Free Essay

New Orleans

In: Social Issues

Submitted By Alex0902
Words 1547
Pages 7
Sender/Receiver
Sender: We represent the head of sales board of an international Travel agency.
Receiver: Because of it is a last- minute bundle we are offering I suggest we provide this special bundle for younger people and elderly. Because of: Elderly have got enough time to inform there selves for the big deal flight and they love to travel to America. Younger people like our age because of they haven’t got this much money and they also look out for a price to money related flight.
Both groups tend to be curious and they also want to help.

Also the travel agents are receivers because they must be informed about new deals. They are at the front to get to know this new product to the customers.

1. Channels
We’ve chosen the following channels because of they are cheap.
Email/Homepage/Radio/Travel agency/postal Mail as backup

Email advantages: It is cheap and indeed very fast. You can inform people by now, that means that they get information about deals which can be just 5 min. old. You can get in contact with each other.

Email disadvantages: Who can make sure that the client will read or even get the message? Who can make sure that the client is using the internet? How can we make sure that the client will get in contact with us? It is a medium which is direct but on the other side it is anonymous.

Homepage advantages: We can provide the receivers with as many information as we want to! We can get in contact with the customer if he likes to fill out the contact formula sheet. He can even phone us direct or can even more book online by clicking through a direct booking sheet. We can show ads at some highly visited pages as aol.com or else.

Homepage disadvantages: Who can make sure that the client will get to our homepage are we on google.com the first entry? Is the majority of people able to use the internet or are they even provided with the tools to use internet? It is anonym. We can’t make sure that the client will book. We can not control what he is doing on the page (just in a limited way by an ideal layout structure)

Radio advantages: we will choose the most frequented radio stations and will limit it to just a few ads. We will provide the clients with our ads in the morning and the evenings when they are going to work, school, or university or just taking a shower so let’s say half past 7! The radio ad can be funny so that the potential customer can remember the saying. Radio can be a warm medium. We will address the ad directly to the customer so that everyone is addressed!!

Radio disadvantages: Who can we make sure that the customer will hear the radio ad? How can he or she reply on the ad? It is not a direct medium which allows the customer to answer directly. We do have to make sure our name is famous and they immediately can relate this spot to us. So that they can look us up for example in the yellow pages or in the internet and find us on the first entry. How can we make sure that they get the message? It must be clear!!

Travel agency advantages: Face to face conversation, there is someone who can provide the customer with information, the customer can ask can be helped and the most important thing is that there are two human beings involved. Best way to sell this bundle. At least in my opinion. You know immediately if the person will book or not.

Travel agency disadvantages: Hence there is a human being involved it must be more expensive. That means we can not name it a bargain but price-money related.

Postal Mail as backup advantages: We will provide customers with direct postal mail when they haven’t got an email address. We will also make some adverts by planning invest into so called mail shots (black and white) it will be provided with email address, phone number postal address and homepage of us!! So that the customer is able to contact us anyway.

Postal mail as backup disadvantages: How can we make sure that our letter will be read and not thrown away? How can we make sure that the letter will be answered? It must look like an original handwritten and for each customer tailored letter. It must be (the white ones) addressed.

Alternative channels that could be used: Television, Leaflets in Magazines, Flyer on the street, big tablet adverts in the streets, etc…

2. Message that will be sent
We are offering one fixed and made up bundle. It will inform the customer in detail about the actions that will take place. It will say what is included and what’s not. We won’t say anything in our adverts/Homepage/Newsletter/etc that could irritate the potential and existing customer. We have to make sure that it’s as clear as we would like it as a customer.

We will also use the symbol of help because of everyone is open to help but on the other side we don’t betteln we always must be as professional as our company is. We will also use the symbol of that our deal is a cheap but worthful one!

I personally do not think that any irritation should occur because we do not want to fool the customer by napping them!!!

3. Feedback
What kind of feedback??
The feedback in my opinion should be the booking or a quote. Others could be quote on other bundles or travels. We can also have complaints about spamming there mail accounts and their postal mail boxes.

Email: Feedback can be expected directly by email. For sure the customer will be provided with our phone number but I guess I would send an email. Cheaper, faster! The receiver is one of our salesman who can the directly process the email quote, booking or whatsoever.
Homepage: Feedback can be send by a contact formula sheet which will be send to one of our salesman to handle the problems or questions the potential customer has. They can also book only and they will be guided through the online booking step-by-step and this will be also directly updated to our system.
Radio: The feedback will come through our call centre which will if there are any more detailed question be forwarded to our salesman again. The customer could also get in contact by email or mail!
Travel agency: Because there is a one to one conversation ongoing the feedback will be provided by verbal and nonverbal communication. The feedback is direct and let the seller know if the customer likes the product and will purchase or not.
Postal Mail: The feedback will be sent probably only by mail, although people can phone.
Alternative channels: Almost everything else will be transmitted by phone.

4. Setting
Problem of every channel –apart from the travel agency- is that we can not see what type of customer is the one on the other line! That means that we have to handle everyone in the same manner. The effect is that anyone is anonymous. Even on the phone you can just say his or her name and the way he or she talks, that’s it.
Problem is how can I gain from that?
I have to make the customer feel comfortable as much as it gets. The salesman has to be very professional, tolerant and very helpful regarding the product he’s selling.
Does it work for or against us?
I personally think it is neutral because it depends whether the customer likes to use the Internet or ordering by phone. We just have to make sure that he will be handled as soon as possible (no queues!!!!)
Can we change it to work for us?
Yes we can as mentioned above we are able to make the customer feel comfy by just remembering the key factures:
No queues both internet and phone
Direct response, no delays!!
Friendliness
Fair deal, no bargains!!

5. “Noise”
Problem is we have to handle everyone in the same manner and we have to be as individual as we can! That’s almost impossible that’s why “Noises” occur!
What type of noises can occur?
External noise:
Wrong colour of the email, advert, postal mail.
Travel agency is crowded.
The false smell of the letter.
Wrong paper.
False queue message, even the music played in the queue must be the right one.

Internal noise:
If they send an email and they are not able to send the message properly.
If the servers of ours are to slow.
The display of the customer is not able to show the window optimal.
The salesman must speak without any accent so that anyone is able to listen and answer
The salesman must write without any grammatical faults.

Psychological noise:
It’s hard to keep up with that but by being as individual as one can the customer will feel comfortable and helped by someone.

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