What are the sales techniques used by travel agencies in telemarketing?

As the saying goes: A good woman cannot make a meal without rice. All sales staff know that customer information is our rice. Therefore, in order to sell more products faster, we need to learn more sales skills. So what are the sales techniques used by travel agencies for telephone sales? Now, just follow me and have a look. I hope you will be satisfied, thank you.

1. Preparation skills for travel agency sales calls

Before making a sales call, travel agency sales staff must have a certain understanding of potential customers, including the basic situation of the unit, information about the person in charge, General needs, etc., to determine which customers are possible and necessary to win over. To paraphrase sales science, it is to determine the range of effective potential customers. Nothing can cause greater losses to travel agency salespeople than wasting time on ineffective customers. Because continuous follow-up of invalid customers will only waste energy and cause a great blow to the sales staff's spirit? Often the losses caused by the latter are immeasurable. Before travel agency sales staff begin to use telephone sales to communicate with customers, they should first make some necessary preparations:

1. First, they must develop the habit of solving problems in a timely manner

Sales, like anything else, can be put off as long as the parties involved are willing. Telemarketers can always tell themselves to wait for a more favorable opportunity, or a better time. Therefore, travel agency sales staff must first develop the habit of solving problems in a timely manner.

2. Secondly, we must correct the positioning of the travel agency telesales staff.

One of the advantages of telesales is that by using information channels, they can often bypass intermediate links such as front desks and middle managers. , reaching directly to the senior management of the customer unit. Therefore, before the travel agency telesales staff starts making calls, they must first correct their positioning. A mature travel agency telephone salesperson's attitude on the phone should be decent but not humble or overbearing. It is necessary to convey this message to the customer invisibly: Mr. X, on behalf of our travel agency, I am discussing with you a better reception plan for your customer, so we are equal.

3. Travel agency sales staff must have a strong awareness of turning points

Before making every phone call, travel agency sales staff must realize that the call they make is likely to be a turning point. The turning point in your current work situation is even a turning point in your life. With this kind of thinking, the travel agency sales staff can have a correct attitude towards every call they make, and the travel agency sales staff will also have a positive motivation for success in their hearts.

4. Travel agency sales staff must have a good mentality adjustment

For a successful phone call, the atmosphere of communication between the host and the guest must be relaxed and pleasant, which of course depends on the relationship between the travel agency sales staff and the customer. The relationship lies more in the mentality of the travel agency salesperson when making this call. Therefore, you should adjust yourself before making the call, and make or answer the phone with a relaxed and humorous mood.

5. Travel agency sales staff should make hardware preparations

Travel agency sales staff should place the phone in front of them on the left, although many people can hold the microphone with their right hand. But few Chinese people can write with their left hand. It is necessary to record at any time during the call, and sometimes it is even necessary to let the customer know that he is recording. Of course, if you have a customer relationship management system (CRM), you will save a lot of trouble, but no matter what, sticky notes, 2 colors of pens and a simple and clear form are necessary.

2. Travel agency outbound telephone sales skills

Travel agencies rely solely on phone calls to reach agreements with customers, which is still difficult at present. However, the sales business of travel agencies cannot be separated from the phone. Good travel agency sales staff can always make high-quality outbound calls and make outbound calls a very important part of the entire sales. Specifically, a good travel agency salesperson should make the following preparations before making an outbound call:

1. Prepare a list of calling customers that is as homogeneous as possible

That is, either list 20 potential customers who have not been visited, or list 15 interested customers who have been visited, and prepare corresponding information. After making the list, the travel agency sales staff should focus on making phone calls to the list within a certain period of time, and try not to let other matters interfere with themselves during the process, such as receiving customers, looking for information, etc.

The travel agency salesperson must force himself to call the director of the general affairs office of middle school B immediately after finishing the phone call with the principal of middle school A, and then the personnel assistant responsible for the reception work of a private school? Don’t let this happen. Stop yourself, because, for the customers on this list, a lot of the wording on the outbound calls is actually similar, and it's even possible that the salesperson is actually showing them the same lines and products from the travel agency.

According to the gradual law of natural learning of organisms, after three phone calls with similar wording, no matter how clumsy the tongue is, the answers will become fluent.

2. Before each phone call, prepare the main points of the content to be expressed.

Go through the main points to be expressed in your mind first, and you should write them down. In this way, after you get on the phone, you won't temporarily forget what you want to say because of nervousness or excitement. In addition, when communicating with customers of the travel agency, you should be prepared for the targeted wording and key words of the customer's "mingmen". If necessary, practice in advance with other colleagues of the travel agency to achieve the best state. .

3. Be sure to reach the person in charge directly.

The biggest advantage of telephone sales is that it bypasses many intermediate links and reaches the person in charge of the project directly. In recent years, due to the popularity of telephone sales, many companies have begun to take the trouble to filter sales calls, so there are many settings to filter sales calls. This requires travel agency sales staff to master certain skills in order to speak directly to the person in charge as soon as possible after dialing the phone number.

For example, a travel agency salesperson wants to find the administrative manager in charge of employee benefits of a large company and try to sign an agreement to organize company employees to go on incentive trips. When the other party's front desk staff answers the phone, they should master the principle of not giving the other party a chance to say "no". If you ask in ordinary terms, "Is your administrative manager available to answer the phone right now?" you are likely to get an answer of "The manager is busy," thus putting yourself in a dilemma. You might as well use this method: ?Good morning! What is the name of your administrative manager? This question allows the other party to answer only specific content, so as to guide the other party to provide the name of the administrative department manager, and then confidently add? Please help me forward a manager ?. This makes it easier to get a call with the executive manager because there's no chance for the call recipient to say "no."

4. Control your opening remarks

Foreign psychologists have found that for telemarketing, the first 15 seconds of an outbound call are the most important. Within these 15 seconds, if the travel agency salesperson cannot quickly impress the other party in the most effective way and let him judge whether the call is worth listening to, the call may be interrupted. Moreover, if the first call fails to arouse customer interest, the probability of failure next time is very high. Therefore, before making every cold call, you must conduct careful research to find out the customer's possible breaking points.

5. Let customers identify with themselves

Successful master Chen Anzhi once said that selling products is not as good as selling yourself. One of the most common mistakes that travel agency salespeople make is to overexaggerate the advantages of their own travel agency. In the era of buyer's economy, it is already difficult to win customers by simply being a royal mother-in-law. Therefore, travel agency sales staff need to first establish a good personal image in the minds of customers.

6. Master quotation skills

Price is an important factor in the success of sales, but it is not the most important factor. The salesperson's job is to explain to customers the value of the various services provided by the travel agency. The salesperson's responsibility is to communicate and let customers know that they are worth their money. When it comes to quotation, there is a little trick, that is, try to quote high-priced products and main products first. After the customer raises the price issue, provide a series of lower-standard situations for comparison.

7. Be a competent listener

The purpose of telephone sales is to proactively sell to customers. Inevitably, the salesperson's speech accounts for the majority of the call time. Excellent travel agency salespeople are always very sensitive to listen to each other's reactions and record them at any time. When a customer has objections, never directly deny the other party's suggestion. The correct approach is to listen carefully. Listening allows sales staff to better understand the customer's situation. After listening, they can take over the customer's objections, analyze them practically from the customer's perspective, and provide their own solutions.

8. Reflect the sharing of benefits

Successful telephone sales is a successful cooperation. In this cooperation process, what is important is not only that the salesperson successfully sells the product, but that the other party can also gain something, which is the so-called "win-win" outcome. It can make the person in charge of the customer unit feel that the sales staff is thinking about him, and he can also gain some benefits. These can help attract customer attention and develop into sales opportunities. The services that travel agencies can provide are diverse. Salespeople should consciously try to sell additional or high-value products and services at any time, and form their own characteristics. When necessary, they may wish to transfer some benefits to customers** *Enjoy.

3. Travel agency inbound phone sales skills

First of all, it must be clear that inbound calls also need to be prepared. Although we cannot predict when a travel agency will receive an inbound call, every inbound call to a travel agency is largely from a customer with clear needs. It is not easy for a travel agency to develop a new customer, so We should also cherish those customers who take the initiative to contact travel agencies.

At the same time, since the control of inbound calls lies with the customer, and the mood and environmental factors of travel agency sales staff when answering the phone are unpredictable, inbound calls are actually more important to travel agency sales staff than outbound calls. The requirements are higher. Specifically, travel agency sales staff should pay attention to the following preparation points when answering inbound calls:

1. Travel agency sales staff should strengthen their understanding of travel agency products.

Travel agency sales staff should be as familiar with their own travel agency’s products as possible, especially the flagship products recently promoted by travel agencies, so that they can immediately provide professional answers to every question raised by potential customers during the call. , which is the primary condition for establishing an image in the minds of customers. In addition, you should also have some understanding of the related products and prices of other competitive travel agencies in the same city, especially the differences with your own travel agency's products.

2. Mental adjustment and positioning preparation.

A bright phone greeting, "Hello! **Travel Agency!" helps enhance the customer's first impression. After the greeting, you should find out the purpose of the customer's call as soon as possible. Generally speaking, when a travel agency customer calls, his inner thoughts are not yet mature. At this time, what he needs is a travel expert who can make suggestions based on his situation. There is even a situation where the caller wants to make a complaint. Therefore, the travel agency salesperson must adjust his mentality and position before answering the phone, so that he can guide the customer appropriately.

3. Grasp the correct time to answer the phone

The best time to answer the phone is after the phone rings for the second time. The reason is that answering the phone on the first ring gives the customer the impression that the travel agency is eager to make the deal, thereby increasing the customer's bargaining power. If it rings more than 3 times, it will make people wait for a long time. In this case, you should apologize to the other party.

4. Always be prepared to take notes

When answering incoming calls, travel agency sales staff should constantly repeat the customer’s talking points and take notes to make a summary and give Better guidance for customers. These need to be sorted out immediately after the inbound calls are completed and customer management information is entered to prepare for future outbound calls. Never summarize the content of a customer's call into a table and then put it aside. For example, a customer saw an advertisement for a "Summer Gold Coast Style" couple travel by travel agency A in the evening newspaper. After calling for consultation, he and his wife finally went on the trip together. After that, the travel agency sales staff used the information recorded in the incoming phone calls to continue to follow up with the customer. They used content such as mailing small souvenirs, sending text messages during holidays, and quarterly follow-up calls to keep in good contact with the customer. When the product "Parent-Child Travel" is launched, it is very likely that the customer will become a long-term customer of the travel agency.

Finally, it must be noted that telephone sales by travel agencies cannot completely replace face-to-face sales. As a sales method, telephone sales plays more of a role in accelerating the process of guiding customers to meet with sales staff.