write a script for role play between the travel agent and customer

scenario -

Nature of trip

The trip is a business trip to the New Zeeland international business conference for interested stakeholders.

Level of expectation.

Since this is an executive business trip, high level of services is expected by Mr. Walter. 1st class services are expected hence book him a first class ticket for comfort and allow him to communicate with his business partners during the flight. Five star hotel should be booked for his accommodation during the time.

Customer needs.

Mr. Walter reason for the trip is to attend the international business conference hence earn more worth information that can help him boost his company.

He is also interested in meeting new business partners and expanding to New Zealand.

Customer wants.

Mr. Walter needs to bond with his partners he will meet in New Zealand. This will involve team bonding activities such as skiing, ice hockey and tour of the country side.

list of products/ services.

The following services are important to Mr Walter

1. Flight services. This is to ensure that he reaches his destination in time for his meeting.
2. Accommodation. Mr. Walter needs motel services in order to rest for the business trip and have personal hygiene routine in his amble time.
3. Food. This must be in constant supply as it is a basic need for everyone. In a foregn country he might fail to locate food outlets hence important for our tour company to provide.

Class of travel:

We shall book him a business class air ticket as per his trip specifications. A corporate businessman fits in that class and that will allow him enough comfort to prepare for the conference and the services offered here will enable him run his business during the long flight with much ease.

Communication facilities:

The company shall provide a contact where by his employees at Walt holding's can reach him during confirmation of important business procedures in his absentia. Conference calls and zoom meetings shall be organized by the company for efficiency and enable him run the business while away in New Zealand.

His family shall also reach him through the provided channel.

Speed of delivery.

The budget for his trip must be completed and presented to the finance department by the start of next month, 1st July to be able to accommodate him by 19th July hence allow time for proper planning of his trip and make sure hidden obstacle don't come in between.

Length of stay.

The conference is expected to last two weeks. This implicates that his length of stay will be three weeks, an extra week for him to learn the city and know where the event shall be held to make sure that when the time comes he won't be stranded in a strange town. We shall book him a three week stay at Sarin hotels with all necessary services.

Number in party.

Mr. Walter will be travelling with his personal assistant and one bodyguard hence all reservations shall be tripled. A total party of three persons shall be in the records.

Reason for specific destination.

This destination has been selected as to the city hosting the business conference. Proximity to the conference hall should be a priority when selecting the destination for Mr White. Sarin hotels in Lower Hutt, a city in New Zealand is the perfect destination as the conference will be held at Sarin hotel, Lower Hutt.

How it fits customer needs and wants.

Sarin hotel at Lower Hutt fits the customer needs as he wants proximity to the conference hall. It is basically the host of the conference.It fits customer wants as the hotel has ice games hence they can play some of the ice games within the hotel premises.

How the activities fit needs and wants.

Proximity to the conference hall ensures that Mr. Walter makes his daily trips to the venue in time and without getting exhausted. This is because the conference will be held at Sarin hotels.

The games offered at Sarin hotel shall help him socialize with his business partners hence promote good business atmosphere between them. He shall even make new partners during such time to boost his business.

How transportation fits his needs and wants.

The transportation which is by air fits his need as he shall arrive at his destination early enough to prepare for the conference.

His wants shall also be met by the company tour van which shall transport them to the country side for more sports at tourism hence team bonding.

If it fits the rest of the profile.

The nature of the trip is directly complementary to the mode of transport, which is by air. Business trip to far places requires a fast enough means which should be equally comfortable and safe.

Level of expectation. Mr. White expects the best mode of transport hence air will fit his expectations.

Class of travel. He is supposed to travel business or first class, which is available in flights hence fits the purpose fully.

Communication. Flights have access to zoom and conference video calls. This will fit his communication requirements.

Length of stay. Airlines allow for people to book return tickets even after a month hence will fit his length of stay as he will simply catch a plane back home after his time of stay expires.

Number in party. He will be travelling with 2 companions hence can all take the flight as the aeroplane can accommodate large number of passengers.

Marking guide

1.Use of visual aids/brochure

2.Meeting and greeting

Smile at Customer

Offer Seat

Introduce yourself

Organised and other work set aside, pen and paper ready

1.Qualify the customer

Did the consultant ask open questions?

Did the consultant ask closed questions?

Did the consultant control the conversation?

2.Product recommendation

Did the consultant offer the brochure?

Did the consultant name a particular product?

Did the consultant discuss booking terms and conditions?

3.Features and benefits

Were features of the chosen product discussed with the customer?

Were benefits of those features explained to the customer?

4.Additional products

On sell - did the consultant offer a product not originally requested?

Up sell - did the consultant increase the value of a product requested? (e.g. economy to business class)

5.Overcome objection

What objection did the customer have to the proposed holiday?

How did the consultant overcome the objection?

6.Close the sale

Did the consultant ask the customer if they would like to make a booking?

Did the consultant obtain the customer's details?

Did the consultant advice the customer when they would next be in touch?

7.Communication techniques

Face to face class observation

Did the consultant listen to the customer?

Did they make eye contact and face the customer?

Did the consultant smile?

Distance students

Communication techniques to be described in the role play script

Description of listening techniques

Description of body language

Description of communication between customer and consultant

8.Documentation handed in:

Script (for students who conduct role play)

Basic itinerary developed for role play/following observation