1、LOGOLOGO Travel AgentLOGOObjectives:vknow the services and products offered by travel agenciesvknow the responsibilities of travel agentsvlearn the sales processLOGOLOGOLOGOLOGOLOGOLOGOLOGOLOGOReadingvWhat services and products does the travel agency offer?vWhat is the responsibilities of travel age
2、nts?LOGOThree largest agencies(organizations)Three largest agencies(organizations)in Chinain ChinaCTS(China Travel Service Head Office)中国旅行社中国旅行社:CITS(China International Travel Service)中国国际旅行社中国国际旅行社 CYTS（China Youth Travel Service）中国青年旅行社中国青年旅行社 LOGOFive steps to successful sellingv1 raising aware
3、nessv2 establishing rapportv3 investigating needsv4 presenting productsv5 closing the saleLOGOFive steps to successful selling Your job as a travel agency sales consultant is to help your customers to choose their next holiday.This is a skilled job,and in order to do it well,you need to follow an es
4、tablished routine called the sales process.LOGOStage 1 To begin any sales process,it is important to raise your customers awareness of the products your agency offers.Adverts in the agency window,for example,attract peoples attention,and may bring them into the shop.LOGOStage 2 This is possibly the
5、most important stage in sales.Many people are nervous about buying because they think that sales consultants only want to get their money.From the very first moment with a new client,you need to convince them that you are really interested in helping them find the right holiday.LOGO Of course,someti
6、mes people go into a travel agency just to browse through the brochures.In this case,do not stand next to them and ask questions.Let them know you are there,but leave them alone.Give them time.LOGOStage 3 When a customer asks for help or information,we move on to the nest stage investigating the cus
7、tomers needs.This is also an important part of the sales process;it is only when you have a clear idea about where a client wants to go,when they want to travel,who with,and so on,that you can select the best products for them.LOGOStage 4vWhen you have selected the most suitable products,you need to
8、 present them in terms of:vFeatures these are what a holiday has,such as the hotel facilities,transfers from the airport,excursion,etc.LOGOvAdvantages 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 c
9、osts,for example,would be an advantage.vBenefits why a particular feature is good for the customer you are talking to at that moment.LOGO 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 brochures hom
10、e and browse through them.If you have done a good job of presenting the product,they will probably be back a few days later.LOGOStage 5 When the customer returns to your agency LOGOKey sentences vWe have two kinds:a seven-day packaged and a ten-day package tour.vWe have a two-day weekend package tou
11、r to Lushan Mountain.vFor the package tour,we will pay for the round-trip tickets and all the meals during the tour.vHotel accommodation is also included in the price I gave you.You will stay in a three-star hotel.LOGOKey sentencesvWe will pay the admissions for the scenic and historical spots.vThe
12、price listed in the brochure will cover all the expenses except accommodations.v It will cover all the fees of the trip.v Children under 1.2 m in height travel free,except for their meals.LOGOvOn the first,the tour will visiton the second day,they will tour on the last day,they will visitvAn English-speaking tour guide will accompany you to the five destinations.vWe will pick you up just in front of the agency at 8:00 am Sunday morning.LOGOAssignment:Role-play Act out a dialogue between a guest and a travel agent,talking about a vacation the guest is going to take.
