8 Steps to Sell Vacation Packages Over the Phone
How to Sell Vacation Packages Over the Phone
1. Build Rapport
If you want to sell vacation packages over the phone, then you need to first build rapport with the customer. This will help you establish trust, which is essential since the customer cannot see the product in person.
Begin the conversation with a friendly and enthusiastic greeting. Use the customer’s name to personalize the interaction and engage in small talk. You can ask, “How has your day been?” This helps break the ice and makes the customer feel more comfortable.
You should also mirror the customer’s tone and pace because people tend to respond positively to those who are similar to them.¹ If the customer speaks slowly and calmly, then you should do the same. Adjust your energy level based on the customer’s energy level.
2. Ask Open-Ended Questions
If you want to sell vacation packages over the phone, then you should also ask open-ended questions because it encourages the customer to provide detailed responses rather than simple yes or no answers. This helps you gather valuable information about their interests, budgetary constraints, and other preferences.
Begin your questions with words that naturally prompt detailed responses. Three words to use are “what,” “how,” and “why.” Here are some questions that you can ask:
"What key factors do you consider when selecting a vacation package?"
“What destinations are you thinking about?"
"What activities do you enjoy while on vacation?"
3. Listen Actively
Active listening allows you to fully understand the customer's needs and expectations. As a result, you can tailor vacation package offerings to match their desires more accurately.
You can listen actively by giving the customer your full attention. Minimize multitasking and do not let your work environment distract you.
Also, take handwritten notes. This will force you to stay engaged during the conversation.² The notes will also serve as a point of reference once the conversation is over.
Most importantly, do not interrupt the customer mid-sentence. Let them finish their thought. Interruptions disrupt the flow of information and make the customer feel unheard.
4. Highlight Benefits
Emphasize the benefits of each vacation package because it will help the customer understand the value of each experience. Sometimes, the customer may not be able to fully grasp how happy they will be on the trip. You can help.
For example, if the customer is looking for relaxation, then you should emphasize the serene environment, leisure activities, and spa services if applicable. Share testimonials from other customers who have enjoyed similar experiences. This can make the benefits easier to comprehend.
You can also use benefits to address concerns. For example, emphasize small group sizes if the customer is worried about crowded tours.
5. Use Descriptive Language
Use descriptive language because it is a smart marketing strategy. It will help the customer visualize the vacation. This is important since the customer will probably not be able to see the destinations or accommodations in person before booking the trip. Your words will bring everything to life.
In a nutshell, focus on sensory details. Describe what the customer will see, hear, taste, smell, and feel during their vacation. For example, don’t just say "The hotel has a pool." That’s boring. Instead, say, “Imagine yourself relaxing by the crystal-clear infinity pool, feeling the warm sun on your skin as you sip a refreshing tropical drink."
6. Address Concerns and Objections
Effectively addressing the customer's concerns will demonstrate that you understand their needs and worries. This understanding can strengthen the rapport with the customer and may just be enough to convince them to make the purchase.
Start by acknowledging the customer's concern. This does not mean that you agree with the objection, but it shows that you understand their point of view.
Next, seek clarification. Sometimes, objections are based on misunderstandings. Politely ask clarifying questions to ensure that you fully grasp the concern. This can also help the customer think through their objection and sometimes resolve it themselves.
Then, address the concern directly by providing relevant information, solutions, or alternatives. Be specific and detailed in your response to show that you are taking their concern seriously.
Above all, be honest. If you can't resolve a concern, be upfront about it. The customer will appreciate your candor. Offer to find more information or an alternative solution if necessary.
7. Offer Customization
Every traveler has unique preferences, needs, and interests. Customization allows you to tailor vacation packages to meet these specific requirements, thus making offers more attractive.
First, describe the various customizable options available. Examples include the choice of accommodation, travel dates, activities, meal plans, and special requests.
Then, provide expert recommendations. By this point, you should have a good idea of what kind of vacation the customer wants. Based on this information, you can offer recommendations to create a personalized vacation package.
However, be transparent about costs, especially if the customer has a strict budget. Explain how different customization options affect the overall cost of the package.
8. Close the Sale
It is now time to close the sale!
Start by summarizing the key benefits of the vacation package. Emphasize how it meets the customer's needs and desires based on the conversation you two just had. This reinforces the value of the offer and reminds the customer why it is the right choice for them.
Next, use a direct but polite approach to ask for the sale. For example, you can say, “Can I go ahead and book this for you?”
Not everyone will say yes. Sometimes, the customer will say no. That’s okay! Be proud of yourself for making it this far. Thank the customer for considering the vacation package.
If the customer decides to book, then express your excitement for their upcoming trip and reassure them that they’ve made a great choice.
Sources:
1. International Association for Relationship Research article on similarity