TORSP301: Selling Tourism Products and Services

Topic outline

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  General

  • Overview

    Introduction

    This module describes the performance outcomes, skills, and knowledge required to sell tourism services and products proactively in a range of industry contexts. It requires the ability to provide quality customer service while identifying specific customer needs, suggesting a range of products to meet those needs, providing current and accurate product information, and closing the sale.

    
    

                                                                                                                                                      Source: Internet

    Learning Objectives

    By the end of this module, trainees will be able to:

    • Identify customer needs
    • Suggest products to meet customer needs
    • Provide product information and advice
    • Follow up on sales opportunities

    
    

  • Announcements Forum
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  0. Introduction

  • Introduction and Key Definitions Interactive Content
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  Learning Outcome 1: Identify Customer Needs

  • Indicative Content 1.1: Identify Specific Customer Needs and Preferences, Including Cultural Needs and Expectations Interactive Content
  • Indicative Content 1.2: Identify Any Customer Requirements which, if Met, Would Breach Ethical and Legal Commitments Interactive Content
  • Indicative Content 1.3: Establish Rapport with the Customer to Promote Goodwill and Trust Interactive Content
  • Indicative Content 1.4: Disclose any Fees Determined by the Organization to Ensure Charges for Sales and Product Coordination Activities Are Clearly Understood by the Customer Interactive Content
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  Learning Outcome 2: Suggest Products to Meet Customer Needs

  • Introduction - Video Interactive Content
  • Indicative Content 2.1: Undertake any Required Research to Source Information to Meet Specific Customer Needs Interactive Content
  • Indicative Content 2.2: Tailor Product Options to the Customer's Specific Needs Interactive Content
  • Indicative Content 2.3: Make any Product Suggestions According to the Current Business Promotional Focus and Any Preferred Product Arrangements Where Appropriate Interactive Content
  • Indicative Content 2.4: Make the Customers Aware of Additional Products and Options that May Enhance their Itinerary Interactive Content
  • Indicative Content 2.5: Provide all Options within the Appropriate or Agreed Time Frame Interactive Content
  • Indicative Content 2.6: Present all Options in a Format and Style most Appropriate to the Particular Customer and According to Standard Procedures Interactive Content
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  Learning Outcome 3: Provide Product Information and Advice

  • Indicative Content 3.1: Identify the Specific Product Information and Advice Needs of the Customer Interactive Content
  • Indicative Content 3.2: Provide Current and Accurate Product Information and Advice, Including Relevant Product Conditions, in a Timely Manner Interactive Content
  • Indicative Content 3.3: Ensure the Scope and Depth of the Information is Appropriate to Customer Needs Interactive Content
  • Indicative Content 3.4: Present the Information and Advice in an Appropriate Format and Style Interactive Content
  • Indicative Content 3.5: Explain and Promote Product Features and Benefits to the Customer sure the Scope and Depth of the Information are Appropriate to Customer Needs Interactive Content
  • Indicative Content 3.6: Provide Additional Information to Address Customer Questions and Objections Interactive Content
  • Indicative Content 3.7: Select and Use Techniques at the Appropriate Time to Close the Sale with the Customer Interactive Content
  • Indicative Content 3.8: Identify and Act on Opportunities to Enhance the Quality of Service to Customers Interactive Content
  • Video - How To Sell A Product - Sell Anything To Anyone Interactive Content
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  Learning Outcome 4: Follow-up on Sales Opportunities

  • Indicative Content 4.1: Make Follow-up on Contact with the Customer Interactive Content
  • Indicative Content 4.2: Provide any Required After-sales Service According to Standard Procedures Interactive Content
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  Sources

  • References Page