Manual de atención al cliente

Argumentario

TurismeLa Vall

Rabab, Laura, Maria y Mey

¿Qué es un servicio?

Servicio

Definición:

Un servicio es una acción realizada por una empresa que busca satisfacer determinadas necesidades de un cliente mediante un conjunto de acciones generalmente intangibles.Nuestro servicio es una guía turística.

Segmentación

Mercado

Público objetivo

Personas dentro de nuestro mercado con ciertas características en común que compran o podrían llegar a comprar nuestro servicio..

Conjunto de consumidores o clientes potenciales que demandan un producto o servicio específico.

Índice

Servicio

Segmentación

Perfil público objetivo

Objetivos y estrategias

Servicio principal y complementarios

Pirámide expectativas

Argumentario

TurismeLaVall

¿Cómo hemos segmentado nuestro mercado?

COMPORTAMIENTO

DEMOGRÁFICAMENTE

GEOGRÁFICAMENTE

PSICOGRÁFICAMENTE

La segmentación de mercado es el proceso de división del mercado en subgrupo homogéneos internamente y heterogéneos entre sí.

Perfil de público objetivo

Demográfico: • Edad: 25-55 años. • Género: Ambos. Geográfico: • Nacional: Turistas de España (Madrid, Cataluña) • Internacional. Psicográfico: • Estilo de Vida: Exploradores, ecoturistas, familias.

Objetivos

cuantitativos

cualitativos

Conseguir que más de los visitantes sean jóvenes

Promover la cultura local

Implementar prácticas sostenibles/ eco amigables

Conseguir un 7% más de visitantes que el año pasado

Estrategias

Colaboraciones

Objetivos y Estrategias

Eco-Tours

Los objetivos han de ser: alcanzables, medibles, con plazo establecido de cumplimiento y con valor añadido. Las estrategias son métodos racionales y emocionales para conseguir alcanzar nuestros objetivos.

Promociones y descuentos

Presencia en redes sociales

SERVICIO PRINCIPAL

Coves de Sant Josep

Acueaducto

Castillo de La Vall d´Uxo

Iglesia del Santo Ángel Custodio

Coves de Sant Josep

Coves de Sant Josep

SERVICIOS COMPLEMENTARIOS

Les Moreres

Mon Piedra

El Guano

La Gruta

Passeig de les Grutes, 2, 12600 La Vall d'Uixó, Castelló

Avinguda Cor de Jesús, 3, 12600 La Vall d'Uixó, Castelló

Avinguda Jaume I, número 59, 12600 La Vall d'Uixó, Castelló

Paraj San José, Passeig de les Grutes, s/n, 12600 la Vall d'Uixó, Castellón

615972455

964665051s

964663220

964660008

SERVICIO COMPLEMENTARIOS - HOTELES

Sercotel Plana Suites

Hotel Belcaire

01

02

Seguridad y comodidad

Guías turísticas

04

03

Personalización

Diversidad

EXPECTATIVAS

No previsto

Deseado

Esperado

Básico

Ventajas y desventajas frente a la competencia

Experiencias únicas

Menor reconocimiento internacional

Compromiso con la sostenibilidad

Dependencias estacionales

Conocimiento local

Infraestructura limitada

BENEFICIOS

EMOCIONALES

RACIONALES

Variedad de Actividades:

Conexión Emocional con la Cultura:

• Diversas Opciones
• Adaptabilidad

• Sentido de Pertenencia
• Orgullo Cultural

Bienestar Personal:

Guías Expertos:

• Conocimiento Profundo
• Personalización

• Relajación y Escape
• Recuerdos Duraderos

POSIBLES OBJECIONES

POSIBLES REPUESTAS

Los precios de los tours son un poco altos

"Entendemos tu preocupación. Nuestros precios reflejan la alta calidad y exclusividad de nuestras experiencias, incluyendo guías expertos. Además, implementamos prácticas sostenibles.

Gracias por la explicación. Ahora entiendo el valor añadido de sus tours y consideraré su oferta, apreciando su enfoque en la calidad y sostenibilidad.

¡MuchasGracias!

Rabab, Laura, Maria y Mey

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