ENGLISH PROFESIONAL ENGLISH FOR

TOURISM LEVEL 2

Profesor Autor:

Lcda. Martha Castro Quiroz MSc.

Titulaciones Nivel

 Todas las carreras Segundo

Tutorías: El profesor asignado se publicará en el entorno virtual de aprendizaje

online.utm.edu.ec), y sus horarios de conferencias se indicarán en la sección CAFETERÍA
VIRTUAL.

PERÍODO MAYO - SEPTIEMBRE 2021

Índice

TABLE OF CONTENT
UNIT GOALS
UNIT 1: TRAVEL AGENCIES
Lesson 1: Services and Products offered by travel agencies
What is a travel agency? 2
Travel agencies types 2
Features and Importance of the Travel Agency 3
Functions and services of a Travel Agency 3
Lesson 2: Dealing with new customers
The sales process 4
The sales process stage 4
A new customer and how to identify customers’ needs 4
Grammar: Open and close questions 5
Lesson 3: Write a report on a travel agency
What is a report? 6
The structure of a report 6
Lesson 4: Suggestion and Advice
What is the difference between Suggestion and Advice 8
Grammar: Suggestion and Advice 8
Bibliography 9

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Unit goals

Talk about the sales process.

Investigate client’s needs.
Suggest, alternate and make recommendations.

Unit 1 Travel Agencies

Communication goal: Know about travel agencies and its importance for tourism.

Lesson 1: Services &Products offered by travel agencies and

The stages of the sales process

What is a travel agency?

It is a private or public service that provides travel and tourism-related services to the
general public on behalf of accommodation or travel suppliers to offer different kinds of
travelling packages for each destination.

Travel agencies are basically categorized into two types-:

Retail Travel Agency and Wholesale Travel Agency.

A retail travel agency sells tourist’s products directly to the public on the behalf of the
products suppliers and in return get commissions. Some package tour is sold in two
ways i.e., on a commission basis and mark up the price.

Wholesale Travel Agency are agencies specialized in organizing package tours, which
are marketed to the customers/tourists through the network of a retail travel agency or
directly to the prospective clients (if wholesale travel agency has a retail division). A
wholesale travel agency purchases tourists’ product components in the bulk and designs
tour packages.

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Features and Importance of the Travel Agency

Travel agency plays an important role in the travel sector business. Some most important
features and importance of the travel agency business are following as:

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Lesson 2. Dealing with new customers

Communication goal: Talk about the sales process and identify customer’s needs.

The sales process

A sales process is a set of repeatable steps that a sales person takes to take a
prospective buyer from the early stage of awareness to a closed sale.

A new customer

A new customer is an individual with a unique set of characteristics who buys or uses
tourism products and services. Customers have very different needs and it is a travel
agent’s job to find out what these are.

Why identifying customer’s needs?

Correctly identifying customers’ needs is essential for ensuring customer satisfaction and
loyalty. If you fail to properly identify customers’ needs, or if you are indifferent to their
needs, they will take their business elsewhere.

Identifying clients’ needs allows representatives to cross-sell related products or

services. It also creates satisfied customers, and satisfied customers are less likely to
have reason to enter into disputes with your organization

 To identify needs, you must both listen and ask the right questions.

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  After identifying needs, always check for additional or related needs.
 Use your knowledge and experience to identify and present the right products,
services, and solutions to meet your customers’ needs.

What other characteristics do you need to identify a new customer?

You can use this initial enquiry form where possible:

Grammar: Open and Close questions

Closed questions can be replaced to with “yes” or “no”. They generally begin with a
form of the verb be or an auxiliary verb such as do, can or have.

Can she stay for longer than two weeks? Yes, she can. / No, she can’t

Do you often go on package holidays? Yes, I do. / No, I don’t

Opened questions are used when we want information. They begin with question
words such as where, who, what, which, when, why, whose, how. Other question words
beginning with how are: how long, how far, how often, how much / many.

When did you arrive? I arrived at 10 o’clock

How did you travel here? By bus.

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 Lesson 3: Write a report on a travel agency

Communication goal: Write about experiences in a travel agency as a report.

What is a report?
A report is a short, sharp, concise document which is written for a particular purpose and
audience. It generally sets outs and analyses a situation or problem, often making
recommendations for future action. It is a factual paper, and needs to be clear and well-
structured.
Reports may contain some or all of the following elements:
• A description of a sequence of events or a situation.
• Some interpretation of the significance of these events or situation, always
carefully referenced of course.
• An evaluation of the facts or the results of your research.
• Discussion of the likely outcomes of future courses of action.
• Your recommendations as to a course of action.
• Conclusions.

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Requirements for the precise form and content of a report will vary between organization
and departments. Here you have an example of a report in a default format.

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 Lesson 4: Suggestions and Advice

Communication goal: Give suggestions and advice about travels

What is the difference between Suggestion and Advice?

A suggestion is a plan or opinion given to an individual for consideration. One can get a
suggestion from any person because the experience is not needed when one is offering
it. Moreover, the person receiving the suggestion has the option of implementing it or
discarding.
An advice is mainly the sense of counseling what a person should do concerning a
specific phenomenon that he or she does not have a clear understanding. It involves
both control and command because the person offering it has experience. Advice can be
the solution to the current problem.

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Bibliografía

Robin Walker and Keith Harding, Oxford English for careers- Tourism I 6 2010
Oxford
Cambridge University Press, Advanced Learner´s Dictionary. 3 ed. 2008
Cambridge