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. Challenge them!
“Oh, I might just book it online”
“I think I'll shop around”
“I 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. 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. 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. Assess value of findings
How?
•Compare with customer what we can offer
•Give customer 2-3 options.
9. Example
OPTIONS:
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. Remember...
You are on their side.
Make them feel good about the decision they make
If you don’t open well you will not be able to close
Quote packages not just flights
Think Long Term
Be assertive!
