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	Scott Koepf Vice President of Sales Avoya Travel/American Express www.JoinAvoya.com

Razzle Dazzle In my continuing quest to make musical theatre the classroom for sales success in retail travel, I hope these lessons will make their way into your daily routines and change your life in unimaginable ways. Now, you might say that I am the master of hyperbole but actually that leads me to the point of this month's dissertation! You are a part of the most exciting industry in the world (well, actually, your business is the world!). You have the privilege to help customer's dreams come true. You provide the avenue to romance, adventure, relaxation, exploration, education, interaction, renewal and a thousand other results. Travel is fun. While I am a realist and I know how hard you work, your clients only want to know that you are the right choice to bring them what their heart desires. And how do your clients know you are the right choice? The answer is actually much simpler than we would like. I would love to tell you that it is because of your exceptional product knowledge and the fact that you have been certified by 48 suppliers and have specialist certificates from 112 countries. But I can't. I could tell you that your success is determined by the 400 hours of sales training you have attended and that the top ten closing techniques are tattooed on your fingers. Sadly, I can't tell you that either. Then I should be able to tell you that it will be your extraordinary customer service and the love and affection that you shower upon your customers that will be the reason your customers will know you are the right choice. Uh, wrong again. I cannot tell you that because it is simply not true. Product knowledge, sales ability and customer service are all very important and will be imperative for keeping customers for the long term. However the sad truth is that customers are going to decide if they want to do business with you in the first few minutes they interact with you. Your knowledge, skills and service cannot be displayed in the time that the customer is deciding to work with you. So what is it then that you need to do to have the chance to use that well-honed product knowledge, that polished sales approach and that loyalty inducing service? Simple. Give 'em the old Razzle Dazzle, Razzle Dazzle 'em Give 'em act with lots of flash in it And the reaction will be passionate If you are familiar with Chicago the musical you know this song is sung by the infamous Billy Flynn and that the song goes on to extoll the virtues of "fooling, flim-flaming and generally hornswaggling" people. Rest assured, I do not recommend that in any way — especially in our business, which is naturally exciting and thrilling. The problem is that after more than a quarter century in this business, I have seen or heard too few travel agents who "wow" customers in the first two minutes of the first contact. You know the clichés about how fast first impressions occur — I can promise you they are not just clichés! When you answer the phone or say hello, you have to think like Billy Flynn. This is your show, you are the star and you need to shine! Razzle your customers by the tone and excitement in your voice. Dazzle them with an introductory sentence that is unique and embodies what you sell — romance, adventure and all of the others noted above. Flash may be considered inauthentic but if you believe in yourself and the positive impact you will have on your customers' lives, then Razzle, Dazzle and Flash will be the difference between you and the rest of your competitors who have forgotten what it is they are really selling! As the lyric says, "The reaction will be passionate." Can you think of a better result you would desire from your first two sentences with a customer? We often hear how important it is to be passionate in this business and for this business. I am here to tell you that that is only the price of admission, the real indication of your ability and your income potential is if you can create passion in other people! Think feathers, think soft shoe, think showtime and then Razzle Dazzle your customers and not only will the reaction be passionate but your income will soar. If you don't then you will be just like Mr. Cellophane, but that's another article!
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Auto

Auto Europe Car Rental Recommendations Before
You Leave For Europe (part 3)

April 19, 2012: Auto Europe, a leader in worldwide car rental services, has compiled a set of recommendations that should be on your checklist for your next trip to Europe. These travel tips cover aspects for before, after and during your car rental experience. Below is the final set of suggestions for being prepared once you have arrived back from your trip. (continue)

Auto Europe Car Rental Recommendations Before
You Leave For Europe (part 2)

Auto Europe, a leader in worldwide car rental services, has compiled a set of recommendations that should be on your checklist for your next trip to Europe. These travel tips cover aspects for before, after and during your car rental experience. Below is the second set of suggestions for being prepared once you have arrived at the car rental location. (continue)

Auto Europe Car Rental Recommendations Before

You Leave For Europe

Auto Europe, a leader in worldwide car rental services, is compiling a set of recommendations that should be on your checklist for your next trip to Europe. These travel tips cover aspects for before, after and during your car rental experience. Below are the first suggestions on being prepared before you rent a car. (continue)

Auto Europe: New mandatory ruling for automobiles in France

Auto Europe, a leader in worldwide car rental services, is prepared to service their clients with the new ruling in France requiring mandatory breathalyzers in all passenger vehicles. (continue)

Host Agencies

Amadeus and Expedia sign multi-year agreement in North America

MADRID, April 19, 2012 – Amadeus, a leading travel technology provider and transaction processor for the global travel and tourism industry, and Expedia, Inc. (NASDAQ: EXPE), the world's largest online travel company, today announced they have signed a multi-year content and technology agreement for North America. (continue)

Sales Tip #11:

Build Your Professional Brand
Create a Lasting Impression
with These 3 Tips

One of the best ways to maintain a customer database full of people who want to hear from you, book with you and send referrals to you is to build a strong and professional brand. Each travel agent has their own personal brand, and it's important to make sure that you take advantage of yours!: (continue)

Travelsavers And Network Of Entrepreneurs Selling Travel (Nest)
Introduce New Customer Loyalty Program

April 2012: Travel Club, a new complimentary customer loyalty program for clients of TRAVELSAVERS and NEST travel professionals has just launched. The benefits of the program are two fold: (continue)

American Marketing Group

Launches Family Lifestyle Campaign

April 2012: American Marketing Group continues to expand upon its award-winning lifestyle direct mail program with a new family-themed campaign, available to licensed travel professionals of TRAVELSAVERS and NEST (continue)

Steven Thompson, CEO
Of Johns Hopkins Medicine International, Will Address "Well-Being And Medical Travel Conference"

March 28, 2012 (Oyster Bay, NY) – It was announced today that Steven J. Thompson, MBA, Chief Executive Officer for Johns Hopkins Medicine International, will address the constituents at the "Well-Being and Medical Travel Conference 2012." (wellbeingtravelconference). (continue)

Patient Travelers Give Candid Recaps at "Well-Being & Medica Travel Conference 2012"

A specially assembled panel of patient travelers will candidly discuss their experiences in traveling abroad for medical and dental procedures at the upcoming "Well-Being and Medical Travel Conference 2012." (continue)

Trafalgar and Virgin Atlantic Host
The Sales and Service Team of American Marketing Group's

Trafalgar and Virgin Atlantic recently hosted American Marketing Group's sales and service team on a four day FAM in London. The whirlwind tour of the world-class city incorporated all of the most renowned sites. (continue)

"Best of the Best Globe Award"

Avoya Travel™/American Express® has been awarded an American Express Vacations 2011 'Best of the Best Globe Award'... (continue)

"Well-Being & Medica Travel Conference 2012" GIVEAWAY

Any one who registers by April 15 will be entered to win an ultra-pampering personal spa package at the Centre for Well-Being at the 5-star Phoenician luxury resort. A $300 value, the prize-winning package includes a choice of two 50-minute spa services...(continue)

20% Growth for ExpediaCruiseShipCenters

Expedia CruiseShipCenters has entered its 25th year in business in good stride with 2011 sales figures showing a remarkable 20% growth over the previous year! (continue)

"Well-Being & Medica Travel Conference 2012"

The "Well-Being and Medical Travel Conference 2012" -- which will take place on June 20-21, 2012 at The Phoenician luxury resort in Scottsdale, Arizona... (continue)

Sandals honored Avoya Travel/ American Express

'Best of the Best, Western' for the company's dedication to outstanding customer service and creating exceptional vacation experiences for Sandals Resorts' guests. (continue)

NCL Honors Avoya Travel With Top Travel Award

Avoya Travel™/American Express®, one of the leading travel companies in North America and beyond, today announced that Norwegian Cruise Line has presented the company with its 2011 'Home-Based Agency of the Year' award. (continue)

OASIS Reports Record
Growth in 2011

OASIS, www.OasisAgent.com, a leader in the development of programs for home based independent travel agents, reports another year of record growth. (continue)

TRAVELSAVERS Partner Services &
Analog Analytics Team Up to Provide

TRAVELSAVERS Partner Services, a new American Marketing Group company, has won the account as the exclusive travel provider for Analog Analytics' Bigger Better Deal™ solution. (continue)

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Joel M. Abels • Rusty Pickett • Scott Koepf• Cruising • Airline • Europe • Hotels • Luxury Cruising • Paull Tickner • Mitchel J. Schlesinger • Sherry Laskin • Les-Lee Roland • Mary Brutscher • Sue Shapiro

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Host Travel Agenices • Cruises

This website is dedicated to the memory of Joel M. Abels
"HE CREATED A VOICE, NOT JUST AN ECHO"