Certified Travel & Tourism Professional - CTTP
Core Courses- 136hrs plus
Technical Skills Skills-GDS Training of a Global Distribution System plus
60hrs of Travel Agency apprenticeship apprenticeship- Total 200hrs plus

Service Core Courses
• Customer Service -The Wonder of Wow!
• Professionalism at Work
• Time Management
• Teamwork

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Sales Core Courses
• Professional Selling Skills for the Front line staff ( B2C)
• Professional Selling Skills for Corporate Business ( B2B)
• Corporate Account Management ( Managing top Corporate Customer relationships for Profits)

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Travel Planning Core Courses
• Planning Leisure Itineraries
• Meetings& Incentive Travel ( MICE )
• Special Interest Travel
• Selling Travel Insurance

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Communication Core Courses
• Effective Listening Skills
• Interpersonal Communication
• Business Writing Skills

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Management Development Core Courses
• Leadership and Managerial Skills
• Professional Service Fees Management
   (How to make Zero commission work for Travel Agents)
• Performance Management for Bottom-line impact:
   A Balance Score Card approach to Strategic Measurement

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Module - Customer Service:The Wonder of Wow!

Learning Objectives:
+ Understanding what Customer Service is from the Buyer's point of view
+ Understanding what Customer Service is from the Seller's point of view
+ Understanding the importance of Internal Customer Service
+ Identify the key objectives of Customer Service
+ Identify 4 ways of finding out how Customer's perceive your Service
+ Ability to develop and implement a program focusing on Customer Service
+ Ability to relate between Sales and Service

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Module - Professionalism at Work

Learning Objectives:
+ Demonstrate the characteristics and behaviours that define your role as a travel
   "professional"
+ Identify basic principles for ethical behaviour in the travel workplace
+ Realize the necessity of ethical codes of conduct
+ Practice strategies to enhance your professionalism at work
+ Write and use your own personal code of conduct

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Module - Time Management Learning Objectives

Learning Objectives:
+ Practice strategies that will allow you to balance your time more efficiently and effectively
+ Set a time management goal and eliminate barriers to achieving it
+ Plan your activities to increase your discretionary time
+ Identify and reduce common time wasters

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Module - Teamwork

Learning Objectives:
+ Develop and implement a mission that clearly defines why your organization, department, or
   project team exists
+ Evaluate how effectively your team functions and its progress toward optimal effectiveness
+ Define specific roles and responsibilities of your team members
+ Identify team problems and work together to find solutions
+ Practice appropriate methods to identify and resolve team conflict

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Module - Professional Selling Skills for the Travel Industry

Learning Objectives (Business to Consumer):
+ Insights to the critical issues of Selling Travel
+ Understanding the Travel buyer
+ Understanding the Sales Cycle
+ Ability to handle Objections
+ Ability to motivate buyers and increase Travel Agency Sales across the Front-Line
+ Understanding the Travel product & Service
+ Understanding the Travel product & Service to find benefits
+ Building the Relationships in the Sales process
+ Ability to close Sales
+ Selling on the Telephone

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Module - Professional Selling-Business to Business (B2B)

Learning Objectives:
+ Insights to the critical components in Customer Prospecting
+ Ability to develop a Customer Sourcing Approach to target Qualified Prospects
+ Ability to effectively negotiate to gain new Customers
+ Ability to formulate a Pricing Strategy Approach leveraging Price & Service and your Agency    Selling proposition
+ The Art of Persuasion
+ Understand the implications of Customer & Market Intelligence and it's impact on Prospecting
+ Tools to Pre-Prospect and Client Profitability
+ Understand the Pre-Prospecting Indicators
+ Your Corporate Travel Strategic Plan

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Module - Corporate Account Management

Learning Objectives:
+ Insights to the key components in the Corporate Customer Relationship
+ Objectives of Key Account Management & it's limitations
+ Tools to review and monitor Client profitability
+ Customer Data Management
+ Understanding of the financial implications in Customer relationships
+ Ability to distinguish between good and excellent
+ Corporate Customer relationships
+ Ability to demonstrate value based Customer propositions
+ Strategic Planner for your Top 20 Corporate Customers

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Module - Planning Leisure Itineraries

Learning Objectives:
+ Explain the importance of PRIDE (Pace, Routing, Interests, Detail, and Energy) as these
   concepts relate to planning leisure itineraries successfully
+ Use all of the resources available to conduct destination research
+ Identify elements of a tour itinerary
+ Describe the process of destination research
+ Plot a day-to-day itinerary when provided with client profile information

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Module - Meetings & Incentive Travel (MICE)

Learning Objectives:
+ Clearly understand what meeting and incentive travel programs are and how they are
   typically used
+ Understand what motivates buyers of meetings and incentives and how they make
   purchasing decisions
+ Recognize the role travel agencies can play in providing meetingand incentive travel
+ Appreciate how meeting and incentive travel is sold
+ Plan a meeting or group incentive trip
+ Operate and run a meeting or group incentive trip
+ Calculate costs and prices for meetings or group incentive trips

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Module - Special Interest Travel

Learning Objectives:
+ Identify the growing trends in special interest travel
+ Decide which special interest niche is right for you
+ Develop a marketing strategy and plan for your niche
+ Effectively promote special interest programs

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Module - Selling Travel Insurance

Learning Outcomes:
+ Understand the different types of travel insurance products
+ Identify the travel insurance needs of your clients
+ Recommend travel insurance to clients and describe its benefits
+ Recognize the profitability of selling travel insurance and its contribution to the bottom line
+ Demonstrate confidence when recommending travel insurance products to your clients,
   explaining the options, and overcoming objections

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Module - Effective Listening skills

Learning Objectives:
+ Identify the various stages and types of listening
+ Overcome barriers to effective listening
+ Practice techniques to improve your listening skills
+ Develop a personal plan for listening improvement

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Module - Interpersonal Communication

Learning Objectives:
+ Explain the importance of interpersonal communication as a means to build lasting
   relationships with your clients and Colleagues
+ Utilize guidelines for effective verbal communication
+ Practice nonverbal behaviours that support your intended message
+ Listen actively when you consult with your clients and colleagues
+ Use your interpersonal skills to adapt to various communication styles

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Module - Business Writing Skills

Learning Objectives:
+ Follow basic principles for effective business writing
+ Identify practical strategies for writing more effective e-mails, memos, and business letters
+ Write concise reports and proposals that get results
+ Use professional marketing communications to publicize your business efforts
+ Practice your writing techniques for more effective communication on the job

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Module - Leadership Skills & Managerial Essentials

Learning Objectives:
+ Understanding the challenges of the modern day Leadership
+ Ability to balance the working tensions in new times
+ Understanding the key characteristics of effective Leaders
+ Ability to motivate employees
+ Understanding the Personal side of Leadership
+ Ability to advance progress in challenging times
+ Tips for developing the Leadership skills of your subordinates
+ Tips for establishing credibility
+ Tips for motivating employees

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Module - Professional Service Fees Management

Learning Objectives:
+ Understanding the downside of the historical Travel Agency Commission Earning system
+ Distinguish between the Traditional and the New Economic Business Model
+ Ability to respond to frequently asked questions and comments made by Customers
   on Service Fees
+ Develop a Service fee Strategy best suited for your Travel Agency
+ Define the scope of services that call for service fees
+ Define the type of services to charge for what kind of Travel Agency services
+ Presenting the Service fees to Customers in a way that will get their "buy in"

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Module - Performance Management for Bottom line Impact:
A Balance Score card approach to Strategic Measurement

Learning Objectives:
+ Basic concepts of the balanced scorecard and how it can be used to
   improve organization performance

How to build and implement a balanced scorecard using the nine nine-step methodology:
+ How to develop Strategy Profiles, strategy maps, and initiativesfor improving
   organization strategy and processes
+ How to develop more meaningful performance measures
+ The correct sequence of steps that are necessary to build a strategy-focused
   organization
+ How a scorecard system can drive a performance-based budget and employee
   accountability

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