Selling All-Inclusive Resorts Flashcards
Which of the following would be considered a unique selling feature of an all-inclusive?
> > > Manicure and Pedicure included (Correct answer)
- Nightly Entertainment included
- Meals Included
- Accommodations included
Which of the following is the first thing you should do when selling an all-inclusive vacation?
> > > Determine the customer’s characteristics and needs (Correct answer)
- Identify the customer’s budget
- Recommend the resort that best suits the customer’s needs
- Support the customer’s concerns with facts and benefits
The basic all-inclusive price may not always include:
-Accommodations
-Meals
»>Transfers (Correct answer)
-Activities
For a resort to call itself all-inclusive, it must include every element of a customer’s vacation in one up-front price.
False
Which of the following steps is the best way to decide which all-inclusive resort to recommend to your customer?
-Ask the customer to select from a variety of brochures
-Recommend the property you know best
-Recommend the property you sell most often
»>Choose a resort based on the needs of your customer
While all-inclusive bookings are profitable, booking them is usually a complex and time-consuming process.
False
The quality of accommodations and dining is typically compromised to compensate for the all-inclusive price.
False
The all-inclusive market is homogeneous, comprised exclusively of couples.
False
Differentiating among the various all-inclusive options is essential for effectively selling them.
True
Agents who book an all-inclusive vacation can possibly earn commission on all of the following except:
-Meals
-Accommodations
-Activities
»>Departure Taxes
What is an all-inclusive resort?
A resort that includes accommodations, meals, entertainment, and a majority of on-site activities for a single price.
Considerations about Accommodations
- What types of rooms are included? All suites? Rooms and suites? rooms only?
- What amenities are included in each room?
- Are there any value-added services, such as nightly turndown or laundry and dry-cleaning services?
- Does it offer roll-away cribs?
Considerations about Meals
- Are the meals pre-scheduled, or can guests choose when and where to dine?
- Are meals buffet only, or is a la carte an option?
- How many restaurants are there?
- Are snack options available throughout the day?
- Are beverages included with meals?
- Are alcoholic beverages included? If so, what types? Premium brands? With meals only or any time?
- Is room service available? If so, 24 hours a day or only certain times? What are the menu options?
- Does the resort offer a children’s menu?
Price
The actual cost of the vacation
Value
The relationship between the price of the vacation and the benefits the clients receive
Third party endorsement
a sanction or approval from a legitimate source other than the salesperson.
Besides value, quality, and security, can you think of any other reasons that all-inclusives would appeal to your customers?
Easy - no need to leave the property to find food or entertainment, no taxis or ubers
Beach amenities - beach chairs, umbrellas, cabanas and the like included in the cost and reserved for customers
Language barriers - large all-inclusives cater to engilsh speakers
Why sell all-inclusives
- better experience for travelers
- easier to book/one source booking
- everything is packaged
- variety on products
- great locations
- no surprises for clients
- commission is simplified
- all-inclusive sales are profitable
- great for groups
- resorts for every life stage
Key steps to develop a relationship with your client
Greet your customer sincerely and personally. If the initial communication is via email, be sure to open your written communication with a friendly tone.
Be enthusiastic and interested.
Use your customer’s name, when appropriate.
Listen (or read) carefully.
Pay attention to non-verbal communication.
Don’t waste time, but don’t rush your clients either. Pacing is key.
Thank them! It is important to thank your clients throughout the sales process. Thank them for contacting you. Thank them for the opportunity to help them. Thank them for their business.
The 5 Ws
“Who will be traveling?”
“What environment and types of activities interest you?”
“Where are you thinking of going?”
“When would you like to go?”
Objection:
I’m not a big drinker or eater and I don’t want to subsidize the vacations of other guests who are
Respond:
The price is based on the overall experience, not on individual components. Each guest is able to create a vacation experience that is uniquely their own. We find that when you build your own package with components purchased separately, the overall value of all-inclusive is better.
Prevent:
Focus on the items that are a value to your customer, highlighting those areas that are most compelling and relevant.
Objection:
I want to experience the local culture, not just the all-inclusive resort itself
Respond
Most all-inclusive resorts offer offsite excursions and sightseeing trips. Additionally, most resorts incorporate the local culture through architecture, entertainment, and culinary options. Many are locally staffed which also adds to the cultural experience.
Prevent
Emphasize the cultural characteristics of the property, especially if it has features that makes it distinctive and unique.
Objection:
I’m afraid everyone there will be a couple
Respond
All-inclusive resorts appeal to singles as well as couples and cater to different types of clientele
Prevent
Determine your customer’s characteristics and recommend a brand or resort that is in tune with those characteristics
Objection:
I’m afraid everyone will be single and want to party all the time
Respond
All-inclusive resorts appeal to singles as well as couples and cater to different types of clientele
Prevent
Determine your customer’s characteristics and recommend a brand or resort that is in tune with those characteristics
Objection:
I’m worried about safety
Respond
All-inclusives provide a high level of security, from gated entry, uniformed security staff, and highly controlled environments, guests can feel safe on-site. Additionally, with all-inclusives, you can lock your valuables and wallet in the safe for your trip and not worry about carrying money.
Prevent
Explain the reason why all-inclusives appeal to customers when first recommending - Value, Quality, Security.
Objection:
It’s too expensive
Respond
While they may appear more expensive, by the time you add in all of the inclusions, many properties are a real bargain.
Prevent
Sell value
Sales process
Determine Customer's characteristics Identify customer's needs Evaluate Properties for customer fit Recommend no more than 3 properties Overcome Objections Close the sale Recap Follow-up
All-inclusive Resort
Type of resort that includes accommodations, meals, entertainment, and a majority of on-site activities for a single price
Benefits
The positive qualities of a travel product, as perceived by the customer
Features
The inherent characteristics of a travel product
Five Ws
Basic questions beginning with “Who,” “What,” “Where,” “When,” and “Why” that are often used to pre-qualify clients
Marketing
All of the activities that drive customers into your agency
Pre-qualifying
The process of asking some basic initial questions to assess the buying characteristics of your client
Price
The actual cost of the vacation - the invoice amount
Qualifying
The process of identifying your clients’ needs by asking thoughtful questions and listening for key responses
Shells
Generic brochures that allow you to send a customized message to prospective clients
Third-party Endorsement
A sanction or approval from a legitimate source other than the salesperson
Trial Closing
The strategy of testing your client’s readiness to buy
Value
The relationship between the price your customers pay and the benefits they receive
