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Virtual Selling (Tele Sales)

Training Objectives

Learn -

About the Pre Call research for any lead
The basic flow of the lead cycle
The Importance and Art of the FIRST CALL
Questions to ask the customers
Art of Follow-up over call
Proposing a Closure
Post Sales Involvement

Basic Telephonic Hygiene

Do you

Become loud when angry or upset
Speak faster when nervous
Speak slowly when tired or bored

If you do the above, you might never be able to convert a phone call into a prospect.

REMEMBER TO ALWAYS -

Have a cheerful voice
Your tone of voice is warm and understanding
Control your tone in most situations
Have a clear and easy-to-hear voice
Speak in a very formal or very trendy manner

Think about how you might modify your voice in certain situations

MOST IMPORTANTLY - SMILE

It can be easily heard over a phone call

1. Pre Call Activities

1. Client research Clients usually do their research about the company they are dealing with. What if you can also know a bit about them, before talking to them? It gives you an upper hand in the conversation and gives you a bit of idea about the person, like -

Search engines can give a face to the voice
Social Media might throw light on their travel history.
If nothing else, check the product they inquired about and go to Point 2.

2. Destination/ product research

Read about the destination they inquired about
Any Destination updates
Ongoing product offers
No matter how much you know about the destination, a refresher doesn't harm.

3. Have Notepad and Pen/pencil ready to take notes or messages

4. Finish any food/drink you may have in your hand. - the eating sound is heard over call

5. LAST but SUPER IMPORTANT Take a deep breath and SMILE!

2. The First Call

“First impressions count and will affect the interaction. People make judgments in the first 30 seconds.”

So let's Break these 30 Seconds -

FIRST 15 SECONDS

1. Your introduction -

Hello, I am from
Hello my name is from

2. Client name confirmation

Am I speaking with

3. Purpose of call

Thank you for the confirmation, I am calling regarding a holiday/ travel request you posted on <website/ portal/ vendor site>

4. Seek time to talk

Is it a good time to discuss your travel plans?

If the client says yes, please continue to the next section.

If not - take a date and time from them.

Try to fix a telephonic appointment.
Do not leave the time slot open-ended like - Later/ after lunch, etc.

Next 4-5 minutes Or more

Ask for details of the travel Plan	Refer to the next slide for more information
Give recommendations	Be a travel advisor and make suggestions. It shows that you are professional and knowledgeable.
When will you send a quote?	Give a certain timeframe about sharing a quote. Make sure to send a mail within that time. The client will subconsciously note your commitment
Collect follow-up time	Take a date and time from them. Try to fix a telephonic appointment. Do not leave the time slot open-ended like - Later/ tomorrow, after lunch, etc.

Details for First Call

Travel Plan	Dates Locations to cover	Locations will help you give the right itinerary
Passengers	Number of people Relationship Kids/ Sr. Citizens	Are they traveling with Spouse, parents, friends OR are they seeking a package for someone else as a gift or coordination?
Purpose/ Occasion	Honeymoon Anniversary Birthday Kids' Vacation	Keep the dates in your repository for future reference. Suggest activities based on the purpose/ Occasion. Also, helps you understand who might be the final deciding authority
What kind of vacation they like	Luxury Adventure Nature Nightlife Culture/ history	These help you choose the right kinds of activities to be added to a plan. Check whether they want their plan to be packed or relaxed.
BUDGET	Kind of hotel Any figure in mind Recommend an approx. budget	Use these different ways to understand the budget of the client. Save your client the surprise of a package beyond their reach

Points to Remember

REMEMBER -

1. LISTEN - Concentrate and carefully listen to everything. Customers usually tell enough about their packages

2. If they’re explaining something use acknowledgment words to show you’re listening (umm, yes …)

3. Make the call about THEM. Not about your product

3. Quotation Stage

Send the quotation as per the customer's requirements. Take care of -

Hotel or flight preference
Cities or inclusions they suggested
The occasion of the trip
Budget decided.

DO NOT send a pre-defined package which is not matching the requirements.

Send the Quote on the time frame you suggested over call -

Do not over commit, think of the time practically
Be Punctual
if you are getting late for any reason, revise the time over SMS.

The E-mail should be Clean

Read E-mail Etiquettes Course.
Use Quotation building tool of TBO - Ask your TBO Account

Always send 2 options.

Mention the time, when you will call back for follow-Up

Follow Up and Follow Up

As humans, we do have a tendency of giving up too soon or just forgetting because there is a lot of other work.

Always remember -

No client is ever small

One bad experience can ruin many more customers linked to her/him.

No package is ever small

We love to chase the big transactions, but they are difficult and time-consuming. Many a time, the client will not even close. You will end up wasting time and end up with ZERO REVENUE. The small fishes help a seller sail in such time.

Not all clients are always ignoring you

Some can be genuinely busy for longer hours - business, family, kids, or anything. So, do not judge.

Appointment always works

When you decide a time to call back, the client remembers the same subconsciously and more often than not, will take your call.

5. Propose a Closure

Depending upon the client to propose a closure is a dream come true. But dreams do not always come true.

The biggest sales leaders across the world suggest -

ALWAYS BE CLOSING

This means - keep looking out for the buying signals, and spaces where you can propose a closure.

Hence, as a seller, you need to take the charge and make the environment for closure.

Buying Signals

Customers display some buying signals, which basically mean that they are about to make a decision.

Here are some of the signals you can look for -

Talking about Price/ discount/ offer
Taking about payment methods
Asking more and more details
Bringing co-traveler on board for discussion
Discussing after-sales Services
Talking about alternate quotes from competitors
Any positive Surprise tones

If you notice any of the above, you might want to grab the opportunity as suited in the environment and propose to close.

Handle Objections

1. Ask about it – why are they not proceeding

May I ask what is it that is stopping you to take a decision on this package?

2. Get a rating for how likely are they to go-ahead.

On a scale of 1 to 10, how likely are you to go ahead with the package I proposed to you?
May I know what can we do to raise this rating form 6 to 10? OR
May I understand what is holding you from giving the additional 4 Points?

3. Handle them – PROVIDE SOLUTION

Whatever you learn in points 1 and 2, handle the objections - whether price, or hotel, or dates. Handle at the best of your capacity.
Then ask - Now that I have solved these concerns, can we go ahead?

Create Urgency

It is a normal human behavior with most people, that they delay a purchase to wait for a better option/ offer to come along. The delays will be harmful to you as you will not be able to invest enough time in other leads.

Hence, you need to create urgency with the agent to want to purchase faster. Try below

Offer Validity

the available discount is valid till...
the offer with the hotel is expiring on...

Buy now – get another advantage

Add additional benefits to the package

A festival at destination or home

if there is a festival at the destination, during the time that the customer is traveling, use it to your advantage.

Exchange rate/ flight price

the more you delay, flight prices will fluctuate.
I can hold this rate for you only till.... as the currency is fluctuating.

6. The First Installment

One of the best feelings when the customer is ready to make the payment, or better - if s/he has paid.

REMEMBER -

You are the face/ voice to whom the client paid their money
You are the face/voice of the organization for them
They call you post-sale, you cannot refuse to answer.

7. Post Sales

As discussed in the previous slide, your responsibility does not end at the first payment. You are sill the face/voice of you company, as far as your client is concerned

Be Available for the client – ALWAYS

Never say no to picking up their calls
Do not pass around their calls for any issues after the sales

Pro-actively handle any issues

It might not even be your area of concern, but you can always check with the right person about the issue, as you are in the same office.
take ownership with the client and tell them that you will ensure that this is handled.

Keep Birthday/ Anniversary in list

Awesome way to reconnect in future.
People might not take calls from Salespeople, but you can be friendly with them
Suggest a trip for that occasion

Seek references

If their friends/ relatives have any upcoming travel planned.

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