Of great importance in the adaptation of a tourist to the "new" are his individual qualities. Conditional selection of typical combinations of "new" and "familiar" ratio, which make up a certain typology of tourists, allows V.A.Kvartalny to distinguish four tourist roles:
1. an organized mass tourist. Tourist route is formed in advance for him. An organized mass tourist acquires a packed-in tour, perceiving and considering it as another commodity offered for mass realization; during the trip he takes almost no decisions. The ratio between "new" and "acquaintances" is the maximum of "acquaintances", the minimum of "new".
2.Individual tourist. The route for him is also planned in advance, but not completely, and this is the main difference between an individual tourist and an organized mass tourist. The individual tourist partially participates in the formation of the tour, controls the time of the trip and the route, is not limited to the framework of the group, all services are received exclusively from travel agencies. Dominant is the "familiar", but to a lesser extent.
3. The tourist is a researcher. Organizes a trip independently, avoids the beaten tourist routes, but prefers the comfort inherent in mass tourism, at accommodation, transportation, etc. Tourist - researcher tries to get closer to the local population. More active than
organized mass and individual tourists are detached from their "acquaintance", but under certain circumstances are ready to return to him. The "new" dominates, but there is little commitment to the "acquaintance" (12,125).
4. The tourist is a tramp. Actively abandons his acquaintance, rejects any form of communication with tourist organizations, considers conventional tourism "fresh", unattractive. Tourist - a tramp is inclined to do everything independently and counts only on himself. He does not have a fixed route, a schedule of movement, a clear purpose of the trip. He is completely immersed in the culture of the area, on which he travels. The "new" completely dominates the "familiar" (12, 126).
Thus, according to V.A.Kvartalny, the main variable on the basis of which the typology of tourists is formed is the ratio of "new" to "familiar". People travel according to age, income level, social status, occupation and level of education. And also classification of tourists depends on the way of life of people, their interests and values, on how people have fun, what kind of rest they love.
The process of service and sales of tourism products are interconnected. The better we serve the customer and sell him the more likely he is to buy it and come back next time. There are several factors that determine the level of customer service, which is highlighted by V.G.Gulyaev:
Availability of a comfortable office and facilities for quality service.
The traditional place of sale of tourist products is the office of the company. The efficiency of tourist activity depends on its condition. Cleanliness, accuracy, availability of office furniture, office equipment, as well as qualified and friendly staff - all this in the aggregate disposes of potential customers and affects the competitiveness of goods (5,301).
In accordance with the above draft standard the requirements for the office of the travel agency are regulated:
- design of premises for visitors and staff. The office should have equipped workplaces for the staff; technical support of operational activities (communication facilities, including fax, computer, copying equipment); equipment for storage of securities; seating places for visitors;
- availability of information for consumers. A copy of the state registration certificate; a copy of the license for tourism activities; a copy of the certificate of conformity; brochures, catalogues and other promotional materials disassembled for tours; and a sign with information on the working schedule (5,302) should be placed in an accessible place;
- Maintaining an optimal microclimate (air temperature and humidity). Convenient approaches to the office of the company.
2. Method of sale.
The process of selling a tourist product includes:
- Reception of the client and establishment of contact with him;
- Establishing the motivation for choosing a tourist product;
- Offer tours;
- Registration of legal relations and settlement with the client;
- Information support of the buyer.
Customer service is not limited to the elements of sale. On the eve of the trip, the employees of the company remind the tourist by phone of the forthcoming trip. After the end of the tour, it is necessary to find out the tourist's opinion about the trip, to determine the negative points and so on. All the defects that depend on you, try to eliminate, and the defects that do not depend on your work, take into account and consider the future. Share the joy of the trip with the client.
