Better Questions is the Secret to Unlocking Sales
“If you want to sell more, earn more, and have more time to travel,
the answer lies in your sales skills.
If you want more profit, better customers, and a bigger business,
improve your sales game by asking better questions.”
Flying Colours page 100
In our last article, we established that improving your sales skills was the key to growth. It also is often misunderstood as being very narrow in scope. You need to sharpen your skills before, during, and after the customer travels.
Today, let’s consider the revenue opportunity that exists during the customer service phase.
Here are three suggestions:
The complete vacation experience.
Upselling the dream.
Keep the flame alive.
1. A complete vacation experience means expanding a client's notion of what is possible in travel. It means painting a picture of private transfers, business class air, private dining, VIP entrances, after-hours exhibits, suites, butlers, and so much more.
Recently we decided to approach an architect about a renovation to our small cottage. We haven’t decided if we will move forward with it, but we knew having professional drawings of what “could be” was well worth the investment.
We gave the architect a budget range so we could decide what is in and what was beyond our limit.
In a similar way, build the complete vacation, by including every dreamy option and upgraded feature available. It is an important way to increase your revenue and customer satisfaction.
For every component think: What's the average way, and what's the upgraded way to do this?
The key: Let your clients be in charge of eliminating options. Your role is to expand their thinking.
Suggested script: This was more than you asked for but I wanted you to know what's possible. As one advisor said, "An upgrade to Business Class is the equivalent of two years saved on Starbucks and gas!"
2. Ask Better Questions: The Purpose of the Trip Uncovers Hidden Revenue Opportunities
The best upselling opportunities come from the questions you ask during the discovery session. Dig deep into the purpose of the trip and uncover motivators for doing something more. For example, the client is celebrating a milestone, such as Grandma's 80th birthday.
Treat those milestones as a separate event – with a dedicated budget. If they were home, they could easily spend thousands of dollars hosting friends and family for dinner.
Don’t assume it’s going to be celebrated by spending the day in Venice on the ship.
One advisor arranged a private tour in a small gallery outside of St.Mark's square, followed by a 5-star private dining experience with a local chef, and an evening of music. She earned an additional $2500 in revenue.
The customers have never forgotten the experience!
3. Keep the flame alive! It’s a long time between deposit and travel. Build a systematic way of keeping the flame alive for the trip. Never hesitate to find ways to expand on components of a trip once it's been booked. Anticipation builds excitement and a willingness to do more!
Pouring over the “perfect trip blueprint” is a gift in itself. Time with you exploring options and living in what might be possible is a key part of the experience. YOU are the experience.
Next Week - Customer Retention: Keeping Customers for Life!
You're Invited to Join the Flying Colours Academy!
This is a 90 Day hands-on experience that combines personalized facilitation, coaching, tools, resources, an extraordinary peer group, and so much more!
Upon completion you will be able to:
Quickly identify how to shift your business upmarket
Attract and retain high-value customers
Standout from the wide array of travel advisors
Create a compelling positioning statement on your unique value (for service fees and other unique business models)
Create a consistent and compelling marketing plan
Leverage your social media to create a powerful sales connection
Polish your essential sales skills that keep your customers coming back again and again
Win every day with the 90-30-90 Success Blueprint
Fewer hours, with bigger results!
I'm thrilled to have our inaugural FCA flight crew boarded and on their way! I am now accepting applications for our next session, starting November 15th.
What sets this course apart is the 360-degree view of your business.
"We put your entire travel business out on the table, in order to put it back again bigger, better, and bolder than before!"
You don't have to do this alone. I'm with you every step of the way!
For more information please respond to this email with: Next Flight Please
Enjoy the journey!
For more tips, grab a copy of my 75 Success Habits Checklist HERE
I work with high achievers to help them skyrocket their journey. I have a limited number of Mentorship spots available this quarter. If you are interested hit reply or book an appointment on my calendly link here. Please include a few words to describe where you are and where you hope to be!