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| Preface | |
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| Acknowledgments | |
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| Introduction to the Sales Process | |
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| The Eight Sectors of the Tourism Industry | |
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| The Importance of Sales in Tourism | |
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| The Twelve Steps in the Sales Process | |
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| Arousing Interest To Travel | |
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| Approaching the Prospect | |
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| Approaching the Prospect | |
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| Handling More than One Customer at One Time | |
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| Qualifying the Prospect | |
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| Qualifying | |
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| Initial Questions | |
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| The Game | |
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| Qualifying for Complex Domestic and Foreign Independent Tours | |
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| Identifying Special Needs and Interests | |
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| Client Profile | |
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| Travelers with Special Needs or Requests | |
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| Types of Prospects by Commitment | |
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| A Mistake to Be Avoided | |
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| Product Knowledge | |
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| The Importance of Product Knowledge | |
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| Sources of Product Knowledge | |
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| Coping When Product Knowledge Is Inadequate | |
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| Answering Questions, Recommending a Product or Service, and Creating Acceptance | |
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| Answering the Client's Questions | |
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| Recommending a Product or Service That Will Meet Your Client's Needs | |
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| Creating Acceptance | |
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| Closing the Sale | |
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| Closing the Sale | |
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| Ten Closing Signals | |
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| When Not to Close | |
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| Closing Techniques | |
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| Closing by Type of Prospect | |
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| Close to the Decision-Maker | |
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| Summary of the Closing Process | |
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| Selling Techniques Using the Telephone | |
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| Incoming Calls | |
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| Using One's Voice and Language Skills Effectively | |
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| Outgoing Calls | |
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| Word Spelling | |
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| Summary | |
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| Overcoming Objections | |
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| Overcoming Objections | |
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| Closing Again | |
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| Summary | |
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| Selling-Up | |
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| Selling-Up | |
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| Twelve More Opportunities for Selling-Up | |
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| Fifteen Selling Points That Will Help a Client to Accept a Higher-Priced Tourism Product | |
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| Customer Service | |
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| Providing Customer Service | |
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| You Have to Tell Your Client | |
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| Preparing the Customer's Package | |
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| Ethics in Selling Tourism | |
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| Novelties or Favors | |
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| Follow-Up Procedures | |
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| Follow-Up Procedures | |
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| The Most Important Sale You Make May Be Your First! | |
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| The Most Important Sale You Make May Be Your First! | |
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| Searching for a Prospective Employer | |
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| Using Closing Techniques to Close the Deal (Get the Job) | |
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| Appendix | |
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| Glossary | |
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| Bibliography | |
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| Index | |