SALES TRAINING COURSE

Part I

Presented by Rolando Atesiano

Discovery (Chapter 6)

First-Level Questions

are questions that have an entirely factual

answer.

Second-Level Questions

are questions that get an opinion.

Third-Level Questions

are questions that have an emotional response.

Strategies for Getting To Level Three

• Ask more “why” or “how come” questions.

• Ask questions with the word “feel”.

• Learn to become a better listener.

• It is amazing how often the Guests are giving. • It is amazing how often the Guests are giving.

the salesperson their third level motivators,

but because of poor listening skills, the

salesperson fails to pick up on them.

Some examples are:

•Why it is important to vacation for you?•Spend quality time with the kids.•Escape from the job and find time to relax.•A family member with health problems.

•How come you haven’t come to Cancun since ____?•Wrong time frame.•Wrong time frame.•Lack of time.•Money Problems.

•What does your ideal vacation look like?•Total relax so they can Re-charge batteries.•Like their second (or third) honeymoon.•Introduce the kids to culture and other languages.

Chapter Seven:

Information Confirmation

The best strategy for reaching ¨Third Level

Motivators¨ is to become a better listener:

• We must care about what they have to say• We must care about what they have to say

• What they have to say must be very important

to us

• We must customize our presentation

according to their needs!

Trust

• By proving that we have been listening and

paying attention to the Guest, we build

rapport and trust.rapport and trust.

• Remember that the guests do not need all the

information, only that which is relevant or

pertinent to their situation.

Focus

It is important for us to encourage the guests to

focus on the fact that they do have a problem

and that our membership program could and that our membership program could

represent the best solution to that problem!.

Gaining agreement

After we verify the information we have understood as being correct, the Guests must agree.

This is a simple but powerful concept in the psychology of the sales process.

This is the permission we need to go ahead and solve their problem!.

Goals of information confirmation

1. To continue to reduce Relationship Tension

and gain Trust.

2. Focus the guests´minds on important issues.2. Focus the guests´minds on important issues.

3. Gain agreement from guests that they have a

vacation problem so that we are, in a sense

given permission to offer a solution before

we begin the presentation.

Chapter Eight: Credibility

Credibility has to be established on several levels, including:

• Personal credibility• Personal credibility

• Industry credibility

• Location credibility

• Specific product credibility

– Royal Resorts

– Your specific resort

Personal Credibility

The most effective way in which to convey your personal credibility is to share information about yourself with the guests:

• Your educational and work background.

• Where you are from.• Where you are from.

• Your family.

• Why you choose to live here and why you work for Royal Resorts.

• Your travel experience.

• What your values, your ethics and ideals are.

Industry Credibility

• As an industry professional it is your

responsibility to educate yourself about the

industry, our competitors, the market etc.

Location Credibility

FACTS (HIGHLIGHTS)

• Climate

• Ease of travel (Cost and convenience)

• Natural beauty

BENEFITS

Activity in class :

• Write a short paragraph

showing how you give, not

only the fact but the• Natural beauty

• Special facilities, services and/or features

• History

• Political / financial stability

• Security

• Broad appeal

• Tourism statistics

only the fact but the

benefit to the guest.

• Why are these things

important to him?

• How are you going to make

it interesting?

Company CredibilityLink CANCUN - YOUR COMPANY and YOUR HISTORY presenting it to your

guests in a simple, brief story:

“I was born and raised in ………………….. When I finished college, I came to Cancun for vacations and I fell in love with the colour of the ocean and the friendly people that I met while I was here; therefore I came to look for a career opportunity”. (If you did not go to college, talk about your work experience and your family).

“I have a degree in …………………………. and when I looked for the options, Royal Resorts caught my attention because of the excellent reputation that the company has in the area. “

“Since I started working here, It has been such a learning experience because I feel not only connected with the vision and mission of the company, which is to achieve the highest levels of customer service, but also the company treats employees very well! and the

personal and professional growth have given me the chance to give back to my family what they gave me when I was growing up (a professional education).”

Chapter Nine - Third Party

Stories What Is A Third Party Story (TPS)?

Throughout history, people have used

stories to illustrate a point, like the Bible

which is a collection of stories.which is a collection of stories.

People are more apt to see themselves

through stories about other people who

are LIKE them

When To Use Third Party Stories

•When we need to change the guest´s

emotional state

•To link our guests Third Level Motivators to our

ProductProduct

•To overcome objections and/or concerns

•To illustrate a particular feature or benefit of our

membership program

Benefits of a third party story

• It’s not confrontational

• A client relates better to a third party

• It keeps the client listening

Rules of a Third Party Story

• Should be specific i.e. names, dates, places.

• Should serve a purpose. Hits the DBM and• Should serve a purpose. Hits the DBM and

should answer an

objection

• Must be relevant

• Must be based on truth

• It is best if it’s about a third party

The best example of a third party story is the

Disney Story

INTERACTIVE DYNAMIC(WORK IN TEAMS)

CREATE THIRD PARTY

STORIES FOR THE STORIES FOR THE

FOLLOWING

SITUATIONS.

Please tell a third party story illustrating a family having problems with their children in school and how owning at in school and how owning at the Royal Resorts can help them.

Please tell a third party story

illustrating how a couple has

improved their relationship by

becoming members of Royal becoming members of Royal

Resorts.

Tell a third party story

illustrating how a family

has managed to keep in

touch by owning at Royal touch by owning at Royal

Resorts.

Please tell a third party story

illustrating how a couple was

able to say thank you to their

parents by owning at the Royal parents by owning at the Royal

Resorts.