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Buying Selling In Tourism Op 08
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Buying Selling In Tourism Op 08


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  • 1. Selling Reception Services + / Hillary Jenkins, Otago Polytechnic
  • 2. The Big picture? Who are the players? What are their needs? Selling & Service
  • 3. Tourism is the largest industry in the world, it touches on an almost endless number of things in people’s lives. It has social, economic, cultural and psychological significance. It plays a role in contemporary society and by extension – through your own travel - it plays a role in your life. The Big Picture
  • 4.
    • Lets look at the term “ selling or sales…”
    • What does it mean to you?
      • Take 5 minutes to write a definition for both selling or sales
    The Big Picture
  • 5.
      • Selling can be more complex than just completing a purchase
      • Within the tourism industry its more about helping people make the best buying decision by focusing upon their needs ie.
        • which cruise to take?
        • which tour – guided or independent?
        • how best to get to a destination?
    The Big Picture
  • 6.
      • take 5 minutes to explore a good definition for service
      • Think of an example of good and bad service you have experienced recently
    The Big Picture
  • 7.
      • Service
      • according to Turban et al, 2002 “ Customer Service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation” – wikipedia
      • The way a person and/or company interacts with and treats its customers
    The Big Picture
  • 8.
      • Service moments in the tourism industry
        • A hotel front-desk person welcomes you by name
        • A smiling flight attendant asks you if you would like a pillow
        • A stateroom steward on a cruise ship turns down you bed while you are at dinner
        • An employee at a tourist bureau answers the phone as soon as it rings
        • A theme park employee gives directions to a ride
    The Big Picture
  • 9.
      • The client – who can also be known as:
          • the purchaser
          • the customer
          • the consumer
          • the buyer
      • Or in tourism terms:
          • the guest
          • the passenger or pax
          • the visitor
    Who are the players?
  • 10.
      • The seller – who is often known as:
          • the salesperson
          • or company
      • Or in tourism terms:
          • the wholesaler
          • the travel agent
          • the tour guide
          • the tour operator
    Who are the players?
  • 11.
    • Tourists
        • Who are they and why do they travel?
        • The World Tourism Organisation defines tourism as: …the activities of persons travelling to and staying in places outside their usual environment……..
    Who are the players?
  • 12.
      • Why people travel?
          • To experience the beautiful
          • Pleasure from interacting with people/family in other countries and gaining a sense of fellowship and community from them
      • To satisfy curiosity and gain information about the world
          • People are naturally curious
          • Even short duration visits can provide insight
    Who are the players?
  • 13.
      • Why do people travel ?
      • To participate in history
        • Important sporting events eg. Olympics
        • Visit sites where famous people lived
      • As outlets for hidden or socially unacceptable drives
      • The sex industry
    Who are the players?
  • 14.
      • Why do people travel?
      • To gain an identity
          • experiences
          • knowledge
          • growth
          • you may not find out who you are but you could discover who or what you are not
    Who are the players?
  • 15.
      • To be successful in selling you must understand your clients:
          • Wants
          • Needs
          • Desires (the basis of marketing)
      • Selling is one step in the much broader phenomenon that marketing represents
    What are their needs?
  • 16.
      • Berger. Arthur ASA. (2004) Deconstructing travel – Cultural Perspectives on Tourism. Alta Mira Press, Rowman & Littlefield Publishers, Inc, California, USA.
      • Mancini, Marc. (2003). Connecting with Customers – How to Sell, Service, And Market the Travel Product. Prentice Hall, New Jersey.