+ Reception Services - Selling Supporting website http://flickr.com/photos/pinkmoose/96973266 /
+ Selling Supporting website What we will cover – size 48 <ul><li>What we will cover - Size 28 </li></ul><ul><li>Back grou...
+ Selling Supporting website What we will cover – size 48 <ul><li>What we will cover - Size 28 </li></ul><ul><li>Back grou...
+ Selling Supporting website What we will cover – size 48 <ul><li>What we will cover - Size 28 </li></ul><ul><li>Back grou...
+ Selling Supporting website What we will cover – size 48 <ul><li>What we will cover - Size 28 </li></ul><ul><li>Back grou...
+ Selling Supporting website What we will cover – size 48 <ul><li>What we will cover - Size 28 </li></ul><ul><li>Back grou...
+ Selling Supporting website What we will cover – size 48 <ul><li>What we will cover - Size 28 </li></ul><ul><li>Back grou...
+ Selling Supporting website What we will cover – size 48 <ul><li>What we will cover - Size 28 </li></ul><ul><li>Back grou...
+ Selling Supporting website What we will cover – size 48 <ul><li>What we will cover - Size 28 </li></ul><ul><li>Back grou...
+ Selling Supporting website What we will cover – size 48 <ul><li>What we will cover - Size 28 </li></ul><ul><li>Back grou...
+ Selling Supporting website What we will cover – size 48 <ul><li>What we will cover - Size 28 </li></ul><ul><li>Back grou...
+ Selling Supporting website What we will cover – size 48 <ul><li>What we will cover - Size 28 </li></ul><ul><li>Back grou...
+ Selling Supporting website What we will cover – size 48 <ul><li>What we will cover - Size 28 </li></ul><ul><li>Back grou...
+ Selling Supporting website What we will cover – size 48 <ul><li>What we will cover - Size 28 </li></ul><ul><li>Back grou...
+ Selling Supporting website What we will cover – size 48 <ul><li>What we will cover - Size 28 </li></ul><ul><li>Back grou...
+ Selling Supporting website What we will cover – size 48 <ul><li>What we will cover - Size 28 </li></ul><ul><li>Back grou...
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Buying & Selling in Tourism

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A broad based overview on buying and selling in the tourism industry

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Buying & Selling in Tourism

  1. 1. + Reception Services - Selling Supporting website http://flickr.com/photos/pinkmoose/96973266 /
  2. 2. + Selling Supporting website What we will cover – size 48 <ul><li>What we will cover - Size 28 </li></ul><ul><li>Back ground images </li></ul><ul><li>Info box and graphics </li></ul><ul><li>Content and title box </li></ul><ul><li>Referencing </li></ul>Selling & Service The Big picture? Who are the players? What are their needs?
  3. 3. + Selling Supporting website What we will cover – size 48 <ul><li>What we will cover - Size 28 </li></ul><ul><li>Back ground images </li></ul><ul><li>Info box and graphics </li></ul><ul><li>Content and title box </li></ul><ul><li>Referencing </li></ul>The Big Picture 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.
  4. 4. + Selling Supporting website What we will cover – size 48 <ul><li>What we will cover - Size 28 </li></ul><ul><li>Back ground images </li></ul><ul><li>Info box and graphics </li></ul><ul><li>Content and title box </li></ul><ul><li>Referencing </li></ul><ul><li>The Big Picture </li></ul><ul><li>Lets look at the term “ selling or sales…” </li></ul><ul><li>What does it mean to you? </li></ul><ul><ul><li>Take 5 minutes to write a definition for both selling or sales </li></ul></ul>
  5. 5. + Selling Supporting website What we will cover – size 48 <ul><li>What we will cover - Size 28 </li></ul><ul><li>Back ground images </li></ul><ul><li>Info box and graphics </li></ul><ul><li>Content and title box </li></ul><ul><li>Referencing </li></ul><ul><li>The Big Picture </li></ul><ul><ul><li>Selling can be more complex than just completing a purchase </li></ul></ul><ul><ul><li>Within the tourism industry its more about helping people make the best buying decision by focusing upon their needs ie. </li></ul></ul><ul><ul><ul><li>which cruise to take? </li></ul></ul></ul><ul><ul><ul><li>which tour – guided or independent? </li></ul></ul></ul><ul><ul><ul><li>how best to get to a destination? </li></ul></ul></ul>
  6. 6. + Selling Supporting website What we will cover – size 48 <ul><li>What we will cover - Size 28 </li></ul><ul><li>Back ground images </li></ul><ul><li>Info box and graphics </li></ul><ul><li>Content and title box </li></ul><ul><li>Referencing </li></ul><ul><li>The Big Picture </li></ul><ul><ul><li>take 5 minutes to explore a good definition for service </li></ul></ul><ul><ul><li>Think of an example of good and bad service you have experienced recently </li></ul></ul>
  7. 7. + Selling Supporting website What we will cover – size 48 <ul><li>What we will cover - Size 28 </li></ul><ul><li>Back ground images </li></ul><ul><li>Info box and graphics </li></ul><ul><li>Content and title box </li></ul><ul><li>Referencing </li></ul><ul><li>The Big Picture </li></ul><ul><ul><li>Service </li></ul></ul><ul><ul><li>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 </li></ul></ul><ul><ul><li>The way a person and/or company interacts with and treats its customers </li></ul></ul>
  8. 8. + Selling Supporting website What we will cover – size 48 <ul><li>What we will cover - Size 28 </li></ul><ul><li>Back ground images </li></ul><ul><li>Info box and graphics </li></ul><ul><li>Content and title box </li></ul><ul><li>Referencing </li></ul><ul><li>The Big Picture </li></ul><ul><ul><li>Service moments in the tourism industry </li></ul></ul><ul><ul><ul><li>A hotel front-desk person welcomes you by name </li></ul></ul></ul><ul><ul><ul><li>A smiling flight attendant asks you if you would like a pillow </li></ul></ul></ul><ul><ul><ul><li>A stateroom steward on a cruise ship turns down you bed while you are at dinner </li></ul></ul></ul><ul><ul><ul><li>An employee at a tourist bureau answers the phone as soon as it rings </li></ul></ul></ul><ul><ul><ul><li>A theme park employee gives directions to a ride </li></ul></ul></ul>
  9. 9. + Selling Supporting website What we will cover – size 48 <ul><li>What we will cover - Size 28 </li></ul><ul><li>Back ground images </li></ul><ul><li>Info box and graphics </li></ul><ul><li>Content and title box </li></ul><ul><li>Referencing </li></ul><ul><li>Who are the players? </li></ul><ul><ul><li>The client – who can also be known as: </li></ul></ul><ul><ul><ul><ul><li>the purchaser </li></ul></ul></ul></ul><ul><ul><ul><ul><li>the customer </li></ul></ul></ul></ul><ul><ul><ul><ul><li>the consumer </li></ul></ul></ul></ul><ul><ul><ul><ul><li>the buyer </li></ul></ul></ul></ul><ul><ul><li>Or in tourism terms: </li></ul></ul><ul><ul><ul><ul><li>the guest </li></ul></ul></ul></ul><ul><ul><ul><ul><li>the passenger or pax </li></ul></ul></ul></ul><ul><ul><ul><ul><li>the visitor </li></ul></ul></ul></ul>
  10. 10. + Selling Supporting website What we will cover – size 48 <ul><li>What we will cover - Size 28 </li></ul><ul><li>Back ground images </li></ul><ul><li>Info box and graphics </li></ul><ul><li>Content and title box </li></ul><ul><li>Referencing </li></ul><ul><li>Who are the players? </li></ul><ul><ul><li>The seller – who is often known as: </li></ul></ul><ul><ul><ul><ul><li>the salesperson </li></ul></ul></ul></ul><ul><ul><ul><ul><li>or company </li></ul></ul></ul></ul><ul><ul><li>Or in tourism terms: </li></ul></ul><ul><ul><ul><ul><li>the wholesaler </li></ul></ul></ul></ul><ul><ul><ul><ul><li>the travel agent </li></ul></ul></ul></ul><ul><ul><ul><ul><li>the tour guide </li></ul></ul></ul></ul><ul><ul><ul><ul><li>the tour operator </li></ul></ul></ul></ul>
  11. 11. + Selling Supporting website What we will cover – size 48 <ul><li>What we will cover - Size 28 </li></ul><ul><li>Back ground images </li></ul><ul><li>Info box and graphics </li></ul><ul><li>Content and title box </li></ul><ul><li>Referencing </li></ul><ul><li>Who are the players? </li></ul><ul><ul><li>Tourists </li></ul></ul><ul><ul><ul><li>Who are they and why do they travel? </li></ul></ul></ul><ul><ul><ul><li>The World Tourism Organisation defines tourism as: …the activities of persons travelling to and staying in places outside their usual environment……. . </li></ul></ul></ul>
  12. 12. + Selling Supporting website What we will cover – size 48 <ul><li>What we will cover - Size 28 </li></ul><ul><li>Back ground images </li></ul><ul><li>Info box and graphics </li></ul><ul><li>Content and title box </li></ul><ul><li>Referencing </li></ul><ul><li>Who are the players? </li></ul><ul><ul><li>Why people travel? </li></ul></ul><ul><ul><ul><ul><li>To experience the beautiful </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Pleasure from interacting with people/family in other countries and gaining a sense of fellowship and community from them </li></ul></ul></ul></ul><ul><ul><li>To satisfy curiosity and gain information about the world </li></ul></ul><ul><ul><ul><ul><li>People are naturally curious </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Even short duration visits can provide insight </li></ul></ul></ul></ul>
  13. 13. + Selling Supporting website What we will cover – size 48 <ul><li>What we will cover - Size 28 </li></ul><ul><li>Back ground images </li></ul><ul><li>Info box and graphics </li></ul><ul><li>Content and title box </li></ul><ul><li>Referencing </li></ul><ul><li>Who are the players? </li></ul><ul><ul><li>Why do people travel </li></ul></ul><ul><ul><li>To participate in history </li></ul></ul><ul><ul><ul><li>Important sporting events eg. Olympics </li></ul></ul></ul><ul><ul><ul><li>Visit sites where famous people lived </li></ul></ul></ul><ul><ul><li>As outlets for hidden or socially unacceptable drives </li></ul></ul><ul><ul><li>The sex industry </li></ul></ul>
  14. 14. + Selling Supporting website What we will cover – size 48 <ul><li>What we will cover - Size 28 </li></ul><ul><li>Back ground images </li></ul><ul><li>Info box and graphics </li></ul><ul><li>Content and title box </li></ul><ul><li>Referencing </li></ul><ul><li>Who are the players? </li></ul><ul><ul><li>Why do people travel </li></ul></ul><ul><ul><li>To gain an identity </li></ul></ul><ul><ul><ul><ul><li>experiences </li></ul></ul></ul></ul><ul><ul><ul><ul><li>knowledge </li></ul></ul></ul></ul><ul><ul><ul><ul><li>growth </li></ul></ul></ul></ul><ul><ul><ul><ul><li>you may not find out who you are but you could discover who or what you are not </li></ul></ul></ul></ul>
  15. 15. + Selling Supporting website What we will cover – size 48 <ul><li>What we will cover - Size 28 </li></ul><ul><li>Back ground images </li></ul><ul><li>Info box and graphics </li></ul><ul><li>Content and title box </li></ul><ul><li>Referencing </li></ul><ul><li>What are their needs? </li></ul><ul><ul><li>To be successful in selling you must understand your clients: </li></ul></ul><ul><ul><ul><ul><li>Wants </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Needs </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Desires </li></ul></ul></ul></ul><ul><li>(the basis of marketing) </li></ul><ul><ul><li>Selling is one step in the much broader phenomenon that marketing represents </li></ul></ul>
  16. 16. + Selling Supporting website What we will cover – size 48 <ul><li>What we will cover - Size 28 </li></ul><ul><li>Back ground images </li></ul><ul><li>Info box and graphics </li></ul><ul><li>Content and title box </li></ul><ul><li>Referencing </li></ul><ul><li>References </li></ul><ul><ul><li>www.world-tourism.org </li></ul></ul><ul><ul><li>Berger. Arthur ASA. (2004) Deconstructing travel – Cultural Perspectives on Tourism. Alta Mira Press, Rowman & Littlefield Publishers, Inc, California, USA. </li></ul></ul><ul><ul><li>Mancini, Marc. (2003). Connecting with Customers – How to Sell, Service, And Market the Travel Product. Prentice Hall, New Jersey. </li></ul></ul>

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