Take off
1. Which travel agency sells more holidays?
Answer: Lastminute.com, Opodo, eDreams, On The Beach, Expedia
2. What sort of message do you think each window gives to people in the street?
Answer: it can be tempting to tell your users about every new feature, blog post, you might have a whole bunch of things you want to ask your users.
3. What kind of holidays do these two travel agencies sell? Who do you think their clients are?
Answer:
Reading
The sales process
Read the article.
1. In which stage does sales consultant do most of the talking?
Answer: in stage 2 the most important stage in sales. the sales consultant nee to convince the customers that you are really interested in helping them find the right holiday. and when a customer asks for help or more information, we have to investigate the customer's needs. this is also an important part of the sales process.
2. In which stage does a sales consultant have to listen most carefully?
Answer: in stage 3 we have to listen all the customer's need and of course we have to investigating the customer's too, it is only when you have a clear idea about where the client want to go, when they want to travel, who with, and so on, that you can select the best products for them.
3. Can you think of any other ways of raising customer awareness?
Answer: using some brochures to make the customers more interested with our agency
4. If customers are looking at brochures, why should you leave them alone?
Answer: because we give them time to the customer to take a look at the brochure we have and if they interested in the brochure they may ask about the tour agency on the brochures.
5. Features, advantages, or benefits which is the hardest for a sales consultant to explain to a customer?
Answer: Features, these are what a holiday has, such as the hotel facilities, transfers from the airport, excursions. etc.
Advantages, these are what make the holiday better than other similar holidays. The fact that the price of a holiday includes all the excursions or all your bar costs, for example, would be an advantage.
Benefits, why a particular feature is good for the customer you are talking to at that moment. At this point in the process, many customers will want time to think. the best thing to do is to get their contact details and invite them to take the brochure home and browse through them. if you have done a good job of presenting the product. they will come back a few days later.
6. The last two stages are not described in the article. What do you think happens in each stage?
Answer: when the customers come back to our agency they may want to ask for further information and accept abroad to another country to taking a holiday.
Vocabulary
Sales terms
1. Match the words in the list with their definitions.
1. consultant = a person who gives information or advice in business
2. advantage = a useful, positive effect that something has
3. awareness = knowing about something and probably being interested in it
4. benefit = something that helps or that gives a better chance of success
5. browse = to spend time looking at something without a clear idea of what you want
6. convince = to succeed in making somebody believe something
2. which words are nouns and which are verbs?
Answer: nouns = advantage, awareness, benefit, consultant
verbs = browse, convince
3. complete the sentences using the words in the list.
1. A good consultant does not necessarily know the answer to every question but does know where to find the answer.
2. Adverts on TV in magazines are used to create benefits of new products.
3. The advantage of using a travel agent is that they can help you to find the best holiday.
4. The main advantage of learning English is that most people in tourism speak it.
5. There is so much information to browse through on the Internet that it is easy not to find what you want.
4. Use your dictionary. Find three more terms in the article. For each one write out the definition from your dictionary. Ask your partner to find the word in the article.
Answer: custom - something that people do as part of their culture
highlight - best part (of something) or an important part of an event or period of time
scenery - the setting for a place, ntural beauty that you see around a place.
1. What sort of characteristics can you identify as soon as a customer walks into your agency?
Answer:
- Customers reign supreme. They control the experience they want; they research, explore, and share.
- Customers are ALWAYS connected. 24 hours a day, 7 days a week, on any internet-enabled device. 77% of Americans own a smartphone today, compared to 35% in 2011 (pewinternet.org)
- Customers expect personal interactions. 87% of customers believe brands could deliver more consistent experiences (visioncritical.com)
- Customers compare, and compare, and compare. They look at products they’re interested in across multiple channels and devices, and it’s likely any brand-owned channels are the last place they look.
- Customers trust word-of-mouth over brands. 70% of consumers trust online recommendations more than brand statements (Forrester.com)
- Customers think in terms of “I want it now.” They expect to be able to get everything right away. 64% of customers expect real-time service regardless of the channel they use (v12data.com)
- Customers are highly opinionated. They’re ready to talk to anyone about a good or bad experience. Customers are 3x more likely to recommend a brand after they’ve had a positive interaction with them (hbr.org)
2. What other characteristics do you need to determine? How will you find these out?
Answer: Customers think in terms of “I want it now.” the best thing to do is to get their contact details and invite them to take the brochure home and browse through them. if you have done a good job of presenting the product. they will come back a few days later.
It's my job
Michaela Cambelova
Find out
How good is the service in your local travel agencies? Think of a holiday or a journey you would like to go on. Visit a local travel agency and ask for information. During your visit carefully observe
1. the show window (attractive? Original? etc.)
2. the interior (Organized?) Spacious/ etc.)
3. the greeting (Immediate? Warm? etc.)
4. the sales consultant's manner (Friendly? Attentive? etc.)
5. the result of the visit (As expected? Better than expected?)
Suggestions and advice
1. Match the expressions for advice on the left with possible continuations on the right.
1. In my opinion, you should... d. look on the internet
2. Have you thought about... f. the internet?
3. How about... c. looking on the internet?
3. How about... c. looking on the internet?
4. If I were you... a. I'd look on the internet.
5. Why don't you... e. look on the internet?
6. You best option... b. is to look on the internet
2. Now do the same with these expressions.
1. Have you thought about... c. taking the coach to the airport?
2. How about... a. going in the autumn?
3. If I were you... e. I'd ask a travel agent
4. Why don't you... d.take a look at these brochures?
5. In my opinion, you should... f. travel overnight on the train.
6. Your best option... b. is to hire a car
Reading
The impact of the Internet
Many holidays are now sold on the internet. Travel agencies around the world are worried about this and are trying to explain why they are still important. The American Society of Travel Agent (ASTA) is using the Internet to do this!
1. Here are five popular myths about travel agencies.
1. All travel agencies are the same so it does not matter which one a client uses
2. because of the Internet, people will not use travel agencies in the future
3. travel agencies are against travel products being on the Internet
4. travel agencies are just shops that sell tickets for planes
5. young people do not use travel agents
Four of these myths are discussed in the ASTA article. Which four?
Answer: 1, 3, 4, 5
2. What is the reality for each myth according to ASTA?
Answer: Travel agents are professionals who provide value by helping save time and money. They act as travel consultants, offering personal service for their clients. When it comes to booking travel agents, travel agents are experienced professionals. Both consumers and travel professionals benefit from the internet. People who use travel agents 43% are age 35-54 and 33% are generation X and Y travelers, age 18-34.
3. How would you answer the fifth myth from ASTA's point of view?
Answer: nowadays travel agent supports the uses of the internet for example like traveloka we have in this years and the travel agent develop with the use of the internet.
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