Reservations Sales Agents: It Is NOT Our Job To Tell Them What’s Available; It IS Our Job To Help Them Decide!

Doug created this month's topic in response to a trend our KTN team sees when conducting pre-training mystery shopping for our clients. Too often, when agents determine the caller has not stayed before and does not have an accommodation in mind, they immediately list the available options and rates for rooms, rental homes, or suites. Some agents even offer to email the whole list, which may seem kind but is definitely not helpful. Doug refers to this as providing "website search helpdesk support," and reminds everyone that if that's all we do, our jobs can immediately be replaced by IVR, AI, and ChatGPT. Instead, participants learn how to lead conversations that may lead to an immediate booking, or at least help the caller narrow down their choices.

• Understanding the concepts of "choice overload" that travel planners are experiencing when they search online and how that leads to FOMO, which is truly a psychological disorder many of us feel these days.
• Using investigative questions to discover "the story" behind the caller's plans, gaining their confidence, while also controlling the call flow to minimize talk time.
• Using needs-based recommendations and suggestions that refer back to the caller's needs and therefore have a greater impact.
• As callers start to decide, endorsing their choice as being a good option for them.

For more information please contact Doug Kennedy