PCSP Sales Service Training MAY 15 - PCSP

RYANAIR
INFLIGHT SALES & SERVICE PRE-COURSE STUDY PACK

DEPARTMENT
Initial Training | Issue 1;Revision 11.0

Introduction
Ladies & Gentlemen,
Firstly, congratulations on being successful in your application to become Cabin Crew with Ryanair,
Europes No.1 low fares airline.
Completing your sales training is intensive, but also fun. However, before you complete your Sales
Training and Operate as Cabin Crew on Ryanair aircraft, you must pass your Initial & Conversion
Safety Course. Following your safety course, you will receive your Sales & Service Training, along
with an exam which must also be passed before you receive your wings.
This Pre Course Study Pack will allow you to learn the fundamentals of what is involved and
expected of you in relation to Sales & Service when operating on board Ryanair Aircraft. There is a
lot to learn in this pack and you must be fully familiar with the full content prior to attending your
Sales & Service training course. Your Sales & Service course may be conducted at any point during
your Initial & Conversion training course. You must be confident that you know and understand all
of the information contained within. The pack is split into sections, during your sales & service
course, your Instructor will build on your knowledge. At the end of the pack, there are some revision
questions. When you have completed the questions, check them off using the pack, if you missed
any or had incorrect information, this should let you know how much more study you need to do.
On completion of your Sales & Service Course, you will have an exam to complete, along with
practical assessments which must be passed to become a Cabin Crew Member. Taking the time to
learn the information in this study pack will give you a huge start in gaining the knowledge required
to pass the exams and carry out your role as a Cabin Crew Member.
Bring this study pack with you when you begin your training course and it is recommended that you
carry your pack in your crew bag in the event you need to refer to it during line operations.
Good Luck with studying and remember that the hard work will pay off when you receive your wings
to allow you to fly as fully qualified Cabin Crew on Ryanair aircraft.
We look forward to meeting you.
Best Regards,
Ryanair Inflight Department
Note: All details true and correct at the date of publication. SOPs change on a regular basis, you
should keep up to date with amendments in your base and on www.cabincrewdock.com.
2 Ryanair Inflight Department

Sales & Service Pre-Course Study Pack Ryanair Initial/Conversion Sales & Service Training
Issue 1; Revision 11 This course remains the property of Ryanair & must
not be distributed; re-distributed or presented
without the express consent of Ryanair.
SALES &
SERVICE CONTENTS PAGE
PCSP
Section 1 Sales Awareness Page 4
Section 2 Sales Briefings Page 4
Section 3 Stores/Trolleys Page 5
Section 4 Distribution of Runway Retail Catalogue Page 7
Section 5 Flow of Service Page 9
Section 6 The Service Page 10
Section 7 Methods of payment Page 14
Section 8 Planning & Preparation Page 17
Section 9 Sales Techniques Page 18
Section 11 Administration Page 22
Appendix 1 Glossary of terms Page 26
Appendix 2 Sales Tips Summary Page 27
Appendix 3 FAQs & Top 12 things to remember Page 32
Appendix 4 Revision Questions Page 33

Sales & Service Pre-Course Study Pack
Issue 1; Revision 11
Section 1: Sales Awareness
Who needs sales?

o As a low fares airline, we rely on our crew and staff to present the company to the
highest of standards, offering passengers a great service onboard with a wide choice to
address their needs whilst flying with us. By pushing sales onboard, you also increase
your average spend to work towards your target and also increase your sales bonus. You
will also increase your chances of winning the crew incentives when pushing the current
promotions.
Where do I get sales information from?
o Memo Books
o Sales Wall in the Crewroom
o Runway Retail Catalogue
o www.cabincrewdock.com
o Crew Product Guide
Section 2: Sales Briefings (Pre-flight)
After the No.1 has gone through the facilitated safety, security & first aid briefing, they will conduct
the sales briefing. This entails:-
As the No.1 issues targets to each crew
member, they will note them on the
Hand out of Runway Retail Catalogues Inflight report.
Setting sales targets for all crew members.
For example, the No.4 to sell 10
scratchcards throughout the day, the No.1
to sell five promotional items etc.
Discuss the current promotions of the
month.
Discuss any new items & products.
Discuss the set-up of the trolley top.
Discuss the importance of link selling and
sales awareness.

Section 3: Trolleys/Stores
Runway Retail Catalogue
These are loaded by the

catering/cleaning companies.
You should have a minimum of 210
Runway Retail Catalogues.
If you have insufficient Runway
Retail Catalogues you should note
this on your Inflight Report.
Trolleys
At the beginning of the day, it is
important that the crew ensure the
trolleys on board are all present
and correct.
Each bar set across the Ryanair
network is given an individual bar
number.
Bar Number The No.1 and the No.2 should

ensure that the bar numbers on all
trolleys correspond and should
inform each other if there is a
trolley that doesnt match or if
there is a trolley missing.
Trolley Breakdown
We have a number of different types of trolleys on board;
REAR GALLEY:
Large fire proof gash cart

Service Trolley (B)
Spare cart ( C)
Spare cart (E)
Bar Boxes (up to 8)
Ice cooler box
Dry Stores Cart

FORWARD GALLEY
Small service gash cart

Service Trolley (A)
Gifts Trolley (D)
The service trolleys will be used in the cabin to serve our passengers in the cabin. The large cash cart
at the rear is used to stow all full rubbish bags until they can be offloaded in your destination. The
spare carts are used to stow extra drinks and snack items and the bar boxes are used to stow all deli
food items and fresh food.

Section 4: Distribution of Runway Retail Catalogue
The Runway Retail Catalogue changes every 6 months and they contain all information on our
products, prices and promotions.
The Runway Retail Catalogue must be distributed to all passengers on each flight.

Runway Retail Catalogue must be distributed to Passengers
before and after takeoff.
This will enable the passenger to read the articles inside and
will also make the passenger aware of all the products we have
available for sale on board their flight.
Ensure Runway Retail Catalogue are distributed to each passenger.
i. Offer each passenger a Runway Retail Catalogue

ii. Dont walk down the cabin repeating the word magazine; greet each passenger with
Welcome on board or Good Morning/Afternoon/Evening and then give them the Travel
Guide.

Hello! Magazine
Hello! Magazine contains the most up to date Celebrity gossip and pictures. It is published every
Tuesday and is available for purchase on board Ryanair flights at 2.50 or 2.00. Hello! Magazine
cabin walk should be completed after take-off when the Irish Independent (if applicable) is being
completed prior to the distribution of the Runway Retail Catalogue .
1.

Section 5: Flow of Service
Prior to 7am and after 10pm there will be no on-board sales announcements other than Safety.
During these quiet periods crew shall dim the ceiling and window lights in the Cabin. Entry lights
should remain off, work lights in the Galley should be switched on. In the event of an emergency all
lights should be switched to bright. (In the summer months, quiet flights are removed in the
evenings)

Section 6: The Service
Newspapers
On selected Ryanair flights,
newspapers are available for purchase.
In our Irish Bases, we sell the Irish
Independent and in some UK bases we
sell the UK Independent. The No.1
should make a P.A to the passengers
advising we have newspapers available
for purchase, they should mention the
applicable supplement inside and a
crew member should pass through the
cabin. The supplement list can be
found in your base.
Hot Food Orders
Fresh foods are loaded daily and are freshly prepared.
Everyone prefers to have their hot food/meals at the same time they receive their drink and
other snacks.
To ensure we give the best possible customer service on board, a crew member passes
through the cabin asking passengers if they would like to order any of our hot food/meals,
therefore we can give the passenger their hot food when commencing the trolley service.
The majority of our hot food/meals take around 12-15 minutes to cook.
The No.1 will make a P.A advising passenger of the hot food items.
The crew member should stop at each row and ensure they ask all passengers if they would
like to order Hot food items.
The crew member should make a note of the seat number and the item on the below
reconciliation sheet.
Trolley Service
Inflight sales must commence within five minutes of the crew being released from the seats
after take-off.
Before the P.A is made regarding the commencement of the Inflight drinks service, the
trolley must be set up and sitting in the aisle at the forward of the cabin.
The No.1 & No.4 will complete the service from rows 1-16. The No.2 & No.3 will complete
the service from rows 17-33 (some bases start from row 33).
Scratchcards
The scratch card service should commence after the bar service has been completed.
While the automated PA (expectation of quiet flights) is being played or said by the No.1 on
the P.A, a crew member must be standing at row 1 holding a fan of scratch cards. It is also
recommended to make an additional PA outlining the prices and donations to charities.
A crew member should walk slowly down the cabin & engage with every pax making
references to the amazing prizes & charities.
Gifts Service
The Gifts service must be completed after the scratch cards. Ensure a clear and concise PA is
made mentioning the promotion of the month and any new products.
Always have your trolleys set up at the forward of the cabin. Set the trolley up with a wide
range of male & female perfumes. Ensure monthly promotions and new products are
highlighted. Dont forget to include company merchandise. Walk slowly down the cabin &
clearly say what youre selling. Gifts, Cosmetics, perfumes, Jewelry etc.
Compare your prices to the high street prices when making your P.A. This will highlight to
passengers the savings they will make.
Bus Tickets
Ryanair work in conjunction with National Express to bring our passengers the lowest fares possible
when travelling onwards into London City Centre from Stansted Airport. Crew can sell Bus tickets on
board when using an EPOS Bar (covered during EPOS training).

National Express is a direct, high frequency, express bus services running 24/7 between Stansted
Airport, Luton, Gatwick and Central London. There is also a service from Manchester Airport to
the City.
Low fares guaranteed
24/7 service
Secure luggage storage
Fares from 8 one way
Smarter Call Cards
Smarter call cards help our passengers avoid large mobile phone bills when they return
home from their trip.
o We have a selection of telephone cards to suit them for purchase on board all of our
flights. They can purchase our cards in two denominations;
10
20.
When a 10 card is purchased, the passenger will receive 40 worth of calling time.
When a 20 card is purchased the passenger will receive 90 worth of calling time.
Gash
The term gash refers to aviation terminology for waste; rubbish; newspapers. It is used universally
by all airlines.
As many gash collections as possible, must be completed throughout the flight particularly
after each bar service. Offer product replacements during the gash collections.

Section 7: Methods of Payment
Ryanair offer our passengers two payment methods when paying for Inflight goods;
Cash
Ryanair accepts the above currencies; however, we only accept note form currency in Norwegian
Kroner; Swedish Kroner; Danish Kroner; Polish Zloty; US Dollars and Hungarian Forint. We accept
notes & coins in both Euro & Sterling currencies. We also have a maximum note for acceptance for
all currencies as listed below. Any crew member who accepts a note higher than the below and the
note is found to be fraudulent, the sum will be adjusted from their Inflight Sales Bonus.
Euro: 100 Note
Sterling Pounds: 100 Note
Swedish Kroner: 1000 SEK Note
Norwegian Kroner: 1000 NOK Note
Danish Kroner: 1000 DKK Note
US Dollars: $100 Bill
Polish Zloty: 200 PLN Note
Hungarian Forint : No Max at the moment

Credit Cards
The only Credit Cards to be accepted on

board Ryanair aircraft is Visa &
MasterCard. Crew are permitted to
accept Visa cards that begin with the
number 4 and MasterCard which begins
with the number 5.
Credit Card Procedure
Credit Card transactions should be processed in front of the passenger at all times. Under no
circumstances should the passenger not be able to see their cards.
The maximum a passenger can spend on any Credit Card is 160. There is only to be one
transaction per passenger; per card. Passengers are not permitted to use multiple
transactions to the value of 160. For example, if a passenger spends 100 on one
transaction and then spends another 60 on a different transaction this is not permitted.
When a passenger uses a Credit Card in any transaction, the passenger must present a
passport, national ID card or drivers licence. This is to ensure the passenger is the authorised
Credit Card holder. The crew should check that the passenger name matches that on the
identification produced. If the crew member finds that the card details do not match, they
should advise the passenger for security reasons, we are unable to process their card and
the No.1 should make a note of the incident on the Inflight report.
Under no circumstances should crew members record the CV2
number on the Credit Card slip. (3 digits on the signature strip)
Ensure all necessary information regarding the flight and the passenger is written clearly on
the card and that it is legible.
Crew members can take credit card payments in two forms, either manually or
electronically. If we process a card manually it will be done using the credit card validator
and a credit card slip. If you process the card electronically, it should be done using the Chip
& Pin function on EPOS. You can only write a manual credit card if EPOS was to fail.
It is with the upmost importance all Credit Card transaction are processed in front of the
passenger, the crew member completing the transaction should take the Card Validator to the
passenger and complete the transaction at the seat.

How to manually complete a Credit Card Slip
How to complete a credit card slip;
o Enter the flight number

o Enter the flight date
o In the box Galley No enter the pax seat number
o Tick the correct box Visa or MasterCard
o CSA The Staff Number of the CCM completing the transaction
o Amount- Total amount of transaction
o Total Euro Total amount of transaction.
When the card has been validated, the CCM should then tick the box Card Holders Name &
Number entered This is to ensure all details are clear on all copies of the card.
The passenger should then read the card holders declaration and sign on the dotted line.
The CCM should then check that the signature from the Credit Card Slip matches the
signature on the back of the card and also the details match the identification produced.
If these match the passenger should be given the top copy of the slip and the other 2 copies
should be placed in the red bag.
NOTE: The only currency that a credit card can be processed in is uro.
If there is no validator on board, please contact your base supervisor quoting the A/C Registration so
this can be rectified.
Cheques
Ryanair does not accept cheque as a method of payment for Inflight goods.
Travellers Cheques
Ryanair does not accept travellers cheques as a method of payment for Inflight goods.

How to complete a Credit Card Transaction using EPOS
Select card option for payment
Screen will display message Please follow instructions on pen pad below
Hand device to passenger
When the passenger has finished you will be asked to print receipt
The first copy should be retained by airline and the second copy is for the passenger
The passenger should then sign the back of the airline copy
The CCM should then check that the signature from the Credit Card receipt matches the
signature on the back of the card and also the details match the identification produced.
If these match the passenger should be given the passenger copy and the other copy should
be placed into the red bag
Section 8: Planning & Preparation
The consistently successful salesperson consistently plans and prepares well.
The above should be considered before you commence your duties each day and should influence
you through your career with Ryanair.
How to Prepare
Appearance
o Correct hair styles
o Clean fingernails
o Fresh breath
o Smart Appearance
All crew members must ensure they are in full compliance with the Ryanair Grooming Regulations
Manual issued 17th Jan 2014.

Section 9: Sales Techniques
You have a wide selection of Sales Techniques which can be used when conducting on board sales
during a flight. These include but not limited to;
Personal
recommendations Link selling Up Selling
Offering alternatives Earshot effect Down Selling
Selling to a group Active Listening Closing the sale
Personal Recommendations
As with any situations, personal recommendations become a vital part of the selling process.
If you recommend a product, you will obviously increase your chances of achieving a sale;
however, you should be sincere when making recommendations.
Offering Alternatives
Having limited amount of stock on board, you may have to offer alternative products of the
same type.
Always offer an alternative product; just dont walk away without giving the passenger
another choice.
For Example;
(i)

Selling to a group
Multiple Passengers:
Providing quality customer service to more than one passenger at a time comes easily with
patience. Some groups will require the occasional directional push and assistance.
In larger groups such as stag or hen parties, you should pick out the leader, normally the
loudest one of the group. If you manage to achieve a sale from that passenger, the
remainder of the group will normally follow suit.
Link Selling
Link selling is the term used when we try to boost our unit sales by encouraging passengers
to buy another item by linking product to product.
It is always good to know which type of products match. By selling an additional item to the
passenger, you not only boost your average spend for that flight, but also you boost your
sales bonus.
We regularly have a number of meal deals available on selected flights which we have
already linked for you; all you have to do is sell the passenger the additional item.
Who benefits?
You Increase your sales bonus and average spend

The Passenger Save money and have an additional product and good customer service.
The airline increase revenue
Example;

Earshot Effect
It is recommended that you focus on sales in the first three rows of the cabin. The rows
behind are more likely to follow suit and also make a purchase.
When passing on information to a passenger about an item, and telling them the relevant
features & benefits hold the product at eye level and speak just loud enough for the next
few rows to hear.
You should try and make eye contact with your audience and you may make one or two
extra sales in the process.
Active Listening
Questioning is a vital skill used in selling, but you are wasting your time if you dont listen to the
answer. Passengers love when crew members get involved with them, ask them
i. About their trip?

ii. Who is the product for?
iii. Is it for a special occasion?
iv. Is it a gift?
Always listen to the answers and ask a relating question to show you are listening and that you care
about what they are talking about.
Up-Selling
Up-selling is when a passenger asks for a product, and you can relate the requested product to a
similar one which benefits the passenger but also increases your average spend and sales bonus.
Example;
Britvic Orange 150ml: 2.00

alternative
Britvic J20 330ml: 2.50
Down-Selling
Down-selling is when a passenger asks for a product, but is reluctant to make a purchase because
they think it is too expensive, you should try to relate a cheaper product to gain a purchase.
Features and Benefits
Features are what a product HAS or DOES.
Benefits are things that the product can DO for the customer.
Linking features to a corresponding benefit is easy if you use the linking phrase. ......which means
that...........

For Example
The size of the bottle is 50ml ......which means that It will fit into your liquid regulations bag.
This is made by YSL .. which means that. You are assured of good quality and a well-
known brand.
This fragrance is the latest in (this celebritys) range. which means that you will be bang on
trend.
This lip gloss set is made by LOreal..which means that . You should have it because youre
worth it!
Closing the sale
Everyone likes a consistently pleasant sales person; ensure you remain professional and polite
during your sale. When closing the sale, always thank the passenger for their purchase and they may
just make another purchase on their return flight.

Section 11: Administration
Ryanair continues to expand each year as we take continuous delivery of aircraft, out employee
numbers increase and new routes open, we need to know the line operations of the airline are
running smoothly, therefore, administration plays a larger part of each crew members roles to
ensure all daily paperwork is completed accurately & neatly.

(i) Inflight Report Page 1

Inflight Report Page 2

The Inflight report is used to record day to day information for normal operations. It is used to
record sales figures and to record boarding information. This will be completed by the CSS however
all crew members must be aware of their individual targets and also ensure the sign the Briefing/De-
briefing sections.
All other forms of paperwork that concern you will be explained by your instructor throughout your
course.
[END]

SALES &
SERVICE GLOSSARY
PCSP
Appendix 1
Glossary
Inflight Report Used to collate all routine items during a flight, including delays,
sales records and passenger figures.
Gash Term used in aviation to reference rubbish
Cup Holder Used to display hot drinks to passengers; attaches to side of trolley
P.A Passenger Announcement; Public Address
www.cabincrewdock.com Cabin Crew Website, where you can check your roster, apply for
holidays, complete reports and find all relevant information relating
to your role as cabin crew including a full section on Sales.
First Wave The first departure of the day, normally between 0500 and 0800.
Briefing Complete pre-flight covering all items for the days operation
De-briefing Completed post flight by either the No.1 or the Base Supervisor
reflecting on the days operation commending the crew or advising
which areas could off been performed better. Some de-briefings
may have to be noted on a de-briefing form which can be found in
the crew room.

SALES &
SERVICE SALES TIPS SUMMARY
PCSP
Appendix 2
This guide has been produced in accordance with all current Ryanair procedures to enable and assist
crew members with selling to our passengers on board.
Perfect your skills in personal contact, product demonstration, asking and answering questions,
overcoming objections, and providing reasons to buy from your trolley. Tell your story, create a need,
solve a problem, and take care of follow-up procedures correctly.
Runway Retail Catalogues should be distributed as passengers before and after take-off.
All passengers should receive a Runway Retail Catalogue, you should engage with your
passenger as you pass through the cabin.
When passing through the cabin, be sure not to repeat the word Magazine

Communication Skills
One of the most important qualities a cabin crew member needs is good communication skills.
Body language plays a vital role in your position on board and in the sales person you aspire to be.
A warm natural smile is key to making your

passengers feel welcome and relaxed.
Listen to the passenger and ask questions
as this show interest in your passengers
and makes them feel at ease.
When walking through the cabin maintain a good posture and look at the face of as many
passengers as possible. They will be more likely to stop you and order something if the
catch your eye.
Our actions speak louder than words, and our body language conveys messages that are
more believable than what we say.
Your ability to read your passengers body language and project your own in a way that says,
Im here to help, is one of the most powerful skills you can have.
Remember: 70% of all communication received is non-verbal.
Engaging the Passenger
Engaging the passenger is an essential element in being successful in Sales.

Merchandising
Merchandising is all about trolley display.
Drinks Trolley
Passengers become hungry or thirsty at different times. Ensure that you make as many services as
time permits to take advantage of this.
Using imagination and merchandising flair will attract passengers to the products being displayed on
your trolley.
Drinks trolley must grasp the attention of your passengers.

Passengers must be able to see products clearly.
The display must reflect on the passenger type on board.
The display should reflect on the season, effects & time of year.
A good variety of products must be used,
All morning flights, before 1200, we aim to provide breakfast to all of our passengers, therefore
breakfast items should be on the trolley display.
Who benefits from a good trolley display?
Passengers: Can see that its time to shop and not just another unidentifiable trolley being
pushed down the cabin.
Unsure Passengers: Who may not feel comfortable asking for assistance will have a chance
to look at the products more closely and may therefore make a decision to buy, it is
therefore imperative we walk slowly down the cabin aisle.
Impulse Buyers: Who have not made the conscious decision to buy, may be tempted by an
attractive and eye-catching trolley display and make an impulse purchase.

Why is it important to take the time to make a good trolley display?
Its the equivalent to a shop window.

Although we advertise out products well in the Sky Shop section of our Travel Guide, the
trolley top is the only time the passenger actually gets a visual view of the product.
What to remember:
Space: Use it Wisely

Time: Be prepared and
well organised.
Health & Safety: Ensure
your display is safe.
Security: Remain vigilant
at all times as you may
have high priced products
on your trolley top.
When should you be thinking about your trolley display?
It should be discussed during the pre-flight briefing, sharing sales information and tips between
crew. Suggest specific products to display on your trolley high priced, good selling products.
When should you set up your trolley?
The No.1 should commence their trolley set up immediately after they have completed their
after take-off P.A to allow them to start the drinks service five minutes after the release call
has been head from the flight crew. The No.2 should commence their trolley set up as soon
as the release call has been heard.
Ensure your display looks good before leaving the galley and entering the cabin.
On a busy service, the beautiful display which left the galley could be looking a little tired
after a few rows. Take a moment to re-stock your trolley and re-prepare your trolley top.
Whilst you are re-stocking your trolley top, take a few minutes to engage in conversation
with you passengers and promote your customer service skills.

How can you make your display look like a shop window?
Colour: Monochrome; Colourful; Product Range
Themed Products: Christmas; Mothers Day; Fathers Day
Height: Make it look eye catching Taller products to the centre, gradually getting smaller towards
the edges.
Structure: So the passenger can see what you want to sell them a pyramid works well.
Health & Safety: Make sure your display and structure is safe you dont want products to fall.
Commercial: Dont forget to make your labels visible. Have linked products together.

SALES &
SERVICE TFAQ
OP 10
S THINGS TO REMEMBER
PCSP
Appendix 3
Below is a compiled list of questions passengers ask our crew on a regular basis and a guideline of
the answer you should give. You should try to reference these on a regular basis to ensure you are
giving the correct information.
1. Do you have any salt & pepper?

a. I do apologise but unfortunately, we do not carry any condiments as they are
already within our deli snacks and sandwiches.
2. Do you have a fork or knife?
a. Unfortunately we do not carry these items; our products that require cutlery are
pre-packed with them inside.
3. Do the watches come with a warranty?
a. Yes, they come with a 1 year warranty. Should you wish to claim, you should send
the watch back to Ryanair. (Crew should direct the passenger to the address in the
Travel Guide)
4. Can I pay for my goods with a cheque?
a. Unfortunately not, however you can pay for your Inflight goods using a wide
selection of currencies including Sterling & Euro or by Credit Card Visa or
MasterCard.
5. Can I pay for my goods with Switch/Maestro/Cirrus?
a. Unfortunately not, however you can pay for your Inflight goods using a wide
selection of currencies including Sterling & Euro or by Credit Card Visa or
MasterCard.
6. What are the main points mystery passengers are checking for when conducting audits?
a. Runway Retail Catalogue are distributed to every passenger

b. Inflight sales commence within 5 minutes of the crew being released from
their seats
c. If flight more than 90 minutes - a second drinks service is done
d. Product replacements offered during the gash service
e. Hot food orders are taken
f. Scratchcard sales and procedures are completed well
g. Gifts service is completed, time permitting
h. Standard of PAs completed is excellent
i. Trolley displays are good
j. Sales techniques are applied well
k. Good engagement with passengers
l. 25 minute turnaround procedures are complied with
Appendix 4
Top 12 things to remember:
1. Smile & make pleasant contact and conversation with the passengers, people buy from
people they like!
2. Hand out the Runway Retail Catalogue to every passenger.
3. Think about your passengers who are they; what would they buy.
4. Be aware of all promotions and special offers.
5. Make your P.As clear, concise and interesting. Speak slowly and dont ramble.
6. Know your products read your product guide.
7. Take your time and dont rush.
8. Complete as many services as possible.
9. Link sell your products.
10. Close the sale with thank you.
11. Issue receipts for every purchase
12. Offer product replacements with the gash service

SALES &
SERVICE REVISION QUESTIONS
PCSP
Appendix 4
You should use the blank pages which follow to answer the below questions. The point allocation on
the right hand side will indicate how much information is required. You should match your answers
with the revision pack. If you score less than 51 points (85%), we recommended you study the pack
again and re-try the questions. You should have these available on day 1 of your Sales & Service
Training Course.
1. List 6 places where you can get sales information from?

(6)
2. As part of your pre-flight duties, all cabin crew must attend a briefing which constitutes as 2
parts, the safety briefing and a sales briefing. List the format of the sales briefing.
(6)
3. What is Ryanairs procedure for the distribution of Runway Retail Catalogue ?
(4)
4. What parts of the Inflight Service should be completed during the Cruise phase of flight?
(14)
5. (a) What is the reason we conduct Hot Food Pre-Orders as part of the Inflight Service?
(1)
(b) At which stage of flight would this be completed and by who?
(2)
6. List the currencies Ryanair accept as forms of payment?
(7)
7. What is the maximum Euro note accepted on board Ryanair aircraft?
(1)
8. What are the 2 types of Credit Cards that Ryanair accept on board for the payment of
Inflight goods?
(2)
9. What is Ryanairs current procedure for the acceptance of Credit Cards as forms of payment
for Inflight goods?
(6)
10. What daily paperwork would you enclose in your Red Bag?
(8)
11. Explain up-selling with an example.
(3)
___
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PCSP Sales Service Training MAY 15 - PCSP

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PCSP Sales Service Training MAY 15 - PCSP

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RYANAIR

INFLIGHT SALES & SERVICE PRE-COURSE STUDY PACK

Initial Training | Issue 1;Revision 11.0

Ladies & Gentlemen,

We look forward to meeting you.

Ryanair Inflight Department

2 Ryanair Inflight Department

Section 1 Sales Awareness Page 4

Section 2 Sales Briefings Page 4

Section 3 Stores/Trolleys Page 5

Section 4 Distribution of Runway Retail Catalogue Page 7

Section 5 Flow of Service Page 9

Section 6 The Service Page 10

Section 7 Methods of payment Page 14

Section 8 Planning & Preparation Page 17

Section 9 Sales Techniques Page 18

Section 11 Administration Page 22

Appendix 1 Glossary of terms Page 26

Appendix 2 Sales Tips Summary Page 27

Appendix 3 FAQs & Top 12 things to remember Page 32

Appendix 4 Revision Questions Page 33

3 Ryanair Inflight Department

Who needs sales?

Section 2: Sales Briefings (Pre-flight)

4 Ryanair Inflight Department

Runway Retail Catalogue

These are loaded by the

Bar Number The No.1 and the No.2 should

We have a number of different types of trolleys on board;

Large fire proof gash cart

5 Ryanair Inflight Department

Small service gash cart

6 Ryanair Inflight Department

Runway Retail Catalogue

Ensure Runway Retail Catalogue are distributed to each passenger.

i. Offer each passenger a Runway Retail Catalogue

7 Ryanair Inflight Department

8 Ryanair Inflight Department

9 Ryanair Inflight Department

Hot Food Orders

Fresh foods are loaded daily and are freshly prepared.

11 Ryanair Inflight Department

Low fares guaranteed

Secure luggage storage

Fares from 8 one way

Smarter Call Cards

12 Ryanair Inflight Department

Euro: 100 Note

Sterling Pounds: 100 Note

Swedish Kroner: 1000 SEK Note

Norwegian Kroner: 1000 NOK Note

Danish Kroner: 1000 DKK Note

US Dollars: $100 Bill

Polish Zloty: 200 PLN Note

Hungarian Forint : No Max at the moment

13 Ryanair Inflight Department

The only Credit Cards to be accepted on

Credit Card Procedure

14 Ryanair Inflight Department

How to complete a credit card slip;

o Enter the flight number

15 Ryanair Inflight Department

Select card option for payment

Hand device to passenger