CRM ASSIGNMENT

SUBMITTED TO:- SUBMITTED BY:-

Dr. Ashutosh sir Ashu Sharma

Devashish Shrivastava

Shashwat Jain

Naresh kumar

Sagar rathore
Q. 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?

 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 services 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.

Let’s discuss these factors in brief...

MOTIVATORS
Motivation factors in tourism can be split 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