Social selling online, through smartphones and social media, is one of the fastest growing sales trends

Social selling online, through smartphones and social media, is one of the fastest growing sales trends in hospitality and tourism. It has not fundamentally changed the selling process, but the elements of the sales process are slightly different. How would you describe the process in terms of pre-purchase, package construction and purchase, product use, and post travel?

Expert Solution

This is another great topic for class discussion. In the pre-purchase phase, potential customers will spend a lot of time researching their purchase. This takes place before the supplier even knows that the potential customer is looking for the service. They will tend to be looking on social media and review sites for inspiration and ideas.

Often customers will opt to put the package together themselves, so they will be making part-purchases, perhaps booking the flight, then looking for the accommodation, selecting excursions, and researching restaurants and attractions. The business needs to be linked online with other relevant businesses, making it easier for the customer to select the business as an integral part of their package. During the actual holiday, it is common for customers to be posting to social media and this should be encouraged along with hashtags, etc., to make the connection clearer for other customers.

After the holiday, the customer should be encouraged to review and endorse the products and services that have been provided. Customers should be thanked for good reviews and perhaps rewarded for their loyalty.

Junaid answered 9 months ago

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