1. Customer relations 2. COMPETE IN THE TOURISM SECTOR IN TOURISM SECTOR
1. CUSTOMERS
2. COMPETE IN THE
TOURISM SECTOR
3. BUILD CUSTOMER RELATIONS
4. BUILD CUSTOMER LOYALTY

2. CONTENT I Customer relations in tourism sector
2. HOW TO COMPETE IN THE 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? ?
Authors: Tijana Sekulić
Miodrag Kostić
Tanja Cupać

3. learn more: Tourism market segmentation
Question
Think about
Important
Tools
How to
learn more:
learn more: Tourism market segmentation
Watch video
Read article
Info-graphic
Slide share
List of icons you will find in this presentation

4. you from the competition?
1. What differentiates
you from the competition?

5. Features tell - benefits sell
Why should clients / customers choose you?
Because of benefits they can get only from you
Features tell - benefits sell

6. question: Why should they choose you?
What you do better
than your competition:
Good location
Great view
Free transfer
Room service
Free internet
Espresso machine
Fruit basket
Guided tours
Tourist info
Free cable TV
Reasons to buy from you

7. Are your clients aware of the benefits they will receive?
NO, THEY TAKE IT FOR GRANTED!

8. Important: You must tell them WHAT they are getting

9. learn more: How do people purchase tourism products and services?
How people purchase tourism products and services? *

10. You must offer something different
Important: Why you must differentiate?
You must offer something different
to survive competition in tourism industry * *

11. learn more: Ten Mega Trends in Tourism 2016 *

12. 2. How to be better
than your competition?

13. NO, YOU MUST EXCEED THEIR EXPECTATIONS!
What can you do to be better than your competition?
Is it enough to meet your customer’s expectations?
NO, YOU MUST EXCEED THEIR EXPECTATIONS! *

14. how to: How to exceed expectations?
How to exceed your
customers expectations:
Smile
Be friendly
Be kind
Be honest
Be helpful
Be compassionate
Be truthful
Respond quickly
Reasons to become loyal customers

15. learn more: Most Amazing Hotel Rooms You Won’t Believe Exist!?
learn more: The best value destination to visit in Lonely Planet?
3.53 min
learn more: Most Amazing Hotel Rooms You Won’t Believe Exist!?
6.35 min *

16. Bed & Breakfast services compared
Info-graphic
Bed & Breakfast services compared
to traditional hotels

17. Why 3 in 4 travelers say B & B s offer better amenities than hotels
Info-graphic

18. B & B s can cost less than comparable hotels and offer much more value
Info-graphic
B & B s can cost less than comparable hotels and offer much more value

19. Many B & B s will arrange for flexible check-in and check out times
Info-graphic
Many B & B s will arrange for flexible check-in and check out times
Source:

20. extended service offer?
3. What is your
extended service offer?

21. question: Describe your competitive ADVANTAGES
What are the FEATURES of your service offer?
What PROBLEMS are solved by these features?
What are the BENEFITS from these solutions?
question: Describe your competitive ADVANTAGES *

22. tool: Make a list of FEATURES, PROBLEMS, BENEFITS
Consider: What's in it for your customers?
important:
Use the list to communicate the BENEFITS to clients! *

23. Why should the guest choose YOU?
YOUR EXTENDED SERVICE OFFER
Problem
solved by feature
Feature
of your offer
Benefit
for the guest
Airport transfer free of charge
Uncertainty of getting on time
Relax and don’t think about transfer
Pet friendly rooms
What to do with the pet?
Don’t have to leave your pet at home
Free child / baby care
What to do with the baby?
Don’t have to leave your baby at home
Why should the guest choose YOU?

24. tool: Create your own Feature-Problem-Benefit list
YOUR SERVICE / PRODUCT
tool: Create your own Feature-Problem-Benefit list
Feature of your extended offer
Problem
solved by feature
Benefit
for the guest

25. question: What should you offer?
HOTEL
example
question: What should you offer?
Internet (every room)
Breakfast in bed
Jacuzzi bath
Mobile phone charger
Espresso machine
Tourist information
Neighborhood guide
Telephone SIM card
Umbrella, rain coat
Towel basket
Toothpaste, brush
Bottled water
Mint on the pillow
And don't forget to smile
How to exceed expectations? *

26. learn more: Why you must exceed clients expectations?
Exceeding the Hotel Guest Experience: Anticipating and Executing Desires Flawlessly *

27. tool: How much is your Return On Investment?
tool: How much is your ROI?
Consider: What is in it for them?
Important: How much is your ROI influenced by your rating on booking web sites?
How much is the cost of your extended offer?
How can you calculate return on investment?

28. Is it profitable to exceed your guests expectations?
tool: How much is your Return On Investment?
tool: How much is your ROI?
Important: Calculate your return on investment
How much is the cost of your extended offer?
How much more you earned from extended service?
What is the ratio of the cost / benefit in Eur?
Is it profitable to exceed your guests expectations?

29. read article: How to earn social media attention?
Helpful Hotels: 15 Great Examples of Remarkable Service That Earns Social Media Attention *

30. other people/customers?
4. How to influence
other people/customers?

31. “One on one” communication
Important: 3 ways to influence people?
“One on one” communication
Words % what we say, verbal communication
Tonality % rhythm, volume, tempo
Body language % face, movement, breathing *

32. 7% 38% 55% WHY? WHY? WHY? Words Body language Tonality
No emotion is transferred 7%
Body language
Tonality
55%
38%
WHY?
WHY?
Emotion is transferred
Emotion is transferred *

33. Smiling Employees  = Smiling Guests 
learn more: 15 Biggest Body Language Mistakes To Watch Out For
Smiling Employees  = Smiling Guests 
learn more: Use Body Language to Increase Your Influence
8.23 min *

34. learn more: 10 Worst Body Language Presentation Mistakes *

35. “A smile is the shortest distance between two people”
- Harvey Mackay *

36. 5. How to ask
questions
and actively listen?

37. Prepare the FAQ - frequently asked questions
How do you practically influence people?
ASKING THEM QUESTION AND LISTENING
Prepare the FAQ - frequently asked questions

38. Because: Mr. Disraeli asked questions and listened
“When I dined with Mr. Wilde, I felt as though he was the smartest man in England.
But when I dined with Mr. Disraeli, I felt as I was the smartest woman in England.”
-Sara Bernar
Because: Mr. Disraeli asked questions and listened

39. Don’t talk about yourself, talk about your clients!
how to: How do you talk to customers?
Don’t talk about yourself,
talk about your clients!

40. Who is this video talking about?
learn more: Who is the HERO of this story?
2.4 min
Who is this video talking about? *

41. The most powerful method of influencing other people is asking questions and active listening!*

42. learn more: How to Win Friends and Influence People by Dale Carnegie?
learn more: Tony Robbins: How to Influence People and Get what you Want?
57.27 min
learn more: How to Win Friends and Influence People by Dale Carnegie?
9.00 min *

43. learn more: Active Listening: Tips for Effective Communication *

44. Use it when talking to your clients
tool: Make your own Frequently Asked Questions list
tool: How much is your ROI?
1. The FAQ questions your clients ask you
2. The FAQ questions you ask your clients
Use it when talking to your clients

45. “You can tell whether a man is clever by his answers.
You can tell whether a man is wise by his questions!”
- Naguib Mahfouz

46. learn more: Top 7 marketing tactics for ALL tourism businesses
How to market your services?
learn more: How to market tourism services in low season?
How to survive low season? *

47. Customer relations 2. COMPETE IN THE TOURISM SECTOR IN TOURISM SECTOR
Completed
2. COMPETE IN THE
TOURISM SECTOR
See more:
1. CUSTOMERS
3. BUILD CUSTOMER RELATIONS
4. BUILD CUSTOMER LOYALTY
Danube Competence Center
the association of tourism actors committed to collaborate in promotion and development of the Danube region as a high quality tourism destination.
danubecc.org