The Art of Selling

First Impression is the Last

Impression
3 Most essential points when
customer walks-in:
 Eye contact
 Smile
 Greet
 Etiquettes
Walk-in Customers

 Introduce yourself and offer seat (be courteous & positive)

 Sit after the client takes a seat

 Do not be casual while speaking. Always address with the

client’s last name (eg: Mr. Khanna) or SIR

 Offer water/tea/coffee, etc.

 Allow the customer to speak first and do not interrupt while

he/she is speaking

 Make suggestions

 Never argue

 Personal grooming.
Telephone Customers
 The telephone greet should cover the following:
Thomas Cook…Good Morning…this is xyz…how may I assist
you?

 Do not be casual while speaking. Always address with the

client’s last name (eg: Mr. Tendulkar) or SIR

 Allow the customer to speak first and do not interrupt while

he/she is speaking

 Make suggestions

 Close the call with a thank you

 Never argue
Email Customers
 Use the most formal text throughout your mail eg: font
selection should be size 10…type Verdana, no wallpapers

 Subject line should be relevant to the actual matter. Eg:

Your forthcoming trip to Far East or Proposed quote for
honeymoon trip, etc.

 Address with the client’s last name (eg: Mr. Gambhir) or

SIR

 Conclude expecting a favourable reply.

 Complete signature
 The Art of Presentation

“If Shahjahan had to ask for a quotation,

he wouldn’t have built the grand
TAJ MAHAL”
 What to ask?
 Give 5-10minutes to listen & understand the customer
requirements. Do not interrupt or irritate the client
when he/she is speaking.

 Probe the customer in order to know the complete

requirements to enable you to quote. Following points
will help.
 No. of pax (Adt/Chd – ages)?
 Destination ?
 Budget (if not disclosed – check hotel category req.)?
 Date of travel?
 Any special preference according to taste?

 Give your opinion & expert consultancy to help choose

a destination if client is lost, especially if first time
traveller. E.g. based on the season, weather,
activities, budget, honeymooners, etc.)
 QUOTATION
 Begin with adding flights in order to
get the itinerary flow in order.

 Offer upsell options, eg: if asked for

3* hotels and SIC transfers, etc., also
 offer 4* hotels and Pvt. transfer
supplement.

 Offer Expect More & Value Adds like

Free Calling Card, Travel Insurance,
World Card (Singapore, Malaysia &
Hongkong only)

 Crisp communication along with the

booking terms & conditions, keeping in
line with the email etiquettes.

 Convey that the quote is indicative

and subject to change due to
circumstances beyond our control (give
examples if not convinced)
 Cover all important points verbally like availability, rate
fluctuation, check-in/check-out times, company’s
cancellation policy, payment terms & conditions, time taken
for visas & non-guarantee of visa grant, etc.

 Document all verbal conversations at all times.

 If not satisfied, offer alternative or request for Adhoc

quote from management team & buy some time, but make
sure you revert within 24hrs.

 Remember to forward relevant details to management

team incase of price match from competitor.

 Do not over quote.

Booking:
 Get booking form, how to book,
terms & conditions, visa doc.
Check-list, quote, signed by pax.
Collect all passport copies
(relevant pages) along with
payment.

 Submit the payment to cashier.

Accounts generates receipts to be
given to client.

 Send booking request to

management team if via
supplier or book online if GTA,
Kobra, DOTW, etc. Get the flights
booked on Galileo or
PMT/Reservations. Do not forget
to pass on Meal Request, Seat
Request & Pax contact in PNR

 Convey deadline for submission

of documents for visas.

 Deadline for balance payment

 Convey that we are not
holding any confirmed
services. Confirmations will
be based on availability and
subject to revert from supplier
(buy time)

 Incomplete or delayed
handover of documents from
client may result in visa
rejection.

 Visa rejection resulting in

cancellation of tour will attract
cancellation charges or
forfeiture of deposits paid.

 Explain UniConnect & get

pax signature on the RA Form.

 Update booking on FORCE.

 Closure:
 As much as possible try to quote on the spot from price grids, online
systems, Galileo, etc.

 Advantages of early booking: availability, better rates, early booking

discounts, best airfares, on-time visas, no last minute rush/hassle free.

 Disadvantages of last minute booking: non-availability resulting in

choosing higher grade hotels/airfares, less time to prepare documents
resulting in visa rejection, no peace of mind, no early booking discounts.

 Currency exchange rate fluctuation also resulting in price increase.

 Offer all possible options like: Upsell/optional tours, etc in one go.

 Expect More offers, Value Adds which are only offered by the company.

 Ask for minimum advance deposit in order to reserve services.

 Offer pick-up service for cheque/cash/DD.

 Get the booking form signed.

 Handover
 Explain day-wise itinerary, locating meet & greet/driver,
placard, arrival/departure timings, reporting times for
transfers, sightseeing, etc.
 Meeting point for sightseeing & transfers that may differ
based on the destination and the client’s to make their own
way to the meeting point from hotel.
 Explain the vouchers and who to handover, retaining one
copy for themselves.
 Indicate the emergency nos. on the voucher for both
Supplier and company.
 In case of emergency, advice clients to call the local
supplier nos. instead of company to save on international
calling. Incase of no reply from supplier, advice who will
assist from management team
 Check-in/Check-out policy. Incase of early arrival,
suggest they deposit the luggage at the concierge and head
out for S/s, shopping, stroll, etc.
 Advice what to carry and what not to carry based on
seasons, destination, etc., baggage policy, restrictions on
hand carry.

 Carry photo copies of all travel documents in separate

bags and leave 1 copy at home.

 The itinerary given is only indicative and the actual

itinerary will be handed over to them by the supplier upon
arrival.

 Handover a copy of the Travel Tips.

 Hotels require refundable security deposit by swiping

client’s credit card or cash in case of no CC

 All extras like use of mini-bar, laundry, etc. are to be paid

for by the client directly.

 Call your family back home.

 Honeymooners

 Honeymoon travel amounts to a good percentage of travel

market.
 Ensure the following is taken care and communicated when
dealing with honeymoon travelers:
 Suggest a destination that is suitable to honeymooners
keeping the client’s budget in mind.
 Engage the customer.
 Communicate to management team that the pax are
honeymooners at all stages of communication.
 Upsell for a better customer experience
 Include private car transfers
 Carry Marriage Certificate or Wedding Cards as proof
 PVT / SIC transfer
Seat-in-Coach (SIC) transfer
 Shared with other clients
 Generally 12 - 15seater coach
used in Far East
 Stops at various hotels to
pick-up passengers enroute
to/from airport
 Scheduled coaches running
on specific times
 Clients will have to wait for
the next coach incase they
have missed transport due
to any delays. The coaches
generally operate at regular
intervals of around 2-3hrs
depending on the destination
Private (PVT) transfer
 Exclusive for your clients
 This could be in a private
Combi-van or car. If need
guaranteed car, pay extra
supplement.
 No stops
 No specific times, though
a supplement is charged
for transfers between
2300-0700hrs in most
cases.
 The driver will wait for
the customers and pick-up
according to the arrival.
Avoid Liabilities:
 Complete all liabilities on FORCE before handover. Incase of on-
tour changes, liability has to be completed by ASAP but not later
than End of Month closing.
 Monitor Online bookings like GTA, Kobra, DOTW, etc. and cancel if
not required to avoid no-shows.
 Enter FORCE booking Id’s on all online bookings to avoid no-
shows.

CRM:
 Fill in the CRM for all inquiries/bookings to retain data base.
 Use SMS, eMailers to communicate with past customers with new
offers.
 Call past customer travelled in the same/following month last year
if no queries.
 Can wish on birthdays and anniversaries, festivals, etc.
 Post/Past tour feedback.

Price Match:
 Always get complete details and compare apple-to-apple. Try to
get actual proof.
 If online comparison, check website. If competitor, give mock call
to competitor and get quote on email.
 Competitor published price maybe cheaper, but when asked to
book may come back with hidden costs and surcharges.
 If still higher, ask PMT to match the price.