Travel Counsultant Role & Sales Process In Retail Travel Industry

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This is my material to travel consultant in retail travel, leisure industry.

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  • http://www.careercentre.dtwd.wa.gov.au/occupations/Pages/travel-consultant.aspx#tools
  • Travel Counsultant Role & Sales Process In Retail Travel Industry

    1. 1. TRAVEL CONSULTANT ROLE & THE SALES PROCESS
    2. 2. What is Travel • Travel is the change in location of people on a trip through the means of transport from one location to another. • Travel is most commonly for recreation (as part of tourism or to visit friends and family), for business or for commuting; but may be for numerous other reasons. • A travel agent is the professional who assists you with your travel plans”.
    3. 3. Travel Consultant • Travel consultants assist clients in making travel arrangement for both business and holiday purposes. • They help provide quotes to find the best value options available and make bookings for transport, accommodation, sightseeing activities and other travel related activities a client may need.
    4. 4. Corporate Travel Consultant • he main duty of a corporate travel consultant is to help companies map out travel arrangements for their employees. This can include booking flights, arranging transportation to and from the airport, and booking hotel rooms. • Corporate travel consultants also help companies keep their employees' visas and work permits up to date for the locations they need to travel. In some cases, consultants help employees relocate to a new city, state or country.
    5. 5. • A travel consultant must not only love travel but also working with people. • A travel Consultant spends much of his/her time talking with clients on the phone or meeting with them in person. • A professional, polished appearance is also imperative for a travel consultant. • Make yourself a competitive standout in your industry by becoming a specialist on a particular part of the world. If African safaris are your passion, show it off with pictures on your desk and computer desktop. If you're a cruise lover, make your customers feel the cruise experience through your offshore mementos proudly displayed on your desktop. Travel Consultant
    6. 6. Knowledge, skills and attributes A travel consultant needs: • to enjoy working with people • good organisational skills with an attention to detail • to have travelled widely • to be able to work in a fast-paced environment • a strong sales focus • strong communication skills.
    7. 7. Role • Travel Consultants are hospitality industry professionals who help customers plan travel experiences. • Travel Consultants do not just book airline tickets, cruises and all- inclusive vacations; the modern travel agent is a consultant who may specialize in particular regions of the world and has an intimate knowledge of the industry. • The consultant advises customers on prices, options and must- see attractions in parts of the world. Like a well-trained real estate agent or other sales professional, travel agent consultant gets to know their clients and learn their needs.
    8. 8. The Consultant Experience
    9. 9. WELCOME
    10. 10. SUPPORT
    11. 11. Build a rapport with your customers and give them travel advise RECOMMENDATION
    12. 12. INTERACTION
    13. 13. BOOKINGS
    14. 14. INTRODUCE THE SALES PROCESS IN A TRAVEL AGENCY
    15. 15. Remember !! "Sales is a Process - Not an Event"
    16. 16. Two different types of sales Retail sales when the customer comes to your business Outside sales when the you go to the customer e.g. as a sales representative
    17. 17. Retail travel agency how does the customer or client choose to come to your agency? The main reasons will be: – recommendations from friends or relatives – you offer better prices or value for money – or your window display or your office looks more inviting
    18. 18. Selling to a client going on a holiday, you must ensure you remember you are part of the "total experience" for the client's holiday Total Experience
    19. 19. The "total experience" includes everything they see, hear, touch, smell or feel from the time they start planning their holiday until they return home
    20. 20. You will need to appeal to their emotions when selling by speaking with enthusiasm, using descriptive words e.g. majestic views and telling them about your own experiences (may as well be from what you’ve read or saw on TV such as documentaries etc)
    21. 21. 7 Steps Sales Process SAY HI QUALIFY THE CUSTOMER IDENTIFY PROPOSE NEGOTIATE QUALIFY THE CUSTOMER HANDLE OBJECTIONS CLOSE THE SALES FOLLOW UP
    22. 22. Sales Process smile and greet customer; acknowledge if on the phone or with another client; say you’re your name and ask theirs; ask how you can help; answer phone within 3 rings research - using listening and questioning skills; build rapport; ask at least 5 open questions about what they want; listen and reconfirm needs; do not make assumption; show interest and excitement 1.Say Hi 2. Qualify The Customer
    23. 23. Sales Process opportunities - choose suitable products including "preferred" products and using up-selling and add-on selling techniques; make recommendations; help customers visualize being there; explain features and benefits of the product; use sales tools (brochures, suppliers, atlas, maps etc) suggest a holiday/itinerary, can be verbally or written - will include travel details, costs and supplementary information e.g. visas, luggage 3. Identify 4. Propose
    24. 24. Sales Process clients will raise any objections e.g. cost, type of hotel - ensure you recommend products which match their requests and emphasis benefits should be easiest step - ask client for the sale - Shall I go ahead with the booking?; explain booking conditions and payments methods; ask for deposits 5. Negotiate Qualify The Customer Handle Objections 6. Close the Sales
    25. 25. Sales Process after client has returned from holiday, either phone, email or visit to obtain feedback on their experiences 7. Follow Up
    26. 26. Sales Process  Question Using open question : e.g. what, when, who, why, how  'Active listening' is ensuring you are listening with understanding, either by using positive body language or using minimal encouragers such as "right" etc  When making a proposal, your selling skills will be of great importance. You need to be able to distinguish between features (e.g. the facts, specifications or inclusions of a product - a hotel room has air conditioning) and benefits (why a feature is useful or relevant to the client - what's in it for them?? - the air conditioning will keep them cool in the hot climate)

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