The Canadian Institute of Travel Counselors

Based the newly published book by Dr. Robert W. Joselyn, CTC, this presentation and training topic offers a new, exciting and dynamic approach to an issue that goes to the core of travel agency and agency employee success. JTA brings together its years of experience in the agency business and as consultant and trainers into a down to earth, practical and ethical approach to sales that even the most reluctant front line counselor can embrace. Based on making sales through customer satisfaction this approach to selling also embraces the evolving world of service fees and exploding internet information sources. The novice sales counselor will absorb a wealth of knowledge. The experienced sales counselor will find their sales approach to be renewed and revitalized.

This topic can be addressed in a hour session or expanded into a full day training program based on the level of information covered and amount of interaction desired.

RINGING UP SALES ON THE TELEPHONE (all employees)
--- focuses on two key areas: handling inbound inquiries and converting them to sales, and developing an outbound telemarketing program to produce business. The program includes:

• answering the phone- setting a positive image for yourself and your agency
• handling inquiries-building rapport quickly and moving the client to the next step
• communications skills
• how to get your message across
• how to listen for the real needs
• using your voice to increase sales
• developing a script for outbound calls
• making rejection impersonal
• building repeat business on the telephone