The Sales Cycle Supporting website The Sales Cycle http://flickr.com/photos/meanestindian/2151907298/ http://flickr.com/photos/meanestindian/2151907298/

The Sales Cycle

Welcoming Greeting Opening or starting the sale Approaching the customer Building/ establishing rapport

Greeting

Opening or starting the sale

Approaching the customer

Building/ establishing rapport

Welcome Make quick, friendly eye contact Stand up (if sitting) Shake hands Use a natural greeting phrase Smile Think of the buyer as a friend If necessary tell them you will be right with them

Make quick, friendly eye contact

Stand up (if sitting)

Shake hands

Use a natural greeting phrase

Smile

Think of the buyer as a friend

If necessary tell them you will be right with them

Welcome Invite them to sit down Use the client’s name Use the most powerful word Echo their words, mirror their mood Professional Appearance and Environment

Invite them to sit down

Use the client’s name

Use the most powerful word

Echo their words, mirror their mood

Professional Appearance and Environment

Determining Needs Questioning Probing Assessing the situation Gathering information Obtaining information Uncovering needs

Questioning

Probing

Assessing the situation

Gathering information

Obtaining information

Uncovering needs

Determining Needs You meet someone from out of town and they ask “Where should I have dinner”. What would you recommend?

You meet someone from out of town and they ask “Where should I have dinner”. What would you recommend?

Determining Needs Did you provide a recommendation? If you did how did you know what this person would like? What questions should you have asked?

Did you provide a recommendation?

If you did how did you know what this person would like?

What questions should you have asked?

Determining Needs There are four distinct types of buyers Each possesses a different depth of knowledge

There are four distinct types of buyers

Each possesses a different depth of knowledge

Buyers Don’t take it for granted that a client with a good or deep knowledge knows everything Take this test and see how much you know

Don’t take it for granted that a client with a good or deep knowledge knows everything

Take this test and see how much you know

Assumptions a well-informed client might have Answer the following questions: A direct flight and a non-stop flight are the same thing – True or False Adjoining rooms in a hotel have a door between them – True or False If you’re on a “hosted tour”, a tour manager will take care of your needs – True or False An intermediate care is usually the same as a mid-size car – True or False

Answer the following questions:

A direct flight and a non-stop flight are the same thing – True or False

Adjoining rooms in a hotel have a door between them – True or False

If you’re on a “hosted tour”, a tour manager will take care of your needs – True or False

An intermediate care is usually the same as a mid-size car – True or False

Assumptions Hawaii is rainiest in summer – True or False A cruise ship’s inside staterooms don’t have windows – True or False Airplanes take people faster from city to city than trains do – True or False Car rentals always cost more if you pick up in one city and drop off in another – True or False

Hawaii is rainiest in summer – True or False

A cruise ship’s inside staterooms don’t have windows – True or False

Airplanes take people faster from city to city than trains do – True or False

Car rentals always cost more if you pick up in one city and drop off in another – True or False

Determining Needs Regardless of how good their knowledge is You should spend a little time exploring what and where the client’s knowledge has come from eg. friends, internet, personal experience In tourism you should try to apply a consultative technique of selling (needs and desires) As probing questions – form a relationship

Regardless of how good their knowledge is

You should spend a little time exploring what and where the client’s knowledge has come from eg. friends, internet, personal experience

In tourism you should try to apply a consultative technique of selling (needs and desires)

As probing questions – form a relationship

Determining Needs Now you have ascertained their knowledge base – just what kind of clients are they: A shopper A browser Or a buyer

Now you have ascertained their knowledge base – just what kind of clients are they:

A shopper

A browser

Or a buyer

Determining Needs Shopper Usually know what they want and are looking for a good deal Strategies for dealing with them Fear based closing tactic – “these reservations may not last” Muddy the waters – offer alternatives the client may not have considered Match the best price they have received Ask qualifying questions – shows you care makes you stand out from the other salespeople Offer to make a reservation without immediate financial commitment

Shopper

Usually know what they want and are looking for a good deal

Strategies for dealing with them

Fear based closing tactic – “these reservations may not last”

Muddy the waters – offer alternatives the client may not have considered

Match the best price they have received

Ask qualifying questions – shows you care makes you stand out from the other salespeople

Offer to make a reservation without immediate financial commitment

Determining Needs Browser Don’t really know what they want Require a lot of personal attention Divulge lots of personal information to you May not be too serious about their trip or tour – now or ever Use careful but limited questioning to see if they can become a buyer

Browser

Don’t really know what they want

Require a lot of personal attention

Divulge lots of personal information to you

May not be too serious about their trip or tour – now or ever

Use careful but limited questioning to see if they can become a buyer

Determining Needs Buyer They definitely want to make a booking May have once been browsers or shoppers but now want to close the deal with you You must have impressed that client with your skills and careful question enough to make them come back to you

Buyer

They definitely want to make a booking

May have once been browsers or shoppers but now want to close the deal with you

You must have impressed that client with your skills and careful question enough to make them come back to you

Recommending Solutions Presenting recommendations Delivering your ideas Linking solutions to needs Sharing knowledge Making a sales presentation Matching needs with products

Presenting recommendations

Delivering your ideas

Linking solutions to needs

Sharing knowledge

Making a sales presentation

Matching needs with products

Addressing Concerns Countering Objections Overcoming obstacles Handling objections Reducing resistance Providing reassurance Responding to concerns

Countering Objections

Overcoming obstacles

Handling objections

Reducing resistance

Providing reassurance

Responding to concerns

Enhancing the Sale Upselling Cross selling Adding Value Making additional recommendations

Upselling

Cross selling

Adding Value

Making additional recommendations

Achieving an Agreement Closing Getting the business Earning a commitment Making the sale

Closing

Getting the business

Earning a commitment

Making the sale

Follow up Ensuring satisfaction Obtaining feedback Creating loyalty

Ensuring satisfaction

Obtaining feedback

Creating loyalty