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Maxi Trolley

Maxi Trolley. A Duty Free Comprehensive Advisory Solutions. DF Sales cycle. Duty Free Administration. DF Committee Catalogue Pre-orders Internet Pricing and Updates On Board Special Offers Travel Agents special offers Customers’ relations Directive Operational Equipment Reports

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Maxi Trolley

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  1. Maxi Trolley A Duty Free Comprehensive Advisory Solutions

  2. DF Sales cycle

  3. Duty Free Administration • DF Committee • Catalogue • Pre-orders • Internet • Pricing and Updates • On Board Special Offers • Travel Agents special offers • Customers’ relations • Directive • Operational Equipment • Reports • Supervision • Marketing • Frequent Flyers

  4. Duty Free Administration • Committee: • 5-7 members: DF, Accounting, Purchasing, Marketing, Warehouse • Merchandise: Consumer sales potential instead of personal feelings • Catalogue: • Keep it simple • Advertising pages and covers • Tax restrictions • Return and change policy • Warranty and repairs policy • DF contact customer service • Quarterly issue

  5. Duty Free Administration • Pricing policy: • Best efforts for lowest price vs port DF • Flexible pricing • Customer service: • DF own customer service • Monitoring and reports: • Simple CRM for ticketing management • History management • International free shipping (shipping fees refund) • Finance settlement: Credit card, money transfer, check

  6. Duty Free Administration • Directives: • DF directives and exclusions • Purchasing management • Forecast • Best selling prices • Competitive research • Urgent shipping

  7. Duty Free Administration • Equipment: • On board configuration • POS • Purser kit • Management reports: • Sales: destination, dates, aircraft type, per flight, per category, per item, per passenger, sold out • Special sales: pre-orders, discounts, out of catalogue items, dead stock • Probability and Optimizer BI

  8. Duty Free Administration • DF Manager • Supervision on directives • Report analysis • Company management reporting • Special offers • Group / VIP • Holidays • Destinations / routes • Vouchers / coupons • High stock / dead stock • “Buy 1 get 1 free” • Over achievement performance bonuses

  9. Duty Free Administration • Marketing & Advertising • Pre flight DF information • Web site, online ticketing / pre flight check in • Travel agents • Frequent flyer • “Gift in the sky” service • Prestige items • Internet • On-line catalogue and orders • FF mileage as payment

  10. In Flight Sales • Equipment • Time management • Sales partner • Crew knowledge • Purchasing experience • Opening and Closing cycle • Special offers • Discounts • Frequent Flyer • Other sales • Upgrades • Returns and changes • Change

  11. In Flight Sales • Equipment: Sales kit • Example: printing paper, spare batteries, calculator, shopping bags, notepad, small mirror, flash light, eye sheds • Manual credit card device: back up • Principals • Honesty, Fairness, Reliability, Accountability and Humor • On board time management • Flight profile • Destination and Length • Mix of passengers: potential sales

  12. In Flight Sales • Product information • Know your catalogue • Special promotions and sales, discounts, etc • Choosing a sales partner • Destination language • Opposite sex • Volunteer • Sales oriented • Second in command (DF referent)

  13. In Flight Sales • Purchasing experience • Sales cycle • Cabin lights • Announcements • Return policy • Exchange and refunds during flight: On-Board Customer Service • Saves on OPEX and CAPEX • Exchange priority, cash second • Only viable products • Some products only with closed undamaged original package • Manual operation

  14. In Flight Sales • Announcement policy • 1: “DF on board” as part of all flight announcements • 2: “Check your catalogues for XXXYYY” before sales • 3: “last call” – check your timing • Special offers • Special promotions must be uploaded to POS • Delisted items: Promotion flyers • “1+1” ads • “New on board” • “Exclusive!!!” • Rounding up rules • Rules per currency • Rounding up per total sale

  15. In Flight Sales • Frequent flyer • Points / mileage per sale total • Tier up • Coupons • Points / mileage usage for purchase • Services sales • First and business class upgrades • All ticket types • Preferred sit: Exit, first row • Earphones & entertainment • Food & beverage • Overweight • Money exchange

  16. In Flight Sales • Trolley display: visual merchandising • Most popular items • Higher quantity • Special promotions • Noticeable • Pyramid display • Labels facing passengers • Maintain safety

  17. In Flight Sales • Sales objection: how to solve • Agree with the customer • “I’ll buy it on the way back” • “Yes, BUT” • Mention the Difference NOT the total • “it costs few $ more than…” • Rephrase and response • “This is a very old items…” • “A or B”: make recommendation and sell higher stock • Ask to find for the objection reason • “is it a gift? For whom?” • Genuine products on board

  18. In Flight Sales: General Tips • Sale more to the customer • Add matching and complementary items • Time is money! • Manage your Inexpensive items • Identify your potential flyers • Pre flight and on board • Sports team • Groups • Service conflict • Night flights: monitor your sales lights • Move faster you are not transparent: aisle sales blocks the screens • Lower your voice • Fully covered by double warranty

  19. In Flight Sales: General Tips • Closing the sale: • Shopping bag • Greeting per item • “last call” before credit card • Do and don’ts • “May I help you?” – NO! • Use the seasons and holidays • Use a business meeting • Keep it short: no more than two alternatives • “The Stewardesses preferred item” • Use the sales aids: mirrors, reading lights • Offer a cheaper alternative for unknown sales objections • Let the customer feel and test some products

  20. Accounting • Currency updates • Commissions • Personal accounting • Accounting Settlement • Outstanding flights • Reports

  21. Accounting • Currency update policy • Commissions • Direct sales • Per position • Per DF item • Per service • Food $ Beverage, Earphones, preferred sits, on board upgrade • Personal accounting • Accounting settlement • Salary, checks, etc

  22. Deposits • Deposit verification • Cash, T.C, Vouchers, CC slips • Reports

  23. Warehouse • Processes • Storage • Stock management (BI) • On board terminal management • Disposal dead / damaged goods • DF Special offers

  24. Warehouse • Processes • Two options: • Main and secondary • Per trolley or per set of trollies • Storage • Organizing method • Stock management BI • Red lines alerts (purchasing) • Forecast management • Returns and disposal: damaged and dead stock • Expiration dates

  25. Warehouse • On board terminal management • Terminals fixed on board: • updates and operation • Support by operation team • Fixed per trolley • Support by warehouse: space and professional services

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