CRM ASSIGNMENT

SUBMITTED TO:- SUBMITTED BY:-

Dr. Ashutosh sir Ashu sharma
Shashwat jain
Devashish srivastave
Naresh kumar
Sagar rathore
Study the pattern of booking tickets by tour operator
in your area and explain in detail how they evaluate
the behaviour of their customer. Also analyse all the
aspects that takes place in the complete process?
Introduction
Well to purchase a service which is intangible in nature is
a very difficult task for consumer and for seller to sell its
services.
If the services is for tourism that make it more difficult
for consumer to purchase it as it requires more cost and
you are travelling to another country which is unfamiliar
to you.
So here we will share how tour operators influence the
consumer to purchase their sevices and what factors are
involved in consumer purchasing decision for the
services.
The tour operator which we asked shares that it is very
complex and multilayered.
Here the consumer(tourist) buys an overall Experience
rather than a clearly defined product.
Consumer Experience and related factors are heavily
influenced by external factors.
Customer queries at the time of booking
tickets
Similar Queries that the tour operator face while
booking tickets of customers are:-
What is the best time for this destination?
What are the things include in the tour package?
What are attraction points to visit there?
Currency conversion and visa avail facility is there?
Many customers are well informed with the
destination beforehand and it become easy for us as it
give better understanding in conversation
There are two factors which influence the tourist to
purchase a particular tourism product which is divided
into two:-
1. Motivators :- Those factors which motivate the
tourist to wish to purchase a particular product.
2. Determinants :- Those factors which determine to
what extent tourist are able to purchase the product
they desire.
Lets discuss these factors in brief..
MOTIVATORS
Motivation factors in tourism can be spilt into two
groups:-
 Those which motivate a person to take holidays. ( can
be due to past experience with the product)
 Those which motivate a person to take a particular
holiday to a specific destination at a particular time.
DETERMINANTS
Determinants can be of two types:-
 Those factors which determine whether or not
someone will able to take a holiday or not
 Those factors which determine the type of trip, if the
first set of determinants allow a holiday to be taken.
Determinants can be
 the destination for the trip.
When the trip will be taken.
The mode of travel to be used.
The duration of the trip.
The activities undertaken by the tourist during the
holiday.
How much will be spent on the trip.
 Influential factors provided by tour operator to
consumers which can affect their buying process.
 They develop customized product for its customer as
per their need.
 They provide information regarding their travelling
like climate , visa information , destination cultural
attractions etc.
They also give discounts for like customers looking for
bargains with limited incomes and they reassure their
safety by providing good facilities
Thank you