SPECIALIZED SALES Welcome to Seminar 4

Review of unit reading material from textbook: Travel Career Development 8 th ed. Authors: Gagnon,P. & Houser, S.

When planning travel we must remember that there are a number of variations in demands of the people you will encounter. These variations will be in purpose, interest and, special needs. Page 282

Leisure and business are certainly areas of purpose. Think of some reasons for leisure travel? What can this entail?

Some reasons are: To do what they want, To relieve stress, To bring family together, To enrich their life, To regain energy and life!

Traveling to visit family and relatives can happen on the spur of the moment due to illness or death or can be planned months in advance and depending on the lowest travel fare. What can be variations in interests?

Shopping is the #1! Vacations planned around a specific theme are growing so the travel counselor should be aware of these specialties to be able to discuss these knowledgably with the customer.

This unit categorizes travelers with variations in special needs What groups might fall into this category?

Singles, honeymooners, religious groups, disabilities, senior citizens, and families as groups with special needs are some travelers

Senior citizens, over 65, are a growing part of the population and want to enjoy their retirement years. What do you think seniors look for when traveling?

Comfort and safety are among the top concerns. Many will travel in groups or be part of a group from a retirement home or 55+ community. Don’t stereotype this group by thinking they are too old for certain activities. The older generation enjoys traveling too! Page 284

What about family travel? How can the travel counselor assist this group for travel? Page 285

Special rates for children, pre-boarding, car seats for rental cars, children’s meals on planes and cruises are some along with children’s activities on cruises or hotels/resorts are some needs of this group.

What concerns might there be for travelers with disabilities? What would be considered a disability? Page

Disabilities may include: Impaired mobility Mentally handicapped Sight or hearing impaired Very elderly Need of oxygen or respirators Obese

Serving this population would be a great business because there are very few agencies in the US that specialize in this service. It is a matter of checking ahead to make arrangements with suppliers to accommodate the disabled traveler.

The ADA, Americans with Disabilities Act, has made in mandatory for new businesses such as hotels to accommodate the disabled and to make older existing hotels to provide as much accessibility as possible. Chapter 11 points out what some of these accessibilities must be. Can you identify some accommodations?

Entrance ramps, controls and locks must be within easy reach from a sitting position, safety bars in bathrooms, flashing lights for alarms for the hearing impaired.

Many older cruise ships do not have facilities for disabled but newer ships have designed rooms to accommodate this traveler. There may be problems at ports- of –call though so this is an area to research and ask questions of the traveler.

And of course if booking for this customer, check, check and recheck the confirmation to make sure all details required for the traveler are taken care of.

WHAT CONCERNS MIGHT THERE BE WHEN WORKING WITH A GROUP SALE? Group Sales

What concerns might there be when working with a group sale? Construct a profile of the group with possible interests, average age, reason for joining the group. Design the trip based on the average group member in terms of destinations and special needs. Page

Have a group contact or key person to handle and address all questions and deal only with this person. There can be chaos when more than one person makes decisions! Provide one option to sell to the group.

Special considerations when making group arrangements are: Dealing with a specialists for the carrier that handles group bookings; Special payment procedures or cancellations policies; Upgrades and discounts might be available for groups from hotels or airlines.

Almost 20 % of the population travel for business purposes. Success for this market means that both the company and the traveler must be satisfied.

What are some reasons for business travel?

Conventions Training Sales calls Handle internal company business Solve business problems Page

Some companies have their own employees in a travel department and they handle all travel and meeting requirements for the company. Or the company might require the services of a travel agency that specializes in business travel.

What are some needs of the business traveler?

Needs of the business traveler Prompt service, Correct travel, Car rental and accommodation arrangements, Ability to change a reservation quickly. Plans can change for a business quickly resulting in a change of travel.

And an environment suited for the traveler where he or she can complete some work or have a quick, peaceful meal. Business services such as availability of a fax and internet connection. Most hotels have a business center now and motels have Internet connection.

Gyms or exercise rooms are often looked for as a means to relax or keep up with an exercise regimen while on the road. It wasn’t long ago that hotels did not have hair dryers or very good lighting in the bathrooms; but, as women began to emerge in the business travel area hotels looked to gain the women traveler and included these things for that person.

The travel agency must follow the request of the company regardless of whether the business travel wants something else; for instance a non- stop flight when the company wants the lowest fare and this might require a stop.

Many organizations still hold meetings regardless of today’s technology with Internet, and faxes. What kinds of meetings do you think these travelers might look for?

Types of Meetings Conferences Conventions Clinics Workshops Lectures or seminars Symposiums Trade shows Exhibitions

When a person is making arrangements for companies to attend or sponsor these it involves more than travel. What are these other tasks?

Lodging, Room set up for various meetings at specific times, Airport or train transportation to the hotel or meeting site, Registration, Booking speakers,

More… Food and beverage for meals and snacks, Programs for attendees, Entertainment for attendees and families if invited. You can see that this type of job requires a person that is detailed oriented, great at time management and extremely organized.

Travel insurance There are many risks involved with traveling and as we mentioned in business there can be a need for cancellations. Travel insurance can help to avoid penalties and protect the customer when there is a cancellation of a trip. Page

Types of Insurance Flight insurance used for accidents in air travel. Travel accident and health insurance used to protect the traveler in case of accident or health related injury while traveling. Baggage and personal possession insurance is used to cover lost, stolen, or damaged personal possessions while traveling.

Trip cancellation or interruption insurance is commonly used to reimburse clients when they must cancel a non-refundable trip. Bankruptcy and default insurance in the travel carrier goes bankrupt. More often when the trip is charged the refund is handled through the charge card company as services not received.

Do you think it is up to the travel counselor to offer insurance to the client?

Travel insurance protects not only the client but the agency for any form of liability. It is best to offer insurance and recommend that the client purchase travel protection.

The agency could be held liable should the customer be harmed in a way that insurance could have covered. If the customer chooses not to purchase insurance be sure that you have that in writing!

References Gagnon, P. & Houser, S. (2005) Travel career development (8 th ed.). Canada: The Travel Institute

Next Week: Communication