CHAPTER 5 TRAVEL AGENCIES

Take off

1.      Travel agency that sells more holidays is British Airways Travel Shop.

2.      The message in the window is offer package about holiday in their company.

3.      Two travel agencies in the pictures are offer several tourist attraction for clients to enjoy their holidays and also offer several discounts.

Listening

All in a day’s work

1.       

No.	Products and services (FREE)	Products and services (MAKE MONEY)
1	Brochure for tour operators	Airline tickets
2	Advice on visa and passport applications	Coach tours and trips
3	Transport information	Packages holidays
4	-	Trains tickets
5	-	Travel insurance
6	-	Hotel bookings
7	-	Foreign currency and traveller’s checks

Reading
The sales process
Read the article.
1. In which stage does sales consultant do most of the talking?
    Answer: in stage 2 the most important stage in sales. the sales consultant need to convince the customers that you are really interested in helping them find the right holiday. and when a customer asks for help or more information, we have to investigate the customer's needs. this is also an important part of the sales process.

2. In which stage does a sales consultant have to listen most carefully?
    Answer: in stage 3 we have to listen all the customer's need and of course we have to investigating the customer's too, it is only when you have a clear idea about where the client want to go, when they want to travel, who with, and so on, that you can select the best products for them.

3. Can you think of any other ways of raising customer awareness?
    Answer: using some brochures to make the customers more interested with our agency

4. If customers are looking at brochures, why should you leave them alone?
    Answer: because we give them time to the customer to take a look at the brochure we have and if they interested in the brochure they may ask about the tour agency on the brochures.

5. Features, advantages, or benefits which is the hardest for a sales consultant to explain to a customer?
    Answer: Features, these are what a holiday has, such as the hotel facilities, transfers from the airport, excursions. etc.
    Advantages, these are what make the holiday better than other similar holidays. The fact that the price of a holiday includes all the excursions or all your bar costs, for example, would be an advantage.
    Benefits, why a particular feature is good for the customer you are talking to at that moment. At this point in the process, many customers will want time to think. the best thing to do is to get their contact details and invite them to take the brochure home and browse through them. if you have done a good job of presenting the product. they will come back a few days later.

6. The last two stages are not described in the article. What do you think happens in each stage?
    Answer: when the customers come back to our agency they may want to ask for further   information and accept abroad to another country to taking a holiday.

Vocabulary

Sales terms

Number 1 and 2

    1)      consultant – noun

    2)      advantage – noun

    3)      awareness – noun

    4)      benefit – noun

    5)      browse – verb

    6)      convince – verb

Number 3

    1)      consultant

    2)      awareness

    3)      advantage

    4)      benefit

    5)      browse

Listening

A new customer

   1. The clients will go to Australia

        1) The sales did the process stage 2 and 3 (in stage 2 the clients heard like nervous in asking about package and in stage 3 the sales heard carefully about what clients/ customer needs).

        2)      Yes, she did. She finished the second stage,

   2. Write T (True) or F (False) for the sentences.

        1)      T

        2)      F

        3)      F

        4)      T

        5)      F

        6)      F

3.      Yes, the sales consultant did well her job. She made the clients relax when the clients heard like nervous, and she gave the clients what their want in their trip to Australia.

1. What sort of characteristics can you identify as soon as a customer walks into your agency?
    Answer:
    Customers reign supreme. They control the experience they want; they research, explore, and share.
     Customers are ALWAYS connected. 24 hours a day, 7 days a week, on any internet-enabled device. 77% of Americans own a smartphone today, compared to 35% in 2011 (pewinternet.org)
Customers expect personal interactions. 87% of customers believe brands could deliver more consistent experiences (visioncritical.com).
     Customers compare, and compare, and compare. They look at products they’re interested in across multiple channels and devices, and it’s likely any brand-owned channels are the last place they look.
     Customers trust word-of-mouth over brands. 70% of consumers trust online recommendations more than brand statements (Forrester.com)
     Customers think in terms of “I want it now.” They expect to be able to get everything right away. 64% of customers expect real-time service regardless of the channel they use (v12data.com)
     Customers are highly opinionated. They’re ready to talk to anyone about a good or bad experience. Customers are 3x more likely to recommend a brand after they’ve had a positive interaction with them (hbr.org).

2. What other characteristics do you need to determine? How will you find these out?
    Answer: Customers think in terms of “I want it now.” the best thing to do is to get their contact details and invite them to take the brochure home and browse through them. if you have done a good job of presenting the product. they will come back a few days later.

Listening

Presenting a product

1.      Products to Karl and Anita

1)      Anita wants to visit all Australia

2)      Karl wants to visit Australia’s Best

3)      The sales of travel agents gave recommend places they are all Australia and Australia’s Best

2.      Listen again

1)      19 days and 1 days

2)      Train and plane

3)      Hotel and full board

Language spot

Suggestions and advice

1.      Match the expression

1)      1 and d

2)      2 and e

3)      3 and f

4)      4 and a

5)      5 and c

6)      6 and b

2.      Do the same with the expressions

1)      1 and a

2)      2 and c

3)      3 and e

4)      4 and d

5)      5 and f

6)      6 and b