6. Speaking for Global Business and Tourism. Handling Questions and Interacting with Clients
In global business and tourism contexts, clear, polite, and confident interaction is key to success. This unit helps you develop the communication skills needed to respond to questions effectively, manage unexpected situations professionally, and build positive relationships with clients. You will learn how to listen actively, use clarification strategies, and navigate difficult or culturally sensitive questions while maintaining professionalism and politeness.
1.The purpose of handling questions effectively
Being able to handle client questions well:
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Enhances trust and professionalism
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Prevents confusion and dissatisfaction
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Turns doubts into selling opportunities
Client: “Do we really need a guide for this walking tour?”
➡ Poor: “Yes, it’s required.”
Better: “Our guide will enrich your experience with local stories and historical insights that aren’t in guidebooks.”
Client: “Why are there extra charges?”
➡ Poor: “That’s the rule.”
Better: “The charges cover special services like airport pickup and personal insurance. We’re happy to clarify any items in your invoice.”
2. Active Listening and Clarification
Clients don’t always express themselves clearly — especially in second-language situations. Listening carefully and clarifying avoids costly errors.
Clarification Phrases:
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“Could you please rephrase that?”
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“Let me make sure I understood you correctly...”
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“So, you’re asking if...”
Examples:
Client: “Uh… this meeting room… can it be… like, split?”
Student: “Are you asking if the meeting room can be divided into smaller sections?”
Client: “We don’t want buffet. Something more… quiet?”
Student: “Do you mean a more private dining option, like a set menu in a reserved area?”
Client: “Do we need… phone adapter?”
Student: “Are you asking whether your country’s plug type works here?”
3. Polite and Professional Language for Responding
Tone is crucial. Even when you can’t say "yes," phrasing things politely maintains rapport.
Useful Softening Phrases:
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“Unfortunately, we’re unable to…”
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“Let me offer an alternative…”
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“That’s a great point — here’s what we recommend…”
Examples:
Client: “Can I get a full refund?”
➡ Poor: “No.”
Better: “I understand. While full refunds aren't available after 24 hours, we can offer you a credit for future use.”
Client: “Why isn’t there a Spanish-speaking guide?”
➡ Poor: “We don’t have one.”
Better: “We currently have guides fluent in English and French. I’d be happy to check if a Spanish guide is available for your dates.”
Client: “Can we have late check-out?”
➡ Poor: “That’s not possible.”
Better: “Late check-out is subject to availability. I’ll add a note to your booking and let you know closer to your departure.”
4. Handling Difficult or Unexpected Questions
The key is staying calm and constructive. Acknowledge the concern, then respond with clarity and empathy.
Steps:
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Pause: Don’t rush into defending.
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Acknowledge: “That’s a valid concern.”
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Respond with solution or reassurance.
Examples:
Client: “The photos online looked much better than this room.”
Student: “I understand how that could be disappointing. Let me check if an upgrade is available or what we can do to improve your stay.”
Client: “Why didn’t anyone inform me of the schedule change?”
Student: “I’m really sorry for the confusion. Let me look into what happened and how we can fix it immediately.”
Client: “Your app doesn’t work! I’m stuck!”
Student: “I apologize for the inconvenience. Let’s troubleshoot it together or I can help you manually with your booking.”
5. Cultural Awareness in Interaction
Different cultures = different norms around tone, directness, and expectations.
Strategies:
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Avoid idioms/slang: "Let’s circle back later" → "Let’s speak again soon."
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Use formal greetings and respect titles: “Mr. Tanaka,” not just “Tanaka”
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Mirror the client’s level of formality
Examples:
Client from Japan: Avoids direct complaints
Student says: “If there’s anything we can improve for you, please let us know — we’re here to help.”
Client from Germany: Expects direct, efficient responses
Student: “The shuttle leaves at 10:05 from the main entrance. It takes 25 minutes.”
Client from Brazil: Expects warmth and friendliness
Student: “It’s wonderful to have you here! If there’s anything you need, just ask — we love helping our guests enjoy every minute.”
Activity 1: Difficult Questions Role Play
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Students work in pairs (one client, one staff member).
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The “client” receives a card with a difficult scenario.
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The “staff member” responds in real time, using strategies learned (active listening, polite language, cultural sensitivity).
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Switch roles after each scenario.
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Peers or instructor provide feedback.
Possible Scenarios
Client: “Why are there so many hidden fees? This is unacceptable!”
Possible Response:
“I completely understand your concern. The extra charges are for airport transfers and insurance, which are optional. Let me show you the breakdown and see if we can adjust the package for you.”
Feedback Tip: Shows empathy (understand your concern), clarifies fees, and offers transparency.
Client: “I want my money back. I couldn’t make the trip because my flight was delayed.”
Possible Response:
“I’m sorry about your flight situation — that must have been very stressful. Unfortunately, refunds aren’t possible after the deadline, but I can offer you a voucher for future travel.”
Feedback Tip: Empathetic, avoids “just saying no,” and provides an alternative.
Client: “The photos online looked much better than this room. I feel cheated!”
Possible Response:
“I understand how that could be disappointing. Let me check if we can offer you an upgrade or add some complimentary services to make your stay more comfortable.”
Feedback Tip: Acknowledges emotion first, then provides a practical solution.
Client: “Another company offers the same service for half the price. Why should I book with you?”
Possible Response:
“That’s a fair point — price is important. What makes us different is the personal attention, certified guides, and 24/7 assistance we provide. Many clients find that extra value worth the investment.”
Feedback Tip: Reframes the challenge into a chance to highlight unique selling points.
Client: “Why doesn’t anyone here speak my language? This is very frustrating.”
Possible Response:
“I understand that communication is very important. While we don’t currently have staff fluent in your language, I can provide a translated brochure and use a translation app to assist you right now.”
Feedback Tip: Doesn’t dismiss the complaint; shows effort to adapt and help.
Client: “We were promised a table at 8:00, and it’s already 8:30! This is terrible service.”
Possible Response:
“I’m really sorry for the delay — I know your time is valuable. Let me offer you complimentary drinks while you wait, and I’ll check immediately to speed up your seating.”
Feedback Tip: Acknowledges frustration, apologizes, and offers compensation.
Activity 2: Clarification Challlenge
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Students work in pairs or small groups.
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One student plays the “client” who asks a rushed, unclear, or incomplete question (provided in scenarios).
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The other student, the “staff member,” must clarify the question before answering it.
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Feedback is given on whether the clarification was polite, accurate, and client-friendly.
Different Scenarios
Client: “Meeting room… projector… have or bring?”
Good Clarification:
“Do you mean whether the meeting room already has a projector, or if you need to bring your own?”
Answer:
“The meeting room is fully equipped with a projector, screen, and sound system.”
Feedback Tip: Adds professionalism by confirming what exactly the client wants to know.