©VANIN

b Action: practice the strategy for engaging with customers at a travel fair by executing all three roles. Each dialogue should last about two minutes. Pay attention to your body language.

c Reflection: student A will give you feedback here if you had the role of student C. Afterwards, also check the checklist yourself after you’ve played the role of staff member.

Checklist: engaging with a customer at a travel fairMy classmateMe

1 Preparation

• I read and studied the strategy on how to engage with a customer.

2 Content

• I welcomed the customer.

• I asked the customer’s name and used it throughout the conversation.

• I asked whether the customer would like a refreshment.

• I asked open questions to figure out what the customer needs or wants.

• I asked how I could follow up with the customer.

• I ended the conversation appropriately.

• I used appropriate body language.

3 Language

• I used correct vocabulary.

• I used correct grammar.

• I paid attention to my pronunciation. Feedback

HOW TO engage with a customer at a travel fair

Use appropriate body language, such as:

• eye contact

• appropriate smile

• natural gestures

• straight back

Welcoming the customer

Engage in a warm and inviting manner, show interest. Smile and make eye contact. If appropriate, shake their hand.

Welcome, my name is (…), and yours?

If you have something prepared, offer them a refreshment. Would you like a drink? Would you like a snack?

Make sure to avoid questions like:

Can I help you?

What can I help you with? What can I do for you?

Use the customer’s name.

2 Asking questions

Ask specific, open-ended questions, using wh-question words, or start with a suggestion. Remember: you need to find out what the visitor needs and what you can sell them.

• What are you looking for at this event?

• Are you here as a traveller, or as a travel agent?

• Maybe this (product, trip…) would be interesting for you.

• What type of trip are you interested in?

• We offer great group trips to a number of destinations.

3 Following up

Before the fair, decide with your team which way is appropriate to follow up with a potential customer.

• If you would like to sign up to receive more information, you can leave your e-mail address here.

• Please take our brochure with you. You can find our contact details inside.

• Would it be OK if I follow up with you via e-mail or with a phone call?

1 4

Thank you for joining us. We look forward to working with you in the near future.

HOW TO write a request Before writing

Why are you writing?

Think about what you need and when you need it.

Why & what? Be prepared

Do you have a professional email address?

Find the specific address for the person you need. Sending your request to a general email address makes it more likely to be denied.

1 While writing

Be polite

Since you have a request, be quite formal. Don’t use abbreviations or emoticons.

2

Keep it short and simple. Be direct about what you are asking.

Mind the structure

Subject

Write a short and simple subject in the subject line.

Salutation

Introduction Who are you? What is the reason for writing?

Main message

Write out your request and call for action. Be as specific as possible. Also add a way for the recipient to deny your request.

Ending

Full name

In a professional setting, you can also add your role / job, department, company, contact details.

Dear Mr / Ms / Mrs / Mx Roberts, (if you know their name and preferred title)

Dear Sir or Madam, (if you don’t know their name)

After researching companies that offer luxury cruises, I am writing to you for a project.

In May, we will host a travel fair at our company, and we would be interested in displaying information about your cruise catalogue. Would it be possible to send us some promotional materials?

In order for us to properly plan our activities, it would be great if we could receive the materials by April 20th.

Please do not hesitate to let us know if you are not interested or able to collaborate with us.

I would love to hear from you. / Thank you in advance. Kind regards, / Best regards, / (Yours) sincerely (if you started with Dear + name,) Yours faithfully, (if you started with Dear Sir or Madam,)

John Peters Manager The Company

After writing

Edit

Avoid mistakes. Re-read your email and re-write parts if necessary.

Hit the 'send' button.

3

CHECK OUT: RUNNING A STALL AT A TRAVEL FAIR

Orientation

Your class is going to set up a travel fair. You are going to install a proper booth and receive guests.

Preparation

Your teacher will give you a destination.

1 Collect information and promotional materials from a tourism organisation to use in your booth. If there is a theme for the fair, take that into account.

The destination you are assigned is

The theme of your fair is

The tourism organisations you are going to contact are

Action

2 Install your travel booth and work with your classmates to ensure that the travel fair is cohesive.

3 Welcome guests at your booth and engage with them. Inform them about your travel destination. SPOKEN INTERACTION

Reflection

4 Reflect on your task by filling in the checklist.

Checklist: running a travel fair booth Yes I think soNo

1 Content

• I sent out a request for materials.

• I picked out good travel brochures and materials to display.

• I engaged appropriately with visitors.

• I used proper body language.

2 Language

• I used engaging language with the guests.

• I wrote a proper email (request).

• I used correct vocabulary.

• I used correct grammar.

• I checked my spelling, capitalisation, and punctuation.

• I paid attention to my pronunciation.