The idea of “selling” gives some travel agents anxiety. However, if you redefine your sales pitches as conversations with clients, promoting yourself and upselling vacation components might feel a little less daunting.
Check out these tips for improving your interactions with clients so you can close more sales!
1. Become Needs-Focused, Rather than Product-Focused
Get in the mindset of selling a vacation as an experience, not as a product. What do your clients need for their vacation to be incredible? How do they envision spending their days? Which upgrades justify spending their hard-earned money?
Travel suppliers have varying reputations and products, but when a client daydreams about their vacation they probably aren’t picturing a specific logo or brand. They are simply picturing themselves escaping their daily routine, relaxing, or exploring new and exciting destinations. You can provide that escape. Guide them through the highlights they’ll experience on their trip: the breathtaking views, the colorful and refreshing drinks, the captivating and informative tour. Paint vivid pictures with words so your clients are able to imagine themselves enjoying their vacation during your conversation.
2. Don’t Assume You Have to Price Match
When someone approaches you inquiring about a price match for an itinerary they found on Expedia/Travelocity/Groupon, your first response doesn’t have to be “yes.” That automatically justifies their belief that cost is the only thing that matters when it comes to vacation plans.
Instead, ask them what piqued their interest in that specific resort, sailing, or destination. If their response is specific to its low cost, they are probably not your ideal client. If they provide specific reasons why the trip appeals to them, that opens the door for you to discuss their trip further and suggest something that will wow them even more.
3. Ask the Right Questions
When you qualify your clients, always ask open-ended questions that give them the opportunity to tell you what they really want. Effective questions like, “What is the best vacation you’ve ever taken and what made it so special?”, “What lasting memories do you want from this trip?” and “What are the top 3 things on your wish list for this trip?” provide a clearer picture of the clients’ ideal vacation.
After you’ve asked questions, make sure to listen closely to the responses and record the information your clients shared so you can reference it when doing research for their trip.
4. Ask the Questions Right
When discussing specifics, phrase questions in a way that opens your clients’ eyes to possibilities they might not have considered. Rather than asking, “Would you like to upgrade your room?” steer the client toward specific options by phrasing the question as “Would you prefer the standard suite, or the swim-up suite that includes butler service?” If you only ask them if they want an upgrade, they might not have even known butler service was an option!
It’s also smart to word questions in a way that shows your consideration for your clients. “What is your budget?” is a straightforward way to determine how much a client wants to spend. However, by asking “What are you comfortable spending?”, you are showing that your clients’ comfort is your top concern.
5. Exude Passion
Remember that your clients are excited about the trip they’re planning, and as their travel agent you should be their biggest cheerleader. Allow your excitement to show. Keep a warm smile on your face. Let your words and tone of voice convey your passion for travel planning.
Approach conversations assuming that people want to buy travel from you, rather than thinking you’ll have to persuade them to buy travel. If a potential client contacts you, they are most likely ready to book their trip, but they want to book it with someone who loves travel is passionate about helping their clients. Don’t be afraid to show your enthusiasm – it’s contagious, and it will help close more sales!
Learn more about closing the sale in our Travel Agent Tips video with Bill Coyle.
Build stronger connections with your clients, up your game, and close more sales with these conversation strategies. Happy clients equal increased bookings and increased referrals!
Start your own travel agency from home with KHM Travel Group by completing our application or calling 888.611.1220.