A Decision Without Basis = Prejudice
by Bob Abrames

Maybe the most serious mistake too many of us make as professional travel sales agents is making a decision about a caller before we've really made a conscious effort, and taken the steps, to find out who/what they are. Too many of us (because we're only human) go "prejudice" or make a decision about the caller before we have enough facts to find out for sure if they're a customer or not. We decide based on how they sound, the questions they ask, maybe what they look like.

I don't know if you've noticed, but it's a changing world out there. People don't dress the way they used to -- they don't wear their social status the way they did before. People don't sound the way they used to -- the separation between age, race, nationality, even gender, is not as clear as it use to be. People don't trust us as much as they used to -- they're more educated, worldlier. People have choices -- they have more sources to go to, and arguably some of these sources may even be better.

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