This is my material to travel consultant in retail travel, leisure industry.

1. TRAVEL CONSULTANT ROLE
& THE SALES PROCESS

2. What is Travel
• Travel is the change in location of
people on a trip through the
means of transport from one
location to another.
• Travel is most commonly for
recreation (as part of tourism or to
visit friends and family), for
business or for commuting; but
may be for numerous other
reasons.
• A travel agent is the professional
who assists you with your travel
plans”.

3. Travel Consultant
• Travel consultants assist clients in
making travel arrangement for
both business and holiday
purposes.
• They help provide quotes to find
the best value options available
and make bookings for transport,
accommodation, sightseeing
activities and other travel related
activities a client may need.

4. Corporate Travel Consultant
• he main duty of a corporate travel
consultant is to help companies map
out travel arrangements for their
employees. This can include booking
flights, arranging transportation to and
from the airport, and booking hotel
rooms.
• Corporate travel consultants also help
companies keep their employees' visas
and work permits up to date for the
locations they need to travel. In some
cases, consultants help employees
relocate to a new city, state or country.

5. • A travel consultant must not only love travel but also working with people.
• A travel Consultant spends much of his/her time talking with clients on the
phone or meeting with them in person.
• A professional, polished appearance is also imperative for a travel
consultant.
• Make yourself a competitive standout in your industry by becoming a
specialist on a particular part of the world. If African safaris are your
passion, show it off with pictures on your desk and computer desktop. If
you're a cruise lover, make your customers feel the cruise experience
through your offshore mementos proudly displayed on your desktop.
Travel Consultant

6. Knowledge, skills and attributes
A travel consultant needs:
• to enjoy working with people
• good organisational skills with an attention to
detail
• to have travelled widely
• to be able to work in a fast-paced
environment
• a strong sales focus
• strong communication skills.

7. Role
• Travel Consultants are hospitality industry professionals who help
customers plan travel experiences.
• Travel Consultants do not just book airline tickets, cruises and all-
inclusive vacations; the modern travel agent is a consultant who
may specialize in particular regions of the world and has an
intimate knowledge of the industry.
• The consultant advises customers on prices, options and must-
see attractions in parts of the world. Like a well-trained real
estate agent or other sales professional, travel agent consultant
gets to know their clients and learn their needs.

8. The Consultant Experience

9. WELCOME

10. SUPPORT

11. Build a rapport with
your customers and give
them travel advise
RECOMMENDATION

12. INTERACTION

13. BOOKINGS

14. INTRODUCE
THE SALES PROCESS IN A
TRAVEL AGENCY

15. Remember !!
"Sales is a
Process - Not
an Event"

16. Two different types of sales
Retail sales
when the
customer
comes to your
business
Outside sales
when the you
go to the
customer
e.g. as a sales
representative

17. Retail travel agency how does the customer
or client choose to come to your agency? The
main reasons will be:
– recommendations from friends or relatives
– you offer better prices or value for money
– or your window display or your office looks
more inviting

18. Selling to a client
going on a holiday,
you must ensure you
remember you are
part of the "total
experience" for the
client's holiday
Total Experience

19. The "total experience"
includes everything they
see, hear, touch, smell or
feel from the time they
start planning their
holiday until they return
home

20. You will need to appeal to their emotions when selling
by speaking with enthusiasm, using descriptive words
e.g. majestic views and telling them about your own
experiences (may as well be from what you’ve read or
saw on TV such as documentaries etc)

21. 7 Steps Sales Process
SAY HI
QUALIFY THE CUSTOMER
IDENTIFY
PROPOSE
NEGOTIATE QUALIFY THE CUSTOMER HANDLE
OBJECTIONS
CLOSE THE SALES
FOLLOW UP

22. Sales Process
smile and greet customer;
acknowledge if on the phone or with
another client; say you’re your name
and ask theirs; ask how you can help;
answer phone within 3 rings
research - using listening and
questioning skills; build rapport; ask
at least 5 open questions about what
they want; listen and reconfirm
needs; do not make assumption;
show interest and excitement
1.Say Hi
2. Qualify
The
Customer

23. Sales Process
opportunities - choose suitable
products including "preferred"
products and using up-selling and add-on
selling techniques; make
recommendations; help customers
visualize being there; explain features
and benefits of the product; use sales
tools (brochures, suppliers, atlas, maps
etc)
suggest a holiday/itinerary, can be
verbally or written - will include
travel details, costs and
supplementary information e.g.
visas, luggage
3. Identify
4. Propose

24. Sales Process
clients will raise any objections e.g.
cost, type of hotel - ensure you
recommend products which match
their requests and emphasis
benefits
should be easiest step - ask client for
the sale - Shall I go ahead with the
booking?; explain booking conditions
and payments methods; ask for
deposits
5. Negotiate
Qualify The
Customer
Handle
Objections
6. Close the
Sales

25. Sales Process
after client has returned from
holiday, either phone, email or visit
to obtain feedback on their
experiences
7. Follow Up

26. Sales Process
 Question Using open question : e.g. what, when, who,
why, how
 'Active listening' is ensuring you are listening with
understanding, either by using positive body language
or using minimal encouragers such as "right" etc
 When making a proposal, your selling skills will be of
great importance. You need to be able to distinguish
between features (e.g. the facts, specifications or
inclusions of a product - a hotel room has air
conditioning) and benefits (why a feature is useful or
relevant to the client - what's in it for them?? - the air
conditioning will keep them cool in the hot climate)