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Have you optimized your phone technique?
Although many website leads start online - most are closed offline. Probably the most overlooked element of getting the highest ROI (Return on Investment) from an e-commerce campaign is a cruise specialist's inbound an outbound phone technique.
Inbound Technique
If you're answering the phone with a simple "Hello", you're missing the boat. When it comes to inbound phone calls - something more like "Thanks for calling XYZ Corp, this is Mike - how can I help you" is much more appropriate. A simple "Hello" doesn't make people confident that you're the right person to do business with, while the longer greeting I suggested does. Take the extra time and convey an image of a company that is focused on quality.
My wife knows, nothing makes me more ticked off than a waiter taking my order and not writing things down. In fact I've even been known to offer a waiter a paper and pen with the suggestion that this may save their tip and make me happier if they write this down. Most cruise clients feel the same way - they just never come out and say so. They just don't do business with people who don't give them the feeling that you're getting all of the data needed to save them the most money.
So when the client is telling you what they are looking for, collect data in a structured way & ask the important questions others don't ask. When you're done always recap the data you collected. A good way to collect data is to use a "Lead Sheet" similar to what we provide in our Sales Manuals. This will insure you ask those important questions - like Cruise Lines previously sailed, if the clients will be meeting friends onboard (in another cabin) and if anyone 55 or older is sailing. Not only does asking these questions insure that you'll have the data to provide the best quote, it also insures you'll find additional selling opportunities if they exist. Not only will you win business, you'll get the rewards many pen less waiters never get - happy clients, repeat business and referrals.
Outbound Technique
Let's start with the cardinal rule of outbound calls- don't ever leave a phone message with a price without first speaking with someone. It's a waste of your time and effort - and gives the client the opportunity to play "can you beat this" by giving your quote to every other agent that speaks with them live during the shopping process. You need to build a relationship to win business - and this isn't possible through a single phone message. If you're talking to an answering machine, your call objective isn't to sell a cruise- it is to sound friendly and to entice them into returning your call.
When actually speaking to someone whom you haven't spoken with in the past, make sure that you state the purpose of your call - and reference their online request. Second, take the time to introduce yourself and your business. This simple step can make the difference between someone wanting to do business with you over your competition. Quite simply if they like you - they will tell you why they are about to do business with a competitor - giving you the opportunity to overcome the objection.
Next, REQUALIFY the client, and review your lead info with them. You would be amazed how often a client may request one thing online and want something different when you talk to them. Third - get pricing online and quote live whenever possible. If you need to call right back - ask if they would like you to call back the same number or if they would like you to call them on their cell phone. This gives them permission to leave their home phone (and computer) and to get on with the other things they'd rather be doing. It shows you respect their time - and it will often stop them from continuing the shopping process (at their computer or home phone).
In Conclusion
It's simple, but a big part of selling is gaining some one's confidence. Nothing ensures confidence more than good communication skills - hone these skills and you'll reap the benefits for years to come.
Inbound Technique
If you're answering the phone with a simple "Hello", you're missing the boat. When it comes to inbound phone calls - something more like "Thanks for calling XYZ Corp, this is Mike - how can I help you" is much more appropriate. A simple "Hello" doesn't make people confident that you're the right person to do business with, while the longer greeting I suggested does. Take the extra time and convey an image of a company that is focused on quality.
My wife knows, nothing makes me more ticked off than a waiter taking my order and not writing things down. In fact I've even been known to offer a waiter a paper and pen with the suggestion that this may save their tip and make me happier if they write this down. Most cruise clients feel the same way - they just never come out and say so. They just don't do business with people who don't give them the feeling that you're getting all of the data needed to save them the most money.
So when the client is telling you what they are looking for, collect data in a structured way & ask the important questions others don't ask. When you're done always recap the data you collected. A good way to collect data is to use a "Lead Sheet" similar to what we provide in our Sales Manuals. This will insure you ask those important questions - like Cruise Lines previously sailed, if the clients will be meeting friends onboard (in another cabin) and if anyone 55 or older is sailing. Not only does asking these questions insure that you'll have the data to provide the best quote, it also insures you'll find additional selling opportunities if they exist. Not only will you win business, you'll get the rewards many pen less waiters never get - happy clients, repeat business and referrals.
Outbound Technique
Let's start with the cardinal rule of outbound calls- don't ever leave a phone message with a price without first speaking with someone. It's a waste of your time and effort - and gives the client the opportunity to play "can you beat this" by giving your quote to every other agent that speaks with them live during the shopping process. You need to build a relationship to win business - and this isn't possible through a single phone message. If you're talking to an answering machine, your call objective isn't to sell a cruise- it is to sound friendly and to entice them into returning your call.
When actually speaking to someone whom you haven't spoken with in the past, make sure that you state the purpose of your call - and reference their online request. Second, take the time to introduce yourself and your business. This simple step can make the difference between someone wanting to do business with you over your competition. Quite simply if they like you - they will tell you why they are about to do business with a competitor - giving you the opportunity to overcome the objection.
Next, REQUALIFY the client, and review your lead info with them. You would be amazed how often a client may request one thing online and want something different when you talk to them. Third - get pricing online and quote live whenever possible. If you need to call right back - ask if they would like you to call back the same number or if they would like you to call them on their cell phone. This gives them permission to leave their home phone (and computer) and to get on with the other things they'd rather be doing. It shows you respect their time - and it will often stop them from continuing the shopping process (at their computer or home phone).
In Conclusion
It's simple, but a big part of selling is gaining some one's confidence. Nothing ensures confidence more than good communication skills - hone these skills and you'll reap the benefits for years to come.
More About Blog Promotion
Another few great promotional resouces to consider:
- BlogUpper - Free Directory for Travel Blogs http://www.blogupper.com/dir/travel.html
- BlogShowoff - Free Directory http://www.blogshowoff.com/category.aspx?cat=18
- Technorati - Let This directory know you're alive : http://technorati.com/ping
- Feedburner - Check them out at : http://www.feedburner.com/fb/a/advertising
- Buzzfuse - http://www.buzzfuse.com/intro/choose#
- Zimbio - http://www.zimbio.com/company/bloggers
Promoting a Blog?
Are you pomoting a blog?
Is your blog :
How you ask? Check out Blog Burst. If they like your blog, you can appear on a network of websites that's very impressive. Best of all it's FREE :
http://www.blogburst.com/blogger/join.html
Is your blog :
- Are you posting at least weekly?
- Family-friendly language and content
- Does your blog have a distinct, intelligent writing style
How you ask? Check out Blog Burst. If they like your blog, you can appear on a network of websites that's very impressive. Best of all it's FREE :
http://www.blogburst.com/blogger/join.html
Are you Master of Your Domain? Stay In Control.
If you own a domain name, your number one job is to be sure you stay the owner of that name. Sound simplistic? Maybe not. Further complicating life is the fact that Domain Renewal notices often end up in your Email Spam folder. Unfortunately, far too many business people don't buy domain names for multiple years, and domain squatters are frequently circling like hungry piranas, grabbing these newly promoted domains within moments of expiration.
The net result is that you as the business person who promoted the new domain name lose the name to a someone else. This is a huge loss of time, money and marketing effort ! Worse yet, you'll need to find a new name.
Here are some tips to make sure you don't lose a domain name.
The net result is that you as the business person who promoted the new domain name lose the name to a someone else. This is a huge loss of time, money and marketing effort ! Worse yet, you'll need to find a new name.
Here are some tips to make sure you don't lose a domain name.
- Renew heavily promoted domains 5-10 years at a time. At under $10 a year the cost is very reasonable.
- Always renew Domains Manually at least 1 year in advance (Put it on your calendar - perhaps Jan 2 every year).
- Enter a Credit Card and Set Up Auto-Renewal Features in you Domain Control Pannel.
- Set up a calendar reminder (set the month your Credit Card Expires) to remind you to change your credit card on file with your Domain Service when the card expires !
An additional saftey key is to "lock" your domain name to prevent others from changing your contact info without your authorization (NameCheap, GoDaddy and most others do this by default). Together, these steps should insure that your business's lifeblood isn't lost because of a change of domain name.
Geography is Key...
Ok, you've probably heard this before, but in the travel business Geography is Key. Your ability to sell a destination is limited if you don't know the geography. Below find some links to some fun and challenging ways to test your geography skills :
 Geography Game: Europe How well do you know the countries of Europe. Test your knowledge here.... play game |
 Geography Game: South America How well do you know the countries of South America. Test your knowledge here.... play game |
 Geography Game: Central America How well do you know the provinces of Central America. Test your knowledge here.... play game |
 Geography Game: USA Do you know all the states of the United States? Try this game and see.... play game |
 Geography Game: Canada How well do you know the provinces of Canada. Test your knowledge here.... play game |
Who's In Charge in a Web 2.0 World?
Ask yourself this - "Who's in charge of my business?"
Today, the answer is The CLIENT. Here's a link to a recent conversation that really highlights how much the consumer influences others - and how the web has really changed the way business works.
Gone is the world of B to C (business to consumer) marketing. Web 2.0 is the era of C to C (consumer to consumer), where the business that's the most consumer friendly wins !
Today, the answer is The CLIENT. Here's a link to a recent conversation that really highlights how much the consumer influences others - and how the web has really changed the way business works.
Gone is the world of B to C (business to consumer) marketing. Web 2.0 is the era of C to C (consumer to consumer), where the business that's the most consumer friendly wins !
Travelogs Take You There
At our National Conference we discussed using a blog to document your trips and travels as you're cruising. Here's a real world example :
http://www.cruisingwithamyanddebbie.blogspot.com/
CruiseOne's Debbie Rosenthal & Amy Slovis have done a great job of really sharing their travels with the readers of their blog. I'm willing to bet after reading this blog many of you will want to go on a river cruise. Beyond just sharing destination info - it really shares the experiences they had on their journey. If you're not already blogging - do so and share the experience with others via your blog.
http://www.cruisingwithamyanddebbie.blogspot.com/
CruiseOne's Debbie Rosenthal & Amy Slovis have done a great job of really sharing their travels with the readers of their blog. I'm willing to bet after reading this blog many of you will want to go on a river cruise. Beyond just sharing destination info - it really shares the experiences they had on their journey. If you're not already blogging - do so and share the experience with others via your blog.
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