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Sales process

The sales process typically follows 5 quick steps at the highest level trying to exceed the potential client’s expectations.
Note: Response time during each of these steps can be the deciding factor if  the sale is closed or not. The goal is a one-hour response time.Step#1 - Build Rapport - Generate Lead into VCRM
Step#2 - Identify their Pain - Qualify client (questionnaire)
Step#3 - Propose a Solution - Send a quote
Step#4 - Ask for the Business - Follow up - ensure all clients questions are addressed
Step#5 – Deliver the product - Send invoice for review, deposit guidelines/deadlineThis process is followed to sell each of our services.  At all times these steps must be taken, but can be completed within minutes when taking a hot lead phone call or up to a couple weeks for destination wedding clients.  This would be depending on client response time as well.

STEP #1 - Build Rapport
The goal in this first step is to get to know the potential client by establishing a relationship, building trust, rapport and credibility.  If you have not taken the time to do this step, you should not move forward to step #2.  Your tone, response time and attitude must always be happy, upbeat, positive, truthful and interested. The client should always feel as if they are #1. This is identical for all products and services.

Key to Success: Be friendly, get excited, congratulate them, and compliment them. Make sure to mention “that you are here to help, guide and support them” and “that you are looking forward to working with them”. For repeat business/clients “that you are looking forward to working with them once again”

Steps to Success:
Create new lead in VCRM to include:

  • Basics of vcrm profile: name, email, referred by, phone number, etc.
  • Update Lead Tab with details of quote request & update appropriate status. See Example.

STEP #2 - Identify their Need
In this second step of the sales process you/we are trying to identify a need that the potential client may have for a vacation whether a honeymoon, vacation, destination wedding or group getaway.

Some other questions to ask:

  • What was their worst vacation they have been on and why?
  • What did they like about the places they have been to?
  • What is important to them while on vacation or what is the ideal vacation in their eyes?
  • Are they picky eaters?
  • Are they looking for a huge variety of restaurants to choose from?
  • Are they looking for a large resort or something smaller and more detailed oriented?
  • Do they want to experience the culture of the destination?
  • Are they beach people, pool people, quiet and romantic people, social atmosphere people or a little of everything?
  • Are they looking for a quiet romantic resort or something social with lots of activities?
  • Do they want….Ocean View Room, Ocean View Suite, Suite with a pool, Suite with an open air shower, Swim-up room, room service, do they want see any screaming kids on their vacation?
  • Where do they want to sit on the plane?
  • What special requests do they have like…..Early Check in? Late Check out? King bed or Double Bed? Do they need a Handicap Room? Do they require a Medical refrigerator?
  • Are they celebrating a birthday, an anniversary or Honeymoon?
  • Would you prefer an all-inclusive where you don’t have to worry about anything or a non inclusive where you pay as you go?  If you prefer a non inclusive and are traveling to a place such as Disney, would you prefer to have a meal plan option included in your pricing?
  • Where was your last vacation?  What did you love about it and what did you not like about it
  • Do you have a budget in mind and if so what is the approximate budget given the fact that I will always do my best to find you a dream vacation below your budget
  • Are there any destinations that are on the NO WAY list and if so is there a specific reason why you don’t want to travel there?
  • Where have you traveled (country & resort)?  How did you like each place?
  • Have you been to any all-inclusive resorts?  If so, which ones? How did you like them?
  • What type of things do you like to do on vacation?
  • What type of experience will make this vacation unforgettable?
  • What is the most important thing for you to have while you are on vacation (a nice room, a big beach, lots of culture, etc.)?
  • Do you want a social scene?
  • What types of activities would you like...golf, scuba diving, snorkeling, swimming with the dolphins, water activities, hiking, adventure, etc.?

Key to Success: Your questions should be designed (not focused), so they see a risk choosing the competition if they are making decision based on price only.

**IMPORTANT** It is VERY critical that we spend the majority of this time asking questions, lots of listening and doing VERY little talking during this stage of the sales process.  We don’t stop until we get to the pain BUT once you get the pain relay “no problem” & reassure you can help, guide and support them.

Steps to Success:

  • Set up a phone call
  • Qualifying/interviewing client to put together quote – ie. Phone consultation, reservation form via web.
  • Be sure to add all pertinent details in the agent notes section for the client and for this specific trip reservation.
To determine which resort meets their needs the best, please review this resort info: http://www.consortiaxtraining.com/resorts1.html
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STEP #3 - Propose a Solution
In the third step of the sales process we will illustrate how our service solves their needs or provides relief to their pain in a quote via email or in some rare cases, over the phone.  This solution will be accompanied by fun and informative quote(s) detailing our service through email. Be factual so you lead them to the best option. Don’t be afraid to point out negative facts in order to sell what maybe over budget but the best option for the overall experience. This is identical for all products and services.

Key to Success: When identifying the solutions to their pain use pictures, experiences, be truthful, be friendly, warm, get to the point and use the agency quote templates.  Be sure when sending the quote to utilize the helpful VCRM Correspondence feature by BCC: your agency specific email address for VCRM.

Steps to Success:

  • Provide quote utilizing agency templates
  • Make sure to send the reservation link from VacationCRM for them to book their trip.

STEP #4 - Ask for the Business
The fourth step of the sales process; Answer any questions and ask the client for the business.  The key is, to get to a commitment of some sort from the potential client. Always reiterate the supply & demand factors, pricing & availability is not secured without a courtesy hold and/or deposit. Create and relay a sense of urgency. This is identical for all products and services.

Key to Success: When asking for the business be tactful, use phrases like “all I need is for you to fill out the easy and secure link to get your reservation started”, this is a wonderful sale would you like me to put on hold for you, etc.

Steps to Success:

  • Ensure all clients questions are addressed
  • Make sure to send the reservation link from VCRM in order for the client to book their trip. Names and birthdays should never be taken over the phone.
  • Use Group Emails for Quotes in order for the follow up emails to be sent.  The status must be set to quote in the Lead Section, like this.

STEP #5 - Deliver the Product
On the fifth step of the sales process we will send out the invoice and/or contract within 24 hours of completed reservation form.  This is identical for all products and services.  During this step, make sure to send the payment link for any further payments or final payment.

Key to Success: Be thorough, thank your client for the opportunity and get their invoice and/or contract to them right away.

Steps to Success:

  • Deliver the product - Send invoice for review/approval, deposit guidelines/deadline
  • WOW Touch Points – stay engaged with your clients. Use reminders section to guide them through their travel process with ease. (such as dining reservations with Disney, tours, private transfers, spa, etc.)
  • Register bookings with reward program/tourism board
  • Set reminder for bonus commissions if applicable
  • Know before you go – send travel tips over to the client, for example filling out the Dominican republic tourist card and paying for it ahead of time instead of at the airport, calling their mobile company, credit card company and letting them know they are traveling. Checking to make sure their passport is up to date one more time.

STEP #6 - Deliver the WOW
The sixth step is critical to keeping the client on track with their pre-vacation planning.

Steps to Success:

  • Send client an invoice showing the deposit.
  • Send insurance quote to client if CFAR wasn’t purchased.
  • Ensure the client has the best available seats on the airplane & provide airline confirmation number.
  • Ensure booking is noted with any special requests or celebrations.  If client is celebrating their honeymoon, provide requirements for complimentary honeymoon package, if applicable.
  • Pre-register booking in portal, if applicable.
  • Send the documents to the appropriate address.
  • Add any loyalty program numbers like Sandals Select Guest & apply discount.
  • Check to see if resort receives Ensemble benefits. (link to https://agent.ensembletravel.com/us/search/index)
  • Send tour, private transfers, candlelight dinners, spa, etc. info for pre-booking.
  • Ensure client’s ground transfers are set up.
  • Ensure client has the appropriate documentation to travel.
  • Reach out to the resort team letting them know your clients are arriving and if they need anything – if you could be of assistance, you are there.  Include reservation details, the reservation number, the room category and any special information that might help their welcome (you should have already done any special needs at this point, but is a great time to follow up on those details and reconfirm)
  • Enable Auto Emails (emails that will be sent to all your bookings in VCRM).  For some generic templates, please see this page.
  • Follow up with a welcome home postcard/note/phone call, which sends a nice personal touch and reminder for them to post on Trip Advisor, write a review for your services as well.
family_questionnaire.pdf
quotefollowups.pdf