Here is some information from Carnival Cruise Line in reference to the Jones Act. Please make note of the last paragraph. It is now in writing that Carnival will take full responsibility for a passenger who misses the ship during embarkation when they purchased air fare thru Carnival. The Jones Act (also known as the Passenger Services Act) prohibits ships of Non-U.S registry from embarking and debarking guests at two different U.S ports. Such travel would constitute point-to-point transportation between two U.S ports, which is prohibited on foreign flagged ships. Note: Puerto Rico and the U.S Virgin Islands (St. Thomas; St. Croix; St. John) are not in the category of U.S ports under this act.
Any guest who insists on embarking or debarking in this situation (which violates the Jones Act) will accept responsibility for any resulting penalties ($300 per person).
Violations of the Jones Act are noted under each ship itinerary.
Original Carnival Policy
We are not to suggest or encourage guests who miss the ship at a home port to fly to a U.S port to embark the ship nor should they be given the option of paying the fine in order to board the ship. Joining the ship in a U.S port-of-call is in direct violation of the Jones Act.
New Policy
While in the past, we have discouraged guests from meeting at a U.S port due to the Jones Act, we may now advise guests that they can meet the ship!
Cruise Only Guests
Guests who do not purchase our Fly Aweigh program will be responsible for any and all travel expenses incurred, including the $300 per person Jones Act fee that Carnival may incur for violating this act. Guests will be charged the fee upon boarding the ship and can pay with a credit card, cash or on their Sail & Sign card.
Guest Solutions or Guest Services Sailing Support must be contacted. Before meeting the ship, the guest must sign an acknowledgment letter that they would like to meet the ship at the next U.S port and are willing to pay the fine. The signed letter will be scanned and sent to the on board Guest Services Manager along with any pertinent flight information.
Fly Aweigh Guests
As part of our Fly Aweigh program, Travel Services will cover the expense of the Jones Act fee of $300 per person for our Fly Aweigh guests.
When guests book Carnival's Fly Aweigh(r) program, they have the guarantee that should they experience a flight problem or delay along the way, Carnival will be responsible for getting them to their next destination (ship, next port of call or home) by securing flights, hotels and meals, when applicable, at no cost to them.
Friday, August 21, 2009
Wednesday, July 15, 2009
Update on Travel Insured
Commission Protection is no longer payable if a claim is paid under Travel Insured’s Cancel for Any Reason benefit, and no longer payable if a claim is paid due to the financial default of an airline, cruise line, tour operator or other travel supplier.
Friday, May 29, 2009
These tips for travelers could save your life
Experts offer potentially lifesaving traveling tips for hotels, transportation, dress
Never allow yourself to be forced into a strange vehicle; it could result in death
Where's the safest place to be on a bus? A security expert reveals his answer
What are the safest floors in a hotel? What do you do during a knife or gun attack?
updated 9:50 a.m. EDT, Wed May 27, 2009
By Steve Almasy
CNN
(CNN) -- How would you respond if you were checking into your hotel on an international vacation and your friend yelled, "Hey, what room are you in?"
Avoiding dangerous shortcuts is one way to protect yourself from criminals while traveling, security experts say.
Seems like an innocent enough question.
The best answer, according to security experts: say nothing. You don't know who may be listening with the idea of targeting you or your hotel room.
Even during seemingly harmless situations, travelers need to be what security professionals describe as "situationally aware."
"Situational awareness is the foundation of personal security," says Robert Siciliano, a personal security expert and the author of "The Safety Minute."
The need to maintain situational awareness extends to every minute you're on vacation -- whether you are walking down a street, riding a bus or shopping in a crowded market, Siciliano says.
Even in hotel lobbies, thieves can be lurking.
'They act like us'
"There are predators out there that look like us, they act like us," says Siciliano. "They are looking for their next victim. A victim isn't responsible for the crime that happened to them, but they are in the best position to prevent it."
We hear from experts about the need to be "vigilant" at all times. CNN security analyst Mike Brooks says that means you should always be asking yourself one question: "What if something happens here?"
Brooks says you shouldn't be paranoid, just be cognizant of the things that are going on around you. Have an idea of who is around you and where you would go if trouble arises.
The element of surprise is what a criminal counts on, Siciliano says. Robbers likely will attack you from behind or from the side. Many rob while mounted on scooters or motorcycles, so don't walk too close to the street.
Three things to focus on
Siciliano also says to decrease your chance of being a target of a criminal by maintaining your focus on three things.
"It's about body language, awareness and intuition," he says. If you look like you know what you're doing and where you are going -- even if you look like a tourist -- you're a lot less likely to be targeted.
The biggest danger is being too trusting of people, Brooks says, which could lead to a dangerous conflict.
Brooks and Siciliano offered 15 other safety tips to reduce your chances of becoming a victim during a trip.
15 safety tips for travelers
1. Luggage: When leaving an airport, never board public transportation with your luggage in tow, Brooks says. Lugging bags on buses, trains or trams, especially while traveling alone, is more dangerous than it's worth. If a thief runs off with one of your bags, you're left with a choice of stopping the criminal or protecting your remaining luggage. Short answer from Brooks: Find a cab.
2. Unsolicited car service: Never accept transportation from a person who first approaches you at the airport, grabs your bags and says they have a car waiting. If you want car service, arrange it in advance. If you rent a car, never stop for anyone who's not wearing a uniform. A common trick among criminals along the roadside is to lure unsuspecting drivers to pull over by faking a flat tire. Don't fall for this tactic, say experts. Keep going.
3. What's the safest hotel floor? Always try to get a room on floors 2-8. A room on the ground floor will be more easily accessible to criminals from the outside, Brooks says. A high level -- such as the 20th floor -- may be quieter, but in case of a fire, there's little chance firefighters could reach you with even their tallest ladder.
4. Dressing safely: Do your research and emulate locals and how they dress, Siciliano says. Blending in makes you less of a target than if you announce your home country by wearing your country's flag or national colors.
5. Instincts: Trust your instincts and don't venture through side streets, even if it seems like a convenient shortcut. Criminals like to strike in uncrowded areas, Brooks says. If you stick to the well-traveled streets, you'll be less likely to have anyone approach you with a gun or a knife, the experts say.
6. Jewelry: Leave the fancy jewelry at home. And carry your wallet in your front pocket, or better yet, get a money belt or a passport holder/wallet you can wear around your neck (but be sure to keep in under your shirt when you can). Be aware that people who are jostling you are potential pickpockets.
7. Wallet: Clean out your wallet before you leave home, Brooks says. Don't carry any more credit cards than you need. Make sure you leave your Social Security card behind.
8. Hotel behavior: Try to stay away from budget hotels as they are usually not in the best of areas, Brooks says. When you get to your hotel, keep an eye on people in the lobby and note how far your room is from a stairway. If there is a fire, Brooks says, you can't take the elevators and you need to know the quickest way out.
9. Where's the safest place on a bus? If you ride on a bus, stand near the bus driver or near an exit. If you find a seat, sit with your back to the side of the bus so you can see people in the front and back of the bus.
10. Invitations: Never go with someone you just met to their hotel room or invite them to yours, says Brooks. Also if they want to give you a ride to another hotel or bar, get your own cab.
11. Abductions by car: If someone orders you or tries to force you into a car, you must do whatever you can to stay out of that vehicle. "That means they are going to take you to the secondary crime scene, and nothing good ever happens at the secondary crime scene," Siciliano says. "That's where they identify the body."
12. Eye contact: Make eye contact with people, Siciliano says. Don't stare but use a "stern gaze" to acknowledge people around you. Criminals count on the element of surprise and will seek other victims if they know you have checked them out. "I'm not talking about staring people down, but acknowledging people around you," he says.
13. Eyewear: If you wear glasses, bring an extra pair, Brooks says. If they're broken in another country, getting a new prescription could be difficult and you want to be as alert as possible to your surroundings.
14. Knife or gun: Your options when someone approaches you with a gun are pretty simple. Both Brooks and Siciliano say to give the criminal your wallet, turn and run while yelling as loud as you can. Siciliano says the odds that person shoots at you are 50-50 and the chances they hit you are 50-50. If they come at you with a knife, drop to the ground, ball up to protect your torso (the kill zone) and kick at the attacker's knees or groin.
15. Proper research: Experts agree that the first thing any U.S. traveler should do to prepare for an international trip is go online at http://www.travel.state.gov.
Search the Web to find out what's happening right now at your destination which might affect your safety during your trip.
The U.S. State Department Web site posts official travel warnings and alerts for specific nations, along with details. The site also provides U.S. travelers a place to register with U.S. consulates and embassies in the countries they plan to visit, something experts say is an essential safety tool.
Never allow yourself to be forced into a strange vehicle; it could result in death
Where's the safest place to be on a bus? A security expert reveals his answer
What are the safest floors in a hotel? What do you do during a knife or gun attack?
updated 9:50 a.m. EDT, Wed May 27, 2009
By Steve Almasy
CNN
(CNN) -- How would you respond if you were checking into your hotel on an international vacation and your friend yelled, "Hey, what room are you in?"
Avoiding dangerous shortcuts is one way to protect yourself from criminals while traveling, security experts say.
Seems like an innocent enough question.
The best answer, according to security experts: say nothing. You don't know who may be listening with the idea of targeting you or your hotel room.
Even during seemingly harmless situations, travelers need to be what security professionals describe as "situationally aware."
"Situational awareness is the foundation of personal security," says Robert Siciliano, a personal security expert and the author of "The Safety Minute."
The need to maintain situational awareness extends to every minute you're on vacation -- whether you are walking down a street, riding a bus or shopping in a crowded market, Siciliano says.
Even in hotel lobbies, thieves can be lurking.
'They act like us'
"There are predators out there that look like us, they act like us," says Siciliano. "They are looking for their next victim. A victim isn't responsible for the crime that happened to them, but they are in the best position to prevent it."
We hear from experts about the need to be "vigilant" at all times. CNN security analyst Mike Brooks says that means you should always be asking yourself one question: "What if something happens here?"
Brooks says you shouldn't be paranoid, just be cognizant of the things that are going on around you. Have an idea of who is around you and where you would go if trouble arises.
The element of surprise is what a criminal counts on, Siciliano says. Robbers likely will attack you from behind or from the side. Many rob while mounted on scooters or motorcycles, so don't walk too close to the street.
Three things to focus on
Siciliano also says to decrease your chance of being a target of a criminal by maintaining your focus on three things.
"It's about body language, awareness and intuition," he says. If you look like you know what you're doing and where you are going -- even if you look like a tourist -- you're a lot less likely to be targeted.
The biggest danger is being too trusting of people, Brooks says, which could lead to a dangerous conflict.
Brooks and Siciliano offered 15 other safety tips to reduce your chances of becoming a victim during a trip.
15 safety tips for travelers
1. Luggage: When leaving an airport, never board public transportation with your luggage in tow, Brooks says. Lugging bags on buses, trains or trams, especially while traveling alone, is more dangerous than it's worth. If a thief runs off with one of your bags, you're left with a choice of stopping the criminal or protecting your remaining luggage. Short answer from Brooks: Find a cab.
2. Unsolicited car service: Never accept transportation from a person who first approaches you at the airport, grabs your bags and says they have a car waiting. If you want car service, arrange it in advance. If you rent a car, never stop for anyone who's not wearing a uniform. A common trick among criminals along the roadside is to lure unsuspecting drivers to pull over by faking a flat tire. Don't fall for this tactic, say experts. Keep going.
3. What's the safest hotel floor? Always try to get a room on floors 2-8. A room on the ground floor will be more easily accessible to criminals from the outside, Brooks says. A high level -- such as the 20th floor -- may be quieter, but in case of a fire, there's little chance firefighters could reach you with even their tallest ladder.
4. Dressing safely: Do your research and emulate locals and how they dress, Siciliano says. Blending in makes you less of a target than if you announce your home country by wearing your country's flag or national colors.
5. Instincts: Trust your instincts and don't venture through side streets, even if it seems like a convenient shortcut. Criminals like to strike in uncrowded areas, Brooks says. If you stick to the well-traveled streets, you'll be less likely to have anyone approach you with a gun or a knife, the experts say.
6. Jewelry: Leave the fancy jewelry at home. And carry your wallet in your front pocket, or better yet, get a money belt or a passport holder/wallet you can wear around your neck (but be sure to keep in under your shirt when you can). Be aware that people who are jostling you are potential pickpockets.
7. Wallet: Clean out your wallet before you leave home, Brooks says. Don't carry any more credit cards than you need. Make sure you leave your Social Security card behind.
8. Hotel behavior: Try to stay away from budget hotels as they are usually not in the best of areas, Brooks says. When you get to your hotel, keep an eye on people in the lobby and note how far your room is from a stairway. If there is a fire, Brooks says, you can't take the elevators and you need to know the quickest way out.
9. Where's the safest place on a bus? If you ride on a bus, stand near the bus driver or near an exit. If you find a seat, sit with your back to the side of the bus so you can see people in the front and back of the bus.
10. Invitations: Never go with someone you just met to their hotel room or invite them to yours, says Brooks. Also if they want to give you a ride to another hotel or bar, get your own cab.
11. Abductions by car: If someone orders you or tries to force you into a car, you must do whatever you can to stay out of that vehicle. "That means they are going to take you to the secondary crime scene, and nothing good ever happens at the secondary crime scene," Siciliano says. "That's where they identify the body."
12. Eye contact: Make eye contact with people, Siciliano says. Don't stare but use a "stern gaze" to acknowledge people around you. Criminals count on the element of surprise and will seek other victims if they know you have checked them out. "I'm not talking about staring people down, but acknowledging people around you," he says.
13. Eyewear: If you wear glasses, bring an extra pair, Brooks says. If they're broken in another country, getting a new prescription could be difficult and you want to be as alert as possible to your surroundings.
14. Knife or gun: Your options when someone approaches you with a gun are pretty simple. Both Brooks and Siciliano say to give the criminal your wallet, turn and run while yelling as loud as you can. Siciliano says the odds that person shoots at you are 50-50 and the chances they hit you are 50-50. If they come at you with a knife, drop to the ground, ball up to protect your torso (the kill zone) and kick at the attacker's knees or groin.
15. Proper research: Experts agree that the first thing any U.S. traveler should do to prepare for an international trip is go online at http://www.travel.state.gov.
Search the Web to find out what's happening right now at your destination which might affect your safety during your trip.
The U.S. State Department Web site posts official travel warnings and alerts for specific nations, along with details. The site also provides U.S. travelers a place to register with U.S. consulates and embassies in the countries they plan to visit, something experts say is an essential safety tool.
Sunday, May 3, 2009
phone call from Cozumel
This was a posting on one of the Travel Agent Forums that I belong to. It was posted by a travel agent with clients in Cozumel
Thought you all might be interested in a phone call I just had from clients who are at the Palace Resort in Cozumel this week.
She just wanted me to know that she and her family (nine) were all having the time of their lives and there was no sign of any sickness or anything in Cozumel. She said you don't have to worry about being in crowds because there aren't any, but the weather, resort and everything is wonderful.
She and her family having been watching CNN and were pretty unhappy with the way this has been handled for Mexico........told me I could give her phone number and cell phone number to any other of my clients who were hesitant about going.
This is a pretty careful lady...we went through many phone calls about the drug problems in Mexico...she just wanted to be sure she wasn't taking her family to any dangerous place, so I feel that she is entirely sincere. Said they were tipping like mad because they feel so sorry for the workers in the somewhat empty resorts over what she called "misinformation about Mexico".
She said they had taken the ferry over to Playacar a couple of times to shop and all is well, there as well, except it is totally uncrowded.
She had high praises for the Cozumel Palace and staff.
Thought you all might be interested in a phone call I just had from clients who are at the Palace Resort in Cozumel this week.
She just wanted me to know that she and her family (nine) were all having the time of their lives and there was no sign of any sickness or anything in Cozumel. She said you don't have to worry about being in crowds because there aren't any, but the weather, resort and everything is wonderful.
She and her family having been watching CNN and were pretty unhappy with the way this has been handled for Mexico........told me I could give her phone number and cell phone number to any other of my clients who were hesitant about going.
This is a pretty careful lady...we went through many phone calls about the drug problems in Mexico...she just wanted to be sure she wasn't taking her family to any dangerous place, so I feel that she is entirely sincere. Said they were tipping like mad because they feel so sorry for the workers in the somewhat empty resorts over what she called "misinformation about Mexico".
She said they had taken the ferry over to Playacar a couple of times to shop and all is well, there as well, except it is totally uncrowded.
She had high praises for the Cozumel Palace and staff.
Wednesday, April 29, 2009
From the NY Times 4/29/09: cruise ships cancel Mexico stops
Five cruise lines, including the world’s two largest, Carnival and Royal Caribbean, said they were immediately stopping all port calls in Mexico. Princess Cruises, Holland America and Norwegian Cruise Line also said they were suspending Mexican stopovers. Cruises to Mexico accounted for about 7 percent of cruise traffic worldwide in 2008, according to the Cruise Line Industry Association.
Tuesday, April 28, 2009
Latest update on the swine flu
Check this link for the up to date info on the swine flu
http://www.travelpulse.com/Resources/Editorial.aspx?n=54962
http://www.travelpulse.com/Resources/Editorial.aspx?n=54962
Monday, April 20, 2009
Happy Vacations Update
FOR IMMEDIATE RELEASE
April 20, 2009
Happy Vacations to Reorganize
Several weeks ago Happy Vacations secured limited financing as an interim step towards a recapitalization. The company has been in discussions with a number of interested parties to add more capital and to potentially buy all or part of the company. Those discussions continue. Happy Vacations, however, has yet to obtain the needed funds and has no choice, at least in the interim, to cease current operations.
“The company has some viable components that are less affected by these very difficult economic times, and we will build on these to emerge from reorganization as a stronger company.”
“After 40 years in the business we at Happy Vacations are heart-broken about the turn of events and our difficult decision to disrupt our current operations. We truly appreciate the support and concern from our Travel Agency and vendor partners. We apologize for any disruption, inconvenience or losses.” said David Marshall, President, Happy Vacations.
Happy is working with other travel providers to protect as many travelers as possible and will distribute this information throughout the week. Travel Agents are advised to take immediate action to ensure that your clients’ trips are not disrupted.
April 20, 2009
Happy Vacations to Reorganize
Several weeks ago Happy Vacations secured limited financing as an interim step towards a recapitalization. The company has been in discussions with a number of interested parties to add more capital and to potentially buy all or part of the company. Those discussions continue. Happy Vacations, however, has yet to obtain the needed funds and has no choice, at least in the interim, to cease current operations.
“The company has some viable components that are less affected by these very difficult economic times, and we will build on these to emerge from reorganization as a stronger company.”
“After 40 years in the business we at Happy Vacations are heart-broken about the turn of events and our difficult decision to disrupt our current operations. We truly appreciate the support and concern from our Travel Agency and vendor partners. We apologize for any disruption, inconvenience or losses.” said David Marshall, President, Happy Vacations.
Happy is working with other travel providers to protect as many travelers as possible and will distribute this information throughout the week. Travel Agents are advised to take immediate action to ensure that your clients’ trips are not disrupted.
Thursday, April 16, 2009
How to Make Your Clients Love You
How To Make Your Clients Love You
Chaitanya Sagar April 15th, 2009 -
It surprises me how many businesses are out there for whom it’s okay to have a client who is dissatisfied. Many times, the business objective seems to be just to do the bare minimum that gets their money from the client.
If you are actually in the business spending time, i.e. you are spending part of your life, why not aim to delight the customer?
I will give you one reason why you want to delight the customer. Most of services business comes through referrals. And a delighted customer is much more likely to refer someone than a customer whose expectations you have barely managed to meet.
To Delight, What Matters Most is You
If you have been able to delight a boss at a job, a team manager at a voluntary organization or for that matter another client, you will know what it takes to delight a customer. The skills that go into delighting a boss are the exact same skills that help you delight a customer. Broadly, the ability the inspire trust, the ability to ask the right questions and listen to the customer and the ability to under promise and over deliver are the skills you have to develop if you want to delight customers.
Inspire Trust
Does someone who works with you trust you? Will they want to share their secrets with you? Or ask for advice? The pattern of behavior that inspires trust is very important. It’s the sense of “Yes-this-person-can-do-it” feeling that’s important in the beginning of a relationship. After you establish a relationship, your track record (delivery on promises and honesty) counts.
Listening
Asking the right questions and listening to customers is important to make the customer articulate what she wants and make her feel important.
Most [means all :-)] people have a need-the need to feel important; the need to be acknowledged and understood; the need to feel valued and cared for. When you deliver a service, the above needs come to the fore. When a client’s need for feeling important is not satisfied, it hurts him/her and she/he feels neglected.
How do you make the client feel important and cared for? There is one simple way.
Listen to your client well. It’s as simple as it sounds. And it’s easy to implement.
Over Deliver
If you deliver to her specs, the client would think that’s what she bought. You have to over deliver. This means that it has to show that you had worked harder and smarter than what she asked for. It can be that if the client asked for 10, you give her 12. If she asked for x amount of quality, give her more than that. If you have to deliver on 17th, deliver it on 15th itself. That positive “surprise” is an essential element in delighting customers.
Taking the customer into confidence when things go wrong
In case you are unable to meet a commitment, the best way out is to own up to the shortfall. The thumb rule is: make a bad news known to the client as soon as possible but delay good news till it actually materializes. Both will prove your sensitivity to the customer.
Most service businesses are relationship based businesses. That means that the more customers you can keep, the better business you will build and the more profits and revenue you will make. On the other hand, if your repeat business is low, that translates into higher customer acquisition costs.
* * * * *
About the Author: Chaitanya Sagar is the Co-Founder and CEO of p2w2 (for PeopleToWorkWith), which helps small businesses outsource services like business and financial planning, software, virtual assistance, and research. p2w2 focuses on bringing quotes fast from professionals and giving the right information to make an informed decision. p2w2 also helps build relationships with vendors so you can focus on your business. Chaitanya blogs at p2w2 blog.
Enjoy this post? Discover more like it when you Subscribe to the OPEN Forum Blog RSS feed.
Chaitanya Sagar April 15th, 2009 -
It surprises me how many businesses are out there for whom it’s okay to have a client who is dissatisfied. Many times, the business objective seems to be just to do the bare minimum that gets their money from the client.
If you are actually in the business spending time, i.e. you are spending part of your life, why not aim to delight the customer?
I will give you one reason why you want to delight the customer. Most of services business comes through referrals. And a delighted customer is much more likely to refer someone than a customer whose expectations you have barely managed to meet.
To Delight, What Matters Most is You
If you have been able to delight a boss at a job, a team manager at a voluntary organization or for that matter another client, you will know what it takes to delight a customer. The skills that go into delighting a boss are the exact same skills that help you delight a customer. Broadly, the ability the inspire trust, the ability to ask the right questions and listen to the customer and the ability to under promise and over deliver are the skills you have to develop if you want to delight customers.
Inspire Trust
Does someone who works with you trust you? Will they want to share their secrets with you? Or ask for advice? The pattern of behavior that inspires trust is very important. It’s the sense of “Yes-this-person-can-do-it” feeling that’s important in the beginning of a relationship. After you establish a relationship, your track record (delivery on promises and honesty) counts.
Listening
Asking the right questions and listening to customers is important to make the customer articulate what she wants and make her feel important.
Most [means all :-)] people have a need-the need to feel important; the need to be acknowledged and understood; the need to feel valued and cared for. When you deliver a service, the above needs come to the fore. When a client’s need for feeling important is not satisfied, it hurts him/her and she/he feels neglected.
How do you make the client feel important and cared for? There is one simple way.
Listen to your client well. It’s as simple as it sounds. And it’s easy to implement.
Over Deliver
If you deliver to her specs, the client would think that’s what she bought. You have to over deliver. This means that it has to show that you had worked harder and smarter than what she asked for. It can be that if the client asked for 10, you give her 12. If she asked for x amount of quality, give her more than that. If you have to deliver on 17th, deliver it on 15th itself. That positive “surprise” is an essential element in delighting customers.
Taking the customer into confidence when things go wrong
In case you are unable to meet a commitment, the best way out is to own up to the shortfall. The thumb rule is: make a bad news known to the client as soon as possible but delay good news till it actually materializes. Both will prove your sensitivity to the customer.
Most service businesses are relationship based businesses. That means that the more customers you can keep, the better business you will build and the more profits and revenue you will make. On the other hand, if your repeat business is low, that translates into higher customer acquisition costs.
* * * * *
About the Author: Chaitanya Sagar is the Co-Founder and CEO of p2w2 (for PeopleToWorkWith), which helps small businesses outsource services like business and financial planning, software, virtual assistance, and research. p2w2 focuses on bringing quotes fast from professionals and giving the right information to make an informed decision. p2w2 also helps build relationships with vendors so you can focus on your business. Chaitanya blogs at p2w2 blog.
Enjoy this post? Discover more like it when you Subscribe to the OPEN Forum Blog RSS feed.
Saturday, March 28, 2009
Five Essential Selling Skills
Five Essential Selling Skills
The following is an overview of the sales process as presented by CLIA.
1. Opening. This is an opportunity to start building rapport with your client. People prefer to buy things from people they like. We are not here to take someones money but rather to provide a friendly, professional service. You have one chance to make a first impression, be certain to put your best foot forward. Be confident about your product knowledge. For sales over the phone the following tips should prove to be helpful.
Good______(morning, afternoon, evening)! This is_______, how may I assist in planning your travel?
Speak clearly and evenly - not too fast nor too slow.
Avoid slang and travel jargon.
Answer the callers questions completely.
Avoid negative words such as not yet, never, etc.
You should never show disappointment or negative emotion in your voice.
Think positively. Be prepared to consider all alternatives.
Lead the conversation.
Allow the caller to finish a sentence or phrase.Listen to your client.
Be patient and polite.
Use your clients name often.
Don’t be rushed.
Don’t guess at answers; say I’ll be happy to check that for you.
Be friendly, be happy, be helpful, and be in control.
Use important words such as Please, Thank you, May I, One moment please.
When placing a caller on hold, advise the caller why you are placing them on hold. Say ”One moment please, I’ll place you on hold,” and advise why. Then wait for permission by the caller.
Ask a friend if your phone voice is too soft or loud.
Ask for the customers name early in the conversation and use it.
People like to hear their name and it increases their attention.
Treat every customer like your best customer.
Don’t rush into a sales pitch. The initial part of the sales process is to establish a relationship with the client. Get to know them as a person and give them the opportunity to get to know you.
2. Qualifying. This is the time to determine the clients needs. It is important to control the conversation. This is best accomplished by asking the appropriate relevant questions. An analogy can be made to a doctor asking a patient questions in order to make a proper diagnosis. Basic questions reveal information such as who, what, when, where, and why. You need the answers to these questions in order to recommend the best travel product. Clients have travel needs. A travel professional realizes that understanding these needs and satisfying them builds a base of happy clients.
Required information includes the names of all passengers traveling (spelling counts). Get the address, home, business and fax number and email address. It would be a shame to do a lot of work and lose a sale because you couldn't contact a client. Find out the travel dates, length of travel, number of people traveling, and if they are at all flexible. Ask the client if they can travel at a different time if the rates are better. Try to determine the budget. Clients may be reluctant to give that information but it is important for several reasons. It puts the client on notice they will have to pay for the travel product which hopefully will eliminate clients who are not serious. Ask the client how they are going to pay for their trip. When you ask for the money later it will be something the are expecting. Explain how certain products have different price levels because they provide higher levels of service and amenities. These can command a higher price. One travel product may be slightly higher priced than another but if the perceived value is significantly better the client is often willing to spend the extra money. Don’t be afraid to sell up. Find out what kind of travel the clients have done previously. What did they like or dislike about their previous experience and do they want something similar next time. Some travel providers give special discounts for past passengers or senior citizens. Ask if either of these apply for your client, it can give you a competitive advantage. What kind of accommodations do they want. Are there any special occasions to celebrate or special needs (disabled passenger?). Sales is detective work. Qualifying gathers clues which help lead to the solution.
3. Recommending. Two steps are necessary in recommending. The first step involves finding the best solution to the clients travel needs. Based on your qualifying one or two possibilities should emerge as the best possibilities. Don’t give the client too many options to consider, it only serves to confuse them and make closing more difficult. During your qualifying try to avoid pre-selling any particular travel product because it may be unavailable or priced too high. After you have found the best solution it is time to make a recommendation to the client. Begin by reconnecting with the client. Go over the key facts. Start to get your client in the habit of agreeing with you. This also helps avoid objections. Be excited, enthusiasm is contagious. It is vital to create a sense of urgency. Emphasize limited availability, the great prices you have won’t last long. Stress how this is the very best answer to their needs. Give them a sense of ownership. When selling a cruise a phrase such as “Your cabin is on the ______ deck.”
Try to paint a picture with words. Here are some key phrases for cruises. Gourmet cuisine, 5 star dining, award winning cuisine, white glove service, exciting Las Vegas style shows, Broadway reviews, brightly costumed singers and dancers, fresh sea air, romantic moonlit stroll on the deck, pulsating disco, piano bar, lavish midnight buffet, try your luck in the casino, board the ship as a passenger - leave as cargo, workout in the onboard fitness center, treat yourself to a massage or facial, lounge by the pool with a cool topical drink, white sand beaches, lush tropical paradise, calypso music, pampering, 24 hour room service, shop till you drop, nightly turn down service. Whatever vacation your clients are looking for, you can find ways of helping them to imagine they are going to be there soon.
4. Closing. Many agents do a great job opening, qualifying, and recommending but are afraid to ask for the sale. All the time and effort invested goes down the drain. It also does the client a terrible disservice since they are not going on that great trip they really want. Don’t hard sell. It makes you look desperate and is annoying to most people. A large number of clients merely need to be told that a deposit or full payment is needed to secure their trip. Expect to make the sale. Have confidence in your voice, perhaps even a slightly authoritative tone. Never be rude or obnoxious. Simply ask for payment. Alternative choice often works. “When you are on your cruise do you prefer early or late seating?” “Do you prefer to put that on a Visa or Mastercard?” After you have asked for the order be quiet, give the client a chance to respond. Be aware of buying signals. When a client makes statements such as “that sounds good to me” or “all of this is included” go ahead and ask for the order. An agent can talk himself out of a sale by talking too much and not listening. Often you will be faced with objections. If a client says no it may really mean not yet. Be prepared to deal with objections. Don’t be afraid to ask for the sale after you have handled objections. You may need to ask for the sale four or five times. You have nothing to loose by asking for the order.
There are five basic reasons why clients don’t buy.
1. Wrong seller
2. Wrong product
3. Wrong price
4. Wrong sales techniques
5. Were never asked
By working as a professional sales person you can eliminate most of these reasons. These techniques can greatly increase your closing percentages.
5. Handling Objections. An objection isn’t a rejection but merely a request for more information. It is the clients way of saying they are not quite ready to make a buying decision. Use the objection to help close the sale. Probe the objection - see what’s behind it.
Conditionally close the sale. Ask “If I can satisfy this objection are you ready to make a decision?” Objections come in different forms but usually can be traced to not completely qualifying the client. Handle objections by reconfirming other aspects of your travel solution that meet your clients needs. Focus on getting agreement from them. Once you have overcome all other objections about the trip itself, price may be the final obstacle. A competitor may be offering a better price. Be sure you are comparing apples to apples. Concentrate on selling value instead of price. Objections are your clients way of opening up to you and really getting to the bottom of what is needed in a product or service. By encouraging the voicing of such objections, you can quickly assess your clients whole package of needs, and, one by one, turn each objection into a benefit your product or service can offer. Objections can be used to your advantage once you realize you are getting valuable information about your clients needs and the product or service he is seeking.
Go the extra step for your clients. Many agents try get frustrated and try to avoid difficult customers. There isn't much competition for rude customers. Kill them with kindness and you will have a loyal client who will appreciate your efforts, recommend you to friends, and help build a bigger, more profitable client base.
The following is an overview of the sales process as presented by CLIA.
1. Opening. This is an opportunity to start building rapport with your client. People prefer to buy things from people they like. We are not here to take someones money but rather to provide a friendly, professional service. You have one chance to make a first impression, be certain to put your best foot forward. Be confident about your product knowledge. For sales over the phone the following tips should prove to be helpful.
Good______(morning, afternoon, evening)! This is_______, how may I assist in planning your travel?
Speak clearly and evenly - not too fast nor too slow.
Avoid slang and travel jargon.
Answer the callers questions completely.
Avoid negative words such as not yet, never, etc.
You should never show disappointment or negative emotion in your voice.
Think positively. Be prepared to consider all alternatives.
Lead the conversation.
Allow the caller to finish a sentence or phrase.Listen to your client.
Be patient and polite.
Use your clients name often.
Don’t be rushed.
Don’t guess at answers; say I’ll be happy to check that for you.
Be friendly, be happy, be helpful, and be in control.
Use important words such as Please, Thank you, May I, One moment please.
When placing a caller on hold, advise the caller why you are placing them on hold. Say ”One moment please, I’ll place you on hold,” and advise why. Then wait for permission by the caller.
Ask a friend if your phone voice is too soft or loud.
Ask for the customers name early in the conversation and use it.
People like to hear their name and it increases their attention.
Treat every customer like your best customer.
Don’t rush into a sales pitch. The initial part of the sales process is to establish a relationship with the client. Get to know them as a person and give them the opportunity to get to know you.
2. Qualifying. This is the time to determine the clients needs. It is important to control the conversation. This is best accomplished by asking the appropriate relevant questions. An analogy can be made to a doctor asking a patient questions in order to make a proper diagnosis. Basic questions reveal information such as who, what, when, where, and why. You need the answers to these questions in order to recommend the best travel product. Clients have travel needs. A travel professional realizes that understanding these needs and satisfying them builds a base of happy clients.
Required information includes the names of all passengers traveling (spelling counts). Get the address, home, business and fax number and email address. It would be a shame to do a lot of work and lose a sale because you couldn't contact a client. Find out the travel dates, length of travel, number of people traveling, and if they are at all flexible. Ask the client if they can travel at a different time if the rates are better. Try to determine the budget. Clients may be reluctant to give that information but it is important for several reasons. It puts the client on notice they will have to pay for the travel product which hopefully will eliminate clients who are not serious. Ask the client how they are going to pay for their trip. When you ask for the money later it will be something the are expecting. Explain how certain products have different price levels because they provide higher levels of service and amenities. These can command a higher price. One travel product may be slightly higher priced than another but if the perceived value is significantly better the client is often willing to spend the extra money. Don’t be afraid to sell up. Find out what kind of travel the clients have done previously. What did they like or dislike about their previous experience and do they want something similar next time. Some travel providers give special discounts for past passengers or senior citizens. Ask if either of these apply for your client, it can give you a competitive advantage. What kind of accommodations do they want. Are there any special occasions to celebrate or special needs (disabled passenger?). Sales is detective work. Qualifying gathers clues which help lead to the solution.
3. Recommending. Two steps are necessary in recommending. The first step involves finding the best solution to the clients travel needs. Based on your qualifying one or two possibilities should emerge as the best possibilities. Don’t give the client too many options to consider, it only serves to confuse them and make closing more difficult. During your qualifying try to avoid pre-selling any particular travel product because it may be unavailable or priced too high. After you have found the best solution it is time to make a recommendation to the client. Begin by reconnecting with the client. Go over the key facts. Start to get your client in the habit of agreeing with you. This also helps avoid objections. Be excited, enthusiasm is contagious. It is vital to create a sense of urgency. Emphasize limited availability, the great prices you have won’t last long. Stress how this is the very best answer to their needs. Give them a sense of ownership. When selling a cruise a phrase such as “Your cabin is on the ______ deck.”
Try to paint a picture with words. Here are some key phrases for cruises. Gourmet cuisine, 5 star dining, award winning cuisine, white glove service, exciting Las Vegas style shows, Broadway reviews, brightly costumed singers and dancers, fresh sea air, romantic moonlit stroll on the deck, pulsating disco, piano bar, lavish midnight buffet, try your luck in the casino, board the ship as a passenger - leave as cargo, workout in the onboard fitness center, treat yourself to a massage or facial, lounge by the pool with a cool topical drink, white sand beaches, lush tropical paradise, calypso music, pampering, 24 hour room service, shop till you drop, nightly turn down service. Whatever vacation your clients are looking for, you can find ways of helping them to imagine they are going to be there soon.
4. Closing. Many agents do a great job opening, qualifying, and recommending but are afraid to ask for the sale. All the time and effort invested goes down the drain. It also does the client a terrible disservice since they are not going on that great trip they really want. Don’t hard sell. It makes you look desperate and is annoying to most people. A large number of clients merely need to be told that a deposit or full payment is needed to secure their trip. Expect to make the sale. Have confidence in your voice, perhaps even a slightly authoritative tone. Never be rude or obnoxious. Simply ask for payment. Alternative choice often works. “When you are on your cruise do you prefer early or late seating?” “Do you prefer to put that on a Visa or Mastercard?” After you have asked for the order be quiet, give the client a chance to respond. Be aware of buying signals. When a client makes statements such as “that sounds good to me” or “all of this is included” go ahead and ask for the order. An agent can talk himself out of a sale by talking too much and not listening. Often you will be faced with objections. If a client says no it may really mean not yet. Be prepared to deal with objections. Don’t be afraid to ask for the sale after you have handled objections. You may need to ask for the sale four or five times. You have nothing to loose by asking for the order.
There are five basic reasons why clients don’t buy.
1. Wrong seller
2. Wrong product
3. Wrong price
4. Wrong sales techniques
5. Were never asked
By working as a professional sales person you can eliminate most of these reasons. These techniques can greatly increase your closing percentages.
5. Handling Objections. An objection isn’t a rejection but merely a request for more information. It is the clients way of saying they are not quite ready to make a buying decision. Use the objection to help close the sale. Probe the objection - see what’s behind it.
Conditionally close the sale. Ask “If I can satisfy this objection are you ready to make a decision?” Objections come in different forms but usually can be traced to not completely qualifying the client. Handle objections by reconfirming other aspects of your travel solution that meet your clients needs. Focus on getting agreement from them. Once you have overcome all other objections about the trip itself, price may be the final obstacle. A competitor may be offering a better price. Be sure you are comparing apples to apples. Concentrate on selling value instead of price. Objections are your clients way of opening up to you and really getting to the bottom of what is needed in a product or service. By encouraging the voicing of such objections, you can quickly assess your clients whole package of needs, and, one by one, turn each objection into a benefit your product or service can offer. Objections can be used to your advantage once you realize you are getting valuable information about your clients needs and the product or service he is seeking.
Go the extra step for your clients. Many agents try get frustrated and try to avoid difficult customers. There isn't much competition for rude customers. Kill them with kindness and you will have a loyal client who will appreciate your efforts, recommend you to friends, and help build a bigger, more profitable client base.
Wednesday, February 18, 2009
Q & A with Isaac from Travel Insured
I spoke with Isaac the other day and had some questions for him which I thought I would share:
Q: If a client cancels their trip that is insured and there is no penalty (cancelled before penalty period), can they use the insurance policy for a future trip? And if so, what is the cutoff date?
A: Yes they can, provided they are not filing a claim for any airline tickets or a claim of any kind. They will be able to reuse the policy one year from the original departure date and we need to be notified of the cancellation before that original departure date.
Q: If a client has to put down a deposit to be on a waitlist for a cruise, then finds out 6 weeks later that the cruise is now available, what is considered the deposit date? If the deposit date is the date they were put on the waitlist, what happens to pre-ex if they purchase the insurance when the cruise is actually confirmed?
A: The initial deposit date would be the date the pay the deposit, even though they're going on a waitlist. If they do not get on the cruise, because there is no more room, we would need the documentation from the cruise line and we could refund the insurance policy.
Q: Is mental illness covered for pre-ex? Alzheimer's? If not, would cancel for any reason coverage be the best thing for this type of client, so that if, for example, they were hospitalized due to mental illness the day prior to their trip?
A: Mental illness is covered for Pre-ex, but they need to be hospitalized. Also, we do not look at Alzheimer's as a mental illness. It is a brain disorder that destroys the brain cells. We do not classify this as the typical mental illness such as manic depressive disorder or bipolar disorder.
Q: If a client's return flight is cancelled, is the coverage extended to when they are actually able to return?
A: Yes.
Q: Are there any exceptions to "cancel for any time" coverage?
A: Nope.
Q: If a client cancels their trip that is insured and there is no penalty (cancelled before penalty period), can they use the insurance policy for a future trip? And if so, what is the cutoff date?
A: Yes they can, provided they are not filing a claim for any airline tickets or a claim of any kind. They will be able to reuse the policy one year from the original departure date and we need to be notified of the cancellation before that original departure date.
Q: If a client has to put down a deposit to be on a waitlist for a cruise, then finds out 6 weeks later that the cruise is now available, what is considered the deposit date? If the deposit date is the date they were put on the waitlist, what happens to pre-ex if they purchase the insurance when the cruise is actually confirmed?
A: The initial deposit date would be the date the pay the deposit, even though they're going on a waitlist. If they do not get on the cruise, because there is no more room, we would need the documentation from the cruise line and we could refund the insurance policy.
Q: Is mental illness covered for pre-ex? Alzheimer's? If not, would cancel for any reason coverage be the best thing for this type of client, so that if, for example, they were hospitalized due to mental illness the day prior to their trip?
A: Mental illness is covered for Pre-ex, but they need to be hospitalized. Also, we do not look at Alzheimer's as a mental illness. It is a brain disorder that destroys the brain cells. We do not classify this as the typical mental illness such as manic depressive disorder or bipolar disorder.
Q: If a client's return flight is cancelled, is the coverage extended to when they are actually able to return?
A: Yes.
Q: Are there any exceptions to "cancel for any time" coverage?
A: Nope.
Sunday, January 18, 2009
10 Tips for a Successful Bridal Show
10 Tips for a Successful Bridal Show
By: Nicole A. Walker
The Successful Bridal Show Guide
It's bridal show season again ... with the time and money you put into being in bridal shows, you want to get the most out of your presence there, right?! Here are some tips...
1. Be sure to advertise that you will be at the Show! Post it on your website, send out flyers, etc.: "Don't forget to come see us at the ‘Bridal Show’ on this date, this location, this time, etc.". Placing a sticker on the back of business cards and handing them out at Shows is a great advertisement as well – be sure to tell them that you have a bridal program and do personal consultations for FREE and ask them to give any brides they know your card!
2. Once you are there, make sure you are set up and prepared before the brides start coming in! Bring plenty of literature (brochures and such)—it is better to have too many than to run out! Keep your booth clean and attractive, not cluttered.
3. Come up with something creative to set yourself apart from your competition and bring attention to your booth: i.e. an exciting theme, a special offer, demonstrations, giveaways, samples, etc.... I use a small white Xmas tree with lia sophia boxes and silver ribbons tied to each one hanging all over the tree with a “Bride” tree topper (It’s a porcelain doll tree topper with a gorgeous white dress on)! Bring your Calendar! Book the Shows right then!
4. Have a 3-minute infomercial planned – rehearse it and know it! You have approx 3 minutes to convince a passer-by that you offer a service they need!
5. Don't forget to dress the part! Think of it like a business meeting, because in a sense that is what it is. The brides are looking for people to do business with. You wouldn't show up to a wedding in everyday clothes would you?
6. Never leave your booth unattended! And don't eat at your booth. You always want to portray a professional image. Even if it seems slow, you never know who might be watching.
7. When brides come by your booth, start up a conversation with them! Ask, “Are you planning your special day?” Be outgoing and excited about their day and be excited about your services and don't forget to SMILE. Remember –it is ALL ABOUT THE BRIDE! Ask if she has a photo of her gown or has one picked out – let her know you do you private consultations! If she has a photo, compliment her! Gush ladies – make her feel special!
8. Even if the Show has brides register when they come in, try to get them to register with you as well. Giveaways and special drawings at your booth can help here, too. Offer an incentive for booking a Show that day or for scheduling their consultation! FREE shipping is an awesome incentive!
9. Once the show is over, contact your leads as soon as possible (1-3 days) to remind them of your services. Send out a letter or postcard thanking them for stopping by your booth and congratulating them again on their engagement. Offer some sort of show discount or incentive to get them to set a consultation with you.
10. Follow up. A week or so after your first contact, give them a call and/or send an email to keep you fresh on their minds. Offer again some sort of incentive with a deadline ... i.e. “Get your free wedding website just for meeting with us! Hurry, offer ends September 1st!” (Maybe a month or so after the Bridal Show date). Then you might consider offering another bonus for booking a show with you.
By: Nicole A. Walker
The Successful Bridal Show Guide
It's bridal show season again ... with the time and money you put into being in bridal shows, you want to get the most out of your presence there, right?! Here are some tips...
1. Be sure to advertise that you will be at the Show! Post it on your website, send out flyers, etc.: "Don't forget to come see us at the ‘Bridal Show’ on this date, this location, this time, etc.". Placing a sticker on the back of business cards and handing them out at Shows is a great advertisement as well – be sure to tell them that you have a bridal program and do personal consultations for FREE and ask them to give any brides they know your card!
2. Once you are there, make sure you are set up and prepared before the brides start coming in! Bring plenty of literature (brochures and such)—it is better to have too many than to run out! Keep your booth clean and attractive, not cluttered.
3. Come up with something creative to set yourself apart from your competition and bring attention to your booth: i.e. an exciting theme, a special offer, demonstrations, giveaways, samples, etc.... I use a small white Xmas tree with lia sophia boxes and silver ribbons tied to each one hanging all over the tree with a “Bride” tree topper (It’s a porcelain doll tree topper with a gorgeous white dress on)! Bring your Calendar! Book the Shows right then!
4. Have a 3-minute infomercial planned – rehearse it and know it! You have approx 3 minutes to convince a passer-by that you offer a service they need!
5. Don't forget to dress the part! Think of it like a business meeting, because in a sense that is what it is. The brides are looking for people to do business with. You wouldn't show up to a wedding in everyday clothes would you?
6. Never leave your booth unattended! And don't eat at your booth. You always want to portray a professional image. Even if it seems slow, you never know who might be watching.
7. When brides come by your booth, start up a conversation with them! Ask, “Are you planning your special day?” Be outgoing and excited about their day and be excited about your services and don't forget to SMILE. Remember –it is ALL ABOUT THE BRIDE! Ask if she has a photo of her gown or has one picked out – let her know you do you private consultations! If she has a photo, compliment her! Gush ladies – make her feel special!
8. Even if the Show has brides register when they come in, try to get them to register with you as well. Giveaways and special drawings at your booth can help here, too. Offer an incentive for booking a Show that day or for scheduling their consultation! FREE shipping is an awesome incentive!
9. Once the show is over, contact your leads as soon as possible (1-3 days) to remind them of your services. Send out a letter or postcard thanking them for stopping by your booth and congratulating them again on their engagement. Offer some sort of show discount or incentive to get them to set a consultation with you.
10. Follow up. A week or so after your first contact, give them a call and/or send an email to keep you fresh on their minds. Offer again some sort of incentive with a deadline ... i.e. “Get your free wedding website just for meeting with us! Hurry, offer ends September 1st!” (Maybe a month or so after the Bridal Show date). Then you might consider offering another bonus for booking a show with you.