Перечитайте текст, сосредоточив внимание на его важнейших деталях, и выполните нижеследующие задания.

7.1. Выберите правильные варианты ответов на поставленные вопросы (на каждый вопрос – только один правильный ответ).

1. Why do people normally prefer to stick to the same travel agency they have already used before?

a) they trust the travel agency they’ve got to know earlier

b) they are too lazy to look for another travel agency

c) they expect to purchase a tour package at a reduced price as regular customers

d) both “a” and “b”

e) both “a” and “c”

 

2. How many travel agencies should a holiday-maker pick out of those offering similar destinations and tours?

a) 1 or 2

b) 2 or 3

c) 3 or 4

d) 4 or 5

e) 10 or 12

 

3. What are the main criteria of picking out the travel agencies?

a) their names should be familiar

b) the prices should be neither too high, nor too low

c) all the ad information should be clear to you: nothing should seem odd

d) both “a” and “b”

e) “a”, “b” and “c”

 

4. What alternatives can be offered to a customer in a travel agency?

a) to choose and obtain a ready-made tour package

b) to wait for a new tour package to be developed

c) to ask for a tailor-made tour package

d) both “a” and “b”

e) both “a” and “c”

 

5. What should a holiday-maker bear in mind?

a) in high season the prices are up to 25 per cent higher than in low season

b) par­ty tours are cheaper than individual ones

c) children get discounts or even travel free

d) both “a” and “b”

e) “a”, “b” and “c”

 

Заполните таблицу, посоветовав, как следует поступить в каждой из предложенных ситуаций.

What should one do…
	…planning their holiday?
	… if one wants an enjoyable holiday at some reasonable price?
	…if one doesn’t want to be trapped?
	… to start choosing a travel agency?
	… if one lacks some information or advice calling the travel agencies?
	… at an appointment with the travel clerk at the agency office?
	… purchasing a tour?

7.3. Определите, истинно или ложно каждое из нижеперечисленных утверждений (относительно текста). Пометьте каждое предложение как “T (true)” или “F (false)”. Откорректируйте ложные утверждения.

1. Normally people plan their holidays in advance.

2. Experienced holiday-makers are often at a loss which travel agency to choose out of a large amount of agencies offering similar services.

3. Re­sponding to the callers' queries is a part of travel agents' duty.

4. Never ask travel clerks to help you to make a deci­sion about where to go, what to see or where to stay in each area you plan to visit.

5. There are usually lots of travellogues, brochures, folders, tourist's guides and maps available for customers.

6. Only a few travel companies are able to arrange tailor-made tours according to their customers' requests.

7. Travel agents may offer you to pay for your travel insurance.

 

Дайте развернутые ответы на поставленные вопросы, опираясь на содержание текста.

 

1. Why are you at a loss when you are not an experienced holiday-maker?

2. Why shouldn't you hesitate to ask questions?

3. What will efficient travel clerks always help you with?

4 What are most of travel companies able to arrange?

5. What do many travel agents offer you to pay for?

6. When are the prices higher?

 

Подготовьте развернутые высказывания (от 25 развернутых предложений) в ответ на вопросы, заданные ниже. Задание, помеченное звездочкой, выполнять не обязательно.

1. Prepare a short guidance for inexperienced holiday-makers to help them in choosing a travel agency and arranging a holiday trip.

2.* If you happen to know any foreigners, ask them how they normally choose a travel agency to work with. Compare their answer with the information from the text. Share everything you have found out with the group/instructor.

 

Text 2. How to Handle Difficult Customers on the Phone

 

Убедитесь, что Вам понятны слова и выражения, перечисленные ниже. Если необходимо, воспользуйтесь словарем.

Ø face-to-face Ø body language Ø to handle Ø in most cases Ø to charge Ø to overcharge

Ø statement Ø to sound Ø to pull up Ø ridiculous Ø business name Ø to impose

Ø better than nothing Ø to hang on Ø for ages Ø to keep one's calm Ø to convince Ø in the light of Ø episode