Ryanair Sales + Service Exam Revision Questions and Answers| New Update with 100%
Correct Answers
Ways to attract customers' attention catalogues, PA's, trolley display
Setting up your trolley time of day, eye-catching + attractive, customer profile, safety
Preparing PA's 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 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 link selling, alternative selling, up/down selling, personal
recommendations, selling to a group/couple
Link selling encouraging the passenger to buy another item by offering a good combo (beer
and pringles, coffee and croissant)
Alternative selling offering another product instead of what was requested if it is out of
stock
Up-selling offering something more expensive that will benefit the customer
Down-selling offering a lower priced alternative to make a sale
Flow of service catalogues, hot food pre-orders, bar service, gash collection, scratch cards,
gifts service
, Where to get your receipt ryanair.com - manage my booking
2 Things you must mention in your PA 1 privce on board vs high street price 2 percentage of
the discount
Sales de-briefing 1 what went well/not so well, 2 areas for improvement 3 ask for
questions/concerns/speak up
maximum spend 160 eur
3 Things needed to deliver outstanding CS knowledge, skills, attitude
Touch points 1 website 2 booking process 3 check in 4 application 5 pre-flight shopping
The Perfect Host ownership - showing we care - making it happen - keeping calm - being the
heartbeat
Goal for our customers make them feel welcome and comfortable, provide them with
fulfilment, leave happy
Goal for ourselves feel that we have achieved the above, hope they share their experience
with others
Managing feelings quote people will forget what we SAID and they will forget what we DO
but they will never forget how you made them FEEL
Our Values No 1 priority: Customers' safety and comfort
Correct Answers
Ways to attract customers' attention catalogues, PA's, trolley display
Setting up your trolley time of day, eye-catching + attractive, customer profile, safety
Preparing PA's 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 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 link selling, alternative selling, up/down selling, personal
recommendations, selling to a group/couple
Link selling encouraging the passenger to buy another item by offering a good combo (beer
and pringles, coffee and croissant)
Alternative selling offering another product instead of what was requested if it is out of
stock
Up-selling offering something more expensive that will benefit the customer
Down-selling offering a lower priced alternative to make a sale
Flow of service catalogues, hot food pre-orders, bar service, gash collection, scratch cards,
gifts service
, Where to get your receipt ryanair.com - manage my booking
2 Things you must mention in your PA 1 privce on board vs high street price 2 percentage of
the discount
Sales de-briefing 1 what went well/not so well, 2 areas for improvement 3 ask for
questions/concerns/speak up
maximum spend 160 eur
3 Things needed to deliver outstanding CS knowledge, skills, attitude
Touch points 1 website 2 booking process 3 check in 4 application 5 pre-flight shopping
The Perfect Host ownership - showing we care - making it happen - keeping calm - being the
heartbeat
Goal for our customers make them feel welcome and comfortable, provide them with
fulfilment, leave happy
Goal for ourselves feel that we have achieved the above, hope they share their experience
with others
Managing feelings quote people will forget what we SAID and they will forget what we DO
but they will never forget how you made them FEEL
Our Values No 1 priority: Customers' safety and comfort
