Sales Service 5-5-5

Question 1

What are the 5 Sales Basics?

Answer 1

1.You are in charge
2.Open Ended Questions
3.Exact and in order
4.Adopt then Adapt
5.Be the expert

Question 2

What is the bad ‘P’ word that we refrain from and why?

Answer 2

Price — We want to build value first, an save Pricing for very last.

Question 3

True or False: Vocal quality is 40% of how we are perceived

Answer 3

False. It’s 38%

Question 4

Name some active listening skills in order to effectively respond to your guests.

Answer 4

Request clarification
Paraphrase
Summarize what someone said
Ask probing questions
Give signs of acknowledgment —be attentive
Reflect feelings

Question 5

What is an example of ‘you are in charge’?

Answer 5

Keeping control of the call
Communicating without hesitation
Confirming that you know what you’re talking about
Maintaining a calm demeanor
De-escalating the call

Question 6

What are some reasons that we ask open-ended questions?

Answer 6

To gather information
Seek to understand
Build rapport
Identifying guest’s needs
Demonstrate active listening

Question 7

What is the follow-up question if the guest doesn’t k ow what itinerary they are interested in?

Answer 7

“What are they looking forward to doing the most on this vacation?”
The 911 Question

Question 8

True or False: ‘Have your guests/clients cruised with Norwegian Cruise Line before? is the most important question on the Sales Recipe

Answer 8

False

Question 9

What information do you discuss with guests during the presentation?

Answer 9

Destination
Stateroom/Cabin
Ships — MIPS, onboard experience (activities, itineraries)
Promotions

Question 10

The live introduction is…

Answer 10

“Thank you for calling Norwegian Cruise Line. My name is… with whom do I have the pleasure of speaking?”

Question 11

What are the benefits of using the intro?

Answer 11

Boosts consumer confidence
Builds brand integrity
Established trust & credibility

Question 12

How would you respond if a guest says “Sounds great, but I need to talk to my spouse first.”

Answer 12

Stress urgency and scarcity. “Rates and promos are subject to change.”

Question 13

Which Sales Basic is most important?

Answer 13

You Are in Charge

Question 14

What are 3 things that you want to accomplish while qualifying?

Answer 14

Establish guest needs
Find out MIPs (Most Important Points)/Buying Signals
Find out their hot buttons/needs

Question 15

What are three types of closings?

Answer 15

1. Trial close (test the temperature)
2. Alternative close (offer a choice of two solutions)
3. Assumption close (“What card will you be using for this purchase?”)

Question 16

What is an example of a trial close?

Answer 16

“How does that sound?”

Question 17

What does the ‘P’ stand for in the five pillars?

Answer 17

Product Knowledge

Question 18

The 5-Step Sales Process in order…

Answer 18

1.the Introduction
2.Qualifying (Using the Recipe)
3.Presentation
4. Handle Objections
5.The Close

Question 19

What’s an example of an alternative close?

Answer 19

“Would you prefer a Traditional Balcony or a Club Balcony?”
“Do you want to sail at the beginning or the middle of August?”
Must present an option

Question 20

What is the EXACT definition of Selling?

Answer 20

Helping people buy what they need

Question 21

When do you use a trial close?

Answer 21

During/After the presentation

Question 22

What is the most important pillar?

Answer 22

ATTITUDE

Question 23

The power of your voice includes…

Answer 23

TONE
VOLUME
PITCH

Question 24

What are the three gifts we give our guests during our intro?

Answer 24

1.Thank You
2.Your Name
3.Smile

Question 25

True or False: In order to provide an effective transition, place the caller on hold WITHOUT asking for permission while you use your resources to look for an answer

Answer 25

False