12 Tips to Help Agents Earn Big Commissions Selling River Cruises

Selling river cruises can generate “commission checks with a comma,” said company executives during The New York Times Travel Show last week. However, with lines increasingly diversifying their product offerings, and a proliferation of new ships and new itineraries, agents will have to up their sales game if they want to cash in.

The panel included:

–       Kristin Karst, Executive Vice President/Co-Owner, AmaWaterways

–       Susan Schulz, Director of Sales, American Cruise Lines

–       Cindy Sullivan, Regional Sales Manager, Eastern US, Globus Avalon Waterways

–       Cindy Christen, Director of Sales, CrosiEurope

–       Chris Greco, Brand Manager, Tauck River Cruises

–       John Restuccia, Director, National Accounts, Uniworld Boutique River Cruise Collection

–       Charles Sylvia, Vice President, Trade Relations, CLIA (moderator)

Here’s a dozen tips they offered:

1. Ask clients if they have a bucket list. River cruises are destination-focused and can be a great way to help customers check off some boxes on their list of places they want to visit.
 
2. Understand their interests. River cruise lines offer a wide variety of theme cruises, from history to holiday markets. American River Cruises has Civil War and Lewis and Clark themes; European lines offer endless themes around food, architecture, cuisine, history, cathedrals and more–so find out what your clients love and match them to the cruise that delivers that experience.
 
3. Find out what clients are looking for in a vacation. Is it all about the food and wine? If that’s the case, don’t send them to Russia.
 
4. Know your products. Don’t be a jack-of-all trades and master of none.
 
5. River cruises are about the destination. Ask clients where they have already visited so you can help them select the right itineraries. The good news is many lines have multiple shore excursions in a destination, so even if they have been there before, you can offer them a new experience.
 
6. Lines do a lot of direct marketing. When a client calls you, don’t just sell what they ask for. They may have received a marketing piece that sparked their interest, but the offering might not be right for them.
 
7. Help your customers tell a story. Talk about how river cruises deliver more unique experiences.
 
8. Help your clients budget. Know what’s included and what’s not, so there are no nasty surprises. Is it all inclusive or mostly inclusively? Are there port charges? Is shore dining included? Transfers?
 
9. Determine the client’s activity level. While river cruises appeal to guests of all shapes and sizes, getting on and off ships, up steep embankments, and on cobblestone streets can be challenging for some.

10. If your client has any allergies or dietary needs, be sure to communicate in advance so the cruise line is prepared.

11. Don’t overpromise. Remember that river cruise vessels don’t have the wide amenities of big ship, and evening entertainment is typically a mix of local performers.
 
12. Sell it from your heart! Try the product and speak the truth.

Pic: Julane