Matkailun myynti- ja jakeluprosessien johtaminen (10cr)

Objective

The students
•can assess the customer orientation and efficiency of domestic and international multi-channel tourism sales and distribution systems
•can choose customer-oriented and cost-efficient sales and distribution channels for a tourism SME
•can adapt a company’s operating processes to meet the requirements of electronic systems
•manage and develop different sales and distribution processes in accordance with a company’s strategic objectives
•utilize and maintain CRM systems
•create customer-oriented, easily sold, service-designed tourism experience packages
•price tourism products based on their value for the customer, the market situation, and costs
•apply technology-based sales tools
•manage the activities of sales and distribution staff based on ethical sustainability
•innovatively exploit the potential of the tourism cluster and the business environment
•master personal sales work, utilizing their individual strengths in it
•identify the risks involved in tourism sales
•can build sales and distribution operations and both qualitatively and economically development-oriented follow-up systems

Content

•Focal perspectives: internationality, technology, ethics, personal communication
•profitable business
•customer relationship management: systems, profiles, foresight information, purchase behaviour
•the relation of sales and capacity
•tourism sales channels (multiple channels)
•tourism distribution channels
•other tools of the sales process (manual and technological)
•e-commerce
•the goals, analysis, implementation, development and management of the sales process
•utilization and development of tourism distribution processes
•customer-oriented and sellable service packages
•Mass customization
•different pricing principles
•personal sales work
•sales follow-up systems

Qualifications

The students can manage the customer-oriented business, service and production processes of a tourism company. They can develop experiential tourism products using service design. They know the tourism branch and cluster as well as the factors affecting tourists' bahaviour.

Assessment criteria, satisfactory (1)

The student shows through a practical development project how well he/she meets the objectives of the course. Assessment: self-assessment and external assessment by a person representing the world of work and by a member of the JUA personnel