Notes that follow the text. There are some of the ways that travel agency can persuade the general public to have confidence in it and to use its services.

Part II

There are some of the ways that travel agency can persuade the general public to have confidence in it and to use its services.

Let's look first at staff appearance. It is important that all staff j are well groomed; that their hair is neat and tidy, shoes cleaned and well polished, their uniform pressed. If a travel agent looks pleasant and professional, people will be more willing to approach him and ask for help. Many customers decide to come in on the off-chance because they have looked in the window and are impressed by what they have seen inside the shop.

Once they do approach the travel agent the way he reacts is also very important. It is not necessary what he says but how he looks, it's what is called body language. Our facial expression, the way we use our hands, our body to convey what we really feel. So a travel agent has to try to maintain good eye contact with his client. This shows that he is listening. If he looks away clients will think the travel agent is no longer paying attention to them. So he needs to lean forward a little as this also shows he is concentrating on what is being said. He doesn't have to lean back as this shows he is uninterested. And he has to try not to fidget, as it can be very irritating.

However, when a customer first walks into the agency he has to be given some personal space. If you include unnecessary information they may feel that this holiday is not suitable for them after all. Then the travel agent has to give the client his full attention.

Imagine you are a travel agent. Then you should remember the following. In order for the customer to feel that you and the firm are efficient and reliable, listen carefully, and if possible take notes so you can refer back to them later. Maintain a professional manner throughout: that is, remember that everything that client tells you is in confidence. Never talk about one client in front of others. He also expects ypu to be loyal to your company. So never blame anyone else for an error, always give accurate information. If you are not sure of any of your facts, check them! Don't be afraid to admit if you don't know something but show that you are able to find out what is required. If you promise to find information, give it to the client at a later date, having told him when you intend to do so. And above all, remember that a client will remember the person, or the company, that not only does a good job, but who does something more than expected.

Vocabulary notes on the text

To have confidence in