21. huhtikuuta 2023E Österberg 1

ISPY 2013

Eeva Österberg, Sales ManagerTapio Ollikainen, Inflight Service Manager

Developing the Crew Sales Culture

in Finnair•After attending ISPY first time in 2008 our eyes opened to realize the role of the crew in inflight sales

•ISPY was all about the crew

•There was hardly no sales culture in Finnair

•Finnair Crew had got no sales training

•In ISPY we have learned about KASH ideology and started to plan how to roll it out in Finnair

•We decided to have former ISPY attendees as trainers to train Sales Motivators (Pia Tiainen, Kimmo Lukander, Tero Koskivirta, Anna Rautio-Finnilä, Kirsi Juutilainen)

Knowledge

Training:

- we have trained 75 Sales Motivators who coach other crew on their flights and encourage them to sell and show how to do it

- we send written product info and sales arguments to all crew members by email

- suppliers showcase three times a year in a crew lobby

AttitudeFinnair sales motivators and other crew haveadapted positive attitude towards sales through training

”I am ok, you are ok”

Understanding cultural differences

Helping others

Communicating with the crew

Skills

SmileKeeping eye contact with the customers Informativeness Listening to the customerLooking for buying signals Selling professionally

HabitsPursers tell about selling targets in their briefing before the flight

Good Sales PA’s - we have a written sample of the announcement for the crew who are not at their best with this. Usually Purser lets the Sales Motivator do the sales PA’s

We encourage the crew to build a beautiful trolley display and let them open the boxes of jewellery in order to do this and to show the product to the passenger

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Thank you !