At the end of this session you will know: :
At the end of this session you will know: The basic selling techniques
The procedure for out of stock items requested by a passenger
How to maintain adequate catering and bar stocks
Selling Techniques :
Selling Techniques
Step 1: Opening :
Step 1: Opening greeting
setting the tone
create interest
get customer involvement / engage
tentative benefit statements (i.e. what’s in it for the customer)
Step 2: Establishing the Passenger’s Needs :
Step 2: Establishing the Passenger’s Needs wants
desires
problems that need solving
Step 3: Presenting the Product :
Step 3: Presenting the Product how it will meet the customers needs
Step 4: Handling Objections :
Step 4: Handling Objections acknowledging the objection
probe (double check ) until understood
answer the objection
check for confirmation
Step 5: Closing the sale :
Step 5: Closing the sale give reasons to buy
obtain customer commitment
say what you want the customer to do / how to complete the sale
Out of Stock :
Out of Stock apologies
offer passenger alternative
provide order form for return flight (if possible)
Maintaining Stock :
Maintaining Stock Re-stocking (turn around)
‘Uplifting’ at intermediate stations