Maricopa Community Colleges  AIR134   19952-99999 
Official Course Description: MCCCD Approval: 11/22/94
AIR134 19952-99999 L+L 2 Credit(s) 4 Period(s)
Tour Sales Techniques
Sales techniques for Tour Sales Representatives. Emphasis on sales techniques for vacation tour packages. Prerequisites: None. Corequisites: AIR130, AIR132, AIR136.
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MCCCD Official Course Competencies:
 
AIR134   19952-99999 Tour Sales Techniques
1. Define "selling" and list the components of selling. (I)
2. Identify and describe the four types of customer vacation/tour package needs. (I)
3. Identify and describe the two characteristics of the selling mind-set. (II)
4. Explain how to implement the selling mind-set. (II)
5. Demonstrate effective telephone etiquette when selling vacation/tour packages. (III)
6. Demonstrate effective listening skills when selling vacation/tour packages. (III)
7. Use reflective statements to acknowledge customer inquiries. (III)
8. Determine whether a customer is an acquisition customer or a maintenance customer. (III)
9. Use effective probing techniques to determine customer needs. (III)
10. Use positive phrases and persuasive sales vocabulary to present product benefits and features. (III)
11. Identify and overcome sales resistance and objections. (III)
12. Promote vacation/tour packages for specific destinations. (I, II, III)
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MCCCD Official Course Outline:
 
AIR134   19952-99999 Tour Sales Techniques
    I. Introduction to Sales
        A. Definition of Selling
        B. Components of Selling
        C. Selling Yourself
        D. Customer Vacation/Tour Package Needs
          1. Safety
          2. Savings
          3. Convenience
          4. Comfort
      II. Selling Mind-Set
          A. Characteristics of the Selling Mind-Set
            1. Self-Esteem
            2. Mental Discipline
          B. Implementing the Selling Mind-Set
        III. Sales Technique
            A. Telephone Etiquette
              1. Importance
              2. Rate of Speech
              3. Tone
              4. Voice Inflection
              5. Enunciation
              6. Name Address
              7. "I" and "We" Language
              8. Greetings
              9. Verbiage
              10. Placing a Customer on Hold
              11. Transferring Calls
              12. Equipment Problems
            B. Listening Skills
              1. Importance
              2. Identifying Positive Customer Responses
              3. Keys to Effective Listening
            C. Acknowledging Customer Inquiries
              1. Importance
              2. Using Reflective Statements
            D. Qualifying
              1. Definition of Qualifying
              2. Acquisition Customers
              3. Maintenance Customers
            E. Probing to Determine Customer Needs
              1. Definition of Probing
              2. Importance of Probing
              3. Open-Ended Questions
              4. Closed-Ended Questions
              5. Controlling the Call
              6. Information Needed to Determine Customer's Needs
              7. Importance of Creating Urgency
            F. Product Presentation
              1. Importance
              2. Features
              3. Benefits
              4. Presenting Benefits with Features
              5. Positive Phrases
              6. Persuasive Sales Vocabulary
              7. Features in the Component Screen
              8. Providing Alternate Choices
            G. Closing the Sale
              1. Importance
              2. Using the Assumptive Close
            H. Sales Resistance and Objections
              1. Identifying Resistance and Objections
              2. Disarming the Customer
              3. Overcoming Resistance and Objections
              4. What to Say to Those Who Decide Not to Buy
            I. Recapping
            J. Extending the Sale
              1. Importance
              2. Asking the Right Questions
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