Build the Rapport and Trust First or Fail!
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!!
“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.
Differentiate products where possible
Eliminate the relevance of existing quotes
•Stopovers (including accom?)
•Good flight times
•Quote flight price including other products
Challenge quotes by getting on their side
•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
•Compliment them on their findings.
Assess value of findings
•Compare with customer what we can offer
•Give customer 2-3 options.