TIPS FOR TURNING TIRE KICKERS INTO

GUEST

INDUSTRY CASE STUDYCase Study: 100 Vacation Rental Management Companies were contacted via phone and email.

Scenario: The guest needed a vacation rental for 5 adults and 2 children. Two married couples (brother and sister) with their kids that have grandma in tow. The guest needed a 7 day stay in January of 2014. Contacts were made during peak hours.

Result: Lost business.

CASE STUDY STATS

37% - didn’t answer.+ 37% - didn’t engage.+ 14% - didn’t invoke trust.+ 5% - didn’t ask for the sell.

= 7% - left to book

7 %

93 % of the time, the guest CALLED SOMEONE ELSE

CASE STUDY BREAKDOWN37% didn’t answer:

• Hours of Operation do not meet guest needs • Seasonal

• Improperly staffed 37% didn’t engage:

• Sent guest to website • Gathered guest information in order to provide email options• Call us back when you’re ready

14% didn’t invoke trust:• Lack of Sales Skill Set• No follow up • Didn’t get the guest excited

5% didn’t ask for the sell:• Agent didn’t ask to book • Wanted to generate a “lead”

CHANGING TO A TRANSACTIONAL MINDSET.

LEAD GENERATION• Incoming

inquiry• Qualification• Send guest info• Generate lead

• Follow up• Wait for guest

TRANSACTIONAL• Incoming

inquiry• Qualification• Engage guest• Offer options• Ask for business• Confirm booking

AVERAGE TIME TO CONVERT A BOOKING IS 9

DAYS

AVERAGE TIME TO CONVERT A BOOKING IS 1

DAY

THE FACE OF THE BRAND

The phone is often the first and only contact point for guests, and the call agents serve as the face of your brand.

Your agent sets the tone for the level of customer service you provide as a whole.

THE RIPPLE EFFECT

Positive Actions Drive Positive Responses

Every positive interaction a guest has with a company can breed brand loyalty and evangelism. This means that the actions of well-trained agents can have ripple effects on a guest’s lifetime value and brand awareness in the marketplace.

BE COURTEOUS

• Agents should always be courteous to callers.

• This includes asking callers how they prefer to be addressed, making every effort to pronounce their name correctly and use their name throughout the conversation.

• Talk with a smile

• Speak clearly and avoid interrupting the caller

• Create an atmosphere of respect and professionalism.

BE PROFESSIONAL• Agents are the face of the company

• Maintain professionalism throughout conversations

• This requires quality assurance and monitoring practices

• All conversations should be in line with corporate values and goals

BE RESPECTFUL

• Every customer should be treated with respect

• Agents should attempt to sympathize with the callers concerns and respond with compassion

• Listen to the caller’s needs and make every effort to accommodate them

BE HONEST• Agents should always be honest with their

customers

• This includes guessing or making up an answer

• If the customers' problem is beyond the agent’s competence level, then they should politely explain that they will transfer the customer to someone who can better address their needs.

BE CONFIDENT

• Confidence is critical for any productive interaction

• Empower your agents with information and authority to handle difficult situations

• This will instill confidence and lead to more effective customer service

BE INTERESTED

• Agents must take a genuine interest in the guest’s question or concerns

• Ask personal questions and attempt to make a personal connection

BE FLEXIBLE

• Always be flexible and welcome the change and always keep the guest informed

• Offer alternatives to the guest. Plant seeds of other possibilities

• If you can’t accommodate can you make a recommendation

BE AGGRESSIVE (POLITELY OF COURSE)

Agents should not be afraid to ask for the sale• Give only two options. Too many choices, guest

second guess themselves• Create urgency• Answer objections • Once you are in the “Close Zone” don’t leave!!!• Be realistically confident (ask “yes” questions)• Shut up and listen (they will fill the silence)

THANK YOU

RealVoiceJodi Cleer

Jodi.Cleer@realvoice.com210-744-1217

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