Interactive and lively, this up-to-date text applies sales, service, and marketing principles to all industry sectors using familiar, everyday sales and service experiences as a springboard to travel-specific situations. It examines the marketing strategies that underlie selling and buying travel today, with a focus on business-to-business and internal sales and service.

• Overview of all industry segment situations—e.g., airlines; travel agencies; cruises; tours; and car rentals.

  • Prepares students for any career.

• Over 100 exercises.

  • Encourages students to apply, explore, and benefit from content throughout the text. Supplies instructors with in-class activities.

• Multi-business sector perspectives.

  • Allows students to apply their knowledge and everyday experience to travel, and helps to make them better-informed consumers.

• Interactive format—Consists of activities throughout and at the end of every chapter.

  • Keeps students interested and involved in the subject and their study of it.

• Pragmatic approach.

  • Enables students to put strategies to immediate use.

• Useful and practical solutions for travel situations—In addition to theoretical explanations.

  • Gives students an understanding of why certain things work and others do not.

• Up-to-date coverage.

  • Examines today's e-environment of sales and service, and discusses the future of the industry.

• Extensive pedagogy—Includes sidebar boxes; glossary; charts; bullet points; and bold and italicize items.

  • Helps students absorb and remember important content.

1. The Basics.


2. Welcoming Customers and Determining Their Needs.


3. Recommending Solutions and Addressing Concerns.


4. Enhancing the Sale and Achieving an Agreement.


5. Serving the Travel Customer.


6. Marketing Travel.


7. Special Topics.


8. Your Future in Sales, Service, and Marketing.


Glossary.


Bibliography.

Travel/Tourism Sales and Marketing  (Travel & Tourism)
Selling Tours  (Travel & Tourism)
Introduction to Travel and Tourism  (Travel & Tourism)
Selling Travel  (Travel & Tourism)

Marc Mancini is one of the travel industry's best-known speakers, educators, and consultants and his client list includes some of the most prestigious companies in the business.

Marc has designed or given seminars for virtually every travel association and for numerous tourist offices. Over 80,000 travel professionals have benefited from these programs. He has authored or produced 12 books, 24 videos, three CD-ROMs, two Web sites, and over two hundred articles. His works have been syndicated by both the Los Angeles Times and Prodigy.

Currently a Professor of Travel at West Los Angeles College. Marc has appeared on CND. ABC's "Good Morning America," and Showtime. He was named "Educator of the Year" by the International Society of Travel and Tourism Educators.

Thinking about a career in travel? Already in the business. but hoping to polish your skills? Connecting with Customers: How to Sell, Service, and Market the Travel Product will show you how to achieve success in all three areas.

Through vivid examples, interactive exercises and entertaining prose, Marc Mancini provides you with practical and powerful strategies to satisfy the travel needs of today's consumers. You'll not only- achieve a deep understanding of what travel shares with other industries, but also how it differs from them in fundamental wars.

Connecting with Customers helps you understand the sales, service. and marketing needs of all .actors of the travel industry. You'll learn how to:

• Apply the six essential steps of travel sales
• Practice the seven secrets of great customer counseling
• Deliver highly-effective sales presentations
• Close the sale consistently and well
• Implement 15 standards of service excellence
• Apply the six major steps of the marketing cycle and create a marketing plan
• Understand how e-commerce leas affected travel marketing and sales
• Serve the needs of niche markets, corporate travelers, groups. and more

Instructor's Manual
Mancini
©2003  |  Prentice Hall  |  Paper; 72 pp  |  Out of Stock
ISBN-10: 0131104632  |  ISBN-13: 9780131104631
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