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

scenario -

Nature of Trip:Honeymoon

Level of expectation:1st class/ luxury

Customer needs:In celebration of marriage/honeymoon

Customer wants:beach honeymoon, full breakfast daily, snorkelling, cruise, in-house spa, gym, unlimited use of shuttle or transportation.

List of products/services:-in-house spa, cruise, snorkelling, unlimited use of shuttle or transportation

Reason: to fully experience a relaxing and luxurious honeymoon without the hassle of worrying about things such as transportation and individual booking of activities.

Class of Travel:1st class

Communication facilities:phone calls or video calls to office for emergency and business purposes

Speed of Delivery:3 months, for advance booking of flight, accommodation, activities, and applying for honeymoon leave.

Length of Stay:4 days to 1 week (5 days to a week is preferred)

Number of Party:2 persons

Reason for the particular destination:

-Queensland Islands:The Whitsundays

Reason: This place will surely just enhance the love and romance amidst the newlyweds. Being one of the top honeymoon spots in Australia with the best place for early morning scuba, snorkelling or if you're too besotted by the love of your life, to just simply unwind and savour the relaxing and luxurious romantic getaway.

-Hamilton Island Reef View Hotel, Queensland Islands

Does it fit the needs/wants of the customer?

-Yes,it fits the customers' needs to celebrate their marriage. Designed to especially accommodate couples for a romantic getaway or to celebrate their honeymoon, Queensland Islands: Whitsundays is the perfect place for such occasion. It has a very romantic feel with a very relaxing and luxurious atmosphere that fits the occasion. The proposed hotel also has a package that caters to the customers' wants.

How do the activities fit the need/wants of the customer?

-The activities cater to the customer's need and want since the package getaway fits the customer's needs and wants from the beach honeymoon, full breakfast daily, snorkelling, cruise, in-house spa, gym, to unlimited use of shuttle or transportation. The proposed package includes a full day trip with Cruise Whitsundays to the Great Barrier Reef, a half day trip with Cruise Whitsundays to Whitehaven Beach, an unlimited entry to Hamilton Island Wildlife for each person, use of catamarans, paddle skis, windsurfers and snorkelling equipment, use of the gym, spa, sauna and tennis court, and full breakfast daily.

How does the Transportation fit the needs/wants of the customer?

-The proposed honeymoon package includes unlimited use of shuttle or transportation (Unlimited use of the scheduled "Island Shuttle" service between 07.00am and 11.00pm, daily) that caters to the customer's wants to let them fully experience a relaxing and luxurious honeymoon without the hassle of worrying about things such as transportation.

Does it fit the profile of the customer?

-The honeymoon package, Reef Suite - Best of Whitsundays - Incl Full Breakfast for 2, is a package designed for couples on a romantic or honeymoon getaway. It provides for a luxuriously appointed suite with a 1 King bed or 2 Queens which faces the sea and has complete outdoor furniture to experience the spectacular sunrises and sunsets. The proposed package is designed to provide for a first class or luxury experience for the couple at the cost of A$5656 for 7 nights. VIP return Hamilton Island Airport/Marina to hotel transfers is also included. The hotel is equipped with free WiFi that you can access and conference facilities.

Include following in your script

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