1. 1. Competitive pricing
2. 2. Build the Rapport and Trust First or Fail! How? Get interested and excited in their trip What do they like/dislike? What kind of experience are they after? Demonstrate expertise without intimidation What do they REALLY want? Give them a reason to book with you Invest their time in the consultation & take your time Close at the height of excitement Find this out before asking about Quotes or they won't be honest!!
3. 3. Challenge them! Oh, I might just book it online I think I'll shop aroundI found a return to Europe flight for $999 I was thinking I'd fly with Air Asia I don't really like tours Why book with an Agent? Because you know more than them! Because you are supporting people's jobs! Because you have access to things they don't.Because the experience is more enjoyable. Because you get information money can't buy.
4. 4. Differentiate products where possible Eliminate the relevance of existing quotes How?Open Jaw Stopovers (including accom?) Quality Airlines Good flight times Quote flight price including other products
5. 5. Challenge quotes by getting on their side How? It's NOT you vs Them Check if fares are available. - Never Believe them! Check if the required number of seats are available Ask what websites they use Assess quality of airlines and convenience of transits/destinations Compliment them on their findings.
6. 6. Assess value of findings How? Compare with customer what we can offer Give customer 2-3 options.
7. 7. Example
8. 8. Example
9. 9. ExampleOPTIONS: 1. KLM PUBLISHED FARE $2310 GROSS @ 5% 2. QR PER LON RTN $ 2120 NETT!!! 3. EK/CZ PER LON//PAR PER RTN $2175 NETT!!
10. 10. Remember... You are on their side. Make them feel good about the decision they make If you dont open well you will not be able to close Quote packages not just flights Think Long Term Be assertive!