Da Silva在Wiseman将“咨询销售”带入行业的Trafalgar USA掌管
byCheryl Rosen/
The buzz at The Travel Corporation (TTC) this week surely is all about the Consultative Selling Process. So it should come as no surprise that the first thing on Melissa da Silva’s agenda is meeting – or should we say consulting – with Trafalgar’s best customers, U.S.-based travel agents.
AsPaul Wiseman steps down after 20 years at TTC,DA SILVA周一将掌管两家TTC公司,即Trafalgar USA和Brendan Vacations。怀斯曼(Wiseman)将与TTC成为他的第一位客户开始自己的咨询业务,直到7月份一直持续到7月。
Wiseman will focus on the Consultative Selling Process, or CSP, a program broadly used in other industries but relatively new to the travel industry. Its core tenet, he explained toTMRin an interview yesterday, is to turn your attention during the sales process to the customer’s needs, to always place the emphasis on what the potential customer wants and needs, rather than what you want and need from the potential customer.
他说,在接下来的几个月中,Wiseman将磨练该计划 - 从理论上讲,这听起来与最好的旅行社本能的做法非常相似,并为其定制以满足旅行行业参与者的特定需求。但是TTC对该计划并不陌生,在过去的几个月中,Wiseman对此的热情。达·席尔瓦(Da Silva)在6月6日前往角落办公室时描述了自己的议程,从而从CSP手册中摘了一页。
“First and foremost throughout June we have a number of advisory board meetings, so it’s an opportunity for me to spend some quality time with our travel partners and understand how we can work together," she toldTMR。“从那里我们进入了2018年的产品发布会,我们的一个重点将放在旅行的情感部分,这是帮助人们与旅行联系的。这并不总是理性的;这是关于记忆和增长的经历,这些事物使我们年复一年地回来。我们想确保当我们与合作伙伴交谈时,这是最重要的。”
Coming as she does from within the TTC family, where she served as president of the Millennial-focused Contiki brand for the past four years, da Silva is excited to be stepping into “a banner year” at Trafalgar, where “nothing is broken. I’ve been able to sit with everyone on the team and get an understanding of what’s working and where we can double down.”
“梅利莎(Melissa)超级聪明,我相信她会想出一些我从未想过的好主意,”美国TTC美国总裁理查德·劳德(Richard Launder)说。他指出,“让带宽能够从内部填补职位”的优势,他说,跨品牌的合作是使用诸如contiki(da Silva and Wiseman都开始的)品牌的能力,作为人们的孵化器想法,很棒,可以说明一种特殊的力量,使我们所有人都感到自豪。”
The Consultative Selling Process
同时,怀斯曼(Wiseman)一直在与洗衣和加文·托尔曼(Gavin Tollman)“进行对话”,以推出自己的量身定制版本的CSP。“我们一直在使用外部公司来处理CSP概念;我们喜欢采用外部想法并将其带入行业。而且,我非常了解公司,我们已经谈论了很多几个月。We’re having a fantastic year at Trafalgar and Brendan, and it’s time for me to look at the next chapter and bring my passion for training and learning to the travel industry, to our retail partners, and to help TTC add value to our retail partners.”
The Consultative Sales Program rolled out three years ago at Contiki. “It’s a new way of working with our partners, a different way of looking at sales. We’ve been continuing to evolve it, and over the course of the past 12 months have been rolling it out globally," Wiseman said. "Richard has been the champion. I stand by it; I believe in it; I am a huge champion of it. If you ask the right questions it’s a whole lot easier to close the sale.
Wiseman credits CSP with helping push Trafalgar USA’s sales increase into “the high double digits” over 2015. “It’s a complete shift in mindset. Understanding exactly what the customer needs benefits everyone, at all levels of the organization, whether they are agency partners or consumers or consortia partners.”
Launder, who also began his career at Contiki, said he is “really excited to be able to give Melissa this opportunity to run our biggest brand in the United States.”
同时,怀斯曼(Wiseman)在接管他的角色时为达·席尔瓦(Da Silva)提供了以下建议:“我们都知道旅游业是一项关系业务,因此我的第一个建议是专注于人际关系。我的第二个是专注于将客户放在首位的CSP概念。最后一个是要记住,像总统这样的工作是马拉松而不是冲刺。保持健康,保持健康,步伐自己。”
Da Silva, meanwhile, seems ready to go. “I’m excited to get my feet under the desk,” she said.