Jashauna Richardson Lesson 3 Worksheet

An organization that provides a variety of travel resources for members, including flight, dining, and hotel discounts; booking assistance; traveler's insurance; maps; and vacation suggestions.
Being alert and caring about customers and their needs.
The way you present yourself; your state of mind.
A lodging option in which guests stay in private homes converted to host overnight travelers. Breakfast is included as part of the lodging package.
A gathering of businesspeople who come together to share products, service, ideas, and information with each other and with consumers.
An expression of dissatisfaction or unhappiness.
Maintaining a calm, professional attitude.
A person who purchases product and services.
The decision to spend money at a specific business based upon the quality and/or convenience of its products and services.
The reason for action, based on the person's needs or desires.
Items or conditions necessary for survival, including food, water, shelter, and safety.
Items or conditions desired but not necessary for survival; often the driving force behind travel decisions.
Being respectful and considerate of others.
The assistance provided to customers by employees.
The geographical location that serves as the endpoint or point of interest in a trip; can be a public site or a private business (such as Disneyland).
The response customers provide after receiving service.
Points awarded by airlines to passengers, usually based on how many miles the passenger has flown or earned through credit card spending.
Welcoming customers and demonstrating your readiness to assist them.
A theory of customer motivation developed by Abraham Maslow that places human needs in five levels, from most basic to most complex.
A theory of consumer motivation developed by Phillip Pearce that categorizes levels of motivation as steps in a ladder;
A theory of traveler personality developed by Stanley Plog that categorizes different kinds of travelers along a continuum
Listening carefully and responding with clarifying questions.
Customers who return to the business again and again; often a sign of a successful business.
A person trained to advise and assist travelers in making travel arrangements.
Thinking of solutions; problem solving.
Pockets of air that cause a plan to bounce and sway.