Ask open-ended questions... to help them reveal more information about themselves. Avoid questions which lead to "yes" or "no" answers. Identify their subconscious needs and desires... by asking about their favorite trip - and, just as important, their least favorite trip. Look for clues...as they talk to you. What is their style of speaking - casual or more formal? Which brochures and photographs attract their attention? Determine their expectations...What do they really expect or want to see, do, and experience? Take notes... while you're talking with them.  It shows them you're paying attention to their preferences - and it will help you remember what they've said. Offer options...two is best, three maximum.  If your clients request information on a big ship cruise in a destination where small ships also  travel, give them both options to consider, as they may not even be aware of the small-ship cruise option.  By providing your clients with both big and small-ship opportunities, you are giving them clear options and providing them with valuable information.