Sales Process Steps

We have formulated a couple sales process steps to use and evaluate your staff’s performance and implementation of the sales process. The sales process have clear categories that can be scored and evaluated. In return the results will highlight areas of excellence as well as areas that might need more attention.

Step 1 – Meet & Greet

First impressions are lasting, we only get one chance to create a great first impression. 
Remember that customers enquiring telephonically do not have a picture of what is happening in the shop. Before answering the call, take on the mindset that you would with a face to face customer, answer the phone with a smile and ensure the caller has your full attention.
The travel experience starts the moment the client makes that call – treat everyone like gold. Treat everyone you speak to like a million-dollar customer, you never can tell.

Did the consultant introduce himself/herself clearly?
Make sure you speak clearly and confidently, even on the phone, act as if the person is in front of you. Make sure you speak slowly and clearly pronounce your word, especially if you have an unusual name. This is your one shot to make sure they remember you as a person.

 An example you could use

• “Good Morning/Afternoon [Store name] this is [your name]”

By saying this you are letting them know you are going to tell them your name, they will listen that bit more attentively. Remember it must be slow and clear for them to understand.
Did the consultant ask your name?
Ask their name and use it to show interest and make a client feel special. You should now have a customer who feels they are important to you and that you are treating them with respect.

Some examples you could use

•   “My name is…..and yours is…..?” 
•   “I’m sorry I didn’t catch your name?” 
•   “Can I ask to whom I’m speaking to?”
•   “What is your name?” 
•   “Could I just take down your name?”

Step 2 – Building Rapport

Building rapport helps establish a trusting, long-term relationship, a relationship based on honest and integrity. Slow the enquiry down, even if you are busy with a million things to do, they don’t know and don’t care. People want to know how much you care, before they care how much you know.
You need to “build” rapport by asking questions and listening to the answers. Each question / answer is a brick in the relationship you are building together.
Remember people buy from people they like and trust.
Did the consultant use your name during the conversation?
Once you have asked their name make sure you continue to use it to show interest and make a client feel special. Even once will do!

Did the consultant ask if you had already gotten a price from anywhere else yet?
This is a very important step, as it will give you vital information as to whether the client is looking around and will prepare you to close the sale before the call ends and what prices they have obtained so far. Clients do not always volunteer this information.

Some examples you could use

•   “Have you done any research?” 
•   “Have you booked here before?” 
•   “Do we have your details here on file?” 
•   “Have you got any prices already from some where else?” 
•   “Have you been shopping around for prices?” 
•   “Have you checked out any options already?” 
•   Are you aware of our Price Beat Guarantee?”
•   “What options have you looked at so far?” 
•   “Is there anything you have been looking at?” 
•   “Are there any specials you are looking at?”
   

Step 3 – Qualifying

If you don’t qualify well, you won’t get the booking. It is important not to give too many options and confuse the client. You need to ask relevant questions to get a full picture of their needs. We are the customer’s expert – it is up to us to offer the full travel experience. Clients may not realize all the services we offer or think of things such as insurance. They are looking to your for help and guidance.

Step 4 – Product Presentation

Did the consultant advise you of inclusions and exclusions?
Did the consultant explain the features and benefits of the recommended product?

Some examples you could use

•   “The connections are pretty good” 
•   “You will get your frequent flyer points” 
•   “There is only 1 stop on the way” 
•   “If you book and pay by 31 August, you get the ‘special’ ” 
•   “You get a free side trip with this airline” 
•   “The entertainment on the plane is great for kids” 
•   “This airline is great value”

Did the consultant offer to type up a quote?

Some examples you could use

•   “Can I put this in writing for you?” 
•   “Do you have an email or fax number so I can send you some information?” 
•   “If you have a few minutes I’ll type this up for you” 
•   “How about I type a quote so you can read through the option(s)?”

Step 5 – Commitment

There are only 3 outcomes to any enquiry:

  Booking / Sale
  Appointment 
  Follow Up call

Closing the sale helps customers make a decision. If you have built rapport they know they can trust you. If you have qualified you know you have a product that meets their needs. If you have presented the product and explained the features and benefits they know it is the right product for them. Now is the time to ask them if they want to book.
Don’t be an information service; make sure you make all of your time and work worthwhile. 
Did the consultant make a trial close?
By asking a trial close question you are checking you have matched your customers needs, you are asking for their opinion

Some examples you could use

•   “Is that what you were looking for?” 
•   “How does that sound?” 
•   “Is that what you had in mind?”

Did the consultant ask for the booking or sale or offer to check availability?
Closing the sale helps customers make a decision. IF you have built rapport they know they can trust you. If you have qualified you know you have a product that meets their needs. If you have presented the product and explained the features and benefits they know it is the right product for them. Now is the time to ask them if they want to book.
Don’t be an information service; make sure you make all of your time and work worthwhile.

Some examples you could use

•   “Shall I book that for you, or can I check if we have it in stock…” 
•   “Would you like me to make a provisional booking?” 
•   “Can I book some seats for you?” 
•   “If I can find a seat can I book it for you?” 
•   “I can book that for you now to save you missing out later.” 
•   “Would you like me to book this now?”

If no booking was made, did the consultant arrange an appointment or a follow up call?
You have already spent valuable time with your client; don’t let it go to waste by not following up. Service calls are helpful to our clients, they may appreciate the reminder that they need to finalize their travel plans. Try to prearrange a time to contact them so that they are expecting your call.
 

Step 6 – Follow Up

Did the consultant make a follow up call within 3 business days?
You should be getting back to your clients within 3 working days, excluding weekends. A large percentage of our clients do get more than one quote; make yourself stand out from your competition by doing a service call. 
Your follow up needs to give them all the information they need to contact you. In your message tell them which agency you have called from, your name, your store, your location, what they had asked about, your return telephone number and why they should book with you. 
Remember your customers may have rang on the 0860 number or found your details in the Yellow Pages, they may have rang 12 other agents, this your last chance to make sure you are the one that they book with.
Finally a service call is a great chance to get valuable feedback on our service! It is an opportunity to learn about what you are doing right and areas you can improve on, to find out why the customer did not feed able to book the first time. By doing a follow up you are also giving yourself the opportunity to salvage a sale if you have made a mistake during the initial.