Assignment:
Scenario
Tourism products and services are sold in all manner of different travel and tourism businesses. Customers make enquiries via the call centre or media sources such as emails, the business website and social media.
As part of your job role you are required to action these customer enquiries and sell a full range of tourism products and services whilst maintaining service levels and turn around times. As per the company's customer service policy all enquiries must be actioned within 24 hours. If the enquiries are not actioned promptly customers may book elsewhere. Customers are contacted by a variety of communication methods.
You must respond to THREE (3) customer enquiries.
Evaluate the information provided, determine needs and wants and provide appropriate travel products identifying the features and benefits that will fulfil the different customer type's individual requirements. Demonstrate how you intend to sell these products to the three (3) different customer types:
1. Family holiday within Australia
2. Honeymoon couple requiring a cruise departing from Sydney
3. Inbound tourists from Korea wanting an adventure holiday in the Northern Territory
Demonstrate the following skills during EACH of the above three customer service interactions:
• Communication with customers to correctly interpret their requirements. Ideally you will discuss options and agree on products
• Integration of product knowledge into the sales process
• Use different sales techniques in response to different customer situations to close the sale
CHOOSE how you will demonstrate your skills from the following options:
• Video role play - record with your phone or another recording device
• Audio of a role play - record with your phone or another recording device
• Email portfolio - selection of emails between yourself and the customer
Task 1 - Family holiday within Australia
Client Names:
Mr Tom Webb and Mrs Tania Webb, Samuel Webb, Joshua Webb, Isaac Webb
Departure Date:
Four months from today
Customer enquiry:
The sales manager at OTEN Leisure Group has requested you respond to an enquiry from one of the corporate accounts. The request from corporate client Mr Tom Webb is for a family holiday somewhere within Australia for approximately ten days. The family consists of two adults and three teenage boys 17, 14, and 12. They require a fun filled holiday in the sun filled with adventure and a variety of sports and water sports. The clients are flexible on the location as long as the accommodation is 5 stars and there are plenty of activities to keep all of the family busy. A health and beauty spa onsite would also be an attractive feature for Mrs Webb. Return flights would be ex Melbourne to the chosen destination.
Sales process
• Consider the scenario and decide on two or three suitable destinations that you will recommend to the customer which fit the family's requirements
• Communicate with the customer discussing their likes and dislikes to narrow down the choice to only one destination
• Source products and services which suit the customer's requirements and provide information on product features explaining how they will benefit the customer; for example, this could be discussing accommodation choices or grades such as Garden View versus Ocean View OR economy class versus business class etc.
• Agree on products and services
• Advise approximate costs of the flights and accommodation and the availability (if known) by referring to supplier websites
• Identify add-ons and complimentary products which could be offered. Advise approximate costs for these including any tours or activities that will enhance the holiday experience and add excitement
• Demonstrate how you will close the sale
Role play option
This assessment would suit demonstration by: Audio clip or video role play or email.
Indicate here which type of role play option you have chosen?