Connecting with Customers : How to Sell, Service, and Market the Travel Product
For courses in Introduction to Travel and Tourism.Interactive and lively, this up-to-date text applies sales, service, and marketing principles to all industry sectors using familiar, everyday sales and service experiences as a springboard to travel-specific situations. It examines the marketing strategies that underlie selling and buying travel today, with a focus on business-to-business and internal sales and service.
- Paperback | 214 pages
- 208.3 x 278.9 x 10.2mm | 453.6g
- 01 Sep 2002
- Pearson Education (US)
- United States
Back cover copy
Thinking about a career in travel? Already in the business. but hoping to polish your skills? Connecting with Customers: How to Sell, Service, and Market the Travel Product will show you how to achieve success in all three areas. Through vivid examples, interactive exercises and entertaining prose, Marc Mancini provides you with practical and powerful strategies to satisfy the travel needs of today's consumers. You'll not only- achieve a deep understanding of what travel shares with other industries, but also how it differs from them in fundamental wars. Connecting with Customers helps you understand the sales, service. and marketing needs of all .actors of the travel industry. You'll learn how to: Apply the six essential steps of travel salesPractice the seven secrets of great customer counselingDeliver highly-effective sales presentationsClose the sale consistently and wellImplement 15 standards of service excellenceApply the six major steps of the marketing cycle and create a marketing planUnderstand how e-commerce leas affected travel marketing and salesServe the needs of niche markets, corporate travelers, groups. and more
Table of contents
1. The Basics. 2. Welcoming Customers and Determining Their Needs. 3. Recommending Solutions and Addressing Concerns. 4. Enhancing the Sale and Achieving an Agreement. 5. Serving the Travel Customer. 6. Marketing Travel. 7. Special Topics. 8. Your Future in Sales, Service, and Marketing. Glossary. Bibliography.
About Marc Mancini
Marc Mancini is one of the travel industry's best-known speakers, educators, and consultants and his client list includes some of the most prestigious companies in the business. Marc has designed or given seminars for virtually every travel association and for numerous tourist offices. Over 80,000 travel professionals have benefited from these programs. He has authored or produced 12 books, 24 videos, three CD-ROMs, two Web sites, and over two hundred articles. His works have been syndicated by both the Los Angeles Times and Prodigy. Currently a Professor of Travel at West Los Angeles College. Marc has appeared on CND. ABC's "Good Morning America," and Showtime. He was named "Educator of the Year" by the International Society of Travel and Tourism Educators.