Course Summary

Module 5: Selling
Number of class works: -

From the ‘Selling Skills in

 environment is highly competitive and margins often low.

 Sales and marketing skills, marketing channels, sales

management, advertising, research, consumer behaviour,
and communications are important in order to keep airlines
remain stable.

 Engaging with customers to build lasting relationships with

them.

 As social media takes precedence in the overall customer

relationship management pie.

 Airlines will need to look at building a large and robust

resource pool that can respond to customer queries,
complaints, posts and tweets round the clock.

From ‘The Customer’s World is Online and Offline- Maneuvering

between both holds the key to success’, I have learned about:
 E-commence and automation of business processes such as
web check-in have largely enhanced the convenience of air
travel.

 The offline channel or airline customer service contact center

will still continue to be a critical touch point between the
airlines and its passengers.

 Such customers can be retained by the intelligent

convergence of the online and offline channels, either by the
 smart placement of the customer service contact centre
number or by activating a click-to-call feature.

 Where the online channels fails, the offline channel – the

customer service contact centre can take over smoothly to
solve customer queries or problems.

From ‘After-sales:
 Increasing sales

 Providing good after-sales service shows your customers you

want to build long-term relationship with them, earn their
loyalty and keep their business.

 Building customer relationships and growing their profits.

 Providing after-sales service keeps your customers coming

back to you and encourages them to refer your business to
others.

 Providing follow-up.

 Effectively dealing with complaints.

From ‘Service and selling strategies at the time of sale’, I have

learned:
 Thanking customers for their business.
 Confirming sales or delivery arrangements verbally or by
email or letter.
 Ensuring customers have your contact details and that you
have theirs.
 Adding customers to business mail or email lists.

From ‘Use point of sale to provide information’, I have learned:

 Knowing the needs and wants.

 Clarifying sales or other arrangements to customers.

 Explaining refund policies.

 Clear information and benefits.

 Follow up on your offer.

From ‘Go the extra miles’, I learned about:

 Offering fast and efficient prompt service.

 Refer them to your online services and updates.

 Give your customer personalized service by giving your

business card.

 Offer to add your customer to your contact database, mailing

list or customer loyalty program.
 , they need to be practiced and honed until they become a
habit or a second-nature.
 Number of practice on the method of sales where sales can
competently promote their product.
 Setting meeting objectives
 State of mind
 Rapport -relationship understanding
 Listening
 Questioning
 Language
 Handling objections

Assignment
Create 1 Airline Name – group work