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

scenario -

A customer wants to go to a Queensland for their holiday and as a travel agent, am required to help

them plan, choose and arrange their holiday. I work to a budget set out by the customer and offer

advice and opinions on ideal places to explore. The customer's purpose for going on a

holiday is for leisure. The customer expects to travel smoothly without any inconvenience, to have

the best accommodation and services and to be involved in activities that would help them relax

their minds.

The customer needs for the holiday is to be accommodated in a luxury hotel, be given

the accessibility to a gym and beauty areas and adventure tourism. The customer would also want to

have a better experience of the beautiful beaches in the island, water sports and coral reefs and also

explore the national parks and rainforests within the island. The customer

would want to travel using a plane directly into Hamilton Island airport which is found in Queensland

Island and also use helicopter tours and boats to travel within the island. The customer requires

telecommunications network within the Island, which is available, to ensure that they can

communicate from the Island. The customer expects fast delivery of service by

the employees at the place of accommodation and generally by the travel agency. The time frame in

which the customer will stay for the holiday is two weeks. The number of customers that will be

available in the party will be approximately 10, where some are travelling as lone travellers, among

them my customer and others will be travelling as families.

Queensland Island is my particular choice of destination since it comprises of several islands, each

with many different activities suitable for the customer. Some services need to be

considered for my customer. The services include tour guiding services for guidance around the

national parks, vehicle rental for exploring around the Island and since the customer is a loner

traveller and fitness centres to provide workout activities for the customer. The Island fits the

customer's needs and wants since, it has spas where the customer can relax, national park and

rainforests for adventure, beaches, coral reefs and luxury hotels for accommodation. There are

helicopter tours in Hamilton Island and boats which sail from Airlie beach. The Queensland Island

has a lot of leisure activities where the customer can have leisure time. Availability of spas will

enable the customer to relax and night clubs to have fun.

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