RYANAIR SALES + SERVICE
Ways to attract customers' attention - Answer- catalogues, PA's, trolley display
Setting up your trolley - Answer- time of day, eye-catching + attractive, customer
profile, safety
Preparing PA's - Answer- average attention for listening: 19 SECS , keep it SHORT
+ EFFECTIVE, make it PERSONAL, TONE of voice, COMBINE (product display),
use POSITIVE WORDS, be HONEST, PASSENGER PROFILE + SEASON
Where to get product info from - Answer- inflight catalogues, ecrew (website), crew
communication plan (crew room), memo book (crew room), FRTV (crew room),
VPOS device, trade shows, intranet, fleet tweet
Sales techniques - Answer- link selling, alternative selling, up/down selling, personal
recommendations, selling to a group/couple
Link selling - Answer- encouraging the passenger to buy another item by offering a
good combo (beer and pringles, coffee and croissant)
Alternative selling - Answer- offering another product instead of what was requested
if it is out of stock
Up-selling - Answer- offering something more expensive that will benefit the
customer
Down-selling - Answer- offering a lower priced alternative to make a sale
Flow of service - Answer- catalogues, hot food pre-orders, bar service, gash
collection, scratch cards, gifts service
Where to get your receipt - Answer- ryanair.com - manage my booking
2 Things you must mention in your PA - Answer- 1 privce on board vs high street
price 2 percentage of the discount
Sales de-briefing - Answer- 1 what went well/not so well, 2 areas for improvement 3
ask for questions/concerns/speak up
Notes only - Answer- Swedish Kroner, Norwegian/Danish Kroner, US Dollars, Polish
Zloty, Hungarian Forint
Credit cards accepted - Answer- visa, mastercard, american express
maximum spend - Answer- 160 eur
3 Things needed to deliver outstanding CS - Answer- knowledge, skills, attitude
Ways to attract customers' attention - Answer- catalogues, PA's, trolley display
Setting up your trolley - Answer- time of day, eye-catching + attractive, customer
profile, safety
Preparing PA's - Answer- average attention for listening: 19 SECS , keep it SHORT
+ EFFECTIVE, make it PERSONAL, TONE of voice, COMBINE (product display),
use POSITIVE WORDS, be HONEST, PASSENGER PROFILE + SEASON
Where to get product info from - Answer- inflight catalogues, ecrew (website), crew
communication plan (crew room), memo book (crew room), FRTV (crew room),
VPOS device, trade shows, intranet, fleet tweet
Sales techniques - Answer- link selling, alternative selling, up/down selling, personal
recommendations, selling to a group/couple
Link selling - Answer- encouraging the passenger to buy another item by offering a
good combo (beer and pringles, coffee and croissant)
Alternative selling - Answer- offering another product instead of what was requested
if it is out of stock
Up-selling - Answer- offering something more expensive that will benefit the
customer
Down-selling - Answer- offering a lower priced alternative to make a sale
Flow of service - Answer- catalogues, hot food pre-orders, bar service, gash
collection, scratch cards, gifts service
Where to get your receipt - Answer- ryanair.com - manage my booking
2 Things you must mention in your PA - Answer- 1 privce on board vs high street
price 2 percentage of the discount
Sales de-briefing - Answer- 1 what went well/not so well, 2 areas for improvement 3
ask for questions/concerns/speak up
Notes only - Answer- Swedish Kroner, Norwegian/Danish Kroner, US Dollars, Polish
Zloty, Hungarian Forint
Credit cards accepted - Answer- visa, mastercard, american express
maximum spend - Answer- 160 eur
3 Things needed to deliver outstanding CS - Answer- knowledge, skills, attitude
