Reading...
Play button
Play button
Use LEFT and RIGHT arrow keys to navigate between flashcards;
Use UP and DOWN arrow keys to flip the card;
H to show hint;
A reads text to speech;
147 Cards in this Set
- Front
- Back
|
What are the 4 broad cruise experience categories?
|
resort, premium, luxury, niche
|
|
|
What are the 4 broad cruise experience categories?
|
resort, premium, luxury, niche
|
|
|
Although finding the right ship for your client demographic is important, remember ______
|
people can't be pigeonholed
|
|
|
What are 3 facts about CLIA?
|
world's largest cruise association, formed in 1975, dedicated to promotion and growth in cruising
|
|
|
CLIA is comprised of the _________
|
World's major cruise lines
|
|
|
CLIA's travel agency memberships are _____ strong
|
20,000
|
|
|
CLIA has over _____ business allies
|
275
|
|
|
CLIA's mission is to _________ of the cruise experience
|
promote the special benefits
|
|
|
CLIA levels of certification 5 - ACC
|
ACC (accredited cruise counselor)
|
|
|
CLIA levels of certification 4 - MCC
|
MCC (Master Cruise Counselor)
|
|
|
CLIA levels of certification 3 - ECC
|
ECC (Elite cruise counselor)
|
|
|
CLIA levels of certification 2 - ECCS
|
ECCS (Elite cruise counselor scholar)
|
|
|
CLIA levels of certification 1 - LCS
|
LCS (Luxury cruise specialist)
|
|
|
The cruise 3sixty conference is held annually in ______ and ______
|
The cruise 3sixty conference is held annually in Fort Lauderdale and Vancouver
|
|
|
single supplement varies by _____ category
|
cruise line and stateroom
|
|
|
supplement prices range from _____ - _____ %
|
150-200%
|
|
|
2 for 1 specials are usually offered in ____ and _____
|
alaska and Europe
|
|
|
2 for 1 specials are offered for dates where _______
|
bookings need a boost
|
|
|
guaranteed share programs are for ______
|
single people travelling alone
|
|
|
guaranteed share program participants must be willing to _______
|
share the room with a stranger of the same sex
|
|
|
guaranteed share programs are guaranteed the double occupancy rate even if ___________
|
a second roommate is not found
|
|
|
A category guarantee means that travellers are guaranteed ______
|
a stateroom in the category they've chosen/paid for
|
|
|
A category guarantee does not mean that guests are provided an ______
|
assigned stateroom number
|
|
|
A category guarantee has the chance of ________
|
being upgraded to a better stateroom at no extra cost
|
|
|
Early booking discounts _____
|
vary from company to company
|
|
|
Early booking discounts could be anywhere from ___ - ____%
|
20-45%
|
|
|
What benefits might you get from a past passenger discount?
|
% discount, guaranteed upgrade, coupon sent directly
|
|
|
How many ships does princess cruises have?
|
princess cruises has 17 ships in their fleet - 18 soon
|
|
|
What is the Princess cruise lines unique kareoke called?
|
"The voice of the ocean"
|
|
|
What is Princess' cruise main demographic?
|
the meaningful traveller
|
|
|
Name the newest ship in the Princess fleet, what year will it be unveiled?
|
majestic princess coming in 2017
|
|
|
what major upgrades are expected with Princess cruises?
|
New princess luxury bed and sleep program launched in 2018
|
|
|
Name the Princess new category of stateroom
|
club class
|
|
|
What are some features of the Club Class with Princess?
|
bathrobes, priority check in, alternative dinner reservations
|
|
|
What special enrichment program does princess offer?
|
discovery at sea (and ashore)
|
|
|
The caribbean princess will sail through the new panama canal locks in ____ |
2018 |
|
|
Princess offers ______discounts and _____ rewards
|
Princess offers veteran discounts and referral rewards
|
|
|
-G-UIDE
|
G - get past barriers
|
|
|
G-U-IDE
|
U - understand their value range
|
|
|
GU-I-DE
|
I - insist on benefits
|
|
|
GUI-D-E
|
D - Draw a picture
|
|
|
GUID-E-
|
E - Exile Jargon
|
|
|
Name 3 barriers to cruising
|
expensive, boring, regimented
|
|
|
How do you respond to those barriers?
|
cruising is easy, escape from stress, quality of dining
|
|
|
Psychographics is:
|
The science of human behaviour
|
|
|
features:
|
what it is, impersonal, facts
|
|
|
Benefits:
|
why it benefits you, "you", visualization
|
|
|
You can draw a picture for your client using ____, _____ and ______ language
|
You can draw a picture for your client using visual, action, and emotional language
|
|
|
Most vessels have at least ____ crew member for every ___ passengers
|
1 crew member for every 3 passengers
|
|
|
travel agencies tend to lean towards ______rather than _____
|
mass marketing rather than niche marketing
|
|
|
______ agencies have to work harder to succeed
|
Mass market agencies have to work hard to succeed
|
|
|
What does "Niche" mean
|
Nest
|
|
|
how much more do niche customers spend on their travel?
|
30-40%
|
|
|
Luxury cruisers love ______
|
testimonials
|
|
|
What is the #1 honeymoon destination?
|
hawaii
|
|
|
What percentage of families today are non-traditional?
|
25%
|
|
|
How do big brands provide niche services?
|
Many niche specific activities
|
|
|
name 3 examples of affinity groups
|
churches, schools and museums
|
|
|
Cruise lines are all ____ and have their own _____
|
slightly different and have their own market position
|
|
|
only ____% of the family market has taken a cruise
|
6%
|
|
|
families today tend to travel at what time of year?
|
year-round
|
|
|
Do families book last minute or far in advance?
|
far in advance
|
|
|
Luxury seeks are also called ____
|
closet millionaires
|
|
|
cohort theory
|
what you do when your 16-21 influence you forever
|
|
|
What is the minimum age to book a cabin on a cruise ship?
|
21
|
|
|
What is the difference between a zodiac and a tender?
|
Zodiak is for adventure boating, tender is for transportation
|
|
|
how are clients charged on ships?
|
charged to the room
|
|
|
independent agencies
|
privately owned and unaffiliated with any larger institution (Mom and pop shop)
|
|
|
agency chains
|
wholly owned or franchise owned agencies - run by a larger agency
|
|
|
consortium affiliated agencies
|
independant companies under their own names who are part of a larger association
|
|
|
inside sales reps
|
works at the agency dealing with one-on-one service
|
|
|
outside sales reps
|
works from home online and is allied to n agency
|
|
|
host agency
|
an agency of only home based agents
|
|
|
cruises pay ____ commission
|
10%
|
|
|
Name all resort cruise lines
|
Carnival, Costa, Disney, Norwegian, Royal Caribbean
|
|
|
Describe Resort cruise lines
|
caters to a broad range of passengers, wide array of activities, high value for money
|
|
|
Name all Niche/specialty cruise lines
|
windstar cruises, quark
|
|
|
Describe niche cruise lines
|
unique ports of call, emphasis is on learning, river and canal ships, expeditions, sailing ships
|
|
|
Name all river cruise lines
|
AMAwaterways, Avalon, viking, uniworld
|
|
|
Describe river cruise lines
|
Like niche but in rivers with smaller, more unique ports of call
|
|
|
Name all Luxury cruises
|
Cunard, crystal, regent seven seas, seabourn, silversea
|
|
|
describe luxury cruise lines
|
caters to travellers who want the very best, excellent service, gourmet cuisine, individual pampering
|
|
|
how many ships does holland america have?
|
15 ships
|
|
|
How many people can Holland America's staterooms hold?
|
staterooms of up to 5 people
|
|
|
Does holland america offer single occupancy cabins?
|
yes, 12 on new ships
|
|
|
What is holland america's private island called?
|
Half moon cay, Bahama's
|
|
|
What is holland america's kids club called?
|
Club Hal
|
|
|
how many classes of ships does holland america have?
|
5 different classes
|
|
|
How many itineraries, ports of call, and continents does holland america offer?
|
500 / 400 / 7
|
|
|
How many years has Holland america been running?
|
132 years
|
|
|
Holland America's staterooms are ___% larger than other cruise lines and they have the largest private ____
|
25%, private verandas
|
|
|
Give 3 examples of Holland America's culinary excellence
|
cocktail expert, sushi chef, elegant 2-tier dining room
|
|
|
What are 6 new enhancements of Holland America cruises?
|
Music Walk (B.B. King), blend their own wines, BBC Earth experiences, America’s Test Kitchen, gallery bar, Riuks Museum partnership
|
|
|
What is the New Holland America ship coming in 2018
|
Nieuw Statendam
|
|
|
Describe Holland America's destination guides
|
partnership with Afar magazine, written guide, can personalize for clients based on interests, can download PDF guides for clients
|
|
|
How many years has Holland America been touring in Alaska?
|
70 years
|
|
|
The most popular excursion in Alaska is:
|
Denali Square, in McKinley Chalet Resort
|
|
|
How many Holland America ships operate in Alaska?
|
7 ships
|
|
|
Holland America has more european ports of call than _________
|
any other cruise line
|
|
|
What does Holland America call it's 100 day round the world journey?
|
Grand World Voyage
|
|
|
What is Holland America's demographic?
|
spenders, appreciate luxury, seek value, destination driven, excited to learn and engage, authentic experiences
|
|
|
What are your options on a port day?
|
Excursion through the cruise line, excursion booked through local company, bought from a dock vendor, go on their own, stay on the ship
|
|
|
How many people does a cruise ship hold to require a doctor?
|
100
|
|
|
A cruise isn't a _____ it's an _____
|
isn't a commodity it's an experience
|
|
|
Are excursions through vendors guaranteed arrivals?
|
no, they cannot guarantee your return to the ship on time unless the excursion is issued through the company
|
|
|
ACTA
|
association of canadian travel agents
|
|
|
CITC
|
Canadian institute of travel counselors
|
|
|
EBB
|
early booking bonus
|
|
|
what types of shore excursions are there?
|
Sightseeing, sports, miscellaneous
|
|
|
Name 5 different types of cruise ship seating
|
Al Fresco, A la carte, 1st seating, 2nd seating, open seating
|
|
|
What documents would you get about your cruise?
|
itinerary, luggage tags, ID button, immigration and customs forms, insurance info, onboard policies
|
|
|
When would lifeboat drills be done?
|
within 24 hours of boarding the ship
|
|
|
How does a lifeboat drill work?
|
An announcement is made that it will occur, you get the orange life vests from your cabin, your pre-assigned lifeboat station, guests are inspected, given a tutorial, and dismissed
|
|
|
What are 4 of CLIA's primary roles?
|
Travel trade training and marketing support / promoting the use of CLIA member agencies / advocate legal, legislative and technical positions to key policy makers / created the cruise passenger bill of rights
|
|
|
name 4 of CLIA's website features
|
separate consumer, agent and media sections / cruise line profiles and details their vessels and policies / FAQs / search function to locate CLIA member travel agencies
|
|
|
Why is CLIA considered the most effective travel association in cruising?
|
Their overall support of the travel agency community
|
|
|
CLIA trained agents sell what percentage more than untrained agents? what percentage do cruise sales increase by after training?
|
86% more / 261% more
|
|
|
How do you earn CLIA certification?
|
certification is obtained by earning credits through training courses, cruise ship inspections and attending the 3sixty conference
|
|
|
How many itins, countries, continents, and destinations does princess offer?
|
150 / 100 / 6 / 360 destinations total
|
|
|
How many ships and what length of cruises does princess offer in Australia
|
5 ships, 2-89 day itineraries
|
|
|
What time of year does princess sail to Japan and asia, and with how many departures?
|
April-oct with 37 departures
|
|
|
What 4 specific, complicated day length itineraries does princess offer to europe? thatskyetriedtomemorizeonlytofindoutthey'rejustweeks.it'sweeksfolks.whythefuckwouldshedescribeitthisway
|
7, 14, 21, and 28 day itineraries
|
|
|
Princess sails to these countries in europe
|
british isles, iceland, scandinavia (sweden, finland, denmark) and norway
|
|
|
What time of year, and length of trip does princess offer to the caribbean?
|
November to April/ 5-15 nights
|
|
|
What length of trip does princess offer to hawaii and the south pacific?
|
Hawaii: 15 / South Pacific: 28
|
|
|
What length of itineraries does princess offer to Mexico from LA
|
5, 7 or 10 day itineraries
|
|
|
How many ships and itineraries does Princess offer in Alaska?
|
3 ships, 6 itineraries
|
|
|
What does princess offer in terms of ashore time?
|
late night port calls 9pm or later, overnight stays, 2-day experiences
|
|
|
What does Princess specialize in?
|
more time ashore
|
|
|
What are CLIA's 5 market niches
|
Family Folks, Want-It-Alls, Adventurers, Comfortable spenders, Cautious travellers
|
|
|
What are the 5 niche cruise groups?
|
Family, Learning, Active adventurers, Romantics, Luxury Seekers
|
|
|
megaships
|
70,000 GRT or above, 2000+ passengers
|
|
|
small ships
|
300 passengers or less
|
|
|
masted sailing ships
|
nostalgic tech or human powered sailing ships
|
|
|
river vessels
|
either contemporary, or steamboat style boats designed for rivers
|
|
|
barges
|
passenger barges are built to be exceptionally luxurious
|
|
|
ferries
|
transportation centred ships sometimes providing accommodation
|
|
|
multipurpose ships
|
cargo, passenger, or contemporary ships
|
|
|
miscellaneous boat types
|
freighters, bareboat charters, yacht
|
|
|
classic ocean liner
|
sleek, streamlined transoceanic cruise ships
|
|
|
contemporary cruise ship
|
also called giant ships, they are ships designed for accommodation rather than speed
|
|
|
What are CLIA's 5 generations?
|
Senior, Swing, Baby Boomer, Gen X, Echo boomer (millennial)
|
|
|
CLIA's 5 generations: senior
|
fixed income, underscore value, longer itineraries, shore excursions, safety, interesting people, easily accessible cruises
|
|
|
CLIA's 5 generations: swing
|
wwii, korean war, scheduled activities, less price conscious, working or retired, soft adventure
|
|
|
CLIA's 5 generations: baby boomers
|
grew up stressed, time starved, upsell, emphasize independence, hassle-free, pampering, learning experience
|
|
|
CLIA's 5 generations: gen x
|
stress fun, excitement, entertainment or sports, exotic itineraries, ecologically interesting places, well known brands
|
|
|
CLIA's 5 generations: echo boomers/millenials
|
shorter cruises, low price, interesting people, novelty, excitement, fun, big and unique
|
