855-ELITE TA (354-8382) support@EliteTravelTAP.com

General Booking Instructions

You may book travel any way you would like including phone, vendor’s website, 3rd party aggregators, consolidators, and through AirPRO Prime, CruisePro and PinSIGHT available at agentuniverse.com

How to Sell a Vacation.

  • Building Relationship with Your Clients

    • Right from the beginning, it is important that you begin building a rapport with your client. People like to be listened to and to buy from people that they like. Remember, you’re not an order taker. You are a professional providing expert advise and valuable services in a friendly, efficient, and effective way.

    • Communication is your most valuable skill. Here are some valuable tips for communicating with your clients:

      • Speak clearly and evenly. Talking too fast is as bad as talking too slow.

      • Travel jargon and acronyms such as “t.b.a.” and “run of ship” should be used with other travel professionals, rather than with clients.

      • Be sure to understand your client’s questions and answer them completely. Let the client finish their sentence or question.

      • Avoid negativity completely. Avoid negative words and negative emotions such as disappointment.

      • Be positive and upbeat. Get your client excited about their vacation by being excited about their vacation.

      • Lead the conversation by using questions.

      • Use your client’s name often in the conversation. People like to hear their name and listen better when they hear it.

      • Treat every customer like your best customer and never be rushed.

  • Understand You Clients by Qualifying Them

    • The single most important step in creating an happy, satisfied client is qualifying them. We’ve provided a client travel questionnaire​​ that should be very helpful in qualifying your client. It's important to understand the needs and wants of your clients before you start to do your research. It is far easier to sell something to a client that fits their needs and wants than it is to sell something that almost suits them. A travel professional understands the needs of their clients and that satisfying those needs will build a base of happy clients.

    • Maintain the information that you gain from your clients in a central place. We​​ require​​ using​​ our​​  eTAPcrm​​ because of its ease of use and its ability to export data for you to use in marketing​​ (recommend upgrading to the Advanced Plan for this). You can keep all kinds of important information in this system including passenger names, birth dates, citizenship, travel preferences, past passenger numbers, addresses, email addresses, alternate phone numbers, and much more.​​ We require that you ​​ use this for recording your commissions and we pay for the Basic Plan. ​​ We recommend creating each client as a lead in eTAPcrm​​ so that you can keep notes, automate communications, and use the client data for marketing

    • You should, when possible, have a product on hold prior to quoting the client.  Where not possible to hold a reservation, make sure your client is made aware of the fact that the pricing may change until it is deposited or paid for.

  • Obtaining Pricing and Pertinent Information from Vendor.

    • At this point in the sales cycle, you need to get the information your client needs. This means that you will want to use AgentUniverse, or any of the suppliers on our list or ones you've worked with before to get the information you need. You can phone their reservation or sales desk or go to their travel agent dedicated website if they have one. ​​ For more information on phone numbers, vendors, and agent sites, please go to our​​ Suppliers Page and click on the vendor’s category from one of the boxes on the page or from the drop down under Suppliers in the left column.  When phoning a vendor, you will need to give the reservation agent the credential information indicated on that vendor’s supplier page in addition to your full name, OUR agency name (lite Travel Concierge), and, sometimes, our phone number (561-447-8869).

    • Regardless of vendor type, when researching pricing for promotions you may have seen advertised, you’ll need to have the specific promotional code listed in the advertisement. If you have any questions as to options for finding the best rates, don’t hesitate to contact us emailing our Support Desk at​​ support@elitetraveltap.com.

    • Be sure that you get a complete pricing breakdown and record all of the details including price, port changes, government taxes, airfare, airfare taxes, insurance, excursions, tours, and pre- and post- add-ons. If you called the vendor or used their agent-only site, make sure to write down all of this information and keep a copy of the vendor confirmation.

      • Remember, prices and availability change constantly. Be sure to place a hold on any product you intend to quote to a client to avoid problems when you call the vendor to apply payment for the client.

  • Make Recommendations

    • Once you have properly qualified the client and done thorough research into pricing, amenities, and so on, a couple of possibilities should emerge as those best suited to your client’s needs

      • Remember, prices and availability change constantly. Be sure to place a hold on any product you intend to quote to a client to​​ avoid problems when you call the vendor to apply payment for the client.

      • Remember that you only want to give your client your best two or three recommendations so as to avoid confusing them, diluting your recommendation, and making closing the sale harder than it needs to be.

    • Once you have identified those products best suited to your client’s needs, it is time to make a recommendation using the following tips:

      • Reconnect with the client. Be sure to call the client by name.

      • Go over all of the key facts without going into minute details.

      • Get you client in the habit of agreeing with you by asking yes/no questions to which the answer is obviously “yes” and which demonstrate the value of the product you are recommending. This will help avoid client objections.

      • Be excited about what you are telling them. Enthusiasm is contagious.

      • Create a sense of urgency. Emphasize limited availability. Impress upon them that the prices you have won’t last long. Stress how this is the very best answer to their needs.  This is not pressuring them.  You are simply conveying the truth about the nature of travel…there’s limited inventory and prices go up.

      • Give them a sense of owning their vacation by using positive phrases like “Your cabin in on the Main Deck” and “Your room overlooks the ocean.”

      • Be descriptive. Use phrases that entice. Talk about the feature of their vacation in an exciting way. Tell them about “the fresh sea air,” “the lavish midnight buffet,” “treating yourself to a day at the spa,” “the world renown beaches,” “the pulsing night life,” and any other remarkable features of the product you’re recommending to them.

  • Close the Sale

    • When you’ve done a wonderful job opening, qualifying, and recommending a vacation, you don’t want to lose the sale because you didn’t ask for it. You don’t want all of your hard work to go down the drain. And, you don’t want the client to miss out on a great trip that they would have really enjoyed. While we never recommend using the “hard sell” approach, we do urge you to ask for the sale. Once you see signs that the client is ready to buy, use a phrase such as “Do you prefer to put that on your Visa or Mastercard?” to ask for the sale. Avoid using “yes or no” questions.

    • Tips for Closing the Sale

      • Expect to make the sale since you’ve done the work to find a product that the client really wants.

      • Have a confident and slightly authoritative tone in your voice.

      • Be simple in your approach when you ask for payment.

      • Listen to your client. Don’t talk yourself out of the sale by not listening.

      • Remember that you have nothing to lose, and everything to gain, by asking for the sale.

      • Be prepared for objections and don’t be afraid to ask for the sale again once you’ve overcome them.

    • Overcome the 5 Reasons Client’s Don’t Buy

      • Wrong Vendor

      • Wrong Product

      • Wrong Price

      • Wrong Sales Approach

      • Client was never asked for the sale

  • Dealing with Objections

    • Remember that an objection isn’t a rejection. It’s just a client’s way of letting you know that they need more information before their ready​​ to make a buying decision. So, more often than not, it’s easy to use the objection to help close the sale.

    • There are many different type of objections but, most can be attributed to not completely qualifying the client. So, probe the objection. Completely understand it so that you can overcome it.

      • Objections can be used to your advantage since you’re getting valuable information about what your client really wants and values.

    • Once all other objections about the trip itself have been overcome, the final objection may be price. Here are a few tips for overcoming this objection:

      • Make sure that you are comparing apples to apples. You’re client may think they have a better price from a competitor but, in fact, may have been quoted a different category, date, or package than you did.

      • Concentrate on selling value instead of price. Stress the value of your services, the value of the product, and features of both.

      • If you feel that a competitor is actually beating you on the same product, please use our​​ Support Desk​​ or contact our Vendor Sales & Support Manager​​ to get our help asap.  You should almost never be beaten by a competitor.

    • Remember to go the extra mile for your clients and not get frustrated because the client is being difficult. Just smother them with kindness, meet their needs, and exceed their expectations. You’ll have a loyal client that will appreciate you, recommend you, and buy from you.

How to Process a Vacation.

  • Create a client profile in in eTAPcrm.

  • Call the vendor and put a hold on the specific travel package requested by client.

    • Be sure to confirm all information and options such as successful application of payment, spelling of names, ship/property, sailing/travel date, cabin, category/rrom type, dining times, bed arrangements, special requests, etc.

  • Before calling in payment, go over Quality Assurance Checklist with the client.

  • Get credit card information from client.

    • Be sure to get the credit card number, type, ccv from the back of the card, the billing address, and the name as it appears on the card.

  • Call vendor or use vendor’s website to apply payment.

    • Be sure to reconfirm all information pertaining to the booking including spelling of names, ship/property, sailing/travel date, cabin, category/room type, dining times, bed arrangements, special requests, etc.

    • Obtain vendor confirmation if available from their website.

  • Submit the booking/trip using eTAPcrm within 48 hours of making the booking.  Failure to do so may result in a $25 fee​​ if we hav to research who a booking belongs to. ​​ Elite Travel​​ needs to know about the booking immediately in case we are contacted by the vendor with a problem.

  • Update your records regarding payments, etc. in eTAPcrm, invoice the client and provide client with related vendor documents.  This is for your records only.

How to Cancel a Vacation.

  • Confirm cancellation with client and advise them of any penalties, administrative fees, and insurance coverage associated with the cancellation.  Obtain written acknowledgement from client if possible.

  • Call vendor(s) and cancel the booking per the client’s request.

  • Update your records regarding payments and the like in eTAPcrm.  This is for your records only.

  • Send written confirmation and related documents to client.

  • Confirm cancellation with client and advise them of any penalties, administrative fees, and insurance coverage associated with the cancellation.  Obtain written acknowledgement from client if possible.

  • Call vendor(s) and cancel the booking per the client’s request.

  • Update your records regarding payments and the like in eTAPcrm.  This is for your records only.

  • Send written confirmation and related documents to client.

*Important:  You​​ should​​ verify all air itineraries, changes, and cancellations at checkmytrip.com. ​​ (Can download the app and sign up for FREE). ​​ When you register use your business email address so that you can send​​ confirmations to checkmytrip.com directly and all the travel information will be in one place.

REMEMBER:  You must forward both the invoice created by eTAPcrm and the client version of the vendors invoice to the client immediately upon receipt as these documents contain critically important information and disclosures.

CURRENCY:  All transactions must be made in USD.

 

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