SlideShare a Scribd company logo
www.beiruttravelacademy.com Sample Training
Outline 02/02/2010 www.beiruttravelacademy.com 2
Service Marketing and Management
 Service Surveys 02/02/2010 Kurban Travel - Sample Training 4 Service companies charge up to 9 % more Acquisition costs 5 times > than retention costs ½ new customers come through referrals 10 to 15% customers  are lost / year because of bad service
Categories of Customers 02/02/2010 Kurban Travel - Sample Training 5
Customer Behavior  02/02/2010 Kurban Travel - Sample Training 6 DESTROYERS!
RATER  02/02/2010 Kurban Travel - Sample Training 7
The 9P Marketing Mix  02/02/2010 Kurban Travel - Sample Training 8 Today, 1 $ spent on advertising yields < 5$ in incremental revenue, whereas 1 $ spent on a good customer experience yields > 60$  Services Marketing
Strategic Selling
Sales Presentation Fundamental 02/02/2010 Kurban Travel - Sample Training 10
The Five Client Needs 02/02/2010 Kurban Travel - Sample Training 11 Embed the five needs in Welcome Letter! Fair price Outstanding service Problem Solving Appreciation Lifetime Clientele There are two fools in any market: one does not charge enough The other charges too much !   Russian Proverb
Other major travel needs! 02/02/2010 Kurban Travel - Sample Training 12 Transit Time Frequency Convenient outward and return travelling times Upgrading class of travel Airport Transfer Pre-bookable seating arrangements Additional baggage allowance Choice of meals Airport lounges
Integrated Communication Skills
Telephone Skills 02/02/2010 14 Answering promptly Phone power posture Taking responsibility Timing is everything  90% of business people have never received phone skills training!! .
Completing Business Messages 02/02/2010 Kurban Travel - Sample Training 15 Unnecessary words and phrases: In the event that            		 Redundancies: Future plans					 Final outcome
Phraseology  02/02/2010 Kurban Travel - Sample Training 16
Destination Specialist
Destination Specialist Thailand November to February Sky Train Hot food Traditional massage/ancient massage  Modern/physical massage DamnernSaduak 18
Lifestyle Specialist
Spa Marketing Strategies Mother Day Special (50% Rate) Honeymoon/Wedding Birthday Spa treatment of honeymooners in their own room Spa vacations Medical Spas: close to hospitals Cosmetic surgery 20 A good  travel agency database to include birthdays and anniversaries
Dynamic Destination
Dynamic Destination 02/02/2010 Kurban Travel - Sample Training 22

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