The Basics
What are the three core elements of consultative selling?
Understanding, collaboration, and trust
What does active listening help build in a sales conversation?
Trust and understanding
What does A.R.E. stand for in empathy-driven communication?
Acknowledgment
Rapport
Empathy
Scenario: A customer missed a really good deal on the itinerary they are eyeing. How should you respond empathetically?
A.R.E. method
What is one benefit of adopting a growth mindset?
Encourages learning from challenges
Understanding where guests are coming from
What is the primary goal of consultative selling at Vacations To Go?
To identify customer needs and offer value-based solutions.
What does it mean to take ownership of a client's issue(s)?
Treat it as your own and offer a solution.
Name two ways to show attentiveness in a conversation.
Pause before speaking
Paraphrase comments
Scenario: A client asks for a dining time that is no longer available. How should you respond empathetically?
Offer to put them on a waitlist
Explain what options are available, in the Main Dining Room and throughout the ship
Why should you ask open-ended questions during interactions?
To gain a better understanding of a customer's needs
Why is combining customer service with selling essential?
It builds trust, enhances the consumer experience, and increases client loyalty.
Why is authenticity important in customer interactions?
It fosters trust and builds real relationships.
Why is time management important in sales?
It ensures quality service while helping more customers.
Scenario: You mistakenly booked a client in the wrong cabin category, and now they are upset! What do you do?
Take ownership and explore possible solutions
What is the purpose of celebrating small wins in customer service?
To track your progress and keep you motivated!
What is the first step in executing value-based consultative sales?
qualifying the customer
(The first bell call!)
What does exceeding expectations mean in customer service?
Going beyond the basics to create a positive customer experience.
How can you demonstrate flexibility with a customer's changing plans?
Offer alternatives
Stay open-minded
Scenario: A repeat client gives negative feedback. How should you respond?
Stay open-minded
Seek to understand why they are upset
What does collaborating with a customer look like?
Treating the interaction as a partnership to get them the deal and vacation experience they are looking for.
Name three traits that are essential for a successful consultative salesperson.
Empathy, communication, problem-solving
What mindset should agents adopt to improve their sales performance over time?
A growth-oriented mindset
What are three components of strong communication?
Clarity
Positivity
Personalization
Scenario: A client is new to cruising and is overwhelmed by the ticker link you sent. How do you respond?
With patience and flexibility
Ready to listen
Ask open-ended questions
Name three of the 10 Actions Steps for Service Excellence
Any three from the list