Task 2: Understand the core business departments of travel agencies.

The establishment of travel agency business department is determined according to the whole process service provided by travel agencies for tourists. The business departments of general travel agencies mainly include sales department, planning department, tour guide department and external liaison department. In China, many large travel agencies set up their business departments according to their customers and regions. For example, China Kang Hui Travel Agency Group Co., Ltd. has set up Japan and South Korea Department, Europe Department, Southeast Asia Department, Asia Department, Australia and Africa Department and other departments. This task introduces the core business departments of general travel agencies.

First, understand the sales department.

(1) What is the travel agency sales department?

According to Article 11 of the Travel Agency Regulations, which came into effect in 2009, a travel agency should go through the registration formalities with the administrative department for industry and commerce and file with the local tourism administrative department when it sets up a service outlet dedicated to attracting tourists and providing tourism consultation. Service outlets of travel agencies shall accept the unified management of travel agencies and shall not engage in activities other than soliciting and consulting. Article 21 of the Detailed Rules for the Implementation of the Travel Agency Regulations stipulates that service outlets refer to business departments and other institutions set up by travel agencies to attract tourists and sign travel contracts with tourists in the name of travel agencies.

It can be seen that the retail department is a branch of the travel agency, and it is a collection network for travel agencies to provide services such as tourism consultation, publicity, reception and sales of tourism products in order to attract tourists. It has a special palace and is under the unified management of travel agencies.

(b) Location and environment of the retail sector

Location of industrial and retail outlets

The location of travel agency's marketing department will directly affect the brand image and sales performance of travel agencies, so the location of marketing department is of great significance to the development of travel agencies.

According to Article 22 of the Detailed Rules for the Implementation of the Travel Agency Regulations, service outlets should be set up in public places that are convenient for tourists to know and enter.

(1) According to the travel agency's business strategy and market positioning, we should choose to set up a business department in or near the area where the target customer groups are most concentrated.

(2) The retail department can also choose the street storefront of the traffic trunk line or near the bus stop and subway station, which are the areas where the crowds are concentrated in the past and will be attractive to potential customers.

(3) A powerful large travel agency or a travel agency with distinctive personality can choose to set up business offices in areas with high population density and relatively concentrated business premises, such as commercial streets, theaters, entertainment places, parks, etc., so that tourists can enjoy the convenience of various services and it is easier to cultivate loyal customers.

The design and decoration of the sales department of a travel agency should reflect the corporate culture of the travel agency and serve the employees and potential tourists in the store.

2. The environment of the sales department

Counselors communicate to create convenient conditions, strive to give counselors a cordial feeling and create an atmosphere of yearning for travel.

Wai, and has a distinctive brand logo.

The sales department of travel agencies should emphasize "unified image, unified products, unified prices and unified services". "system

"One" is not only to maintain the consistency of store decoration, but also to standardize the operation process and the behavior of store service personnel.

Normalization.

The promotional materials of tourism products should be classified, easy to carry and easy to identify. Show tourism products reasonably and scientifically.

Exhibition can not only facilitate the choice of travel consultants, but also stimulate their desire to buy.

The layout of the comprehensive retail department can be divided into entrance waiting area, reception consulting service area and logistics work area.

(3) The reception work flow and work standard of the travel agency sales department.

1. Polite greetings

The salesroom is the window of the travel agency, which is directly responsible for the pre-sales service of tourism products and should leave a good impression on the guests.

An impression and a strong desire to join the group. After the travel consultant enters the sales department, the service personnel should stand up and say hello.

Love, beautiful smile and polite greetings to express concern and welcome, and carefully observe and judge the meaning of travel consultants.

Pay attention to the interest of the travel consultant and guide the guests to their seats with standard etiquette gestures.

2. Consultation and answer

When tourism consultants are interested in tourism products, the service personnel in the sales department should immediately come up with relevant tourism publicity.

Pass the information to the guests, introduce the tourism products in detail and vividly, and stimulate the purchasing desire of the tourism consultants.

The service personnel in the sales department can describe the tourist destination, tour guide, catering, accommodation, special snacks and transportation in detail.

Introduce the itinerary in detail, and provide targeted suggestions from the perspective of the guests according to their needs. Besides,

The salesroom service staff should also introduce to the travel consultant whether there are self-funded attractions and children's expenses during the tour.

Quasi, travel insurance fees, preferential policies for tickets for the elderly, whether there is travel shopping, etc. , to provide detailed information for guests.

Information of

3. Actively promote sales

The service personnel in the sales department of travel agencies should lose no time to provide consulting services for travel consultants.

The author introduces the characteristics of our tourism products by providing pictures, reports, banners, tourist thank-you letters and travel suggestions.

Persuasive materials such as the consultant's feedback form can gain the consultant's identity. Within your authority, you can pass

Encourage customers to buy through price discounts, accumulated points, gifts and other forms. If the travel consultant

If you can't decide to buy on the spot, you are welcome to come again, file the relevant information and make travel consultation.

Come to consult again.

4. Registration information

The salesroom service personnel should ask the travel consultant to fill in the registration form of the travel agency's salesroom in detail, enter it by computer on the same day, and keep the travel consultant information well. This registration form is not only a registration form for travel consultants, but also a travel.

Tourism information collection form. Through this form, travel agencies can understand the market demand and the special hobbies of travel consultants, thus

It provides an important basis for providing personalized service for guests. In addition, when the travel consultant registers with the travel agency again,

In-store service personnel can obtain the information of travel consultants according to the relevant inquiry information when taking part in tourism, which not only saves time,

You can also improve your relationship with travel consultants.

sign a contract

Tourism consultants want to protect the legitimate rights and interests of travel agencies and tourists when deciding to buy travel products from travel agencies.

Beneficially, the salesroom service personnel need to sign a travel contract with the travel consultant and ask the tourists to read the contract in detail.

Rong, in the process of seeing the travel consultant, if there is any doubt, the service personnel should explain it well to ensure the smooth signing of the contract.

6. Collection work

After signing the contract with the travel consultant, the service personnel of the sales department should ask the travel consultant about the payment method, such as

Tourism consultants should pay attention to the authenticity and receivable amount when settling accounts in cash; If you pay by credit card, you should verify your credit.

Whether the card is invalid; If you pay by check, you should check the validity of the check No matter which way the travel consultant adopts.

At the time of settlement, the fees payable shall be collected in time.

Organize files

After collecting the relevant fees, the service staff of the sales department will also ask the tourists if they have any other questions and take the initiative to inform them.

Weather, eating habits, etc. It will go to the tourist destination to remind you of the precautions during the trip. most

Then thank the travel consultant for coming. After leaving the sales department, the travel consultant should sort out the reception information in time.

Travel consultant files, and timely communicate with relevant departments and personnel of travel agencies.

(four) the quality requirements of the reception staff in the sales department of the travel agency

1. Familiar with tourism business knowledge

Store receptionists should first be familiar with the relevant information of travel agency products and understand the tourist routes in different periods and regions.

Price information, fully grasp the resource characteristics of tourist destinations and the supply of tourist service facilities, so as to be accurate.

Answer all kinds of questions raised by tourists accurately. In addition to mastering the product information of this travel agency, the service staff of the sales department

We should also keep abreast of the national tourism development policies and regulations, and be familiar with the competitive situation and tourism demand of the travel agency industry.

Fluctuation trend, and properly dabble in some related knowledge of economics, geography and medicine.

2. Be good at discovering the needs of travel consultants.

Store receptionists must have good listening and questioning skills, be good at communicating with people and be able to communicate with people.

Cheng Zhongmin keenly discovered the core tourism needs of the guests. At the same time, store receptionists also need to have meticulous observation ability.

Force, from their problems, complaints or suggestions to quickly find the potential needs of tourism consultants, and actively

Create demand and guide demand.

3. Strong sales promotion ability.

Store receptionists must have strong product promotion ability. In the consultation process of receiving tourism consultants,

Take the initiative to introduce them to the product characteristics of this travel agency, be good at comparative analysis, and actively promote tourism products by using various marketing means.

4. Have a certain writing level.

In the process of store reception, the receptionist should not only answer all kinds of questions raised by travel consultants, but also provide suggestions.

Suggestions, but also to fill in various forms, contracts and organize various business documents, therefore, standardized writing requirements and comparison.

High-level writing is also the basic working ability required by the service personnel in the retail department.