choose an area relevant to your area of training in the Tourism, Hospitality and Events Industry. This may include Accommodation Services, Front Office, Cookery, Food and Beverage, Tourism or Events.

1. Provide an overview of the characteristics of customers you typically would encounter in your chosen field of training and include their likely needs, special needs and expectations.

2. Provide 5 examples of products and services you offer in your chosen field with a brief description what these entail (Just as you would explain this to your customers).

3. Provide 3 examples for additional add-ons and extras available in your area and explain the benefits of these or possible advantages if taken as a package and how these could be sold effectively by employing effective selling techniques.

4. Provide 3 examples how you could anticipate the needs of your customers in your service area (for example special provisions which could be dependent on special needs, service situation, preferences etc.)

5. How will you ensure all products and services are actioned before customer delivery? What would this entail in your service area? (Liaison, Communication, Teamwork)

6. Provide a proactive action plan to deal with problems with products and services in your given service area. What alternatives or options could you offer? How would you determine any compensation and what would this depend on?

7. How would you ensure problems could be avoided and service provisions improved in the future? What would this require and how should this be managed within the team in your service area?

8. Explain the procedures for dealing with conflict, outlining the steps and requirements for verbal and nonverbal communication. Which procedures should be in place to deal with conflicts or complaints beyond your capacity (job role)?

9. Provide 3 examples for promotional services which could be used in your service area and explain how these would be used effectively.

10. Develop a customer feedback form which would allow you to collect:

a. Details of customers to establish a data base

b. A set of questions enquiring about the product and services you provide in your service area

c. Additional comments or feedback from customers.

d. Special preferences of a customer.

11. Explain how you will evaluate this feedback form, how you would utilise the collected data and how this would be useful to establish ongoing customer rapport.