Cambridge IGCSE · Travel and Tourism (0471)

Provision of customer service for different types of tourists: Practice Questions

5 multiple-choice questions marked as you go, and 5 written questions with worked solutions. All on Provision of customer service for different types of tourists.

10 questions28 marksFree, no account

Question 1

1 mark

How can a travel agency best meet the customer service needs of an international tourist who does not speak the local language?

Question 2

1 mark

A tourist with a severe nut allergy is planning to travel internationally. Which aspect of customer service is most critical for the travel and tourism provider to address for this tourist?

Question 3

1 mark

How does the provision of ancillary services, such as airport transfers or tour bookings by a hotel, specifically improve the experience for independent tourists?

Question 4

1 mark

A tour operator provides dietary-specific menus, such as vegan or gluten-free options. This is an example of customer service provision for which type of tourist need?

Question 5

1 mark

Which specific service provision would be most valued by a business tourist who requires efficient, last-minute booking capabilities and seamless connections?

Question 6

2 marks

Identify one way a resort can provide access as part of its customer service for a family travelling with an infant in a stroller.

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Question 7

4 marks

Explain two ways that providing multi-language information can significantly improve the experience for international tourists.

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Question 8

6 marks

Explain how the provision of sustainably managed facilities can enhance the customer service experience for environmentally conscious tourists.

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Question 9

6 marks

A multi-generational family, including young children and a grandparent who uses a wheelchair, is planning a holiday to a popular theme park. They are looking for an all-inclusive package that caters to everyone's needs.

a) Identify two specific needs that this family might have due to their diverse composition.

b) Suggest two ways a theme park or its associated accommodation can adjust its customer service provision to meet these specific needs, explaining the benefit of each suggestion.

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Question 10

5 marks

A group of international students from a non-English speaking country is on a cultural tour organised by a local tourism agency. They often struggle with understanding local instructions and finding specific information.
a) Identify two specific needs that this group of tourists may have regarding customer service. (2 points)
b) Suggest two ways the tourism agency can adapt its customer service provision to effectively meet these identified needs, explaining the benefit of each adaptation. (3 points)

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