Karryon Luxury Takeover March 2024 side lock up
Karryon Luxury Takeover March 2024 side lock up
Home Travel Industry Hub

Five Personas You Need To Master To Be A Top Travel Agent

We’ve got all sorts of different personalities in the travel industry, from the classic peacock – who struts around the office making a big show every time they queue off a booking to ticket centre – to the watchful owl, who quietly sits in the back of the office, locking in river cruises all day like a boss.

We’ve got all sorts of different personalities in the travel industry, from the classic peacock – who struts around the office making a big show every time they queue off a booking to ticket centre – to the watchful owl, who quietly sits in the back of the office, locking in river cruises all day like a boss.

Knowing your strengths is key; but real gun sellers can switch from peacock to owl to penguin, with a ruffle of his or her feathers, depending on what kind of customer is sitting across the desk.

The bird personalities are played out, so let me tell you about the five personas you need to master to become the Chuck Norris of Travel Agents.

 

The Bestie

besties

An oldie but a goodie, The Bestie wins their customers by becoming their mate. The key here is to find some common ground and build on it; this could be a mutual love of the local sports team, having the same favourite travel destination or maybe you both have a pug.

Keep an eye out for clients that like to make chit-chat while you search for airfares, but make sure to keep an eye on the clock, as a quick booking can turn into an afternoon of yapping about nothing pretty quickly.

 

The Order Taker

shutterstock_417286183

A thin line separates The Order Taker and a waiter at a fancy restaurant. You need to turn this persona on when your customer is short on time and knows exactly what they want. They’ve been there before, know what they like – and aren’t interested in your recommendations.

To be a proficient Order Taker you need to take detailed notes, know your way around your booking systems and have no room for errors.

 

The Battler

battler

Man your battle station, as it’s all hands on deck when you know your customer is focused on finding a bargain. If he or she walks in with a folder full of quotes from every high-street Travel Agency, then it’s time to get in their corner.

The Battler will lock in the booking by showing that they want to get the best price for their client and by showing empathy about how steep prices are (even when they aren’t).

 

The Charmer

charmer

The charm spectrum runs from simply making eye contact and smiling at the nice old lady booking a ticket to visit her grandchildren in Wagga Wagga to full on chatting up the group of young lads asking about a Contiki trip to Europe.

The odd compliment won’t hurt (don’t be a creep) and remember to laugh at their jokes. It’s basically flirting – okay it is flirting – just flirt.

 

The Expert

shutterstock_111781289

Most good Travel Agents can spot an AV geek (aviation geek) from a nautical mile away. Usually men, these guys will ask for a quote using the most travel industry lingo they possibly can, “what’s your best fare to CDG in shoulder season on a One World carrier using 788 metal?”

The only way to gain their respect is to impress them with your own knowledge of the industry – don’t go too far though – as the last thing you want to do is make an AV geek feel inferior. If you’re struggling to close the deal, throw in an airline branded pen that was dropped off by a Rep, they’ll be your client for life.

What personality type are you?