Destination New Zealand

• History
• Flora / fauna
• Attractions / Activities

Legislation

• Health and safety in employment Act
• Human rights Act
• Privacy Act
• Employment legislation
• Fair trading act
• Consumer guarantees act

Communication Skills

• Active Listening Skills
• Non-verbal communication
• Cross cultural communication

Customer Service and Selling

• Delivering on the promise
• Telephone techniques
• Greeting
• Effective Qualifying
• Making assertive recommendations
• Handling objections
• Closing the sales
• After the sale

Industry knowledge

• Tourism impacts
• Industry terms

Administration

• Working in team
• Personal planning
• Admin skills