Tourism Sales: Role-plays depicting sales situations in the travel and tourism industry

This document provides role-plays depicting sales situations in the travel and tourism industry. It includes a client profile, product and service brief, telephone sales scenario, live face to face scenario, and follow-up meeting over the telephone. The document is relevant for the subject of tourism sales and is suitable for students studying in Canada.

Running head: TOURISM SALES
TOURISM SALES
Name of the Student
Name of the University
Author Note

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Introduction to scenario
The context that is being considered is that of a travel agent booking for tour plans with
the customer. The travel agent in this context would be the seller and the customer would be
approached through negotiation of sales. The chosen organization for the study is Moose Travel
Company situated in Canada. The company provides travel and tourism services to the various
travel destinations of Canada. The following would be role-plays that would depict the various
situations that are present on a real time basis in the travel and tourism industry in sales. The
focus would be on providing effective descriptions of the sales situations.
1. Client profile
Name: Mr. Garry Thomas
Nationality: Canadian
Age: 29
Contact
details:
3, Avenue du Canada. Coventry.
Occupation: Travel photographer, blogger
Needs and
preferences:
Client wants to visit tourist destinations of Canada after having travelled in
the neighboring states.
Specified
requirements:
Wants to cover the following destinations in Canada for his new series of blog
and travelogue as well:
1. Niagara falls
2. Banff national park with the Rocky Mountains
3. Whistler
4. Old Quebec
5. Ottawa’s Parliament Hill
6. CN Tower
7. Old Montreal
8. Vancouver Island
Budget: 5 days trip to cover the 8 places with $100-120 spent per day
2. Product and service brief
The services that are primarily provided by the Moose travel company are associated
with the provision of travel and transport facilities to the Canadian nationals. The company is
also associated with arranging travel bookings for the foreign entrants to the various Canadian
states. The organization books travel and tour tickets for both Canadian and Foreign customers.

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The company becomes an agent for the various tourism activities that are to be undertaken by the
tourists. The company is essentially a tour operator that functions across various major travel
destinations across Canada. They also work as a tourism guide for their customers. They provide
various packages for various customers. The most important travel packages provided by the
company consists of entire activities that a travel interested in the services would like to engage
in considering a given travel destination. They take care of many of the essential needs of the
traveler in a travel situation. This includes booking for the transportation for the travelers. This
includes booking for flight, buses and trains. Moose Travel Company is engaged in working
towards increasing the number of hotel chains that are associated with them. The company has
also recruited freelancer staffs to be tourist guides for each of the destinations covered by the
company.
3. Telephone Sales Scenario
Garry: Hello, is this the Moose Travels?
Manager: Good Morning Sir, this is the Moose Travel Company. How can we help you?
Garry: Hello, My name is Garry Thomas. I have come to know about your company online and
would like to see if you have any good deals for me. Also, I would very much appreciate if you
could inform me about the various travel and tour packages that you have.
Manager: Definitely, Mr. Thomas we would provide you with all the important information that
can assist you further. Our services are mainly concerning transportation and other services that
customers require for the various tours and events. We focus on providing the best services to all
travel enthusiasts. We want to help travel lovers to get the best out of their travels.
Garry: Very nice to hear that. I am a travel lover myself as well as a photographer and a blogger.
I have worked in the neighboring state’s tourism destinations. I want to visit the most important
tourism destinations of Canada and planning something that would be very good in terms of
boosting tourism in Canada. I want to know your packages, please.
Manager: Mr. Thomas, we are delighted to know that you would like to visit Canada. We would
like to assist you further. However, we offer many service packages and it would be difficult to
provide all the details over the phone. We would be much obliged if you could visit our office

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and we can discuss all the packages. Also, we would be much obliged if you would kindly
forward your communication details and we would like to send you a full list of all the packages
that we offer to our customers.
Garry: I would like to visit your office. Can you tell me about your office timings?
Manager: Sure, Mr. Thomas. Our office timings are 9 in the morning to 6 in the evening from
Monday to Saturday. You can give us a visit any time during our working hours and we can help
you in the best ways.
Garry: I am very pleased to hear that. I will give you a call exactly prior to the day when I would
like to visit your office.
4. Live Face to Face scenario
Manager: Good Morning Sir, very pleased to see you.
Garry: Hello, I am Garry Thomas, very pleased to meet you too.
Manager: We had a conversation the other day Mr. Thomas. We would be very pleased to hear
your travel preferences in Canada.
Garry: Thank you! I have made a list of my preferred locations to visit in Canada. In accordance
of their importance they are (showing a list).
1. Niagara falls
2. Banff national park with the Rocky Mountains
3. Whistler
4. Old Quebec
5. Ottawa’s Parliament Hill
6. CN Tower
7. Old Montreal
8. Vancouver Island

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I would also be travelling with two other people. A close friend and an acquaintance. My close
friend is a cinematographer and the acquaintance is an assistant. I would like you to provide me
with a budget that would be reasonable and affordable please.
Manager: Very well Sir. Can you tell me how much time have you fixed for covering all the
destinations?
Garry: I have 20 days of deadline. The maximum time however, I would like to provide for the
tour is 1 week. I would most importantly consider the dates from the coming 5th October to 11
October.
Manager: We have provided you with the details. Which is the category of services that you seek
from our company. Just to inform you further, primarily, we provide three main packages, these
are the Premium one package that has added benefits of five star facilities for food and lodging;
the medium range packages and the nominal packages. We have elaborated about the package
details on the mails that we have sent you.
Garry: Well, I would go for any package that can best sustain my travel and tour needs in this
one week I would be able to provide for the tour. I have read some of your packages the other
day. I have to say that though you are providing some of the best packages I have come across, I
was unable to found a one that best suits my needs. I feel like going for premium but I have
certain budget constraints. Can you provide me with a customized package by any chance?
Manager: Ok, So upon seeing your special travel needs we would provide you a travel package
that is made to order for you. We would create a package that would provide the best value to
you and your co-travelers.
Garry: Thanks very much for this. I have complete faith in you. I hope all goes well. Goodbye
for now.
5. Follow up meeting over telephone
Manager: Good morning, Sir. I am calling you from the Moose Travels Company Limited.
Garry: Oh hello! Good morning, very nice to talk to you again. How is everything with my
package?

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Manager: Everything is great Sir. This is a call to you to confirm that I have mailed the booking
details. Also, I have provided the tickets for your entire tour. We are sending our guide to assist
you. In case you face any problem during the tour, please do get in touch with us. Give us a call
and we will be more than happy to help.
Garry: Very good to hear that. I am checking the mail and will proceed with the payment
thereafter.
Manager: Thank you sir. I can see, you just made the payment and I confirm with you the
completion of the booking process.
Garry: Yes, I made the payment just now while I was with you over the call.
Manager: Thank you once again Mr. Garry. We wish you a very happy journey and a successful
completion of your project.
Garry: Definitely, I hope it will. Thank you very much.
Manager: Our guide would be with you in all the destinations that are to the covered for you. He
would assist you in all ways possible in getting things done for you.
Garry: I hope he would be a great help for me. Thank you for all the troubles that you have taken
for me.
Manager: We were always happy to help Mr. Thomas. We hope to create a very good
relationship with you.
Garry: Thank you. I am confident that we will.

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References