Sales Service 5-5-5 Flashcards
What are the 5 Sales Basics?
1.You are in charge
2.Open Ended Questions
3.Exact and in order
4.Adopt then Adapt
5.Be the expert
What is the bad ‘P’ word that we refrain from and why?
Price — We want to build value first, an save Pricing for very last.
True or False: Vocal quality is 40% of how we are perceived
False. It’s 38%
Name some active listening skills in order to effectively respond to your guests.
Request clarification
Paraphrase
Summarize what someone said
Ask probing questions
Give signs of acknowledgment —be attentive
Reflect feelings
What is an example of ‘you are in charge’?
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
What are some reasons that we ask open-ended questions?
To gather information
Seek to understand
Build rapport
Identifying guest’s needs
Demonstrate active listening
What is the follow-up question if the guest doesn’t k ow what itinerary they are interested in?
“What are they looking forward to doing the most on this vacation?”
The 911 Question
True or False: ‘Have your guests/clients cruised with Norwegian Cruise Line before? is the most important question on the Sales Recipe
False
What information do you discuss with guests during the presentation?
Destination
Stateroom/Cabin
Ships — MIPS, onboard experience (activities, itineraries)
Promotions
The live introduction is…
“Thank you for calling Norwegian Cruise Line. My name is… with whom do I have the pleasure of speaking?”
What are the benefits of using the intro?
Boosts consumer confidence
Builds brand integrity
Established trust & credibility
How would you respond if a guest says “Sounds great, but I need to talk to my spouse first.”
Stress urgency and scarcity. “Rates and promos are subject to change.”
Which Sales Basic is most important?
You Are in Charge
What are 3 things that you want to accomplish while qualifying?
Establish guest needs
Find out MIPs (Most Important Points)/Buying Signals
Find out their hot buttons/needs
What are three types of closings?
- Trial close (test the temperature)
- Alternative close (offer a choice of two solutions)
- Assumption close (“What card will you be using for this purchase?”)
What is an example of a trial close?
“How does that sound?”
What does the ‘P’ stand for in the five pillars?
Product Knowledge
The 5-Step Sales Process in order…
1.the Introduction
2.Qualifying (Using the Recipe)
3.Presentation
4. Handle Objections
5.The Close
What’s an example of an alternative close?
“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
What is the EXACT definition of Selling?
Helping people buy what they need
When do you use a trial close?
During/After the presentation
What is the most important pillar?
ATTITUDE
The power of your voice includes…
TONE
VOLUME
PITCH
What are the three gifts we give our guests during our intro?
1.Thank You
2.Your Name
3.Smile
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
False
