Ryanair sales + service exam
revision 2025 Questions and
Answers
Ways to attract customers' attention - ANSWER✔✔-catalogues, PA's, trolley display
Setting up your trolley - ANSWER✔✔-time of day, eye-catching + attractive, customer
profile, safety
Preparing PA's - ANSWER✔✔-average attention for listening: 19 SECS , keep it SHORT
+ EFFECTIVE, make it PERSONAL, TONE of voice, COMBINE (product display), use
POSITIVE WORDS, be HONEST, PASSENGER PROFILE + SEASON
Where to get product info from - ANSWER✔✔-inflight catalogues, ecrew (website),
crew communication plan (crew room), memo book (crew room), FRTV (crew room),
VPOS device, trade shows, intranet, fleet tweet
Sales techniques - ANSWER✔✔-link selling, alternative selling, up/down selling,
personal recommendations, selling to a group/couple
, Link selling - ANSWER✔✔-encouraging the passenger to buy another item by offering
a good combo (beer and pringles, coffee and croissant)
Alternative selling - ANSWER✔✔-offering another product instead of what was
requested if it is out of stock
Up-selling - ANSWER✔✔-offering something more expensive that will benefit the
customer
Down-selling - ANSWER✔✔-offering a lower priced alternative to make a sale
Flow of service - ANSWER✔✔-catalogues, hot food pre-orders, bar service, gash
collection, scratch cards, gifts service
Where to get your receipt - ANSWER✔✔-ryanair.com - manage my booking
2 Things you must mention in your PA - ANSWER✔✔-1 privce on board vs high street
price 2 percentage of the discount
Sales de-briefing - ANSWER✔✔-1 what went well/not so well, 2 areas for improvement
3 ask for questions/concerns/speak up
Notes only - ANSWER✔✔-Swedish Kroner, Norwegian/Danish Kroner, US Dollars,
Polish Zloty, Hungarian Forint
Credit cards accepted - ANSWER✔✔-visa, mastercard, american express
maximum spend - ANSWER✔✔-160 eur
revision 2025 Questions and
Answers
Ways to attract customers' attention - ANSWER✔✔-catalogues, PA's, trolley display
Setting up your trolley - ANSWER✔✔-time of day, eye-catching + attractive, customer
profile, safety
Preparing PA's - ANSWER✔✔-average attention for listening: 19 SECS , keep it SHORT
+ EFFECTIVE, make it PERSONAL, TONE of voice, COMBINE (product display), use
POSITIVE WORDS, be HONEST, PASSENGER PROFILE + SEASON
Where to get product info from - ANSWER✔✔-inflight catalogues, ecrew (website),
crew communication plan (crew room), memo book (crew room), FRTV (crew room),
VPOS device, trade shows, intranet, fleet tweet
Sales techniques - ANSWER✔✔-link selling, alternative selling, up/down selling,
personal recommendations, selling to a group/couple
, Link selling - ANSWER✔✔-encouraging the passenger to buy another item by offering
a good combo (beer and pringles, coffee and croissant)
Alternative selling - ANSWER✔✔-offering another product instead of what was
requested if it is out of stock
Up-selling - ANSWER✔✔-offering something more expensive that will benefit the
customer
Down-selling - ANSWER✔✔-offering a lower priced alternative to make a sale
Flow of service - ANSWER✔✔-catalogues, hot food pre-orders, bar service, gash
collection, scratch cards, gifts service
Where to get your receipt - ANSWER✔✔-ryanair.com - manage my booking
2 Things you must mention in your PA - ANSWER✔✔-1 privce on board vs high street
price 2 percentage of the discount
Sales de-briefing - ANSWER✔✔-1 what went well/not so well, 2 areas for improvement
3 ask for questions/concerns/speak up
Notes only - ANSWER✔✔-Swedish Kroner, Norwegian/Danish Kroner, US Dollars,
Polish Zloty, Hungarian Forint
Credit cards accepted - ANSWER✔✔-visa, mastercard, american express
maximum spend - ANSWER✔✔-160 eur
