Qualify, ask questions about what they
liked or didn’t from previous vacations.
Personal approach - get them to trust
me. I am interested in finding the best
fit for their travel style.
I let them lead the conversation. I like
to listen to them and offer answers in
a non-sales way. I don’t want to force
anyone into something they don’t
want.
I explain how they can visit so many
destinations in one week. I also work
on upselling them – for $X (a price)
you can be in a balcony and it will
spoil you. I go into how much fun the
entertainment is and how the staff
is just incredible. I paint a picture for
them.
I walk them through the cruise from
home, day-by-day on the cruise and
back home. Education is key!
A lot of handholding. But I do take
extra time with them, to make them
feel comfortable and I do provide
them with solutions to any issues they
think they may have on a cruise. By
addressing them and being upfront
with them, they begin to feel more
comfortable, and appreciate my
honesty and openness about all things
cruise related. I do not “sugar-coat”
the realities of a cruise. Honesty is
certainly the best policy, I believe.
They go forth being “more educated
cruise passengers”.
I tell them they only have to unpack
once and can use the ship as their
hotel for the whole week or more
if they are traveling to multiple
destinations.
I ease up with hitting a first-time
cruiser with flat in the face with
‘everything’ that is great about a
cruise. A good slow approach works
for me giving them enough information
to ask other questions. I try to answer
the questions they ask and pour on
some information they did not know to
ask about.
Nice surprises sell.
I try to take the confusion away by
explaining everything and if there are
beverage packages included, I send
them links to what is included in the
beverage package they have.
As most of my first-time cruisers
are referrals through joining a group,
I share information catered to their
questions and concerns. They already
want to go but fear of the unknown
may be gripping them. Asking and
answering questions along sharing
other experiences helps to calm this
fear.
Find out what their perfect trip would
be and where, and always ask their
budget.
I like to listen to what they are
wondering about first, or what they are
hoping for on the trip.
Unless a client insists on a particular
cruise line or voyage, I always want
to learn more about the stories
they want to tell when they return.
Then use my advisor skills to make
recommendations. There is no one
size fits all.
Friends and family recommendations play a
key role in motivating a first-timer, which in
turn underlines the ‘word-of-mouth’ strategy
that continues to be the backbone of gener
-
ating new cruise sales.
Advisor recommen
-
dations came in at number four with 39%
respondents checking the option (see Chart
9). The second-highest rank source for new
cruisers is self-motivation (57%). Whether
they got the idea from a friend, colleague, or
another advisor, online search plays a key
role in influencing and piquing a new cruis-
er’s interest.
This serves as a reminder to always ask
every land-based client as they may have
been considering cruising for some time. It’s
worth mentioning that nearly 40% of clients
are motivated by their travel advisor. Advi
-
sors clearly play a strong role in bringing new
entrants into the category.
18
|
CHART 9
New Cruisers Join In
THE LURE OF CRUISING
MOTIVATIONS TO TAKE A FIRST-TIME CRUISE VACATION
60%
57%
48%
39%
37%
22%
21%
11%
7%
4%
1%
Friends and family recommendations
Motivated to try a first cruise
Personal/special occasion
Advisor recommendations
I need a vacation (stress, need to get away)
It suits my family needs
Close to home vacation for drive market
It will make my spouse happy
I need to use my vacation time
Weddings
Other