How can you effectively upsell and cross-sell travel products over the phone?

1 Know your products

Before you can upsell or cross-sell anything, you need to have a thorough knowledge of your products and how they match the customer's needs, preferences, and budget. You should be able to explain the features, benefits, and value proposition of each product or service, as well as how they differ from the alternatives. You should also be familiar with the terms and conditions, the availability, and the booking process of each product or service. This will help you answer the customer's questions, address their objections, and build their trust and confidence.

2 Listen to your customer

The key to successful upselling and cross-selling is to listen to your customer and understand their motivations, expectations, and pain points. You should ask open-ended questions that elicit information about their travel goals, preferences, and budget, as well as their challenges, frustrations, and fears. You should also listen to their tone of voice, their level of interest, and their feedback. This will help you tailor your offer to their specific needs and wants, and show them how your products or services can solve their problems or enhance their experience.

3 Provide value and relevance

When you upsell or cross-sell over the phone, you should always focus on providing value and relevance to the customer, rather than pushing for a sale. You should explain how your products or services can help the customer achieve their travel goals, meet their preferences, and fit their budget. You should also highlight the benefits and advantages of your products or services, such as convenience, comfort, quality, safety, or exclusivity. You should use stories, testimonials, or examples to illustrate how your products or services have helped other customers in similar situations. You should also emphasize the urgency or scarcity of your products or services, such as limited availability, special discounts, or seasonal offers.

4 Overcome objections

One of the challenges of upselling and cross-selling over the phone is to overcome the customer's objections or concerns. You should anticipate the common objections that customers may have, such as price, quality, suitability, or timing, and prepare your responses accordingly. You should acknowledge the customer's objection, empathize with their perspective, and provide a counter-argument that addresses their concern and shows them the value of your offer. You should also use positive language, avoid being defensive or aggressive, and ask for feedback or confirmation.

5 Ask for the sale

The final step of upselling and cross-selling over the phone is to ask for the sale and close the deal. You should summarize the main points of your offer, restate the value and benefits of your products or services, and ask for the customer's opinion or agreement. You should use clear and confident language, avoid being pushy or desperate, and give the customer time to think and respond. You should also handle any questions or issues that the customer may have, and confirm the details and the payment of the booking. You should thank the customer for their business, and follow up with an email or a call to ensure their satisfaction and loyalty.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?