The role requires selling packages and add-ons against a target while keeping the client's trust, so the interviewer wants to see if you can increase value without turning price shoppers away.
Use a short STAR story where you discovered the customer's actual need, presented a relevant add-on with clear numbers, and treated the customer's decision with respect. Focus on how you qualified the need first.
Start by showing that you never treat the budget as the enemy. Say plainly that your first move is always to qualify the real need, because a customer who asks for the cheapest option often does not actually know what the trip requires, they just want to avoid overspending. Explain that you would ask about the number of travelers, the itinerary, the luggage, or the purpose of the trip, and once you have that information, you can present a higher-priced package as a solution to a problem they already have, not as an upsell for your own benefit. Give a concrete example of how you would frame it, such as pointing out that the cheaper package does not include a specific transfer or a meal that they will clearly need, then show the math side by side so the added cost feels justified. Be honest that you also respect a no, and mention that in a Philippine BPO or travel agency setting, where customers are often price sensitive and DOLE-regulated targets can pressure you, the key is to keep your tone warm and consultative, never pushy. Close by saying that a successful sale is one where the customer feels they made the choice themselves, and that is how you protect both your target and your relationship.
A common mistake is to sound too eager and say, 'Sir, sayang naman, add na po kayo ng package kasi mas sulit.' In English, that can come across as pushy. Instead, say, 'May I ask how many bags you plan to bring? That will help me show you the most cost-effective choice.'
Situation
During my practicum at a local travel agency, a walk-in client asked for the lowest possible round-trip ticket to Cebu and said he did not want any extras.
Task
I needed to quote the cheapest fare while still supporting the branch's add-on sales target by offering at least one relevant add-on without making him feel oversold.
Action
I first confirmed the lowest fare and then asked two questions about his trip purpose and baggage plan. When he said he was attending a wedding and bringing a suit, I showed him the price difference between the basic fare and a package that included 20 kg checked baggage and flexible rebooking. I computed the add-on as a daily cost and compared it with the likely airport counter fee for excess baggage. I stayed quiet after presenting the numbers and let him decide.
Result
He booked the fare with checked baggage and flexible rebooking. My supervisor noted that the add-on increased the booking value by about 18 percent and told me to use the same comparison method for future clients.
Frame add-ons around the client's actual trip needs, then show cost per day rather than just a higher total.
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