(0} Files

10:29 < Files PS2-Y15 Using Adaptive Techniques 1. 2. Practice using adaptive techniques by finding solutions for common problems. Complete the following steps. You Try It Save this file with a new name Click the File tab, click Save As, add your name to the end of the filename, then click Save. For example, save this file as PS2-Y15 Sharon Rodriguez.docx Get ready Read each of the following problem descriptions. 1. 2. 3. 4. Nancy McDonald trains and manages all of the customer service representatives at Quest Specialty Travel, which includes up to eight employees working at the same time with customers on the phone or in person. The problem is that sales of extra and supplemental services such as travel insurance are low, though customer service reps have a script to encourage sales of these items. Ellen the tour developer for Quest's European tours. She thinks the Tuscan Adventure tour should be one of Quest's most popular tours. Customers report that the price is too high, the 12-day tour is too long, and the size of the tour group is too large. Ellen wants to eliminate that tour and design a new one, which would be a major change for Quest. As marketing director for Quest, Ron Dawson needs to increase sales overall for the company. He usually encourages tour developers and salespeople to pursue the typical Quest customer: married baby boomers in the age group who do not have children living at home and have household incomes over $75,000 per year. He wants to open new markets, such as younger travelers, travelers with disabilities, and specialty group travel, such as for clubs and alumni associations. However, salespeople fear that they won't be able to sell as many tours to these new markets and their bonuses will be decreased. Juan Ramirez, head of the Human Resources Department at Quest, has been interviewing potential tour assistants. If Quest does increase its tour sales by 12 percent as expected, the company will need more tour assistants. If it doesn't increase sales, the company will need to lay off tour assistants. Mobile View A Read Aloud Headings