In my last article I left you with the scenario where a customer has objected to your suggested travel solution of a week in the Venice Hilton, by claiming that it was not right because it wasnt on the main island. Now, it might well be that this customer is telling no more than the truth and so, if you come up with a similar kind of hotel on the main island then that will be acceptable and you can proceed. Obviously, when you were investigating your customers needs you didnt find out that a hotel on the main island was what was needed.

In my most recent feature I discussed the idea of using open questions to find out what your customers really want and every selling course talks about how useful open questions ? the so-called 6ws ? are. And it is quite true that when you ask simple questions to which your customer knows the answer then asking the right open question will usually get you the answer you need.

Resilience has been described as your "self-righting tendencies" It is "both the capacity to be bent without breaking and the capacity, once bent, to spring back".

I recently went to book flights to Australia and New Zealand with a major agent specialising in the Far East. Had the consultant been really listening to what I needed, picking up on the cues, and asking reasonable questions then they may have got the ?6,000 booking.

Last time we spoke about rapport ? its importance and how it helps you to get on with your customers. It is always true that you will be more likely to sell something to people you get on with than those you don?t. But good rapport won?t, on its own, do the job.?

The travel business today is increasingly pressurised. Clients are fewer and bookings harder to finalise. No matter whether you are a home worker or based in an agency, one of the keys to success is your own self organisation. For home workers especially the right mental attitude and not missing a single opportunity from your leads is absolutely essential.?