-Unit 1-2 Answering Tourists’ Queries(教案）-《旅游英语》同步教学（中国旅游出版社）

Unit 1 Travel Information Task 2 Answering tourists’ queries Step 1：Lead-in Susan has many ideas and questions about this tour. How could Kevin answer the questions? Step 2: Brainstorm What questions will Susan ask? If you are the operator Kevin, how should you answer Susan’s questions? Step 3: Teacher’s Comment and Summary Kevin should: 1. Have a thorough understanding and knowledge of tourism products in the travel agency. Maintain and update the tourism information. 2. Provide accurate information to the guests in a clear, courteous and professional manner. 3. Utilize communication skills to exceed guests’ expectation and increase revenue. · Being well-groomed, show cordial smile, be patient at all times. · Establish a rapport and trust with guests at the first time · Know how to handling guests’ complaints Step 4: Situational Practice Kevin: Good morning, madam. CITS travel agency. How can I help you? Susan: Yes, I’d like to book a group tour to China. Kevin: OK, no problem. May I know how many people are there in your group? Susan: 20 in total include 12 male and 8 female. Kevin: Which kind of tour do you prefer? Susan: We are teachers and students of British Confucians Collage. We are thinking about choosing an interesting and historical place for our holiday. Could you recommend one? Kevin: Yes. How about Hunan province? There are famous Yuelu Academy and Chairman Mao’s hometown. We have several tour packages here. You can have a look at the brochure. Here you are. Susan: Thank you. Let me see. I’m interested in your five-day-four-night tour by air. How much is it? Kevin: This is our best package with 30% discount now. The price is 1200 pound per person. Susan: What are included in the charges? Kevin: Fees and tickets of transportation, accommodate, meals and entry to tourist sites. Susan: Oh, I see. That sounds great! Please reserve this trip for us. Kevin: Yes. Which day do you prefer to go? Susan: We’d like to depart on Oct. 07, 2016. Kevin: That’s fine. This tour package includes three meals a day. Does anyone have a special require for food in your group? Susan: I don’t know. I will ask them and phone you no later than tomorrow. Kevin: That will be great, thank you. Susan: You’re welcome. Kevin: May I have your name and contact number, please? Susan: Susan, Stone. 13907306978. Kevin: OK. Let me confirm your reservation. You have booked a five-day-four-night group tour for a group of 20 people to Hunan Province, China in the name of Susan, Stone. You will depart on Oct. 07 and back to London on Oct. 11. If there is no problem, please pay 10000 pound deposit. Susan: Yes. Here is the card. Kevin: Thank you. Please sign here. Susan: OK, here you are. Kevin: Please complete the reservation form. Susan: OK, here you are. Kevin: Thank you. Here is your copy. If you change your mind, please notify us as soon as you can. Susan: Fine. Thank you for your help. Goodbye! Kevin: My pleasure. Goodbye New words and expressions: Yuelu Academy 岳麓书院 Brouchure 册子 30% discount 打7折 Transportation 交通 Accommodate 住宿 Entry to the tourist sites 景点门票 Reserve 预订 confirm 确认 In the name of 以 的名义 Depart 离开 arrive 到达 Deposit 定金 Step 5: Assignment Make a dialogue according to the following scene. Scene: The guest Mr. Smith wants to have a four days group tour to Beijing. Please perform a dialogue in group. You must use the words below. Flight ticket Tour package 20% discount Group tour The Summer Palace Famous scenic spots in Beijing The Summer Palace 颐和园 The Great Wall 长城 The Forbidden City 紫禁城 National History Museum 国家历史博物馆 Tiananmen Square 天安门广场 Group Discussion Role-play Step 6: Homework Role play-Please act out the following dialogue. The guest have looked the tour package on the internet and interested in a five-day package to Shanghai. Please perform a dialogue in group. You must use the words below. breakfast By air Shanghai Oriental Pearl TV Tower Five people Local food 学科网（北京）股份有限公司 $$