Read the article and answer the questions.

1. In which stage does a sales consultant do most of the talking?

2. In which stage does a sales consultant have to listen most carefully?

3. What are possible ways of raising customer’s awareness?

4. How can a tour manager establish rapport with a customer?

5. What does after-sales service include? Why is it important?

SIX STEPS TO SUCCESSFUL SELLING

Travel agency is a company that sells tours to customers. They buy tours at tour operators and also can promote them to get more money. Usually they get 10% from each sold tour. Tour manager sells tours to customers. And there are six steps to successful selling.

Stage 1. Raising awareness. It’s not right contact with a customer. It’s just adverts. Travel agency must attract people’s attention to itself.

Stage 2. Establishment of rapport. Many customers think that to get their money is only that you want. You must convince them that you really want to help them find the right holiday.

The next third stage is about investigating customers’ needs. You need to learn all things about customer’s tour.

And then in the 4^th stage you can select the most suitable products and present them to the customer. Then you need to give time to think to the customer, give him contact details and wait his comeback to you.

The next step is closing the sale. Your customer is ready to buy the tour and you must repeat all necessary information about the tour and complete the forms of the tour.

And the last step is known as after-sales service. You need to control all the tour and provide good holiday to the customer. And in the end of the tour it will be helpful to learn an opinion about the tour. All these stages must provide many sales to a travel agency.

Match the English words and word combinations with the Ukrainian equivalents.

1. customer 2. awareness 3. advert 4. rapport 5. convince 6. investigate 7. after-sales service 8. provide 9. promote 10. needs

1. потреби 2. забезпечувати 3. обізнаність 4. клієнт 5. просувати 6. реклама 7. переконати 8. післяпродажне обслуговування 9. хороші взаємовідносини, порозуміння 10. досліджувати

TEXT 4

Read the text and find out if the following statements are True or False.

a. One in fifty of all workers are employed in tourism related industries.

b. The number of international tourism arrivals will more than double between 2004 and 2020.

c. Tourists often worry about international security.

d. Tourism has only had a good influence on the modern world.

<== попередня сторінка	\|	наступна сторінка ==>
OLD AND NEW TOURISM	\|	TOURISM TODAY: FACTS AND CHALLENGES

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