Pages:
1 page (275 words) Double spaced
Type of paper:
Coursework High school
Discipline:
English 101
Title:
Let’s Take a Trip
Sources to be cited:
0
Paper format:
APA
Paper instructions:
Overview
You are a Customer Service representative at Trexpedition, an international travel booking company. Trexpedition offers a variety of services for booking all aspects of travel, including flights, hotels, rental cars and excursions. Customers who are looking to book new trips will be directed to you and your team. In this Project, your boss has asked you to document the consumer decision-making process using a mind map. A mind map is a graphical way to represent ideas and concepts. Using the mind map tool to document how customers make decisions will help you better understand how to most effectively assist each customer, and allow you to accurately identify opportunities for cross-selling or upselling Trexpedition’s services and excursions.
Directions
Review the Project resources to learn about the consumer decision-making process, cross-selling and upselling. Then review the resource titled “Scenario for Mind Map” to see the example scenario your boss has provided for you. Next, use the mind mapping tool provided in the Project resources (or another tool of your choice) to create a mind map that illustrates how to assist the customer in the scenario during each stage of the consumer decision-making process. In your mind map, include the following for each stage of the consumer decision-making process (need recognition, information search, evaluation of alternatives, purchase decision, or post-purchase evaluation):
The name of the stage
A description of the customer’s behaviors
The actions you would take to assist the customer
Give your mind map a title that is relevant to the scenario (such as “Consumer Decision-Making Process” or “Susan Smith’s Experience at Trexpedition”). Include your plan for offering at least one cross-sale and one upsale that would meet the customer’s needs. Offer these only during the most appropriate stage of the customer’s decision-making process—otherwise you might lose the sale! See the resource titled “Excursions and Services” for a full list of optional add-ons offered by Trexpedition.
Note: You will need to include short descriptions within most boxes of your mind map to reach mastery on this Project.
Follow the mind map resource instructions to save your mind map as an image (PNG) file, and submit it as your deliverable for this Project. Submit a separate APA reference page.
Scenario for Mind Map
Directions: Your boss has provided an example series of phone calls that a Customer Service representative might deal with. Use the mind map tool to demonstrate how to assist this customer during each stage of the consumer decision-making process.
★ Call 1: Susan Smith has never called Trexpedition before. You collect her basic information, then learn that she and her husband are celebrating their 25th anniversary soon and she needs to get him a gift. She is not sure what to purchase. Some of her friends have gone on trips before, but she has never left her home state.
↓
★ Call 2: Susan calls you to learn more about Trexpedition. She is now considering purchasing a trip, and she would like to learn more about traveling.
↓
★ Call 3: Susan has decided that a trip would make a fine present, and she calls you back after talking to another travel company. She is comparing the trip Trexpedition offers to London and Paris with the trip a competitor offers to Venice, Florence and Rome. The trip Trexpedition offers is a little more expensive but includes more meals included and lasts for a longer period of time. She and her husband would like to be able to explore the area on their own and spend some time apart from the tour group. She asks if this would be possible. After your conversation, she says she needs to talk to her husband before she can make any decisions, and then hangs up.
↓
★ Call 4: After she talks with her husband, Susan calls you back. Her husband is scheduled for surgery a month before the trip to London and Paris departs, but she has decided to purchase it anyway. She just hopes he can fully recover by then.
↓
★ Call 5: Five weeks after Susan and her husband’s trip to London and Paris, you call her to get her feedback about the trip.
http://cfaresources.s3.amazonaws.com/AA%20General%20Studies/Transforming%20the%20Customer%20Experience/Analyze%20Customer%20Needs/ExcursionsandServices.pdf
https://mycfa.force.com/learning/LearningProject?gId=a040L00000Wu054&lpId=a1A0L000009PfGMUA0&path=Blue&pId=a030L00000HY4LYQA1
https://www.mindmup.com
To submit your Mind Map, click “File” in the top left corner, then click “Download as” and select “Image.” Under “Format,” select “PNG,” then click “Export.”
Theory behind mind maps” to learn the general characteristics of a mind map.
http://www.mindmapping.com/mind-map.php
Read this article, which describes the stages in the consumer decision-making process.
Review slides 1–17 of this presentation, which provides an introduction to cross-selling and upselling.
https://www.valleysbdc.org/wp-content/uploads/2013/05/Business-Smarts-Up-selling-and-Cross-Selling-June-2013.pdf
The Rubric is used to evaluate your Project. Satisfying all of the Rubric criteria shows that you have mastered the project and the relevant competencies.
Criteria Mastery?
Mind map identifies the name of the stage of the consumer decision-making process is occurring on each call
Yes
Not Yet
Mind map includes a description of the customer’s behaviors during each stage of the consumer decision-making process
Yes
Not Yet
Mind map provides the actions for assisting the customer in each stage of the consumer decision-making process
Yes
Not Yet
Mind map includes a plan for offering at least one cross-sale and one upsale at an appropriate time that would meet the customer’s needs
Yes
Not Yet
Writing is clear, with no major errors
Yes
Not Yet
Any sources of information are cited using APA format, with no major errors
Yes
Not Yet
Comments from Customer
i upload the article
The question just to help the write master the assignment. It’s a rubric.
I upload the directions and everything else.
Follow the mind map resource instructions to save your mind map as an image (PNG) file, and submit it as your deliverable for this Project. Submit a separate APA reference page..
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