Greeting & Discovery
How do you create a positive first impression?
By greeting clients warmly, introducing myself confidently, and showing genuine interest in their travel needs
How do you present cruise options effectively?
By tailoring the presentation to the client’s preferences, emphasizing key features, and using visuals to enhance engagement
How do you handle price objections?
By explaining the added value of the all-inclusive features, such as meals, entertainment, and excursions, to justify the price."
What’s an example of a trial close question?
Which stateroom option do you prefer: the balcony or oceanview?’"
What’s the purpose of a follow-up call?
To confirm satisfaction, answer any additional questions, and ensure the client feels supported throughout their journey."
What’s a good open-ended question to learn about a client’s travel needs?
What kind of vacation experience are you hoping for this time?
What’s a key strategy for building value in cruise packages?
Highlighting all-inclusive benefits, exclusive promotions, and personalized experiences that differentiate the cruise from standard vacations."
What’s the best way to respond to timing concerns?
Reassure them by highlighting the benefits of early booking, such as securing the best rates, availability, and flexible cancellation policies."
How do you confidently ask for the sale?
By summarizing the benefits and asking directly, ‘Shall we proceed with booking this incredible experience for you today?’"
How do you maintain long-term relationships with clients?
By providing personalized follow-ups, sharing exclusive offers, and staying in touch with relevant travel updates."
How do you make a client feel comfortable discussing their budget?
By framing budget conversations as part of finding the best value and ensuring they feel their needs are being prioritized
How do you differentiate Norwegian’s offerings from competitors?
By emphasizing Norwegian’s Freestyle Cruising, flexible dining options, and the Free at Sea promotion, which includes customizable perks."
How do you reassure clients worried about seasickness?
Explain the ship’s advanced stabilization systems and suggest seasickness remedies, emphasizing that most guests experience minimal discomfort."
What’s your strategy for handling last-minute objections?
Listen carefully, empathize with their concerns, and provide a solution that reassures them about their decision."
Why is thanking the client important after booking?
It reinforces their decision, shows appreciation, and builds trust, making them more likely to book again or refer others."
Why is active listening important in the discovery phase?
It helps build trust, shows empathy, and ensures that you fully understand the client’s preferences, allowing for tailored recommendations
Why is visual storytelling important in presentations?
It helps clients envision their vacation, making the experience more tangible and exciting, which increases their likelihood of booking."
How do you address objections about cruise destinations?
Suggest alternative itineraries that match their interests and explain the unique experiences each destination offers."
How do you summarize benefits during the closing process?
Review key features, emphasize value-added perks, and address how the cruise aligns with their specific needs and preferences."
How do you ensure client satisfaction post-booking?
By checking in before departure, offering tips for their trip, and ensuring they have all necessary information
How do you identify a client’s preferred travel style?
"By asking about their past travel experiences, favorite activities, and ideal vacation pace (relaxing, adventurous, cultural, etc.).
How do you highlight the benefits of stateroom upgrades?
By focusing on enhanced comfort, private balconies, exclusive amenities, and the elevated overall cruise experience."
What’s your approach to overcoming 'too many people onboard' concerns?
Highlight the various intimate spaces, quiet lounges, and exclusive dining areas, ensuring the cruise feels spacious and personalized."
How do you handle a client who needs more time to decide?
Offer to hold their preferred stateroom temporarily and follow up with a reminder of the limited-time offers."
How do you encourage repeat bookings and referrals?
By offering loyalty incentives, exclusive discounts, and providing exceptional service that leaves a lasting impression