The total tourism and hospitality experience consists of both products and services. Products are considered more tangible whilst services are intangible in nature. Recognition and an understanding must be developed of the key differences existing between a product and service before they may be marketed more effectively. The marketing concept implies an organization aims all of its efforts at simultaneously satisfying its customers and achieving its own corporate goals. Up-selling is a marketing tool used in an attempt to have the consumer purchase more expensive items, upgrades, or other add-ons in an attempt to make a more profitable sale. Training employees to up-sell during the selling process may lead to increased consumer satisfaction through value adding as well as increased profits for the organization.
The total tourism and hospitality experience consists of both products and services. Products are considered more tangible whilst services are intangible in nature. Recognition and an understanding must be developed of the key differences existing between a product and service before they may be marketed more effectively. The marketing concept implies an organization aims all of its efforts at simultaneously satisfying its customers and achieving its own corporate goals. Up-selling is a marketing tool used in an attempt to have the consumer purchase more expensive items, upgrades, or other add-ons in an attempt to make a more profitable sale. Training employees to up-sell during the selling process may lead to increased consumer satisfaction through value adding as well as increased profits for the organization.
General Note
Originally released by Video Education America (VEA), 2008.
Streaming video file encoded with permission for digital streaming by Infobase on May 07, 2015.
Content Note
Defining a Product (4:55); --Difference Between Products & Services (4:44); -- Marketing Concept, The (5:05); -- Upselling to Add Value (5:17); -- Training Staff to Upsell (7:19); .
