Norwegian PCC Sales Review-Bob Becker 5-5-5
Example of trial close
"How does this sound?"
What do we say if they answer YES to working with a TA?
"I will be happy to assist you with any general questions, however, since you are already working with one of our travel parters, all future correspondence will need to go through your Travel Agent. (end call)
How many pillars are they?
*5 Pillars*
The presentation comes before qualifying.
*FALSE*
An "assumptive close" is a state of mind
*TRUE*
3 gifts we give to our guests are..
1. Give thank you's 2. Smiles 3. Offer help, "How may I help"
What are the 5 steps in the sales process and in order?
1. Introduction-memorize 2. Qualifyng-90% 3. Presentation-FAB 4. Handling objections 5. Close
What does the introduction include?
1. Name 2. Title (Personal Cruise Consultant) 3. Norwegian Cruise Line *scripted, never read*
What are the 5 Sales Basics?
1. You are in charge of the call 2. Open ended questions-keeps them on the phone 3. Exact (recipe) and in order- DO NOT DEVIATE 4. Recency- most frequent 5. Adopt and Adapt
What happens when you state the price before presenting?
1. You lose control of the call. You have not been able to present the FAB to them. Danger of a Closed/Lost
3 daily goals as a PCC
150 calls 3 Bookings 5hrs of talk time
What does the purple flag mean?
A last minute booking.
When do you use a *Trail Close*?
After the Presentation
What are the 5 Pillars?
Attitude IT Product Knowledge Sales Ability Sales Discipline
What is the most important pillar?
Attitude-this cannot be taught!
What does FAB stand for?
F- Features A-Advantages B-Benefits
What is an alternative close?
Giving the guest 2 options, not giving them a chance to say no. Guest thinks they are in charge of the call.
What is the intro WORD for WORD
Hello____. My name is_____, a Personal Cruise Consultant with Norwegian Cruise Line. Thank you for visiting our website. How may I help you plan your next freestyle vacation?
What is the definition of sales?
Helping people buy what they need.
Why do we use open-ended questions?
Keeps them on the phone. Makes it hard for people to say no.
What do you accomplish with a guest when you are qualifying?
Look for customer's "Hot Buttons", identify the MIP "Most Important"
What is the most important part of the sales process?
Qualifying-discover the MIP (Most Important)
If a guest is traveling with 3 kids, what should we ask?
The *NAMES* and *AGES* of the children.
What do we say when we ask what itinerary interest you the most and they say "I don't know"
What are you looking forward to doing most on this vacation?