outcome 3 selling

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Published on November 15, 2009

Author: TatiaG

Source: authorstream.com

Cabin CrewUnit 3: Outcome 3 : Cabin CrewUnit 3: Outcome 3 Selling Techniques & Maintaining Stock K 3.3.7 – K 3.3.9 At the end of this session you will know: : At the end of this session you will know: The basic selling techniques The procedure for out of stock items requested by a passenger How to maintain adequate catering and bar stocks Selling Techniques : Selling Techniques Step 1: Opening : Step 1: Opening greeting setting the tone create interest get customer involvement / engage tentative benefit statements (i.e. what’s in it for the customer) Step 2: Establishing the Passenger’s Needs : Step 2: Establishing the Passenger’s Needs wants desires problems that need solving Step 3: Presenting the Product : Step 3: Presenting the Product how it will meet the customers needs Step 4: Handling Objections : Step 4: Handling Objections acknowledging the objection probe (double check ) until understood answer the objection check for confirmation Step 5: Closing the sale : Step 5: Closing the sale give reasons to buy obtain customer commitment say what you want the customer to do / how to complete the sale Out of Stock : Out of Stock apologies offer passenger alternative provide order form for return flight (if possible) Maintaining Stock : Maintaining Stock Re-stocking (turn around) ‘Uplifting’ at intermediate stations

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