TTR – Final Exam Study Guide
Unit A – C (01.00 – 03.06)
What is Career-Technical Education?
A program of study designed for meeting the individual needs, interests, and abilities of each student while providing opportunities for gainful employment, advanced education, and practical life application.
What is the full name of this course?
Travel, Tourism, and Recreation Marketing
What is DECA?
An Association of Marketing Students
Client:
A person or business that pays for professional services or products of people or businesses.
Discretionary Travel:
A trip taken by choice rather than out of necessity.
E-commerce:
The sale of products and services over a Web site.
Intermediary:
A person or company that acts as a link between the producer of a product or service and the consumer of that product or service.
Marketing Concept:
The business philosophy that focuses on understanding and meeting the needs of customers.
Mass Tourism:
A twentieth century trend during which the working and middle classes began traveling in large numbers for leisure purposes.
Moment of Truth:
The moment that an employee interacts with a customer related to a business activity.
Give 2 Examples of Needs:
Food, Shelter, and Clothing
Relationship Marketing:
The process of building and nurturing ongoing, solid relationships with customers.
Tourism:
All the components of the travel industry used to serve the needs and wants of tourists and to attract travelers to a destination.
Tourist:
A person who travels at least 100 miles from home to visit an area for business and/or pleasure for 24 hours or more. First appeared in 1811.

Why is there a shift from mass marketing to niche marketing?
There is a shift from mass marketing to niche marketing to identify individual target markets and provide unique experiences that allow the traveler to be a participant rather than an observer.
Give one example of niche marketing travel:
 Reenacting a famous event or battle
 Taking an active part in the activities of the destination o Be a monk at Mepkin Abbey in Charleston, South Carolina. o Play baseball at the Diamond Dreams in Ft. Myers, FL. o Fly MIG fighters in Moscow, Russia. o Crew a world-class sailing vessel in St. Martin (St. Maarten).
What is included in Outer space tourism?
 Suborbital space flights
 Zero-gravity flights
 Earth orbital space flights
 Interplanetary space flights
Which company committed to the first Space hotel?
Process begun by Hilton’s commitment to build a space hotel by the year 2025.
What is inner space travel?
Deep ocean exploration, visit historic ship wrecks such as the Titanic, and ocean floor exploration.
Name 3 technology trends useful for TTRM?
 Wireless communications
 Smaller computers, improved user-friendly programs, simplified interface with other systems
 Instant access to information
 Rapid product innovation and introduction
 Shorter product life cycle
Infrastructure is…:
The basic foundations such as sufficient power supply, water supply, roads, public utilities, and sewage disposal needed to support and accommodate tourists.
Explain the Multiplier Effect:
When tourists spend money to travel, stay in a hotel, and eat in restaurants, they put money into that destination’s economy. That money is then recycled by those local businesses to purchase goods, pay employees, etc. This re-spending in turn expands the economy.
Leakage occurs when income from tourism in an area…
 when income from tourism in an area is used to purchase needed goods or services from outside the area. o The more imports that are necessary, the higher the leakage will be. o Sometimes a large part of the income from tourism has to be used to pay for imported equipment and materials used to satisfy the needs of tourists. For example, if a country has a small domestic automobile industry, it may have to import cars or buses to satisfy transportation needs of tourists.
 The more developed the area, the higher the multiplier effect. This means that tourism dollars will stay in an area and be re-spent, rather than those dollars being spent outside the area to purchase needed good and services.

Necessary Leakage:
Refers to the cost of promoting a destination abroad. If a destination wants to attract tourists, it must market itself to convince potential customers that it is more appealing than other destinations.
Culture:
The practices of a society including its customary beliefs, social roles, and material objects that are passed down from generation to generation.
Cross Adoption:
Local residents adopt tourists’ values and at the same time, tourists adopt values of the places they visit. Example: American interest in foreign foods has resulted from American tourists who enjoyed the local food while visiting in other countries.
Example: Tourists’ exposure to native culture has increased the demand for Native American arts and crafts.
Negative effects 2 cultural effect of tourism:

Local artistic standards may suffer when cheap reproductions of native crafts are mass-produced for tourists’ consumption.

Local religious and social customs may suffer commercialization. Example: Ceremonial dances once performed for religious purposes are now staged to entertain tourists.

Disruption in the way of life for some cultures has become a problem. Example: The
Pennsylvania Amish had no desire to be “discovered” as a tourist attraction. They simply wanted to be left in peace.
Environment:
The climatic, social, and cultural conditions that influence the life of a person or community.
Identify 2 positive environmental effects of tourism?

Preserving natural resources is the most important element in the development of a tourist destination.

Revenues generated from entrance fees and other fees may be used to improve animal habitats, wilderness areas, and infrastructure.

If tourists are educated about the environment and natural resources, they are more likely to understand the importance of preservation efforts and to participate in that preservation.

Good design and planning of an infrastructure and superstructure are important. The addition of more restaurants and hotels provides variety and choices. Welcome centers provide a hospitable atmosphere. When appropriate design of buildings in terms of color, signage, and landscaping is used and maintained, the beauty of the area is enhanced.
Identify 2 negative environmental effects of tourism?
 An increase in the number of people using an area’s resources will usually have a detrimental impact on the environment.
 Effects on wildlife o Disrupting feeding and breeding o Killing of animals o Destruction of habitats o Restriction of wildlife’s natural movement and migration
 Effects on landscapes o Erosion o Land development o Destruction of natural beauty
 Pollution of the environment o Land o Water o Air

o Chemical o Noise
What is Superstructure?
Facilities that expand and improve the basic infrastructure to serve the specific needs of tourists and increase the desirability of the area.
Describe the positive social effects of tourism:

Changing employment patterns. When tourism development occurs, more people
(often females, minorities, and teenagers) enter the workforce.

Increased income. With new jobs, people can afford consumer goods that were previously beyond their purchasing power.

Changing lifestyle and increased standard of living. People may demand better housing and recreational facilities as well as undergo changes in dress and eating habits.

Rising property values. If there is an increased demand for land on which to build tourist facilities, property values can rise dramatically.

Exposure to new ideas. Tourists often have the desire to learn and have new experiences, and they look to local residents to provide that exposure.
Describe the negative social effects of tourism:

Resentment toward sharing resources and facilities. Residents of an area may come to see tourists as a nuisance when the residents have to share facilities, such as restaurants or retail stores, with the tourists.

Rise of materialism: A society’s preoccupation with money or material possessions.
This is seen most often in the younger generation who become employed by tourismrelated businesses. They have more disposable income than their parents/grandparents.

Higher crime rates. The larger number of people in an area increases criminals’ potential to gain from crime and decreases the chance of their getting caught.

Decline in the moral conduct of the local people. Example: In areas where gambling casinos were introduced, rates of prostitution, alcohol/drug use, and divorce increased.

Rising property values. Although generally positive, increased property values may also have a negative impact if people who work in the area cannot afford housing there. These people oftentimes have to live outside of the area and commute to work.

Threat to a culture’s native language. Because English is a common means of communication, in other countries the native tongue loses its value and is replaced by
English because of employment qualifications and a desire to relate to the tourists.
Public Sector:
Public agencies supported by local, state, or federal government dedicated to promoting tourism development and allocating monies for tourism projects.
4 Types of Public Sector Agencies:
 North Carolina Department of Commerce
 North Carolina Visitor/Welcome Centers
 Local Chambers of Commerce
 Convention and Visitors Bureaus
Private Sector:
Privately supported businesses that promote tourism development.
3 Types of Private Sector Agencies:

Airlines

Car rental companies


Hotels/Motels

Cruise lines

Travel agencies

Restaurants

Internet sites such as Expedia
Cyclical Nature of Tourism:
 Explore the product life cycle as related to tourism. o Introduction stage
 Travelers who do not like to go where everyone else goes discover a new destination.
 Industry segments introduce new products/services to gain a competitive edge.
 Characteristics of the period
 Profits are low.
 Promotion costs are high.
 There are few competitors.
 Examples: electronic self-check-in at airports, photo identification on credit cards, insurance coverage for seasonal snow ski passes o
Growth stage
 Characteristics of the period
 Popularity increases.
 Profits increase.
 Sales increase.
 Competition increases.
 Examples: all-suite hotels such as Ameri-Suites, healthy menu items at fast-food restaurants, Cyber Cafés, hotels instead of motels along interstates for safety purposes, online travel agencies o Maturity stage
 Characteristics of the period
 Local residents lose control over the development of tourism.
 Big hotels and restaurant chains move in.
 A portion of the local population depends on tourism for a living.
 Sales are at their peak.
 Products and services need rejuvenating to maintain their market share.
 The marketing mix begins to change to reach new markets and encourage tourists to revisit.
 Examples: Myrtle Beach, Disney World, the Bahamas, airline frequent flyer miles o Decline stage
 Characteristics of the period
 The destination becomes over-saturated with tourists.
 The site has exceeded its carrying capacity.
 The destination has lost its appeal.
 Sales decline.
 Some facilities may pull out of the area.
 Examples: rail travel and brick and mortar travel agencies
Peak Period (also called high season)?
Time when the destination is most desirable either for climatic reasons or because of some special event.
Off-peak period (also called low season)?
Period or season when traffic volume or occupancy is not heavy.

Shoulder Season:
The period between peak and off-peak seasons. Shoulder seasons are attractive to people who do not need to travel during peak holiday months. Example: Retired people are not restricted to certain vacation times.
Unit D – G (04.00 – 07.03)
What are the 6 characteristics to consider when putting together a package?
 Include a core attraction or “demand-generator.”
 Provide value to the customer.
 Provide consistent quality among all the elements.
 Plan well.
 Cover all the details. (Sometimes in the rush to plan a package, small details are overlooked. This can affect the overall experience of the customer and the image of the companies involved in the package.)
 Make a profit.
What are the disadvantages of advertising in TTRM?
 Advertising cannot close a sale. It may create awareness or interest, but it does not close the deal.
 Advertising messages can be ignored.
 There is a high waste factor. Advertising reaches a wide audience, but some of the people in that audience are not potential customers or part of the target market for the company.
 Advertising does not provide quick feedback. Interactive media, such as the Internet and interactive television, allow for direct bookings that provide more immediate feedback than other advertising sources.
Cooperative advertising:
A partnership between two or more companies to share the cost of an advertisement. (NOTE:
Similar partnerships between companies can occur in any of the elements of the promotional mix.)
Examples of Sales Promotion:
Approaches other than advertising, personal selling, public relations, and publicity that provide customers with a short-term inducement to make an immediate purchase. Examples: coupons, samples, and games.
Recognition Program:
A sales promotion technique that rewards customers as an incentive or inducement intended to ensure their loyalty and to generate repeat business. Rewards are usually not cash but may include points toward free travel or upgrades, gift premiums, or plaques. Examples: frequentflyer and frequent-guest programs.
AARP:
A nonprofit membership organization dedicated to focusing on the needs and interests of persons 50 years of age and older. AARP is a recognized organization and many lodging properties offer special discounts to its members.
Amenities:
Gratis features that enhance a guest’s comfort or convenience. The higher the level of service, the more amenities that a guest expects. Amenities include pools, microwaves, shampoo/conditioner, lotion, double sinks, bathrobes, coffee pots, whirlpool tubs, data ports, etc.
Lodging:
A place to sleep for one or more nights.

Back of the house:
Departments/areas not usually seen by the guest such as human resources and accounting.
Front of the house:
Any area of the lodging property which may be used by the guest such as restaurants, meeting rooms, and work out facilities.
Frequent-guest award programs:
A technique that awards free accommodations, upgrades, and other prizes to guests after they spend certain numbers of room nights with the lodging chain. This promotion promotes a longterm relationship with the guest who wishes to accumulate enough points to make it worthwhile.
Floating Resorts:
Are cruises and all-inclusive vacations.
Cruise:
Includes transportation, meals, lodging, recreation, and entertainment.
A cruise includes transportation, meals, lodging, recreation, and entertainment.
Service is equal for all passengers on board a ship. Itineraries, destinations, and cabin locations are the main factors segmenting the cruise industry. Cruise lines offer diverse itineraries to appeal to different markets.
 Mass market. Passengers in this category have income from $20,000-$39,000. Carnival Cruises are popular with this market.
 Middle market. Passengers in this category have income from $40,000 - $59,000. This is
the largest portion of the cruise market. Princess Cruises and Norwegian Cruises serve this segment.
 Luxury market. Passengers in this category have average income in excess of $60,000. This market level offers superior service and cuisine. Seabourn Spirit and the Radisson Diamond serve this market.
GRT:
Gross registered tonnage; the amount of enclosed space on a ship; One GRT is equal to 100 cubic feet.
Space Ratio:
The amount of space per passenger on a cruise ship. The space ratio is a guide to the market level of a ship. A ratio of 35 or higher indicates a capacious ship.
To compute the ratio:
To compute the ratio, divide the ship’s GRT by the number of passengers. Example: Radisson
Diamond 20,295 GRT/350 passengers=57.93 rounded off to 58. This ratio indicates that
Diamond is a very spacious ship.
 The location of a cabin on a cruise ship may be the only distinction that separates passengers.
 Larger staterooms are on the upper decks.
 Suites have separate bedroom and lounge/living areas.
 Some rooms on the top decks have a terrace.
 Cabins on the upper decks are the most expensive.
 Cabins located on the outside of the upper decks have portholes (windows).
 Cabins located on the inside and lower decks have no windows.
 Cabins are designed for efficient use of space.
Explain why a cruise ship is a cashless voyage (no cash needed)
 Prior to setting sail, passengers give an imprint of their credit card to open an account on board the ship. o All purchases on board the ship are charged to the account. o Passengers settle their charges at the end of the trip. o Passengers without credit cards must make a cash deposit prior to setting sail.

Air-Sea Package:
 Transportation to the embarkation port may be included with a cruise package. Once a passenger boards a cruise ship, their transportation is secure. Getting to the embarkation port often requires a flight since many ports are located in the southern region of the country.
 By packaging the flight and cruise together, passengers only have to communicate with one company regarding their reservations.
 If flights are delayed due to weather problems, the ship may delay sailing to wait for the bulk of passengers, or the passengers may be flown to meet the ship at the next port.
 Shuttle service between the airport and the port is included in most sea-air packages.
What is Amtrak?
A semipublic corporation that provides passenger rail service in the United States. Amtrak is the marketing name for the corporation. Its official name is the National Railroad Passenger
Corporation.
Amtrak receives some financial support from the government to stay in operation.
Equipment used by Amtrak:
Acela Express: A high speed train which travels between Boston and Washington, DC.
Metroliner service: A high-speed electric train that runs between Washington, DC and New
York City. All seats on this train are reserved.
Auto train: An overnight train that runs from Lorton, Virginia to Sanford, Florida carrying passengers and their automobiles/motorcycles.
Quiet cars:
In response to the conflicting demands of early morning commuters, Amtrak has added the quiet car.
In the US, the majority (90%) of car rentals are for corporate travel.
5 things needed for a car rental:
 Have a valid driver’s license
 Meet age requirements. The standard minimum age is 25, but may vary by company. A parent may sign a “Guarantee Form” to enable a person under the age of 25 to rent a vehicle, but the parent assumes responsibility if anything happens.
 Have proof of credit, usually in the form of a credit card. A customer who does not have a credit card may be required to put down a substantial cash deposit.
 Have a clean driving record
 Accept personal responsibility for the car. Car rental firms offer additional insurance to customers to help protect them from liability should an accident or mishap occur.
Match car category to BRAND of car:
 Economy – Hyundai Accent
 Midsize – Hyundai Sonata
 Luxury – Lincoln Town car, Buick Park Avenue
 Mid-size SUV – Ford Escape
 Full-size SUV – Ford Expedition XLT
 Pickup – Ford Ranger
 Minivan – Ford Windstar
 Specialty
Trends in the rental car industry
 Computerized navigation system
 Future rental tied with the airline industry

Motor coach travel discounts:
 Friendly fare. Travelers who purchase a ticket at least one week in advance can travel anywhere in the US for as little as $49 and no more than $119, one-way.
 E-Savers. By purchasing tickets online, riders save 10% for advertised locations. These specials are only available on-line.
 Children’s discounts. A discount of 40% is allowed for children under age 12 traveling with a full rate passenger.
 Seniors discount. Passengers age 62 and older may request a 5% discount. An ID verifying age is required.
 Student discount. Student Advantage cardholders are entitled to a discount up to 15% off the price of an unrestricted ticket.
 Military discount. Members of the military and their families may receive a 10% discount off the price of unrestricted tickets.
 Unrestricted fares. Everyday prices are always available, right up to the time the bus departs.
Explain the Airline Deregulation Act of 1978
 The Act ended governmental control of the airline industry.
 Prior to 1978, the Civil Aeronautics Board was responsible for areas of commercial flight such as fares, routes, and schedules. They awarded routes to carriers, limited the entry of new carriers into the market, and regulated fares.
 In 1978, responsibility for airline travel was transferred to the FAA (Federal Aviation
Administration) and the DOT (Department of Transportation).
 The Deregulation Act allowed for free-market competition. An important component of this was that airlines could adjust their fare structure and rates. The resulting competition between airlines gave consumers more choices and lower fares.
 More discount fares became available.
 These changes forced noncompetitive airlines out of the market and increased the demand for regional carriers as full-service carriers moved to hub and spoke systems.
Explain the different types of carriers.
 Full service/mega carriers. At one time these carriers flew either domestic or international routes. Today, however, they fly both domestic and international routes, providing full service to customers. This change in travel patterns came from associations between national and international airlines and deregulation. Examples: Delta, American
 Regional carriers: Airlines that fly scheduled flights from smaller cities into larger cities.
These carriers are lower priced than full service lines, use smaller aircraft, and fly shorter routes. Examples: Hooters, Jet Blue
 Supplemental carriers: Planes hired by an individual or company to fly nonscheduled flights for a specific purpose. These carriers fly to locations where scheduled flights do not.
Describe the different classes of service aboard flights.
 First class o Highest rate ticket o Located at the front of the plane o Wider, more comfortable seats o
Extra leg room between the rows o Special electronic entertainment centers on newer planes o Reclining seats on international carriers o First to board and first to exit o Multiple course meals served on china (long flights) o Free movies and beverages
 Business class o A step down from first class in rate and service o More seat/leg room than coach, but not as luxurious as first class o Free beverages o Larger total area than first class
 Coach class o Most economical ticket o Usually located in the rear of the plane

o Narrow seats located closer together o Limited overhead storage space o Basic flight attendant service o Food service limited to beverages and snacks o
Only level of service available on many smaller aircraft
Describe the types of flights
 Nonstop: A flight from the origin to the destination with no stops.
 Direct: A flight from the origin to the destination with one or more stops. Passengers usually do not change planes.
 Connection: A flights from the origin to the destination with one or more stops and passengers have to change planes.
Describe yield management and discount fares
 Yield management: The course of action an airline takes to meet a break-even point and earn a profit. The airline product is perishable; if the space on the flight is not sold prior to take-off, that revenue is lost forever. Fares are structured to sell as many seats as possible and create a profit for the company.
 Yield: The amount of profit generated per seat per mile on an airplane. Total passenger revenue divided by the total number of passenger miles flown = yield.
 Discount fares. Airlines offer a certain percentage of their seats at discount or promotional fares in an effort to fill the plane. There are restrictions with these fares, but for some travelers the reduced cost of the fare is worth the inconvenience. o Airlines restrict the number of seats that are discounted. o These fares may not be refundable. o
No changes are allowed. o Some require a minimum stay at the destination. o Blackout periods are times when a discounted fare is not available. Usually this is during peak periods and holidays. o Some discounts are based on demographic segmentation – seniors, children, students, and military personnel. The individual carrier controls these rates, and passengers should check to see if there are discounts available.
What is the Hub and spoke system?
 Airlines concentrate their ventures at airports near or in major cities. These airports are known as “hubs” for the airline.
 Air carriers have maintenance repair facilities and administrative facilities located at their hub.
 Examples: Delta’s hub is Atlanta; United Airline’s hub is Chicago.
 Spokes: Flights between airports in smaller cities and the airline hub to help passengers make connections.
 Regional carriers are responsible for many of the spokes in this system.
 While smaller cities are unprofitable centers for full service/mega carriers, regional carriers make frequent journeys in and out of these smaller centers to the hubs.
 Problems can occur when flights are delayed from the smaller airports and passengers do not arrive at the hub in a timely manner.
 Inclement weather at a spoke airport, lost or delayed luggage, missed connections, or long waits between flights are all problems that can occur on a daily basis for airline passengers.
Explain frequent flyer programs and airline executive clubs.
 Frequent flyer programs were established by the airlines to reward passengers for the number of miles they fly and to encourage passengers to develop a brand loyalty to a particular carrier. o Once the customer is enrolled in the program, a computer tracks the number of flight miles. o Accumulated miles can be traded for upgrades or free flights. o Restrictions, including blackout dates and controls on the number of upgrades allowed on each flight, apply to the redemption of miles. o Expiration dates may also apply to the accumulated mileage.

For a fee, passengers may join an airline’s executive club. Airlines lease club space at the airport, and only members are allowed to use the facilities and services. Amenities vary from program to program, but may include:
 Meeting room space
 Free newspapers
 Check-in service for passengers without baggage
 Video screens to check flight status
 Beverage service
 Examples: AA – Admiral’s Club, Delta – Crown Club, Air Canada – Mapleleaf
Lounge
Contract foodservice:
An institutional foodservice operation that is run by an outside foodservice agency.
Commercial foodservice:
Profit-driven businesses that compete for customers’ dollars by preparing, serving, selling, or providing food for immediate consumption.
Food and beverage business:
A business operated to prepare, serve, sell, or provide food for people to eat.
In-house foodservice:
A foodservice operation that is run by the business itself.
Institutional foodservice:
Foodservice that is provided to customers in an institution such as a hospital, prison, school, or the military.
Travel agent:
A wholesaler who is authorized to represent buyers and sellers of the travel industry for a commission.
Travel agency:
A business that employs travel agents who make travel arrangements for clients for a commission or service charge.
What does AAA stand for and what are the members benefits?
AAA of the Carolinas (American Automobile Association)
 Member benefits o
Travel assistance with destinations and reservations o Road service o Insurance o Assistance with automotive purchase, maintenance, and repair
Who is Ward Foster?
Introduced travel agencies to the United States in 1888.
Explain types of agencies:
 Independent agencies: Small, unaffiliated agencies that serve clients from a walk-in office location or over the telephone.
 Agency chains: Semi-independent agencies affiliated with one another through franchise agreements.
 Consortium-affiliated agencies: Independent agencies linked to gain the resources and financial benefits of a chain but with lower fees and commissions. Examples: World Travel
Affiliates and Hickory Travel Systems.

 Home-based agencies: Agents who conduct business from their homes using electronic technology rather than from the traditional office.
 Internet travel agencies o Internet agencies: Agencies that may or may not be home-based and that serve clients primarily through the use of the Internet. o Internet travel intermediaries: Internet agencies that act as a mediator between the travel industry businesses and customers at a lower price per transaction than either the business or a traditional travel agency may be able to provide.
Describe advantages and disadvantages of using a travel agent:
 Advantages o The agent has knowledge of a geographically diverse marketplace. o The agent saves the customer time by researching the product mix that best meets the customer’s request. o The agent can recommend price considerations. o The agent may use Global Distribution Systems (GDS) to make reservations. GDS is a worldwide inter-organization information system that maps destinations for travel associates’ use in selling tourism services.
 Disadvantages o The customer may be asked to pay a service charge. o The agent may not have current information and prices. o The agent may not work in a timely manner.
What is the Global Distribution System (GDS)?
A worldwide inter-organization information system that maps destinations for travel associates’ use in selling tourism services.
Trade publications:
Print media associated with the travel industry. Examples: Today’s Traveler and Travel
Weekly.
Casino – Harrah’s
Fair – NC State Fair
Golf – Pinehurst Club
Motorsports racing – Lowe’s Motor Speedway
Museums – Discovery Place
Music and/or dinner theaters – Medieval Times
Natural Destinations – Blowing Rock
Outdoor dramas – Shakespeare in the Park
Parade – Macy’s Thanksgiving Day Parade
Snow sports – Ski Beech
Theme Park – Dollywood
Breakouts:
A term used to describe small-group meetings that are held as part of a general convention.
Clinic/Workshop:
A small group session of intense study or training that emphasizes an exchange of ideas or demonstration of skills.
Congress:
An international term used for meeting.

Forum:
A meeting involving discussion on a specific issue, usually led by panelists and involving audience participation.
Panel:
A meeting in which at least two speakers give their viewpoint on a particular subject, followed by discussion among the speakers and the audience.
Symposium:
A formal meeting arranged to discuss a specific issue.
Seminar:
An informal meeting in which participants hold discussion under the supervision of a leader.
Where is the Mall of America?
Bloomington, MN
What are the famous shops in NYC?
 Soho and Nolita district o Shop where the rich and famous shop. o Hear the inside scoop on celebrities while you shop.
 Fifth and Madison Avenues o Designer palaces o Trends of the season o Most “posh” shopping district in the world o Barney’s is a high class store for men and women who want to dress well.
 Seventh Avenue o
Home of the fashion industry o Streets filled with accessories
 Manhattan
 42 nd o Art Deco Emporium o Bloomingdale’s o Macy’s
and 44 th Streets o Gold and jewels o Precious metals appraisals
Name 2 locations for Outlet shopping:
 Concord Mills, Concord, NC o Shoppertainment in an oval racetrack layout reflective of the NASCAR area o Shopping destination of the Carolinas (See Objective 5.02)
 Burlington Manufacturer’s Outlet Center o North Carolina’s first and original factory outlet center o Over 60 factory outlet and designer stores
 Tanger Outlet Centers o The nation’s most popular brand name manufacturers and upscale designer outlet stores o Located in 20 states coast to coast
 Burlington, NC
 Nags Head, NC
 Myrtle Beach, SC
 Parks on the Parkway, Blowing Rock, NC
 Pigeon Forge and Sevierville, TN o Headquarters in Greensboro, NC

What is Seagrove?
 Seagrove, NC o Largest and oldest community of working potters in the US o Nowhere in the country is there a similar colony of artists whose studios and workshops are open every day for travelers and friends to stop in to observe and shop. For the purchaser it is a way to know the origin of the piece, and for the artist it is a chance to know the consumer. o Over 100 potters make and sell their wares from their shops in the Seagrove area today. o Retail pottery galleries in Seagrove
 Blue Moon Gallery
 Seagrove Pottery
 Village Pottery Marketplace o North Carolina Pottery Center, the first state pottery center in the nation, opened in
1998 in Seagrove o Museum of NC Traditional Pottery
Name 3 NC wineries:
 Biltmore Estate Winery, Asheville, NC o Largest winery in North Carolina o 100,000 cases of wine produced per year o Tasting and retail room o Shelton Vineyards, Dobson, NC o Second largest winery in North Carolina o Tasting and retail room o
Shelton At Sunset Concert Series o Shelton Cheeses, production and retail
 Dennis Vineyards, Albemarle, NC o Tasting and retail room o 2002 1 st place winner at North Carolina State Fair
 Duplin Winery o Oldest operating winery in North Carolina, the 26 th in the country to be bonded after Prohibition o Tasting and retail room, theater, and dining facilities o One of the first to actively promote health benefits of wine
 Silver Coast Winery, Shallotte, NC o Coastal NC’s premier producer of premium wines o
Tasting and retail room o Offers tours from the vineyard to the bottle o Special events
What is the Department of homeland security?
 President Bill Clinton created The National Security Council’s Critical Infrastructure
Working Group as a result of the 1995 bombing of the Murrah Federal Building in Oklahoma
City. Presidential Decision Directive 63 was issued on May 22, 1998 to achieve and maintain the capability to protect our nation’s critical infrastructures (cybersecurity.)
 In the aftermath of September 11, 2001, President George W. Bush signed the Homeland
Security Act on November 26, 2002 and nominated Governor Tom Ridge to serve as
Secretary of the new United States Department of Homeland Security.
Identify psychological factors affecting leisure/pleasure travelers’ choices.
 Prestige. Travel to choice destinations can provide a traveler with a level of fame, admiration, and respect if only in the mind of the traveler. o
Monte Carlo – Riviera o Hollywood, CA – Rodeo Drive
 Escape. Travel satisfies a desire to leave the daily routine of one’s life. o Beaches – Hilton Head, SC o Caribbean – St. Thomas
 Education. Travel has been viewed as broadening. o Historical – Washington, DC and Williamsburg, VA o
Grand Canyon

 Social interaction. Travel provides opportunities to meet and interact with new and different people. o Vail, CO – ski trip o Princess Cruise Lines – Inclusive resorts
 Family bonding. Reunions have become an important segment for the travel industry. o Grandparents’ homes o Heritage/roots – Family reunions, weddings, and funerals
 Relaxation. Travel offers a time to play and unwind. o Attractions – Disneyland, Busch Gardens, Sea World o Festivals – Mardi Gras
 Self-discovery. Vacations provide time and surroundings conducive to “finding oneself.” o Beauty, nature and national parks – camping, hiking o Holistic vacations – Yoga retreats
Identify personal qualities that would be beneficial in the TTRM industry:
 Attitude o Pride in their work o Patience in dealing with customers o Judgment to listen to needs and respond to the customer in a fair manner o Adaptability to get along and cooperate with fellow workers, teamwork and the ability to adapt to the working environment. o
Flexibility in dealing with customers that change their minds
 Technical knowledge o Knowledge of attractions o Skill in giving directions o Salesmanship
 Appearance o First impressions o Dress neatly and simply o
Good grooming habits o Avoid smoking, chewing gum or eating if customers can see you
 Customer relation personalities o Employees must be friendly, pleasant, courteous, adaptable, sociable, outgoing, communicative and helpful. o Employees must understand the personalities of others and be able to adapt to these different personalities.
What TTRM needs would a family consider when on a vacation?

Vacation packages which offer something for children

Recreational facilities for children

Accommodations that allow pets

Family plans in which children under a specified age may stay in the same room as parents at no additional charge

Discounted airfares for children
Business image:
The perception or belief that people have about a business.
Customer mix:
Combination of customers that use or are attracted to a particular hospitality and/or travel organization or destination.

Destination image modification:
The process of examining a tourist’s overall travel experience.

Compares traveler expectations to actual experiences

When experiences live up to expectations which were based on destination images, the tourist is satisfied. The tourist is dissatisfied if experiences do not live up to expectations.

The tourist decides whether or not to return to a destination based on satisfaction or dissatisfaction.

Travelers talk about experiences, good or bad, with friends, thus helping the friends begin to form images of the destination.
Functional image:
Image of a destination associated with specific activities and attractions at the destination.
Example: Functional images of Cape Hatteras are sandy beaches, swimming, surfing, and fishing.
Ethics:
A set of moral rules that helps people decide right from wrong.
Clientele:
Those customers that organizations rely on for repeat business.
Customer lifetime value:
Treating the individual as an asset rather than a commodity; having a long-term interest in individual customers.
Empowerment:
Giving employees the authority to identify and solve guest problems or complaints immediately and to make improvements in the work processes if necessary.
Relationship marketing:
Building, maintaining, and enhancing long-term relationships with individual customers; making the individual customer loyal to the business/destination/organization.
What is the fastest growing industry in the USA?
TTRM