Covers AIDA model and how the entire sales process will take place between the Airlines and customer. by Yohan Dsouza Don Bosco Institute of Technology, Kurla - MMS

1. Airlines
12 - Yohan D'souza
26 - Nikhil Mampilly
27 - Leanne Mascarenhas
39 - Elaine Pereira

2. 4 Sales Channels
● Over the counter - selling tickets at airline counters at the airport
● Field selling - B2B
● Telemarketing selling - customers calling call centres to book tickets
● Inside selling - ads, emails

3. Types of Selling
● Corporate selling - B2B
● Retail selling - B2C

5. Attention
● Identify the prospect and gain their attention
○ Billboards, print ads , email, blogs, newsletters, WOM

6. Interest
● Generate interest in customer by identifying the problems faced by the
customer
Indian food on
international flights
Comfortable flight
timings
More leg space

8. Desire
● Convert interest into desire to make the purchase
● Also involves the handling of objections; must be handled professionally
Egs: Demands to be upgraded to business class or access to lounges (free of charge)

9. Desire
● Emotional connection
IndiGo stands for

10. Action
● Salespeople must have the courage to risk rejection and ask for the deal
● Intention of customer will be understood by body language or verbal buying
signals
○ Checking the fare of the airline ticket which will be the deciding factor to
purchase it

11. Decision making unit
● Initiator - need recognition
Eg: comfortable and fast transport to a destination - business
opportunities, vacation, studies etc

12. Gatekeeper
● travel agents - package holiday
● OTA - Expedia.com,TripAdvisor.com, Booking.com
● Google,facebook - determines a desire to travel and delivers those users to brands
● Flipkart - MakeMyTrip will drive online bookings in travel services

13. ● Decider - price, frequent flier
program, comfort, on time
arrival, seating, routes
● Buyer

14. ● Influencer - relatives,blogs,
friends, advertisements
● User

15. Selling process
● Prospecting and qualifying - Business Executives, Families, Students,
spinsters/bachelors,DINKS
● Approach - providing business travel services online,travel packages
Eg: AirTran Airways a2B Program,American Airlines Business ExtrAA
Program,Delta Airlines SkyBonus Program,Frontier Airlines Best Care Business
Program,JetBlue's TrueBlue Program,United Airlines PerksPlus Program.
● Amadeus & Galileo are a computer reservations system (CRS) for airline
bookings. In addition to airline reservations, its is also used to book train travel,
cruises, car rental, and hotel rooms.

16. Presentation and Demonstration

17. Packages

18. A customer may have objections about the OTP, in flight food or entertainment,etc
These objections should be cleared before one purchases a ticket
Example: “I dont fly with airline ‘X’ because it’s never on time”
“The customer traveling with Jet Airways may want a specific seat or specific date
but can’t get it, so he is put on a partner flight like Jet Lite”
These objections are based on word of mouth or previous experiences of the user
Handling Objections

19. Closing and follow-up: boarding pass at kiosks, web check-in or airport counters

21. Cognitive dissonance in choosing an airline
Evaluation of alternatives - being on time, fares, number of connections, comfort
What the tourist wants - being on time but low cost and best experience
Heavy turbulence - Did I choose the right airline?
Reasons for dissonance - expectations not fulfilled

22. THANK YOU