From the abstract to the concrete, this article identifies 10 attributes common among successful home-based travel agents. For example, one agent stresses the need to eliminate the word "no." "You never say 'no,'" said Jill Skrzynski, a SeaMaster Cruises franchise owner in Rochester Hills, Mich. "You say 'yes.' Then you go look on the Internet, call your contacts ... and there are answers." She said agents who are negative about specific requests fail to see the long-term impact of their comments. Successful agents see "yes" as an "investment in a satisfied client."

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