Solved by Expert Tutors
Solved by Expert Tutors
Question

Description

Long-term relationships have become critical to the success of any client- or customer-driven business. The costs of acquiring customers and finding good business partners makes retaining these relationships vital to your success (Chron, 2017). Similarly, in travel and tourism industry, relationships play a vital role in maintaining customer loyalty and strategic partnerships.

In this roleplay-based task, you will be given two different simulated business relationship building opportunities through 1) a potential partner organisation, and 2) a major client. Roleplays will be assigned by your trainer/assessor, and rotated between the students in the class. For simulation and workplace context purpose, you will be provided with a sample/case travel/tourism organisation. Accordingly, you will play the role of a Customer Service Manager working with the organisation. Your trainer/assessor will also play the role of your manager.

The following organisation is used as a case organisation in this task. Further information can be accessed from the organisation website.

Note: This assessment task leads to the subsequent Assessment Task 2. Students are advised to keep copies of their work.

Case Organisation: Australian Tourism Data Warehouse (ATDW) http://atdw.com.au/

The Australian Tourism Data Warehouse (ATDW) is Australia's national platform for digital tourism information on Australia. Incorporated in 2001, it is jointly owned and managed by all Australian state/territory government tourism bodies.

The ATDW collects information via its partners then stores and distributes this information. Data includes product and destination information from all Australian States and Territories, with more than 40,000 listings. This content is compiled in a nationally agreed format and is electronically accessible by tourism business owners (operators), wholesalers, retailers and distributors for use in their websites and booking systems.

ATDW also plays an important role in industry education, helping tourism operators make the most of online opportunities and allowing them to attract and facilitate more online bookings. ATDW benefits Tourism Operators by providing a cost-effective solution to increasing their digital distribution and online exposure, and provides Travel Distributors with rich, flexible content in a central database to easily populate their websites.

Protocols and standards for establishing new business relationship include;

  • ▪ Meeting initiated by the manager and conducted in presence of the manager (trainer/assessor roleplay)
  • ▪ Only industry and sector-specific proposals for consideration
  • ▪ All business proposals must be negotiated
  • ▪ All negotiations to be monitored and approved by the manager
  • ▪ All new relationships must be formalised through an agreement
  • ▪ A regular communication schedule must be set
  • ▪ Client-focused attitude
  • ▪ Welcome clients/visitors/partners in a professional and confident manner

Page of 14

▪ Positive body language, courtesy, and respect for cultural diversity ▪ Be aware and follow all licensing and legislative guidelines

▪ Follow-up on all conversations and proposals efficiently

▪ Inform client of any changes to agreement as soon as possible

Considering the above organisational context, complete the following tasks;

Scenario 1: Strategic Partnership Opportunity

Role play scenario and set up will be provided for this task. Parties will be other students playing respective roles as instructed by the trainer/assessor. For negotiation purposes, prices and other details will be advised by your manager (trainer/assessor roleplay). The activity/meetings can be undertaken over different sessions as organised by your trainer/assessor.

DataRUs is a subsidiary of the major travel and tourism company ToursRUs. TourRUs had established DataRUs for the purpose of collecting and using industry data for its own business intelligence purposes. However, over the last two years, the databases have grown substantially, including customer/client preferences and trends from across the SE Asia and Australia. The Owner, Mr Lee is wondering if this new information and knowledge can be converted into a business advantage. Mr Lee knows about and deals with ATDW for various purposes. Mr Lee knows that while ATDW provides data distribution service from businesses to businesses, they do not yet have a business to customer model where products and services can be targeted to specific markets and consumer groups.

Mr Lee has sent his Business Manager over to ATDW to talk about a possible strategic business relationship.

Accordingly, undertake the following activities and take notes;

  1. Greet Mr Lee's Business Manager
  2. Introduce yourself and provide an overview of the company and its services
  3. Ask for the reason for visit
  4. Take notes and consult separately with your manager (trainer/assessor roleplay)
  5. Based on your manager's information, prepare preliminary proposal and terms
  6. Make an offer for a strategic partnership
  7. Discuss and negotiate offers and terms, applying learned negotiation techniques
  8. Advise the Business Manager from DataRUs that a formal contract will need to be prepared
  9. Conclude the meeting in a formal manner
  10. Askforpreferenceforcommunication
  11. Provide a brief report (one-on-one) to your manager (trainer/assessor roleplay) from your notes

Please note, parts of this task - formal business agreement - will be completed in the following Assessment Task 3. Ensure that you have noted and captured all the details.

This task will be observed and you will be assessed for your communication, listening, and negotiation skills, as well as adherence to company protocols and standards. Ensure that you maintain a professional (business-like) approach within the given role.

Scenario 2: Client Development

Role play scenario and set up will be provided for this task. Parties will be other students playing respective roles as instructed by the trainer/assessor. For negotiation purposes, prices and other details will be advised by your manager (trainer/assessor roleplay). The activity/meetings can be undertaken over different sessions as organised by your trainer/assessor.

"Destination Unknown" (DU) is a new online portal offering a different and unique experience to its worldwide customers - mystery holiday package deals. In their model, customer only need to choose a region or a continent as a desired destination and complete questionnaire (on budget, preferences, number of people travelling etc.). Based on the customer response, the website prepares and offers a number of options as "mystery tours". If the customers choose to accept, only one destination is revealed at the end of every leg of their journey. A typical tours duration is seven (7) nights and eight (8) days with at least three different cities. The company offers a complete package that includes airfare, accommodation, food, transport, entry fees, and all the taxes. Clients only need to pay a single tour price at the time of booking.

As the model is unique and innovative in the industry, the company is in need of a distribution service/partner who can provide the required data covering large regional and geographical areas. They have heard that ATDW can fulfil their needs. Accordingly, the CEO has arranged for their Marketing Manager to come over and talk to ATDW representative.

Accordingly, undertake the following activities and take notes;

  1. Greet DU's Marketing Manager
  2. Introduce yourself and provide an overview of the company and its services
  3. Ask for the reason for visit
  4. Take notes and consult separately with your manager (trainer/assessor roleplay)
  5. Based on your manager's information, prepare preliminary proposal and terms
  6. Make an offer for a mutual business partnership
  7. Discuss and negotiate offers and terms, applying learned negotiation techniques
  8. Advise the Marketing Manager from DU that a formal contract will need to be prepared
  9. Conclude the meeting in a formal manner
  10. Askforpreferenceforcommunication
  11. Provide a brief report (one-on-one) to your manager (trainer/assessor roleplay) from your notes

Please note, parts of this task - formal business agreement - will be completed in the following Assessment Task 3. Ensure that you have noted and captured all the details.

This task will be observed and you will be assessed for your communication, listening, and negotiation skills, as well as adherence to company protocols and standards. Ensure that you maintain a professional (business-like) approach within the given role.

Assessment Criteria

Student work will be assessed based on the following criteria. Students have also been provided with the assessment criteria in the "Learner's Guide" to ensure that they cover all the task requirements. The same criteria are used in the checklists in Section 8 (Student Competency Records) to record assessment outcome. The following criteria must be addressed for this task;

  • ▪ Completed the task as instructed within the roleplay
  • ▪ Effectively dealt with and played two (2) different roles in the given and varying business and
  • negotiation situations
  • ▪ Maintained the protocols and procedures of the activity and fulfilled the roleplays (2)
  • ▪ Used different approaches and strategies to deal with different business situations
  • ▪ Conducted and managed meetings in a formal manner, reflective of real-life business practices
  • ▪ Introducedselfandprovidedanoverviewofthecompany
  • ▪ Allowed parties/people to express their views and positions and listened actively
  • ▪ Demonstrated effective communication and listening skills
  • ▪ Demonstrated effective negotiation skills and successfully concluded negotiations
  • ▪ Sought information and approval form manager (trainer/assessor roleplay) for negotiations purpose
  • ▪ Used and conveyed the information accurately and in appropriate manner
  • ▪ Gathered all the required facts and information for agreement and consideration purpose
  • ▪ Maintained adequate notes and records of the meetings
  • ▪ Showed cultural sensitivity and mutual respect in both verbal and non-verbal communications
  • ▪ Conversation held was meaningful, substantive, and showed genuine intent and interest in the task
  • ▪ Maintained a positive body language, attitude, and personal presentation
  • ▪ Dealt with the concerned parties/persons in a sensitive, courteous, respectful and discreet manner
  • ▪ Provide a verbal report on each meeting and negotiation outcome


answer with

  • Word processed reports for the 2 meetings
  • Notes from the meetings (two different sets for each scenario)
  • This assessment task should be completed in a designated session in presence of a trainer/assessor. Parts of this assessment are observation based.
  • Students should upload the assessment tasks on the MEGA Student Portal in the respective unit.

Step-by-step answer

The student who asked this found it Helpful

m risus ante, dapibus a molestie consequat, ultrices ac magna. Fusce dui lectus, congue vel laoreet ac, dictum vitae odio. Donec aliquet. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Nam lacinia pulvinar tortor nec facilisis. Pellentesque dapibus efficitur laoreet. Nam risus ante, dapibus a molestie consequat, ultrices ac magna. Fusce dui lectus, congue vel laoreet ac, dictum vitae odio. Donec aliquet. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Nam lacinia pulvinar tortor nec facilisis. Pellentesque dapibus efficitur laoreet. Nam risus ante, dapibus a molestie consequat, ultrices ac magna. Fusce dui lectus, congue vel laoreet ac, dictum vitae odio. Donec aliquet. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Nam lacinia pulvinar tortor nec facilisis. Pellentesque dapibus efficitur laoreet. Nam risus ante, dapibus a molestie consequat, ultrices ac magna. Fusce dui lectus, congue vel laoreet ac, dictum vitae odio. Donec aliquet




cing elit. Nam lacinia pulvinar tortor nec facilisis. Pellentesque dapibus efficitur laoreet. Nam risus ante, dapibus a molestie consequat, ultrices ac magna. Fusce dui lectus, congue vel laoreet ac, dictum vitae odio. Donec aliquet. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Nam lacinia pulvinar tortor nec facilisis. Pellentesque dapibus efficitur laoreet. Nam risus ante, dapibus a molestie consequat, ultrices ac magna. Fusce dui lectus, congue vel laoreet ac, dictum vitae odio. Donec aliquet. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Nam lacinia pulvinar tortor nec facilisis. Pellentesque dapibus efficitur laoreet. Nam risus ante, dapibus a molestie consequat, ultrices ac magna. Fusce dui lectus, congue vel laoreet ac, dictum vitae odio. Donec aliquet. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Nam lacinia pulvinar tortor nec facilisis. Pellentesque dapibus efficitur laoreet. Nam risus ante, dapibus a molestie consequat, ultrices ac magna. Fusce dui lectus, congue vel laoreet ac, dictum vitae odio. Donec aliquet. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Nam lacinia pulvinar tortor nec facilisis. Pellentesque dapibus efficitur laoreet. Nam risus ante, dapibus a




or nec


trices ac magna. Fusce dui lectus, congue vel laoreet ac, dictum vitae odio. Donec aliquet. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Nam lacinia pulvinar tortor nec facilisis. Pellentesque dapibus efficitur laoreet. Nam risus ante, dapibus a molestie consequat, ultrices ac magna. Fusce dui lectus, congue vel laoreet ac, dictum vitae odio. Donec aliquet. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Nam lacinia pulvinar tortor nec facilisis. Pellentesque dapibus efficitur laoreet. Nam risus ante, dapibus a molestie consequat, ultrices ac magna. Fusce dui lectus, congue vel laoreet ac, dictum vitae odio. Donec aliquet. Lorem ip


ongue vel laoreet ac, dictum vitae odio. Donec aliquet. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Nam lacinia pulvinar tortor nec facilisis. Pellentesque dapibus efficitur laoreet. Nam risus ante, dapibus a molestie consequat, ultrices ac magna. Fusce dui lectus, congue vel laoreet ac, dictum vitae odio. Donec aliquet. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Nam lacinia pulvinar tortor nec facilisis. Pellentesque dapibus efficitur laoreet. Nam risus ante, dapibus a molestie consequat, ultrices ac magna. Fu


usce dui l

Donec aliquet. Lorems a molestie consequat, ultrices ac mpulvinar tortor nec facilisis. Pellentesque dapibus efficitur laoreet. Nam risus ante, dapibus a molestie


cing elit. Nam lacinia pulvinar tortor nec facigue vel laoreet ac, dictum vitae odio. Donec aliquet. Lorem ipsum dolor sit amet, consectetur adipisci


usce dui lectus, congs ante, dapibus a molesipiscing elit. Nam lacinia pulvinar tortor nec facilisis. Pellentesque dapibus efficitur laoreet. Nam risus ante, dapibus a molestie consequat, ultrices ac magna. Fusce dui

Subscribe to view the full answer

Subject: Business, Management

Why Join Course Hero?

Course Hero has all the homework and study help you need to succeed! We’ve got course-specific notes, study guides, and practice tests along with expert tutors.

  • -

    Study Documents

    Find the best study resources around, tagged to your specific courses. Share your own to gain free Course Hero access.

    Browse Documents
  • -

    Question & Answers

    Get one-on-one homework help from our expert tutors—available online 24/7. Ask your own questions or browse existing Q&A threads. Satisfaction guaranteed!

    Ask a Question
Let our 24/7 Management tutors help you get unstuck! Ask your first question.
A+ icon
Ask Expert Tutors You can ask You can ask You can ask (will expire )
Answers in as fast as 15 minutes