SCRIPTS
SCRIPTS
STEPS OF THE SALE
Your greeting is the first impression your client will have of you; make sure it’s friendly and energetic. The greeting should answer the three major questions your client will have when the answer the phone
Who are you?
Where are you calling from?
What is this call about?
Discovery is all about getting to know your client and how your package can benefit them when planning their next vacations. In the discovery you should find out the following.
A.Has the client travelled to any of our destinations?
>Yes – Which destination did they visit and was it with a package like ours.
>No – Where do they regularly go on vacation.
B.Who do they travel with? (Wife, Kids, Other family or friends.)
C.If they have kids, how old are they?
D. What kind of activities do they enjoy while they are on vacation.
This is the part of the call where you have to make a connection with your client. In order for someone to buy anything, they have to be able to trust you. There are many different ways to break the Ice, but the most effective way is to let the client know that you are actually LISTENING to them; use the information you learned about in your discovery.
“So Jeff, how long have you been married?” “…” “Wow, that’s been quite some time, Must be true love. Haha.”
“And what do you do for a living Mr. Smith?”
“So how is the weather in (Customer’s state), well maybe you should come down to PV/Cancun/CABO, to escape the Heat/Cold. Haha.”
Laughing on the phone and making your customer laugh will make a huge difference in the way they feel talking to you
This is the part where you will be informing the client about everything the package includes.
5 Days / 4 Nights
All-Inclusive (Breakfast, Lunch, Dinner, Snacks, Alcoholic and Non-Alcoholic Drinks.
Non-motorized activities
Theme nights
2 adults and 2 children (under 12)
Open dated (12,18 or 24 months)
Open Destination
Here is where the sale will begin to get “real”. You will be explaining to the client that this promotion is not for everyone, as there are some qualifications as well as terms and conditions.
•Qualifications >30-70 years of age >Major valid credit card >Traveling with a US or Canadian Passport •Terms and Conditions >They must attend the resort preview on the second day of arrival >They must pay their resort fees prior to arrival
Now that we’ve given the client all the package information as well as the qualifications, the only thing we have to do is give this client the price and start setting up a TO. The price can be given in many different ways, but the main goal is to do a brief recap of the package benefits and give the client the price at the end.
If you have followed the steps of the sale up until now, the price will be the last thing you will say about the package. DO NOT go back and try to justify the price with more benefits or try to convince the client further, let them make the next move. In sales, we say, «he who speaks first loses».
One of the most important parts of the sales call is when you ask the client to hand over their Credit Card information; but it’s not like the client knows when it’s time to say “ok, I’ll take it”. Don’t’ be afraid of asking for the sale at this point since you already have all the main information out of the way and always assume the client will want to move forward.
-“Jeff, are we going to make this reservation under your name or your wife’s name?” -“What dates would you like
9 times out of 10 your client will still have questions or concerns they will want to take care of before they make their reservation; but don’t worry, we are already prepared for that.
At this point all you have to do is listen to your client’s objections and resolve them, use your rebuttals sheet to handle the objections and recognize the buying questions to capitalize on the client’s interest.
