Norwegian PCC Sales Review-Bob Becker 5-5-5

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 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 does the purple flag mean?

A last minute booking.

What are the 5 Pillars?

Attitude IT Product Knowledge Sales Ability Sales Discipline

What does FAB stand for?

F- Features A-Advantages B-Benefits

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 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.

How many pillars are they?

*5 Pillars*

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.

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)

The presentation comes before qualifying.

*FALSE*

An "assumptive close" is a state of mind

*TRUE*

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 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

When do you use a *Trail Close*?

After the Presentation

What is the most important pillar?

Attitude-this cannot be taught!

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 do you accomplish with a guest when you are qualifying?

Look for customer's "Hot Buttons", identify the MIP "Most Important"

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?