Tulsa daily world. [volume] (Tulsa, Indian Territory [Okla.]) 1905-1919, 1913-11-16
railroad Ticket
AGENT GETS PRIZE
BALTIMORE AND ONO CONDUCrS
CONTEST TO GIT POINTERS
FROM AGENTS.
always WEAR A SMILE"
Man Who Was Successful Declares
That The Ticket Buyer should
BE Treated ~ Customer.

An award Of S25 for tne best essay
submitted by tine agents OF the Bal
tmore and Ohio system ON how
ticket agent should handle an unde-
cided inquiring caller has been
awarded to Elias Bernstein, ticket
agent of the State Island railroad at
Pleasant Plains, New York
The prize essay competition was
conducted by the passenger depart
ment under regulations prescribed 10y
General George T.. Randolph, first
vice president and chicf executive of
the traiiict department, who suggest
cd hte idea. The Judge Of the essays
was oscar G, Murray chairman of
the board Of directors and former
president of the Baltimore and Ohio
railroad, who started his railroad ca
reer as a ticket agent and was thus
highly qualified to pass upon the
merits Of the papers prepared by the
men who represent the company be.
fore the travelling public.
Every measure of fairness was fol-
lowed in making the award, Mr. Muir
ray requesting that the essays he
| placed before him in typewriter form
uniformly transcribed from the manu-
script and without signature The
articles were received by Passenger
| Traffic Manager O. =. McCarty who
sent them to Mr. Murray for his de-
cision
Each essay was carefully consid-
cred" said Mr. McCarty, 'and many
excellent suggestions about serving our
received by the officials Of the passen-
ger department from the employees
] who meet the public I'm our ticket
offices. The motive which suggested
the prize essay contest was the desire
to learn whether the agents of the
Baltimore and Ohio system are CON
stantly alert TO the wishes of the
management that they extend every
assistance to the prospective passen-
ger; and it was also felt that an eX-
change Of ideas between the onic)ls
and the employe will best advance the
interests of the company by having
the public understand that it Is our
aim always to place the highest char
actcr Of service at its disposal
The essays received during the
contest convinced the officials that
this matter is receiving the attention
Of our employees. While Mr.. Bern
STEMS paper was regarded as the
| best under all the circumstances,
/ numerous others were voted honor
able mention and will be placed In
/ the hands Of our agents along with
| the prize essay
Writing about the attitude uf a
ticket agent towards a prospective
passenger Mr. Bernstein said:
"A ticket agent is a salesman in the
| broad sense of the word. Salesman
| ship may be defined as the science
and art Of influencing the mind
| through the senses. The style of ar
gument and the kind Of reasoning to
| be used must be ,ormined by the
| proposition the salesman is handling
aud the character Of the buyer. Whe-
/ ther it be on the road with the line
/ Of merchandise or behind the ticket
counter, the salesman must have at
/ his command a thorough knowledge
Of his business and an understanding
Of human nature
Now you stop to think of it, it is
great art to handle a man in such
a way as to win both his trade and
his friendship. A living man is the
most complex piece of machinery in
the world Compared TO him. a To-
comotive is a play toy. The slightest
/ hlunder may cause him to work bad
/ ly or to break down; yet there are
no printed directions attached to him.
All we can do is to watch his eyes
and do our best
Now. let us suppose a case whore
an undecided caller steps up to the
/ ticket window for information. lie
wants to know what advantages our
road has over another which also
runs to his destination. The agent
! has before him a prospective Gus
toner. His aim should be to convince
that person and get his patronage. To
do so, certain golden rules must be
closely adhered to- The first greet
ing from the agent must be "A sunny
smile. He must listen attentiyely and
study the brand of information de-
sired. Since first impressions are
very lasting, the companys servant
must have at his fingers tips facts
and figures. II must also be kept i'm
mind that It is easier to win man
through his eyes than through his
ears. Diagrams and maps are very
helpful and speak for themselves.
Lastly you never win man by talk
ing at him; you must talk with him.
Psychology plays prominent
part in dealing with a doubtful indi-
vidual Say something pleasing to
him and he is cordial. If he is
business man he will respect your
| judgment If YOU tell him that the town
is moving his way, or that you note
the marked Increase in his business.
Then come to the point and answer
his questions in a clear. matter of
fact business Ike way. 1t strengthens
the arguments and shows self-confi-
dence In the assertions made. Re-
mark casually that that particular
portion Of the road bed has lately
been ballasted aud that a new block
system now protects 1t; mention the