Customer Focused Selling Flashcards
Acknowledge
Listening technique used to show customers that you value what they are saying.
Benefits
The positive results provided by travel products, as perceived by the customer.
Clarify
Listening technique used to get more information about your customers’ needs.
Close the Sale
Successfully lead a customer to a buying decision.
Closed Question
Questions that invite precise, brief answers, usually in the form of “Yes” or “No,” such as “Have you been to this destination before?”
Confirm
Listening technique used to check your understanding of the customer’s needs.
Cross Selling
Offering extra products and services that go beyond a core product, such as a rental car with an air ticket.
Customer Focused Selling
The sales approach in which salespeople act as consultants whose knowledge, skill, and motivation will lead buyers to purchase decisions that best suit their needs.
Features
The inherent characteristics of a product or service.
Jargon
Specialized terminology used by people who share a similar profession, such as travel.
Lead
The initial point of contact that directs you to new prospects.
Open Questions
Questions that encourage people to talk, such as “What did you have in mind?” or “How have you enjoyed traveling in the past?”
Preferred Supplier
Travel providers that have negotiated extra commission rates with your agency based on attainment of sales objectives.
Prospecting
The process of finding new customers or identifying prospective purchasers.
Qualifying
The process of asking thoughtful questions and listening for key responses to determine the customer’s travel needs.