Ricco Groß (photo) wants to show travel sellers how they “can have more time, more bookings and more fun at the counter with authentic consultations”. The 29-year-old has become self-employed as a sales consultant for companies and rediscovered his old love for the travel industry.
Although not yet 30 years old, Groß knows exactly what he is talking about. His career began in 2014 in a travel agency in Bayreuth, with training as a tourism manager. According to his own statements, the Franconian has already specialized there in adventure travel. On one of his many trips to Mexico, Groß met his girlfriend, whom he followed to Hamburg. So he switched to STA Travel, then went to G Adventures, for which he worked in the field for three years.
“Then the pandemic came and I looked after their travel agency partners all over Europe in my home office,” says the tourism expert. During this time he decided to set up something of his own. Now he is a freelancer and does online sales consulting for companies. Previously, he had invested around 10,000 euros in himself to refine his skills. “Selling is a craft that can be learned,” Groß is certain. And so he offers his services to travel agencies and also explains in detail what he aims at.
Finish on the first appointment as a goal
After surveys in expi groups on social media and personal conversations, he found out where there are currently problems, or what is being done wrong at the counter. “Advice on an appointment is now standard, but there is a lack of proper preparation, among other things,” he says. For example, it should be clear beforehand whether the decision-makers are sitting at the table, participating in the zoom call or on the phone. “The goal should always be to graduate straight away,” says Groß. “Because once the customer is out the door, I no longer have any influence”. And there are already too many factors that cannot be influenced – currently flight changes, poor accessibility of the organizers, increased travel prices and more.
Proper preparation is everything
The second point in preparation is to ask the customers whether they have already submitted leave or know the period. If the answer is no, ask the customers to clarify this in advance. During the interview itself, it is important to find out where the true budget lies. This works best with small talk at the beginning of the conversation; with questions about the job or free time, so that one can inconspicuously hear what the financial situation is like. “Or just ask directly: you have given your budget as 800 euros per person. If we find your dream vacation, could you also live with 1,000 euros?” advises Groß.
With specific questions to success
Whereby you learn a lot of important things and how someone ticks, especially with small talk. However, the expi should always steer the conversation and ask the right questions so that it doesn’t get out of hand. However, this information is extremely helpful in determining needs, because emotions are supposed to be generated. “What does the dream holiday look like? I only find out if I ask specific questions. If the hotel is to be on the beach, then the next question has to be what the customer wants to do there. Playing with children, jogging or romantic walks?” , explains Groß.
When all this has happened, which shouldn’t take longer than an hour, it’s time for the presentation of the offer. Trust is the be-all and end-all here, only then will it come to a conclusion. Therefore, the travel consultant can take the time to present his expertise at the first contact. “This is also short and well-founded, with facts about your own experience in destinations, on round trips, safaris or similar – this is the only way to create trust,” says the 29-year-old.
Don’t just accept a no
And last but not least, after presenting the offer, respond to objections in the event of non-completion. Because many wanted to reconsider, sleep on it or something similar. “Here it’s very important not to just let the customer go. Otherwise it’s usually goodbye,” he says. “It is always important to make a follow-up appointment in order to have commitment. I’ll call her,” advises Groß. It’s even better to ask. Why does the customer want to think about it again, for example if the price causes stomach ache or the airline, the hotel – “whatever, only then do I have the chance to make improvements”. The follow-up is not pushy, on the contrary – it shows interest in the other person. And if the customer then just blocks, then you know that there is no real intention to book.
Sell better with small adjustment screws
In order to pass on his know-how in matters of sales, Groß is currently advising the first travel agencies that he looks after remotely. “The whole thing runs for twelve weeks and there are enough bits of knowledge that are conveyed via zoom call. This is followed by homework that is to be implemented at the counter, for example on how to conduct a conversation,” says Groß. And the results would then be discussed week by week. If you are interested, tourism professionals can send an e-mail to [email protected], because his advice is not available off the peg, but only after a personal conversation. He could also imagine face-to-face courses, but he likes to travel far too much and is therefore currently more specialized in online communication. “It can come from anywhere,” laughs Groß.
Sabine Schreiber-Berger
2023-08-11 05:36:48
#Selling #craft #learned
