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Unlock This CourseProduct knowledge is one of the most important skills for anyone working in the travel and tourism industry. When customers approach you for information, they expect you to be an expert who can answer their questions confidently and accurately. Having excellent product knowledge helps you provide better customer service, build trust and ultimately increase sales.
Key Definitions:
Having thorough product knowledge allows you to match the right products to customer needs, answer questions confidently, handle objections and provide accurate information that helps customers make informed decisions. It's the foundation of excellent customer service in travel and tourism.
With excellent product knowledge, you can increase customer satisfaction, build credibility and trust, boost sales through effective recommendations and reduce complaints by setting accurate expectations about what customers will experience.
In the travel and tourism industry, you need to be knowledgeable about a wide range of products and services. Here are the key areas you should focus on:
Flight options, train services, coach tours, cruise ships, car hire and transfer services. This includes knowledge of schedules, routes, facilities and booking conditions.
Hotels, resorts, apartments, villas, campsites and hostels. This includes star ratings, facilities, room types, board basis options and special features.
Geographic knowledge, climate, attractions, culture, currency, visa requirements, health and safety information and local customs and etiquette.
To provide excellent customer service, you need to continuously develop and update your product knowledge. Here are some effective ways to do this:
Take advantage of all available resources to build your knowledge base:
Sarah works as a travel advisor for TUI. When customers ask about holidays to Greece, she can confidently recommend specific islands based on her personal experience from a familiarisation trip. She knows which hotels have the best facilities for families, which beaches are sandy rather than pebbly and which resorts offer the best nightlife. Her detailed knowledge helps customers choose the right holiday and increases their satisfaction. Sarah keeps a notebook of customer feedback to enhance her recommendations and regularly participates in online training modules to stay updated on new properties and changes to existing ones.
Having knowledge is only useful if you can communicate it effectively to your customers. Here are some techniques for sharing your product knowledge:
Always adapt your information to the customer's needs and interests. Don't overwhelm them with unnecessary details, but focus on what matters to them. For example, a family with young children will be interested in kids' clubs and child-friendly facilities, while a couple might want to know about romantic dining options or spa services.
Support your explanations with brochures, photos, videos, maps and virtual tours. Visual information helps customers better understand what you're describing and can create emotional connections to destinations or experiences.
The travel and tourism industry is constantly changing. New hotels open, flight schedules change, attractions close for renovation and visa requirements can be updated. To provide excellent customer service, you must keep your product knowledge up to date.
Your product knowledge directly impacts the quality of customer service you provide. Here's how to use your knowledge effectively:
Before sharing your knowledge, listen carefully to understand what the customer wants. This helps you provide relevant information rather than generic details.
Demonstrate your expertise by confidently answering questions and offering insights that show you understand the product thoroughly.
Share insider tips and lesser-known information that customers might not find in brochures or on websites.
Virgin Atlantic trains its cabin crew extensively on product knowledge. Crew members must know details about the aircraft, seating options, in-flight entertainment, meal services and destination information. When a passenger asked about connecting transport options in New York, a crew member was able to explain the different ways to get from JFK Airport to Manhattan, including approximate costs and journey times for taxis, the AirTrain and subway options. The passenger was impressed by this level of knowledge and felt more confident about their arrival. This example shows how product knowledge extends beyond just the immediate service (the flight) to the broader travel experience.
Even with the best preparation, you'll face challenges in maintaining and using your product knowledge effectively:
Product knowledge is a fundamental element of excellent customer service in the travel and tourism industry. By understanding the products you sell, keeping your knowledge current and communicating information effectively, you can:
Remember that product knowledge is not static it requires ongoing effort to maintain and expand. The most successful travel and tourism professionals are those who are passionate about learning and sharing their knowledge to enhance the customer experience.