STEP ONE
Focus on providing a positive experience for the customer and building relationships that last. There are some great sales tools around that will help guide you towards closing the sale while allowing you enough freedom to interact naturally with your customer.
Take a look at the 6 Steps to Travel Success Web Workshop by Cornerstone People Solutions (www.cornerstoneps.com.au) or read books like Stop Bitching, Start Pitching by Marty Kellard and Ian Elliott or Spin Selling by Neil Rackham.
But most important of all, balance your hunger for new bookings with exceptional customer service to secure repeat and referral clients.
STEP TWO
A good mindset is critical to success. To provide a positive experience for your customers, you need to remain positive yourself – positive about your clients, your teammates, your leader and the destinations you sell.
Instead of seeing a client as a shopper, see them as a sure-fire sale in the making – it mightn't be today, but one day they will book with you if you give them a positive reason to remember their experience. There are many books available on this subject. An excellent one to start with is Winning Attitudes – introduced by Australian Olympic champion Herb Elliott. The stories in this book will resound with everyone, even those of us not into sport.
STEP THREE
Great travel consultants provide the kind of in-depth destination and product knowledge customers simply can't find online. Those who provide this kind of industry nous become more than travel agents – they become an invaluable resource.
Along with Travel Weekly's Travel Academy, many wholesalers and operators offer webinars on their tours and venues. Try to attend as many as you can so you are able to talk about something you've actually seen as opposed to something you've glanced at in a brochure. It's also wise to read the local papers – know your competitors and be aware of what is happening in your marketplace.
STEP FOUR
For a busy, successful agent, developing sound time management skills is essential. You have information in your head, in your inbox, in a pile on your desk, in your diary… the list goes on. It sounds so simple but creating and consolidating a well thought-out to-do list is essential. Compiling this will allow you to prioritise effectively and get more done. Put essential work first and take stock of your to-do list at least once a day to ensure you're tackling the most pressing tasks. This will help you keep on top of everything and achieve your goals in a calm, organised and professional manner.
