Sales Cycle OP 09
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Sales Cycle OP 09

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http://wikieducator.org/Travel_and_Tourism

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Sales Cycle OP 09 Sales Cycle OP 09 Presentation Transcript

  • The Sales Cycle Hillary Jenkins, Otago Polytechnic
  • The Sales Cycle
  • Welcoming
    • Greeting
      • Opening or starting the sale
      • Approaching the customer
      • Building/ establishing rapport
    View slide
  • 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
    View slide
  • 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
  • Determining 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?
  • 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?
  • Determining Needs
    • 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
  • 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
  • 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
  • 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
  • Determining Needs
    • 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
  • 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
  • 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
  • Recommending Solutions
    • 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
  • Enhancing the Sale
    • Upselling
    • Cross selling
    • Adding Value
      • Making additional recommendations
  • Achieving an Agreement
    • Closing
      • Getting the business
      • Earning a commitment
      • Making the sale
  • Follow up Ensuring satisfaction Obtaining feedback Creating loyalty http://flickr.com/photos/meanestindian/2151907298/