Questions are an essential tool for exceptional consultants. Questions build rapport with clients, show interest in their holiday, find out information and underlying needs and allow you to control the conversation.
They are often underused, so here are some examples and ideas to help you develop your questioning skills.
This page provides information on taking control of the conversation, open questions – both fact and feeling based, as well as closing the sale questions.
Control conversation question:
- In order for me to come up with a holiday to meet your needs, tell me a bit about what you enjoy doing?
- That sounds wonderful. If I could just ask you a few questions, it will enable me to put together your dream holiday. Do you have a few moments now? Is that OK?
- If I could get some idea of the type of experience you’re looking for, I can put together a package tailored to your needs. In order to do that, I need to ask you a few questions. Do you have a few moments right now?
Find something that works for you and take control. You will save time.
Open Questions:
Use these and you will save time, be in control, find out information and develop relationships better with your clients.
Open questions start with:
- What
- Why
- When
- Where
- Who
- How
Open questions, to find out information, can be divided into two key areas. The first are of course essential to do your job. The second will deliver the results.
Functional / Fact Questions:
- Where are you travelling to?
- What date would you prefer?
- How many people are travelling?
- Who is travelling with you?
- What preference for airline do you have?
- What frequent flyer programmes are you a member of?
- What routing would you prefer?
- What stopovers have you considered?
- When would you like to depart?
- When would you like to return?
- How long would you like to stay?
- How many nights would you like in…?
- What budget do you have?
- How much were you looking to spend?
- What is your budget?
- What age are the children?
- What are the names on the passport?
Easy follow up questions:
- What else?
- Where else?
- Who else?
Feeling / Value Questions:
- Where have you travelled previously?
- What did you like about ….?
- What were the highlights of your previous holiday?
- What did you want to get out of your holiday?
- What style of holiday are you looking for?
- What style of accommodation are you looking for?
- What style of touring did you want?
- How did you want to feel at the end of your trip?
- What did you want to do while you are in….?
- Why did you decide on ….?
- What do you like to do on holiday?
- What are your interests?
- What are the ‘must see’s’ on your trip?
- Tell me about the last holiday you really enjoyed?
- Tell me what you want to get out of this trip?
- Tell me about your dream holiday / destination?
Easy follow up questions:
- What else?
- Where else?
- How else?
Closing questions / statements:
It is imperative we ask for the sale. Otherwise we are wasting our time and the clients. They want a holiday; make sure you are the one to give it to them. Not the agency up the road.
It can be useful to ask for the sale early on in the conversation:
- Is this something you were looking to book today?
- What stage are you at in planning your holiday?
- What information do you have so far?
Use reflective question as you advise the features and benefits:
- How does that sound?
- Is that what you are looking for?
- Does that meet your needs?
- It sounds wonderful, doesn’t it?
Or ask for the sale at the end of providing information:
- How would you like to pay for that?
- Would you like to pay by cash or credit card?
- The total price is …… (no pause), would you like me book that now.
- Let me book that for you now
- Why don’t you just book it right now?
- How about it?
- Let’s get that booked for you.
- I can book that for you now.
- I can take a deposit.
Reflective / Summary Questions:
These are a way of checking in with the client that you have understood their needs. It lets the client know you have been listening and are interested in their trip. Use this before launching into providing information.
- So, I understand you are looking for … (summarise needs here)…?
- So, I am hearing that you are interested in beach holiday… (summarise needs here)…?
- I think I have everything I need, let me check the details with you … (summarise needs here)…?
These summaries then need a commitment question attached at the end. This enables you to get instant feedback from the client.
- Is that right?
- Have I understood?
- Have I missed anything?
- Is there anything I have missed?
- Is there anything else?
- How does that sound?
Locked / Alternate Questions:
These questions are useful in assisting clients to come to a decision. They can be used any time you want to encourage a choice between two alternatives that have been discussed.
- Which would you prefer – business or first?
- Will you go for the economy car or the compact?
- Will that be cash or cheque?
- Which sounds better to you – the … or …?
- Do you prefer the …. or the ….
- So, shall we book Qantas or Singapore?
- Would you like small or large fries with that?
