Negotiation & Closing Techniques Flashcards

During a negotiation with an airline for group contracts, the airline representative says 'this is our best offer.' What is the recommended next step?

Answer: Ask what conditions would allow for improvement on specific terms

Asking what conditions might unlock better terms keeps the negotiation alive and often reveals flexibility the other party hadn't initially disclosed.

A client is comparing your Europe tour package to a cheaper online booking. How should you address this objection?

Answer: Differentiate by highlighting personalized service, support, and inclusions the online price lacks

Competing on price alone devalues your expertise; highlighting differentiated service and hidden value shifts the conversation from price to total experience.

Which of the following is an example of the 'Ben Franklin close'?

Answer: Having the client list pros and cons of booking to weigh the decision

The Ben Franklin close involves creating a pros-and-cons list with the client, which typically reveals more reasons to book than not to.

When a client objects to a travel package by saying 'It's too expensive,' the best first response is to:

Answer: Ask 'Too expensive compared to what?' to understand the real concern

Clarifying the comparison gives you context—they may be comparing to a different product, a past price, or their own budget limit, each requiring a different response.

What does BATNA stand for in the context of travel industry negotiations?

Answer: Best Alternative To a Negotiated Agreement

BATNA—Best Alternative To a Negotiated Agreement—defines your fallback position and determines the minimum terms you should accept before walking away.

A group organizer wants to add 5 more passengers to an already-confirmed charter after pricing is locked. How should you handle this?

Answer: Treat the addition as a change order and renegotiate terms accordingly

Post-contract additions should be handled as formal change orders so that cost increases, seating, and logistics are addressed transparently and professionally.

Which closing technique involves presenting the client with only two options, both of which result in a booking?

Answer: Alternative choice close

The alternative choice close—'Would you prefer departing Friday or Sunday?'—channels the decision into which option to choose rather than whether to book.