A professor recently walked into a travel agency his first visit there and asked for a specific cruise brochure. The travel agent rose from her desk, found the promotional piece requested, and handed it to him. The professor thanked her and then asked, " How is the travel business these days? " She replied, " Business and corporate are OK but vacation travel is way off. Very few people are traveling now. " She then sat down, looked into her CRS screen, and said, " Have a nice day. " Can you believe such a scenario? What should the conversation have been?