Unit 2- A Shift from Supplier to Customer Focus

Unit Overview
Travel agents proactively provide the benefit of their knowledge and expertise. They are loyal
to their customers and maintain intimate knowledge of their needs. They offer value-add
services and partner with suppliers to secure the best products and
services.

Unit Objectives
After completing this Unit, you will be able to: UNIT GOAL

• Define the role of the travel professional for suppliers This Unit describes the
• Define the role of the travel professional for their customers value, service and
• Identify the benefits of building customer loyalty expertise that travel
• Describe the key stages in a sales cycle professionals bring to
their relationships with
Real World Application both customers and
This unit defines the value of your services that justify charging fees. suppliers.
Your service value is in providing a high level of customer
satisfaction resulting in customer loyalty. Customer loyalty brings
repeat business and referrals. By focusing on the sales cycle and selling with enthusiasm you
can deliver the level of customer satisfaction that makes a fee program successful.

Time: approximately 20 minutes

Travel Agency Fees:

A Professional Approach