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In Chapter 8, our eTextbook specifically looks at Addressing…
In Chapter 8, our eTextbook specifically looks at Addressing Concerns and Earning Commitment. Quite often in the Sales Process, the seller can run into many types of Objections from the purchaser and learning how to anticipate and overcome objections is a required skill in being a successful sales person.
Objections should be “viewed as opportunities to sell and sales people should be grateful for objections. They should always treat them as questions as it is their job to produce the correct information to help the buyer understand their concerns”. (SELL, 3rd Canadian Edition, Thomas N Ingram)
Overcoming Objections in the Hospitality, Travel and Cruise Industry is also very common and travel trade sales people / travel agents face this on an ongoing basis. The best thing they can do when faced with this is to ask good questions, listen carefully and be knowledgeable on the subject so as to address all concerns.
Questions 1 – 3 answers must be based on the information given in Chapter 8 of our eTexbook.
1. List 2 reasons why it is important for a salesperson to anticipate a buyer’s concerns and objections?
2. What is the best method to handle sales resistance?
3. Is one type of sales resistance (e.g., need, price) more difficult to handle than another (e.g., source, product, time) and if so, why is it more difficult to handle?
4. The following are some common objections in the travel/cruise industry. Keeping in mind the methods covered in the eTextbook on how to handle objections, write a two-sentence response that a travel agent would say directly below each objection to a prospective traveler in order to overcome their objection and change their mind. If necessary, do some general research so that your response is appropriate and relevant. /16 Marks
A) “I am skeptical to book my vacation through a travel agency as I can get a better price booking directly with the tour operator.”
B) Can you just send me the details as I am not sure if my traveling companion will like this hotel.”
C) “I don’t think I want to take a cruise because I have a family with young children and heard that cruises are only good for senior citizens.”
D) “This resort is too expensive. It costs much more money than I wanted to spend
E) “I’ve heard this airline is never on time.”
F) “Our friends went to that Resort in St. Lucia, and it rained almost every day.”
G) “I don’t need to spend the extra money purchasing travel insurance.”
H) “I don’t want to go on a cruise as I get motion sick.”
