The Art of Closing the Sale
by莫妮克烧伤/您可以拥有感兴趣的客户,出色的供应商和对旅行业务的全面知识。但是,如果您无法完成销售,那么您只是在旋转车轮。
Here are eight steps to sealing the deal, based on advice from travel pros.
#1. Get personal
“Closing the sale begins when the client calls and requests information,” said Chris Tichy, owner of The Vacation Center, a TRAVELSAVERS agency with locations in Southington, Conn., and Coventry, R.I.
“我们不能只是报价并进行预订。我们必须发展人际关系。
“我们与他们有个人化。如果他们有孩子,我们谈论我们的孩子。当我和妻子结婚时,我们甚至邀请客户参加我们的婚礼。”
#2. Gain their trust
“Trust is a huge, huge factor,” said Patty Noonan, CTC, director of sales for The Travel Institute, the agent training and certification organization based in Framingham, Mass.
“我们曾经出去喝酒和用餐客户。现在,您必须找到其他方法来吸引客户。”
Cultivating trust-based relationships from the outset is critical to all business dealings.
努南说:“当我第一次与客户交谈时,我试图找到共同点,谈论天气以及运动队。”
#3. Build on their interests
Discovering clients’ interests will allow agents to design the unforgettable trips that it’s hard to say no to.
Noonan说,在那些最初的对话中记下大量笔记可能会有所帮助。她说:“知道他们的生日是什么时候,他们是一个很大的小熊迷,他们喜欢骑自行车很重要。”
Noonan建议:“在建立了基本的融洽关系之后,下一步就是找出客户喜欢做什么。”“也许他们更喜欢400美元的葡萄酒,而不是冒险之旅,反之亦然。弄清他们的兴趣使您可以确定他们喜欢的旅行类型。”
保持联系也很重要。诺南说:“经过基本的事实调查,请与电子邮件,文字和电话保持联系。”
#4。传达您的专业知识
For Diana Hechler of D. Tours Travel, an Ensemble agency in Larchmont, N.Y., establishing her professionalism with customers is an important part of the sale.
“Being good at your work establishes your competence and credibility. I’ve spent 15 years learning this business, traveling to various locales, attending conferences and CLIA lectures.
“我们的第一次对话是我向他们展示我知道我在做什么的机会。我的案子是我要处理他们的旅行的合适人选。”
That initial talk also helps Hechler qualify how serious clients are about signing on the dotted line. “At the end of 15 minutes, I mention my consulting fee, and I get one of two responses: ‘Where do I send the check?’ Or, ‘I guess I really didn’t realize there was a fee involved.’”
#5. Share your passion
为了让客户兴奋地预订旅行,度假中心的Tichy说:“我们让他们看到我们对旅行的热情。我们喜欢做到这一点 - 我们认为它显示出来。
“We spend days visiting resorts at various destinations,” said Tichy. “We check out the food, the layouts, the entertainment so we can properly advise clients.”
Noonan also touched on the role of emotion in the sale. “The whole process comes down to emotion,” she said. “At the end of the day, we’re selling clients their dreams.”
#6. Use your judgment
即使客户致力于进行特定的旅行,他们也希望代理商确认自己的愿景,或者建议更好的替代方案。
Tichy的一位客户想要在哥斯达黎加的全包度假胜地。他说:“与她交谈后,我意识到她喜欢观鸟。”“因此,她真正需要的是一家专门从事观鸟度假的精品度假胜地。”
Noonan recalled a tale she heard from an agent who was counseling a young couple who had three kids, ages 7, 8 and 11. “The father says, ‘What do you think of a four-day cruise?’ She’s thinking, ‘I wouldn’t put my dog on that kind of a cruise.’
“So she says, ‘How about a Disney Cruise? They’ve got a brand-new ship out of Cape Canaveral. You can get two adjoining suites.’”
The family initially came to the agent for an inexpensive four-day cruise and “it ended up being a $15,000 booking,” Noonan said.
#7。击倒出售障碍
克服客户犹豫可能是让客户成为肯定的重要组成部分。
诺南说:“时间和金钱是安排旅行的两个最大障碍。”“您必须找到解决方案。如果客户担心高机票,则必须找到解决方案。
“Obstacles are the walls to closing the sale. You have to knock down those walls.”
#8。营造紧迫感
Being honest with your client is key, but creating a sense of urgency can sometimes help seal the deal.
Noonan回忆说:“犹他州的演奏家公司Gilroy Travel的已故安娜·盖伊·吉尔罗伊(Anna Gaye Gilroy)曾经以每人75,000美元的价格出售了四次环球旅行。”“我问她她是怎么做到的。她回答说:“我说的只是希望我仍然可以为您获得这四个座位。’”