Customer service Flashcards
customer-focused selling
consultants whose knowledge, skill, and motivation will lead buyers to a purchase decision that best suits their needs.
situational selling.
a skilled travel professional will know how to adapt the steps of the sales cycle appropriately to both satisfy the customer’s needs and keep the process moving toward a buying decision.
sales cycle
1. identify customers 2 build trust 3 identify needs 4select product 5 recommend product 6overcome obstacles 7 close the sale and recap 8 follow up
prospecting efforts ask questions
who, what ,where, when, why
probing
asking questions to delve deeper for more information.
Open questions
encourage people to talk, such as “What did you have in mind?” or “How have you enjoyed traveling in the past?”
cross-selling,
you offer extra products and services that go beyond a core product, such as travel insurance, a rental car with an air ticket, or shore excursions with a cruise.
Upselling
means upgrading or converting the client to a more expensive or inclusive version of a product or service, for example an outside rather than an inside cruise stateroom or a concierge-level room at a resort.
Value
is the relationship between price paid and performance received.
FEAR
False Expectations Appear Real.
trial closing
and it is an effective way for you to test the waters and see how close your customer is to a purchase decision
PRIDES
Personal Responsibilty In Delivering Excellent Service
listening skills
sensing, interpreting, evaluating, and responding
Benefits
The positive results provided by travel products, as perceived by the customer.
Which of the following steps in a problem resolution process should occur after you select a strategy?
document and follow up
