Dealing with Objections
During the course of travel planning, clients are likely to raise objections to your suggestions. Typically, the travel agent makes recommendations based on knowledge of both the product and the client. The agent's recommendations, therefore, are in the best interests of the client. Without a proper knowledge of how to handle an objection, the planning process, and the agent, may be stymied and much research might have to be redone.
Try to get objections out of the way during your initial client interview, before the research process ever begins. Adequate client knowledge and a sufficient number of probing questions will most often reveal what a client prefers in their travel planning. This is also the time when the travel consultant might discover something about the fears and concerns that are acting as an obstacle to the client's travel ambitions. The smart travel consultant learns to distinguish between a client objection that is accurate and one that is actually a misdirection. If the client truly hates the very idea being on a ship, agree and move on. Don't spend time and energy trying to convince the client of the merits of modern cruising. If, however, the objection is really a request for understanding, an opportunity arises for the travel consultant to educate the client. |
Many such objections present excellent marketing opportunities. For example, the client might indicate that the thing they hate about cruising is being on a ship with 2,000 other people. This sounds like a client that doesn't know about small ship cruising, tiny ports of call that only small ships can reach, and the intimate atmosphere aboard small ships.
Never argue with a client – if a client has an objection that is based on bad information, don’t simply correct or admonish them. Arguing sets up the wrong tensions and places you again in an adversarial position with the client. Instead, use the tried and true “feel…felt…found” approach.
“I understand how you feel (empathy). Many people initially felt that way. What they found out was, however…..” You get the picture.
If the client raises an objection during the buying process, deal with it professionally and with empathy. Never take an objection or any statement personally. You cannot control what a client might say at any given moment. You can, however, control your reactions. Keep everything elevated on a professional level.
Finally, never introduce any pressure to buy into the buying process. Naturally, you must inform the client about payment and deposit deadlines, expirations and other supplier limitations. However, allow this to be the only pressure they feel, other than the pressure of not taking the sound and professional advice you have provided.
Listen carefully to an objection - if it is a request for more information, it might just be your next big opportunity.
Never argue with a client – if a client has an objection that is based on bad information, don’t simply correct or admonish them. Arguing sets up the wrong tensions and places you again in an adversarial position with the client. Instead, use the tried and true “feel…felt…found” approach.
“I understand how you feel (empathy). Many people initially felt that way. What they found out was, however…..” You get the picture.
- Avoid items of a too personal nature and gossip. Keep the relationship professional. Venturing into the personal lives of your client or your family beyond a passing acquaintance risks the relationship.
- Never knock the competition – People appreciate professional competition. Don’t disparage the travel agency down the street or the direct to the public supplier.
- No religion, no politics. These topics will get you into trouble and you can end up arguing with a client. You cannot win an argument with a client. But you know that already.
If the client raises an objection during the buying process, deal with it professionally and with empathy. Never take an objection or any statement personally. You cannot control what a client might say at any given moment. You can, however, control your reactions. Keep everything elevated on a professional level.
Finally, never introduce any pressure to buy into the buying process. Naturally, you must inform the client about payment and deposit deadlines, expirations and other supplier limitations. However, allow this to be the only pressure they feel, other than the pressure of not taking the sound and professional advice you have provided.
Listen carefully to an objection - if it is a request for more information, it might just be your next big opportunity.