MCCCD Program Description

Tour Sales Techniques

Course: AIR134

First Term: 2018 Fall

Lec + Lab 2.0 Credit(s) 4.0 Period(s) 4.0 Load
Subject Type: Occupational
Load Formula: T

Description: Sales techniques for Tour Sales Representatives. Emphasis on sales techniques for vacation tour packages

MCCCD Official Course Competencies
1. Define selling and list the components of selling. (I) 2. Identify and describe the four types of customer vacation/tour package needs. (I) 3. Identify and describe the two characteristics of the selling mind-set. (II) 4. Explain how to implement the selling mind-set. (II) 5. Demonstrate effective telephone etiquette when selling vacation/tour packages. (III) 6. Demonstrate effective listening skills when selling vacation/tour packages. (III) 7. Use reflective statements to acknowledge customer inquiries. (III) 8. Determine whether a customer is an acquisition customer or a maintenance customer. (III) 9. Use effective probing techniques to determine customer needs. (III) 10. Use positive phrases and persuasive sales vocabulary to present product benefits and features. (III) 11. Identify and overcome sales resistance and objections. (III) 12. Promote vacation/tour packages for specific destinations. (I, II, III)
MCCCD Official Course Competencies must be coordinated with the content outline so that each major point in the outline serves one or more competencies. MCCCD faculty retains authority in determining the pedagogical approach, methodology, content sequencing, and assessment metrics for student work. Please see individual course syllabi for additional information, including specific course requirements.

MCCCD Official Course Outline
I. Introduction to Sales A. Definition of Selling B. Components of Selling C. Selling Yourself D. Customer Vacation/Tour Package Needs 1. Safety 2. Savings 3. Convenience 4. Comfort II. Selling Mind-Set A. Characteristics of the Selling Mind-Set 1. Self-Esteem 2. Mental Discipline B. Implementing the Selling Mind-Set III. Sales Technique A. Telephone Etiquette 1. Importance 2. Rate of Speech 3. Tone 4. Voice Inflection 5. Enunciation 6. Name Address 7. I and We Language 8. Greetings 9. Verbiage 10. Placing a Customer on Hold 11. Transferring Calls 12. Equipment Problems B. Listening Skills 1. Importance 2. Identifying Positive Customer Responses 3. Keys to Effective Listening C. Acknowledging Customer Inquiries 1. Importance 2. Using Reflective Statements D. Qualifying 1. Definition of Qualifying 2. Acquisition Customers 3. Maintenance Customers E. Probing to Determine Customer Needs 1. Definition of Probing 2. Importance of Probing 3. Open-Ended Questions 4. Closed-Ended Questions 5. Controlling the Call 6. Information Needed to Determine Customer`s Needs 7. Importance of Creating Urgency F. Product Presentation 1. Importance 2. Features 3. Benefits 4. Presenting Benefits with Features 5. Positive Phrases 6. Persuasive Sales Vocabulary 7. Features in the Component Screen 8. Providing Alternate Choices G. Closing the Sale 1. Importance 2. Using the Assumptive Close H. Sales Resistance and Objections 1. Identifying Resistance and Objections 2. Disarming the Customer 3. Overcoming Resistance and Objections 4. What to Say to Those Who Decide Not to Buy I. Recapping J. Extending the Sale 1. Importance 2. Asking the Right Questions

MCCCD Governing Board Approval Date: 11/22/1994

All information published is subject to change without notice. Every effort has been made to ensure the accuracy of information presented, but based on the dynamic nature of the curricular process, course and program information is subject to change in order to reflect the most current information available.