6迹象表明新客户可能是轮胎踢脚器
byDori Saltzman/对业务增长感兴趣的旅行社需要新客户。但是,并非所有准客户都值得您花时间。有些前景无意与您计划旅行。其他人只希望您找到岩石最低的价格,并与他们提供最低价格的人一起去。
知道如何识别这些所谓的“轮胎踢脚者”可以节省大量的时间和挫败感,从而使您有更多时间与真正欣赏您的专业知识和服务的客户合作。
1.不会谈论预算/不切实际的预算
“当您问他们是否有预算,他们对我说没有预算时,”那时候,Lianabelle Pinero是Nautical Dreams Travel的所有者,他是一名独立的Cruises&Tours Unlimited的独立特工,她说她开始看到警告信号。
With few exceptions, most vacationers have a budget in mind when they start planning travel. Those that say they have no budget or won't reveal their budget during an initial conversation may not actually be ready to commit to making a purchase. Or they may have such unrealistic expectations that an advisor can waste time putting together proposals they're never going to consider.
Pinero isn't alone.
“如果客户不愿意提供预算,我总是谨慎行事,”总部位于亚特兰大的Cruise Planners专营权的所有者Carla Woolstrum说。“如果他们不牢记数字,通常意味着他们对旅行将要花多少钱有不切实际的期望。”
签名会员机构惠特拉威(Whirlaway Travel)总裁杰米·琼斯(Jamie Jones)表示同意,他说,没有预算或不切实际的预算是她新客户将要浪费时间的两个顶级危险信号。
但是,Woolstrum补充说,尽管“没有预算”是一个危险信号,但不必立即自动取消资格。
“您偶尔会得到一个确实有无限预算的人。”
Woolstrum说,她会发送两个初步报价,一个在非常高端的报价中,另一个是温和的,看看她得到了什么反应,但她补充说,她不会花费超过一个小时的时间,直到她从客户那里得到更好的感觉。
2.重点是价格
On the flip side, a potential client who is only focused on price has a high probability of being a tire kicker.
"There are many ways to run a travel business," said Jesse Morris, owner of We Book Travel, LLC, an independent agency in the Avoya Network. "For me, I do not compete on price… If the sole deciding factor is money now, it will be later and I am not getting a long term client who values service and relationships… not the client I want and not worth my time."
表明客户只专注于价格的单词和短语包括与“交易”或“最佳价格”有关的任何内容。
"If the conversation starts with "What kind of deals can you offer me?' I immediately assume the caller is price shopping and does not appreciate the service a travel advisor provides," said Woolstrum. "I have found that these clients tent to take up a lot of time asking for multiple quotes and then generally end up deciding they can get 'a better deal' online."
更糟糕?如果有人使用廉价一词,那么山城旅行的所有者黛安·曼森(Diane Manson)是Uniglobe Enterprise的山城旅行者,称为“明亮的危险信号”。
同样,如果有人说他们在网上找到了价格并要求您匹配它,那是一个危险信号,Rhonda Day是一家位于肯塔基州Dream Vacations Pressise系列的Rhonda Day。她补充说:“那个人只是在寻找岩石最低价格,不会珍视TA提供的产品。”
琼斯说,其他表明潜在客户可能集中价格的迹象是,如果他们需要所有一切的价格分解,琼斯说。“我们特别提出了这个问题:他们需要定价分解吗?如果是这样,这对我们来说是一个危险信号,因为我们主要与DMC合作,并且不提供价格细分。”
3. Has Spoken with Other Advisors
与上述类似的是,当潜在客户指示他们已经与其他旅行顾问(或更多)旅行顾问交谈时。尽管他们可能正在寻找可以符合他们需求的人,但他们的价格购物可能性要高得多。
"I would say the biggest red flag is when they mention that they have already contacted other travel agents," said Pinero. "To me that is huge red flag that I need to walk away from this customer. I usually reply to them and ask why they are not working with those travel advisors. If the customer did not buy from them, they are not going to buy from me either"
莫里斯同意。“如果在咨询中,潜在客户告诉我他们已经与其他旅行社交谈,并正在比较谁的价格最高,我通常会继续前进。”
4. Only Interested in Destination & Product
Travelsavers成员代理商A Becky's Travel Biz,Inc。的所有者Becky Smith告诉TMR,她是一个大危险信号,只是一个人,他只是在不想计划的情况下询问目的地beplay银行卡。”对她而言,这表明客户正在尝试收集尽可能多的信息,然后自行直接预订或通过OTA进行预订。
5. Won't Answer Questions or Respond to Requests
另一个迹象表明,潜在客户对与您的计划不感兴趣,这是不愿回答问题,从不想提供旅行日期或预算到让您知道是否有护照的简单性。
"When they refuse to answer questions to qualify them as a customer and make sure I get them the correct quote. To me that's a big flag that they are not serious about working with me," Pinero said.
And Woolstrum told TMR, "The first thing I ask for when setting up a new client is a copy of the passport information page (or photo ID for domestic travel) for all travelers. If the client is not willing to share this information, it tells me they either aren't serious about booking or they don't have the proper documents to travel."
不响应请求或提交后续电话也是危险信号。
琼斯说:“如果有多个家庭/耦合器旅行,并且在初次咨询期间并不是所有的都可以使用。”
"I have seen many advisors waste a lot of time chasing," Morris told TMR. "The biggest sign that it may be time to cut ties with them is when they refuse to many any commitment on a next step. If you get to the end of a conversations with a prospect and they are non-committal about even scheduling a phone call to discuss the proposal, they are likely not a serious buyer or there is an unstated objection that I haven't uncovered. If you have provided a proposal and their only response is that they will call you when ready, they are simply trying to avoid what they think will be conflict and will in most cases ghost you."
6.对服务/计划费不满意
曼森告诉TMR,她在每次咨询中解释了她的费用时间表。
"Should there be resistance or bartering, I consider this a blazing red flag. It's time to move on. Immediately."