B: Tune Your Offers to Fit Expectations
‘One size fits all’ is not a strong basis on which to operate your tourism business. As suggested previously, having differing offers for different market segments is a much stronger approach. This doesn’t mean that everything has to be different from one market to the next, only that the particular mix of available features can be customized to better suit different segments, and marketing messages can similarly be customized. The use of variable programming and packaging are particularly helpful in this respect. (Programming refers to special services, special events and special activities being offered at different times. Packaging refers to combining a mix of facilities, programming and services into a single product offer at an inclusive price.) This is also important to reach different price-level markets.
‘Have the right product and quality standard for the right market at the right time at the right price.’
B1. Facilities and Services
B1.1. Do you offer customers a selection of facilities?
| Yes | No | For More Information (This would be linked to the For More Information Page for each topic area) |
B1.2 Is there a mix of different customer services available at your business?
| Yes | No | For More Information (This would be linked to the For More Information Page for each topic area) |
B1.3 Are there options at different price ranges?
| Yes | No | For More Information (This would be linked to the For More Information Page for each topic area) |
B2. Experiences
B2.1 Do you offer unique and compelling experiences for your customers – activities and other things that will differentiate you from the competition?
| Yes | No | For More Information (This would be linked to the For More Information Page for each topic area) |
B2.2 Do customers have the option of choice among the experiences on offer?
| Yes | No | For More Information (This would be linked to the For More Information Page for each topic area) |
B3. Programming and Packaging
B3.1 Do you schedule programming and activities for different periods?
| Yes | No | For More Information (This would be linked to the For More Information Page for each topic area) |
B3.2 Do you offer value-added packages for different target audiences at different times?
| Yes | No | For More Information (This would be linked to the For More Information Page for each topic area) |
B3.3 Do you work with partners at the destination on offering more broadly-based packages?
| Yes | No | For More Information (This would be linked to the For More Information Page for each topic area) |
B4. Pricing
B4.1 Do you work to ensure your prices offer value to the customer while providing a profit to the business as well?
| Yes | No | For More Information (This would be linked to the For More Information Page for each topic area) |
B4.2 Do you offer different prices for different mixes of facilities and services?
| Yes | No | For More Information (This would be linked to the For More Information Page for each topic area) |
B4.3 Do you vary your prices by season, offering ‘deals’ in soft demand periods?
| Yes | No | For More Information (This would be linked to the For More Information Page for each topic area) |
B4.4 Do you engage in the practice of ‘revenue management’, varying prices based on the balance between demand and supply at different times?
| Yes | No | For More Information (This would be linked to the For More Information Page for each topic area) |
B5. Making the Sale (Booking, Reservations, Purchasing Policies)
B5.1 Does the business have a website with information on how to purchase your product/experience?
| Yes | No | For More Information (This would be linked to the For More Information Page for each topic area) |
B5.2 Does the business have a business phone line with voice mail?
| Yes | No | For More Information (This would be linked to the For More Information Page for each topic area) |
B5.3 Does the business have a toll-free phone number?
| Yes | No | For More Information (This would be linked to the For More Information Page for each topic area) |
B5.4 Do staff respond to phone or email messages and requests for information and reservations within 24 hours, throughout the year?
| Yes | No | For More Information (This would be linked to the For More Information Page for each topic area) |
B5.5 Does the business accept credit and/or debit cards?
| Yes | No | For More Information (This would be linked to the For More Information Page for each topic area) |
B5.6 Does the business have an established season and hours of operation? Are they posted on your web site and in other promotional material? Are these adhered to?
| Yes | No | For More Information (This would be linked to the For More Information Page for each topic area) |
B5.7 Does the business have a cancellation and/or refund policy? Is it explained on your web site, in other promotional material and to all customers making reservations?
| Yes | No | For More Information (This would be linked to the For More Information Page for each topic area) |
B5.8 Can customers and potential customers find your business? Do you provide clear directions on your website and other promotional material?
| Yes | No | For More Information (This would be linked to the For More Information Page for each topic area) |
B6 Quality Assurance
B6.1 Do you participate in Quality Assurance program(s) in your business sector?
| Yes | No | For More Information (This would be linked to the For More Information Page for each topic area) |
B6.2 Do you regularly monitor the cleanliness and state of repair of your facilities?
| Yes | No | For More Information (This would be linked to the For More Information Page for each topic area) |
B6.3 Do you monitor the quality of the delivery of services to your guests?
| Yes | No | For More Information (This would be linked to the For More Information Page for each topic area) |
B7. Environmental Practices
B7.1 Does your business take steps to:
- Reduce water consumption?
- Reduce energy consumption?
- Reduce solid and liquid waste?
| Yes | No | For More Information (This would be linked to the For More Information Page for each topic area) |
B7.2 Do you encourage your customers to engage in environmentally friendly practices?
| Yes | No | For More Information (This would be linked to the For More Information Page for each topic area) |
B7.3 Do you follow an environmental code of ethics for your type of business?
| Yes | No | For More Information (This would be linked to the For More Information Page for each topic area) |