TravelAgent旅行社英語省公開課一等獎全國示范課微課金獎課件

TravelAgent1/25Objectives:knowtheservicesandproductsofferedbytravelagenciesknowtheresponsibilitiesoftravelagentslearnthesalesprocess2/253/254/255/256/257/258/259/25ReadingWhatservicesandproductsdoesthetravelagencyoffer?Whatistheresponsibilitiesoftravelagents?10/25Threelargestagencies(organizations)inChina

CTS(ChinaTravelServiceHeadOffice)中國旅行社:CITS(ChinaInternationalTravelService)中國國際旅行社CYTS（ChinaYouthTravelService）中國青年旅行社11/25Fivestepstosuccessfulselling1raisingawareness2establishingrapport3investigatingneeds4presentingproducts5closingthesale12/25Fivestepstosuccessfulselling

Yourjobasatravelagencysalesconsultantistohelpyourcustomerstochoosetheirnextholiday.Thisisaskilledjob,andinordertodoitwell,youneedtofollowanestablishedroutinecalledthesalesprocess.13/25Stage1

Tobeginanysalesprocess,itisimportanttoraiseyourcustomer’sawarenessoftheproductsyouragencyoffers.Advertsintheagencywindow,forexample,attractpeople’sattention,andmaybringthemintotheshop.14/25Stage2

Thisispossiblythemostimportantstageinsales.Manypeoplearenervousaboutbuyingbecausetheythinkthatsalesconsultantsonlywanttogettheirmoney.Fromtheveryfirstmomentwithanewclient,youneedtoconvincethemthatyouarereallyinterestedinhelpingthemfindtherightholiday.15/25

Ofcourse,sometimespeoplegointoatravelagencyjusttobrowsethroughthebrochures.Inthiscase,donotstandnexttothemandaskquestions.Letthemknowyouarethere,butleavethemalone.Givethemtime.16/25Stage3

Whenacustomerasksforhelporinformation,wemoveontotheneststage–investigatingthecustomer’sneeds.Thisisalsoanimportantpartofthesalesprocess;itisonlywhenyouhaveaclearideaaboutwhereaclientwantstogo,whentheywanttotravel,whowith,andsoon,thatyoucanselectthebestproductsforthem.17/25Stage4Whenyouhaveselectedthemostsuitableproducts,youneedtopresentthemintermsof:Features–thesearewhataholidayhas,suchasthehotelfacilities,transfersfromtheairport,excursion,etc.18/25Advantages–thesearewhatmaketheholidaybetterthanothersimilarholidays.Thefactthatthepriceofaholidayincludesalltheexcursions,orallyourbarcosts,forexample,wouldbeanadvantage.Benefits–whyaparticularfeatureisgoodforthecustomeryouaretalkingtoatthatmoment.19/25

Atthispointintheprocessmanycustomerswillwanttimetothink.Thebestthingtodoistogettheircontactdetailsandinvitethemtotakethebrochureshomeandbrowsethroughthem.Ifyouhavedoneagoodjobofpresentingtheproduct,theywillprobablybebackafewdayslater.20/25Stage5

Whenthecustomerreturnstoyouragency…21/25Keysentences

Wehavetwokinds:aseven-daypackagedandaten-daypackagetour.Wehaveatwo-dayweekendpackagetourtoLushanMountain.Forthepackagetour,wewillpayfortheround-tripticketsandallthemealsduringthetour.HotelaccommodationisalsoincludedinthepriceIgaveyou.Youwillstayinathree-starhotel.22/25KeysentencesWewillpaytheadmissionsforthescenicandhistoricalspots.Thepricelistedinthebrochurewillcoveralltheexpensesexceptaccommodations.Itwillcoverallthefeesofthetrip.Childrenunder1.2minheighttravelfree,exceptfortheirmeals.23/25Onthefirst,thetourwillvisit…onthesecondday,theywilltour…onthelastday,theywillvisit…AnEnglish-speakingtourguidewillaccompanyyoutothefivedestinations.Wewillpickyouupjust