If you are working or planning to work in the tourism industry these manuals are for you. These manuals will help you: learn how to uncover your customer’s needs and how to work and communicate with them, how to compete and successfully sell your products and services, how to create and maintain quality customer relations and how to handle customers complains to turn their dissatisfaction into loyalty. In these manuals you will find answers to important questions, practical sales and marketing tools and tips, and how to use them to get more satisfied and loyal customers.

THE CUSTOMERS IN TOURISM SECTOR

Who are your clients / customers?

Why do you need to know your customers?

How can you increase customer satisfaction?

What are your customers needs and wants?

What do you really sell to your guests / clients?

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HOW TO COMPETE IN TOURISM SECTOR?

What differentiates you from competition?

How can you be better than competition?

What is your extended service offer/advantage?

How to influence other people/customers?

How to ask questions and actively listen?

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HOW TO BUILD CUSTOMER RELATIONS?

How do you get and keep new guests?

Why do you loose your guests / customers?

How can you avoid misunderstandings?

What is feedback and why is it important?

How to give and receive proper feedback?

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HOW TO BUILD CUSTOMER LOYALTY?

What is customer / client loyalty?

How to create customers / clients loyalty?

How to manage customers objections?

How to manage / answer price objections?

How to handle customers who are complaining?

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