| 1.
|
State the importance of product knowledge from the customer service
standpoint. (I)
|
| 2.
|
List selected cities by state and their codes. (I)
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| 3.
|
Identify airline industry codes. (I)
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| 4.
|
Define and explain terms related to product knowledge. (I)
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| 5.
|
Define and explain terms related to the computer keyboard/screen. (II)
|
| 6.
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Demonstrate proper sign in/out procedures. (II)
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| 7.
|
List and define common computer responses when signing in or out. (II)
|
| 8.
|
Define and explain terms related to Passenger Name Record. (III)
|
| 9.
|
Identify each portion of an example Passenger Name Record. (III)
|
| 10.
|
Write and perform entries required to build a passenger name record.
(III)
|
| 11.
|
Define and explain terms related to basic sales concepts, the sales
game, and sales analysis. (IV)
|
| 12.
|
Demonstrate proper telephone etiquette using appropriate telephone
verbiage. (IV)
|
| 13.
|
Define and explain terms related to fares in the airline industry. (V)
|
| 14.
|
List and identify the fare basis elements. (V)
|
| 15.
|
Write and perform entries related to fares. (V)
|
| 16.
|
Select the lowest available one-day and round-trip fares for specific
itineraries on a given display. (V)
|
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