9. I’m building a church
I’m building a wall
I’m putting cement on the bricks.
10. I’m building a cathedral that will glorify God and will
inspire and comfort a whole community
I’m building a church
I’m building a wall
I’m putting cement on the bricks.
26. Why?
Old View
I’m here to make a
sale for myself and
for Gap Adventures
27. Why?
Old View
I’m here to make a I’m here to help our
sale for myself and customers find the best
for Gap Adventures experience for themselves
28. Why?
Old View
I’m here to make a I’m here to help our
sale for myself and customers find the best
for Gap Adventures experience for themselves
29. Why?
Old View
I’m here to make a I’m here to help our
sale for myself and customers find the best
for Gap Adventures experience for themselves
Either/Or
30. Why?
Old View
I’m here to make a I’m here to help our
sale for myself and customers find the best
for Gap Adventures experience for themselves
Either/Or
New View
31. Why?
Old View
I’m here to make a I’m here to help our
sale for myself and customers find the best
for Gap Adventures experience for themselves
Either/Or
New View
“I’m here to make a
sale for myself and for
Gap Adventures...
32. Why?
Old View
I’m here to make a I’m here to help our
sale for myself and customers find the best
for Gap Adventures experience for themselves
Either/Or
New View
“I’m here to make a
sale for myself and for
Gap Adventures...
33. Why?
Old View
I’m here to make a I’m here to help our
sale for myself and customers find the best
for Gap Adventures experience for themselves
Either/Or
New View
“I’m here to make a
sale for myself and for
Gap Adventures...
Problem Solving
Attitude
34. Why?
Old View
I’m here to make a I’m here to help our
sale for myself and customers find the best
for Gap Adventures experience for themselves
Either/Or
New View
“I’m here to make a
sale for myself and for
Gap Adventures...
Problem Solving
Attitude
35. Why?
Old View
I’m here to make a I’m here to help our
sale for myself and customers find the best
for Gap Adventures experience for themselves
Either/Or
New View
“I’m here to make a ....by helping our customers
sale for myself and for find the best experience for
Gap Adventures... themselves”
Problem Solving
Attitude
36. Why?
Old View
I’m here to make a I’m here to help our
sale for myself and customers find the best
for Gap Adventures experience for themselves
Either/Or
New View
“I’m here to make a
sale for myself and for G! !!!
....by helping our customers
find the best experience for
Gap Adventures... H IN themselves”
T T
H
Problem Solving
R IG Attitude
E
O TH
D
37. “How can you ensure that you are providing a ‘rockstar’
experience to our travelers?”
39. How?
Old View
?
Buying Decision
Present and Overcome
Objections
Uncover Needs
Build Rapport
= energy and focus
40. How?
Old View New View
? Support
Buying Decision
Present and Overcome
Advocate
Objections
Uncover Needs Discover
Build Rapport Relate
= energy and focus
42. Pair Activity - Know your fans 5 minutes
1.Pick a card from the hat!
a. In your group, complete the worksheet for your traveler.
2. Present back to the rest of the class about your fan type.
75. What service level is
most popular?
59%
Standard
27%
Basic
11%
Comfort
3%
Superior
76. What service level is What trip types are
most popular? most popular?
59%
Standard
27%
Basic
11%
Comfort
3%
Superior
77. What service level is What trip types are
most popular? most popular?
59%
Standard
27%
Basic
11%
Comfort
3%
Superior
78. What service level is What trip types are
most popular? most popular?
59%
Standard
27%
Basic
11%
Comfort
3%
Superior
79. What service level is What trip types are
most popular? most popular?
59%
Standard
27%
Basic
11%
Comfort
3%
Superior
80. What service level is What trip types are
most popular? most popular?
59%
Standard
77%
Classic
27%
Basic
11%
Comfort
3%
Superior
81. What service level is What trip types are
most popular? most popular?
59%
Standard
77%
Classic
27% 10%
Independent
Basic
11%
Comfort
3%
Superior
82. What service level is What trip types are
most popular? most popular?
59%
Standard
77%
Classic
27% 10%
Independent
Basic
9%
11% Active
Comfort
3%
Superior
84. Group Activity - Naming Game 45 secs.
1.Write down as many travel agencies as you can think of
a. Agency chains can only be mentioned once (i.e. cannot list
multiple locations of the same chain)
2. Group with the most names gets the prize!
89. Group Activity - Create a pitch 4 minutes
1.Come up with a one-minute pitch for new travel agents booking
with us for the first time.
a) Who are we?
b) What do we stand for?
c) What can they expect?
2. Share the pitch with the rest of the class
103. Modeling Role-play - The effect tone and pacing 4 minutes
1.Listen to the effect of tone and pacing for the next 4 introduction
role plays.
a) How does the agent sound?
b) How will this impact the traveller?
2. Be prepared to discuss.