WJ

- -

WJ
KKK

WJ

WJ

WJ

KKKK

WJ

WJ

EF

WJ

WJ

WJ

K
- -

WJ

WJ
KK

WJ
K

WJ

WJ

WJ

WJ

WJ

- -

Echeck listF
K

J
J

J
J

J
J

EJ FJ

J
J

J
J
J

- -


W
K

K
W (

Tourism

Tourist

Travel

Tour

Agent

Commission

Broker

Travel Agent

Package

F
E

Client

Head office

Branch

Quality

Transfers

Transfer man

Tour operators

Tour Leader

- -

Refund

Reservation

Sight seeing

Accommodation

Overrides and
Incentives
Familiarization trip

Travel Discounts

Agency profit

Minimum capacity

EF

Entrance Fees

EF

Long cruises

EWF

cruises

Eco-Tourism

KKF

holiday

High season

Low season

Incoming Tourism

Out going Tourism

Domestic Tourism

ALFA

BABY

CHARLY

DADY
- -

E
F

EASY
FATHER

GOLF

HONY

ITEM

JULIETT

KILO

LOVE

MIKE

NON

OSCAR

PARIS

QUEEN

ROGER

SUGAR

T
U

TONY
UNI FORM

VICTOR

WORLD

X-RAY

YOUNG

ZIBRA

- -

WE

Hotel

B/B (Bed & Breakfast)

H/B (Half Board)

EF

F/B(Full Board)

Allotment

Room

Motel

5 Star Hotel

4Star Hotel

3Star Hotel

High Season

Low Season

EF

Reservation

Voucher

RC (Reservation Card)

Break fast

Lunch

Dinner

Front office

- -

Sales

Public Relation

Telephone Operator

Restaurant

Luggage

Check In

Check Out

Wake Up Call

The Lobby

Late Check Out

Early Check In

EF

EF

Day use

F
E

Receptionist

- -

Airport

Baggage

Baggage Allowance

Carrier

Commission

Air Craft

Computer Reservation System

Confirmed Reservation

Down Grade

Excess Baggage

Flight Coupon

Flight Number

Infant

Child

WF

MCO(Miscellaneous Charge Order)

NUC( Neutral Unit of Construction)

Origin

Destination

- -

Passenger
PTA(Prepaid Ticket Advice)

Stop Over

Non Stop Flight

In Flight Service

Reconfirmation

Currency

Customs

Type Fare

Departure

Arrival

Mixed Class

GI(Global Indicator)

OW(One Way)

RT(Round Trip)

Over Booking

Endorsement

VIP(Very Important Person)

Published Fare

Special fare

Time Table

Crew

Charter


- -

International Flight

Domestic Flight

Flight Routing

Entry Visa

Insurance

First Class

Economy Class

Business Class

Traffic Document

KKKK

No Show

Un accompanied

GMT(Greenwich Mean Time)

Days of Operation

MR

MRS
MS

EF

EJ F

MSTR(CHD)

MISS(CHD)

RC(Reservation Card)

EF

Cancellation Fee

Shuttle Service

HIP(Higher Intermediate Point)


- -

MPM

(Maximum Permitted Mileage)


EMA(Extra Mileage Allowance)

EF

Specified Road(SP.RO)

City

Minimum Connecting Time

Go Show

ISI(International Sale Indicator )

SITI(Sold Inside-Ticketed Inside)

SITO(Sold Inside-Ticketed Outside)

SOTI(Sold Outside-Ticketed Inside)

SOTO(Sold Outside-Ticket Outside)

- -

EMS
(Excess Mileage Allowance Surcharge

Local Currency

LSF(Local Selling Fare)

TPM(Ticketed Point Mileage)

Air lines
Cargo

Mixed Class Travel

Airport Services

OAG(World Airways Guide)


PAT(Passenger Air Tariff)

- -

ALFA

B
C
D
E
F
G
H
I
J
K
L
M
N

BRAVO
CHARLY
DELTA
ECHO
FOXTROT
GOLF
HOTEL
INDIA
JULIETT
KILO
LIMA
MIKE
NANCY
OSCAR
PARIS
QUEBEC
ROMEO
SIERRA
TANGO
UNITED
VICTOR
WORLD
X Ray
YANKEE
ZULU

P
Q
R
S
T
U
V
W
X
Y
Z

- -

MONDAY

MO

TUESDAY

TU

WEDNESDAY

WE

THURSDAY

TH

FRIDAY

FR

SATURDAY

SA

SUNDAY

SU

- -

January

JAN

February

FEB

March

MAR

April

APR

May

MAY

June

JUN

July

JUL

August

AUG

September

SEP

October

OCT

November

NOV

December

DEC

- -

W EF
INF.
CARR.

TIME.TABLE
OW
MPM
F/C
Y/C
FEB
VIP
Baggage Allowance

EF

EF

EF

- -

INF. (infant)
CARR. (carrier)

Time table
OW (one way)
MPM (maximum)

F/C (first class)


Y/C (economy class)

FEB.(February)
VIP

(very important person)

Baggage AllowanceEF

W
AHMED ABDUL RAHMAN
Alpha , hotel , Mike , echo , delta
Alpha , Bravo , Delta , united
Romeo , Alpha , hotel Mike
Alpha , nancy

- -

MONDAY

MO

TUESDAY

TU

WEDNESDAY

WE

THURSDAY

TH

FRIDAY

FR

SATURDAY

SA

SUNDAY

SU

- -


EF
GOTEVOT appreciates the financial support provided by BAE SYSTEMS

You might also like