Do you find your customers shop around? We can tell you why. You didn’t profile them, get to know their needs in full and hook them into you, therefore trust in your ability to meet their needs doesn’t exist. Let’s show you how to stop this happening.
30-50% of sales go to the vendor that responds first – Source
Despite this interesting statistic, simply being quick won’t work.
Only 13% (almost 1 in 10) of customers believe a salesperson can understand their needs – Source
Being responsive and understanding customers’ needs in full (not asking robotic open questions), and having a natural back and forth discussion (consulting) builds confidence and trust and shows integrity. Providing information that’s relevant to their travel request and adds value to their decision making will hook them into you. They will then perceive you to be benevolent and to have ability.
Many psychologists say, ‘There are three elements that must be in place before trust exists. Ability, integrity, and benevolence. The convergence of these three dimensions is where trust truly exists. If one is missing, trust does not exist.’ – Source
If you act with integrity, benevolence and prove your ability from the get go, then we can guarantee that your conversions will increase. This course will teach you how.
The author of this course, Fi Morrison-Arnthal, started her career in travel 30+ years ago and in that time has been a top seller of travel, and has recruited, trained and managed sales teams internationally to huge year-on-year success.
After completing this course, you will be able to:
- Recognise the importance of engaging a customer from the very first impression
- List a number of actions that can engage a customer either face-to-face, on Zoom etc, by email or on the phone
- Explain the difference between transactional sales and consultative selling
- Describe why consultative selling helps you to hook the customer
- Identify why email consultation is not as effective as telephone or face-to-face consultation, and how to move the discussion to phone
- Create a list of consultative questions that encourage discussion; ones which are not robotic, transactional questions
- Explain what value-based selling is and the benefits of including value-based selling in your sales process to create positive emotions that motivate the customer to book
- Create a number of tools that will help create a sense of trust and value with your customer
NB. If you need training on all parts of the sales process, including asking for the booking and overcoming objections, then we suggest you purchase the full course ‘How to Sell Travel and Achieve Sales Success’.