Hi,
Agent

Booking 101

Let’s learn the basics for how we get trips BOOKED!

Please watch this first >>>>

Whether you've been doing this for awhile or you are a brand new travel advisor, the way we do things 'round here (said in my best Texan drawl) is unique... and it's rooted in a deep tech / sales background.

When I set out to completely reimagine the leisure travel experience, it started with the best way to get a trip in front of you....the travel expert! And part of that process means there are multiple routes to getting someone's trip idea into your hands. This video will talk about our sales funnels and some of the best practices for following with someone (and when).

Thank you for watching and sticking to our process. Reimagining leisure travel and trying to bring this industry out of 1993 starts with you! I'm grateful for you being here and always around if you get stuck!
-Ben

Don't do this!

Send a proposal back via SORS and call it a day.
You MUST send some personal contact ASAP via text/imessage/whatsapp and preferably an email.
Wait more than 1 hour to respond!
‍If you have not responded within 24 hours of a new assignment, it will be transferred to someone else.
Lose a sale because of technical probs.
Seriously it's ok if it doesn't go through SORS at first... we can add it later, just get it booked!
Send a 400 word email (or text!).
Nobody wants to read all that, it'll make this seem like work and your guest's eyes will glaze over.

Do this!

Send a text to the guest and call within 1 hour of receiving the initial email. Reply back on the email thread as well.
Follow up within 24 hours
After you send a proposal to your guest, feel free to followup at 24 hours. And at 36, give them a call.
Use Travel Rewards to lock it in.
Talk about them lots and offer extra if you need to. It's ok to offer more than suggested to get the deal!
Think like a 5th grader.
Vacations are emotional and stressful. Speak plainly and on a level everyone easily understands.

Interaction examples

These are the basic chats you will probably have with guests and how to answer to them.

Initial Text Followups

My go to example of what I send after getting a request

Hi Jorge! This is Ben from Famvia Travel. I am working on your quote right now and wanted to say hello 👋

Please let me know when you have a few minutes to chat this afternoon so I can get you a few different proposals to review!

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An alternative opening text

Hey Shannon! This is Ben from Famvia Travel. Just wanted to say hello 👋

I have a quick question about the trip and just wanted to run an idea by you. Do you have 5 min to chat real quick?

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Another option for an opening

MELISSA! This is Ben from Famvia Travel. I am working on your quote right now and wanted to say hello 👋

Btw, I think I can get you at least $50 in free onboard credit 😊! Do you have 10 min to go over the details?

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Initial Email Followups

Always reply to the initial email you're CC'd on with the guest to let them know you're a real human too
Thanks for reaching out! Looping in my top DCL advisor, Karen. She will take amazing care of your family's vacation!
- Ben

Thanks Ben! Hey Bob - just sent you a text from 817-271-0906. Talk soon (or we can chat here if you want - happy to help either way)

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When You're Getting Ghosted

Use a teaser to get them back
I'll take a look. Thanks.

Looks like the price on the stateroom is going up this week. Can I put the reservation on hold to get the best price right now? Of course you'll get our free travel rewards too!

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Another idea to get someone re-engaged
I'll take a look. Thanks.

Hey! It's been a couple days, my boss just started a contest for Disney Cruise Line and if I can get the reservation on hold then I can give out an extra $25 in onboard credit!

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Maybe bring in your team leader
I'll take a look. Thanks.

Hey! Just wanted to check and see what I can do to get this trip booked for you?

My team leader has been doing Sandals longer than I have, so she can help answer any questions too!

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How this probably plays out in real life

87% of my texts look like this

Hi Mandy! This is Ben from Famvia Travel. I am working on your quote right now and wanted to say hello 👋

Please let me know when you have a few minutes to chat this afternoon so I can get you a few different proposals to review!

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Because I sent it within 5 minutes of getting the quote...
Hey! nice to meet u, I am free now

(loves message / thumbs up)

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15 Min Rule in play :)
Excited to take this cruise!

Me too! Thanks for letting me help you with this... I'll shoot you a text as soon as I submit the proposals (and tell you how much free $ I can get you lol)

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15 Min Rule in play :)
Can we change to XYZ and on ABC dates instead?

Yeah for sure, can you hop on the phone now and I'll make those changes so I can book it at the same time? Or at least put the courtesy hold on it so we don't lose the price

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