Chapter Chats

Hi everyone,

Just thought I would get in touch with all of you and share some information that has recently come my way. I found it to be enlightening. Hopefully, you'll enjoy it and find some of it useful also.

How's Business?
Spring is almost here, and, incredibly, people are still planning their vacations for March. I don't know about your business, but, for a while, it seemed people were booking about 6-9 months out, and all of a sudden this rash of last minute quote requests has appeared.

At first I was irritated - can't people plan better - availability is limited; prices are high - higher than their budget. What to do! Then it occurred to me, this is my job. So, how do I deal with it? First thing to do is detach. I don't set the prices. It's not my fault they called late. Yes, the sale is important, but so is the level of stress I can handle.

Most of us have preferred suppliers. If you don't, you should. Check their offerings; see what fits the client, and present it to them, even if it doesn't fit their budget. Don't spend a lot of time on the reservation. You will be surprised at how many people will pay more than they told you they will - especially if you explain to them why they are paying more. If they don't buy, and everyone doesn't - they don't when they shop in stores either - that's okay. You didn't spend a lot of time on the reservation - but you did get a contact name for your database and hopefully an E-mail address for follow up.

Training: I took a CLIA Time Management course recently. One of the interesting points was information on how to deal with shoppers. Do you know the answer? If you think you do, send it to me. Tell me how you deal with shoppers. The CLIA answer will appear in the next newsletter.

What is your goal? For most of us that means having a successful agency that gives us a decent income. The universal law is to get we have to give. What are you giving? Let's use your website as an example. Is it full of ads? Are you just trying to sell?

Most people use the Internet for research before buying. Make your site friendly. Give visitors free information. Have a newsletter that they have to subscribe to. This builds your database. Then follow up. The number one reason people don't come back to an agency is lack of follow up: A thank you for registering. A thank you for booking. Two weeks later a newsletter. Give them information. Two weeks later, a special promotion. Give them a coupon.

The main thing is to keep in touch. Develop a relationship.

A New Way of Selling. What is your mindset?

You have always heard "close the sale." A new sales approach advocates talking to the potential client to find out about what's important to him/her. Can you fill the caller's needs? Don't just jump into the conversation with a sales pitch. Find out what they like to do, where they have traveled; interject personal antidotes. Be friendly. People buy from people they like.

Sales are usually lost in the very beginning of the sales process, because the sales person comes across too strong with a sales pitch which produces a negative response. Let the caller "see" you as a person - not as a person trying to sell something. Since our initial contact with potential clients is mainly done over the phone, not in person, what you project about yourself is very important. You want to make the caller feel (s)he can trust you. What can you give them that they need - not what you want them to buy?

You've always heard that rejection is normal - get used to it. Well, yes, not everyone is going to buy. However, rejection usually happens because of something you said that triggered a defensive reaction. It could be price; it could be that what you have offered didn't fit, and sometimes it is the feeling of high pressure. If the person is serious about purchasing, there is something out there for them, and it's our job to find it. This come from experience and training. Know your product and know what suppliers can fill the need for the best price.

Traditional sales approaches advocate repeated follow ups until you get a yes or no response. Yes, it is important to get back your potential client for a response, but repeated calling is the same as chasing them for a sale. If they want what you're selling, you won't have to chase them. A new and better approach is to set up an appointment when you make the offer. Ask what the best time is to call them back, after they have had a chance to think about what you're offering. Don't play phone tag.

Old school sales approaches advocate challenging objections. Better yet, find out why they're objecting. If budget is the problem, give suggestions on what would be affordable for them. Maybe fewer days or a moderate instead of deluxe property would solve the problem. The standard put off, "I have to think about it" is tough. That's why making an appointment for follow up is important. If you have done your homework in the beginning by talking about interests, previous travel, and what they usually pay for vacations, etc. you should have been able to target what will entice them to buy this time - what will perk their interest? Never defend your product or services. If they are shopping other agents and the Internet, tell them you understand their need to check prices, but you are not going to try to convince them to buy from you, because you are trying to assist them - not make a sale - and you don't want to make them feel you are selling them anything. You want them to choose to work with you because they feel comfortable with you and feel they can trust you.

Happy selling!

You can reach me at any time to discuss OSSN or for any reason by calling 828-658-2582 or E-mail me at northcarolina-chaper@ossn.com.

Best regards,

Paulette Baehman
OSSN North Carolina Chapter Director

OSSN Participates in the National Travel Show

Pictured in photo is Pat Bannister and OSSN Eastern Regional,
Penney Rudicil takes time to talk to OSSN member Pat Bannister.

Nashville Chapter Meeting
Puerto Rico, Nature and Adventure Presentation

Back row: Frank Coley, Darrmita Joyce, Karen Piper, Beverly Coley, Gwethalyn Huff
Mitzi Stites, Kevin Rudicil
Front row: Cathy Humphries, Maria Pascaul, Penney Rudicil, Robert Lane

OSSN San Diego Chapter 2005 First Meeting

OSSN Hawaii Chapter