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decline in patronizing customers for tourism agency (How to improve sales?…
decline in patronizing customers for tourism agency
Reasons for lack of customers
people going online instead of patronizing store
online agency meant that there is is no need for customers to travel all the way to a physical store
poor customer service
do not understand the customer needs or wants
is impatient/rude when dealing with the customers
paying extra fees eg. when booking international flights
not meeting their obligations of services
customers pay for the package and do not receive parts of the services (e.g. travel agency says that they will visit a heritage area, but end up not visiting)
having restrictive term & conditions
don't always give the full truth
people are afraid of their money being cheated after knowing of others getting scammed (e.g. travel agent leaves Singapore group stranded in Port Dickson, Malaysia in 2015:
https://www.google.com.sg/?gfe_rd=cr&ei=5vAOWeyZI-Xn8Aerh5WICg&gws_rd=ssl#
)
How to improve sales?
promotion packages- attractive prices for air travel, hotel accommodation and activities(touring) in one
special discounts given to students and elderly on tight budget
design attractive advertising to attract consumers attention- in the form of flyers, tv advertisement or social media
set up online booking, which is easily accessible at the touch with smartphones
add attractive offers with bulk purchases- example free lunch/dinner options
send the employees for further training
e.g. Customer service skills training programs to learn how to deal with different customers & to improve on their attitude towards the customers
come up with travel plans that will be attractive to travellers after doing survey
provide personalised travel plans (e.g. travelling in their own private groups instead of with strangers:
https://www.google.com.sg/?gfe_rd=cr&ei=5vAOWeyZI-Xn8Aerh5WICg&gws_rd=ssl#
)
Exceed customer's expectation
Adding "surprise stops" e.g interval at a food tasting farm
Build customer relationship
Gather feedback e.g focus groups or feedback forms to understand needs, expectations, preference
Resolve promptly if there were any complaints
Who are we targeting?
Family going for their family vacation
Schools bringing their students for exchange programmes
People who are interested in visiting a certain country but are not familiar with the area
Special interest travellers e.g health and therapy
People that want to experience the locals' daily lives
Newlywed couples going for their honeymoon
Students on tight budget
Incentive tours / corporate travel
F&E VS TOUR GROUP
people prefer having free & easy than tour group
Less people buy travel packages from travel agency
Disadvantages of tour group
Tight schedule
Itinerary usually starts early in the morning
Limited time given to shop/ see attractions, fast paced
stay in one area too long and having limited time for the next attraction
have to compromise for others who are in the tour group (e.g. some people eat slower than others, hence will have to wait for everyone to finish before going to visit other attractions)
Lack of flexibility
usually have stick together as a group, meaning everybody has to compromise to each others wants and needs
cannot be seperated
usually go to popular places which will most likely be crowded
would go to tourist attractions, hence they are unable to experience the real beauty of the country and the locals' daily lives
Not interested in some of the attractions/area that is listed in the itinerary
Favouritsm
Tour guide does not spend his/her time with everyone in the group