When a customer enters a travel agency, has fired all its sensory alarms and one thing is clear, "I will travel."
If you close a book, consider changing sector.
But be very careful with the "new" customers, and that is where the profession of psychology point by questioning the alleged customer, we must find out if the area or not, then understand why.
Is not never seen them here? How to find us?, Vera is that we are in a nearby town and walking we decided to go to gather information, well, they are in the place, what had in mind? We looked online to travel to Cancun ....
Any particular hotel? So is closing the exchange of questions and answers, which is now called "conversations with the customer" (as we do not have, you're going to walk out what they want).
least of it here and now is the destination and the hotel, the most important thing is to see how the "client" user give a damn about your professionalism and quality of care.
Ask if it was in the area, because when a client alleged moves to make your purchase usually has two reasons, the first privacy (keeping your neighbors know that goes so far) and the second, search any excuse to make your vacation will go free, but if you hire in your town, is "ugly" claim to the neighbor. Our obligation is to determine which of the two reasons we have moved into our agency.
In the former case, the matter went to fret because the girl (who came with them), while the popes were gathering information and had sent to their Facebook friends "Because I am going to Cancun," they came to their city all the neighbors knew that they travel ... .... Let
the second ...
online then you are already aware, the destination and the existing supply would be a bit concerned to realize their intentions (that is where the ordeal begins), the package of flight, transfers, hotel exits them .... xxxx € per person, followed by a replica infallible (on the internet out much cheaper), but exactly what you had looked . online, loose or offering services of any operator?, give me the name of a well-known intermediary often run promotions for free travel very far-fetched and pays the back etc. ....
I tell them, because if this much cheaper, you know you have to do, if, and but that I would like to see the reserve in an agency since the amount is high and if anything goes wrong we want to be sure that we seek assurances, then you do not want to buy a trip, want to sell them the security that protects them an agency license and the physical presence, told him that the Internet is a legally constituted agency that offers the same guarantees, answer me, and what where are these people?
Meanwhile, the gentleman told me, you look for short-haul flight with a low cost I do not mind paying via visa or who has established close or not, and if something goes wrong I'm willing to lose a lot, but this trip is the family trip and I will not take risks.
Sincerity in abundance .... We continue looking at options, prices, dates etc available. ...
After a while I said that you print all information, (What to a hypothetical sale, you must meet customer needs), I give leaves and while folding up the information, addressing his partner, they said, tonight we talked about it and if so, tomorrow we say that decision we have taken, well, thank you very much for everything you have been very friendly (to me, my face is an asshole) tomorrow will contact you.
This is the normal behavior of customers who come thinking that everything is free (my work of course) if I want fish I wet my ass, we have created the culture of the client must demand nothing in return for a side raises the level of demand claiming that products or services are free (something fault, right?), because this is the reality of the market. I know I
experts or gurus will give me the usual advice of recruitment, the added value that my services are homogeneous, or are not distinguishable, I have no brand, being weak marks seller broker that is what happens, I have to refocus my business, I need help to find the weaknesses of the activity, but must promote the use of new technologies, the solution is direct conversation with the client, but use of social networks .... most important thing is that now the business is in networks and they can help me, followed by an address web. Nothing
, call me the next day the gentleman in question and asked whether they had taken a decision, and told me everything he was surprised by my call, no one usually calls the next day because you see, I must be "weirdo" but I'm interested in you as a customer, a silly habit, I said if they had decided to make the trip and thanks to the call would go this afternoon to make the reservation and it was.
By now you may have noticed, where's the fun of the story, because in the quick call that most would not have made this small detail has been what has led to the sale, neither the product nor the destination or brochure, or my talk yesterday, not a store designed by a leading designer, or my insistence on social networks, only the details to make him understand the customer "it" for me is very important, and that friends has done since the discovery of business trade, which have not yet understood, better go looking for state aid, they are strong candidates for a job in the country's largest INEM.
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