How to sell a comfort class transfer instead of an economy one

Many travel agents believe that they can win a customer's loyalty by offering the cheapest transfer. This belief is fueled by the stereotypes that everyone is trying to save money and is afraid of overpayments.

Therefore, your main task before selling is to find out what is more important for the client: saving or comfort. Depending on the choice, you can use one of these tactics:

Economy is important
Find out if a client's budget is really limited. Sometimes it is just an attempt to get the most advantageous offer available — such a negotiating maneuver. And sometimes a person is actually in a saving mode, so you should not push them.

Comfort is important
Feel free to offer your client a premium option, and then go through, from expensive classes to more economical ones. Depending on their solvency, the client will select an appropriate price tag.

Both savings and comfort
This is a frank manipulation from the client's side. Explain that it is nearly impossible to combine comfort and a low price, and ask again what is more important for them.

Comfort at an affordable price
Specify how much the client is ready to spend and offer them one of the appropriate options.

While offering a transfer to a client, travel agents often praise all the options, hoping to sell at least something. And the client thinks: "If all transfers are convenient and fast, why should I order a comfort class? I'll take a cheaper one. "

You should be honest and explain that there is a significant difference between a car of the comfort class and an economy class car:

• a comfort class car is more spacious, so you can sit comfortably;
• a comfort one has a spacious trunk;
• some cars of comfort class and higher have Wi-Fi connection;
• general ergonomics of space: soft seats, nice interior;
• economy class does not include cars with powerful engines, and the maximum speed at which the driver can take the client to the hotel depends on horsepower;
• only higher class cars are equipped with an independent suspension, which partially dampens car vibrations. Simply put, you will be less shaken in such cars.

It is more convenient for a large family to travel in a minivan and for a business person to travel in a premium class car, but you shouldn't offer the same options to a mom with a kid who is low on money.

Make clear and specific proposals, leaving the right to choose to the client. Compare these two sales scripts:

A bad script:
"There are cars of different classes: economy, comfort, business, premium. Some are more expensive, others are cheaper. Please, choose any. Getting to the hotel won't take much time. If you want to save money, take a simpler option. I do not know what to advise you — all the cars are good."

A good script:
"You are traveling with a 2-year-old in your arms and you will have two large suitcases with you. Your main task at the airport is to quickly get to the car, where a car seat for the child will already be installed and where the trunk will fit your luggage. If you order a transfer, you will have time to get to the hotel in an hour and the baby is likely to sleep all the way through, since transfer drivers usually drive very carefully. If the child does not fall asleep, the driver can turn on cartoons on the tablet. A comfort class car will perfectly fit the number of passengers and the luggage, while ordering a smaller car won't be very comfortable. By the way, this is possible to find a comfort class car with Wi-Fi connection in this city — you can check your emails and text your relatives that everything is fine."

Tell your clients where on the Internet they can read stories about traveling by transfer, or give them a link to articles comparing this type of transport with others.

Keep in mind that customers with a child may have different priorities (speed, smooth ride, possible stops) than older tourists (help with luggage, an English-speaking driver, a comfortable car). Consider these factors when preparing a collection of reviews.

According to statistics, a customer who buys a good service at a high price is less likely to be dissatisfied than a customer who buys an average service at a low price. The person who paid more is sure of excellent service. Therefore, assure the client that the purchase of a higher class transfer is justified because it really is better.

By offering a higher class transfer, you will provide the most comfortable trip for the client and a greater profit for yourself. Members of the Kiwitaxi affiliate program receive 10–15% of commission for each transfer sold.