Why is it that so many travellers spend the first days of their holiday organising day trips and dinner reservations?
Is it because travel agents aren’t offering that service, or is it because the client wants the flexibility and control of researching upon arrival at their destination? Perhaps it’s a little of both.
Regardless, it often comes down to the individual approach of the agent and the overall needs of the client.
When day tours usually cost between $70 and $500 per person, with at least a 10% commission, it is surprising that more travel agents are not maximising this opportunity to make more per booking.
It benefits both parties, because not only does the agent profit, but it saves the client a whole lot of hassle once on their holiday.
When we researched why agents don’t maximise their add-ons we had a mixed response:
• They ask the question early in the sales process but forget to follow up and book
• They don’t want to seem like a pushy sales person
• They don’t know enough about the destination to be confident in their recommendations
• It simply doesn’t cross their mind – they focus on the airfare and accommodation
When prompted by their wholesaler when booking the accommodation, all of our agents agreed that this was a great reminder and a helpful approach. It made the idea prominent in their mind and they were more likely to make a suggestion to the client afterwards.
So how can you sell more day tours?
The key is to include the add-ons right from the beginning, as opposed to an afterthought. It’s a more caring approach and allows you to look at their desired experience in its entirety.
Ask questions, and use this step in the consultation to build a very clear picture in your mind about the needs and wants of your clients. Part of your questioning (and note taking) should be dedicated to what they would like to experience at the destination.
General
· What types of things would you like to do on this holiday?
· Are there any day tours you have considered doing?
· What type of experience are you looking for?
Specific to the destination
· Have you thought about whether you will do a luau when you are in Hawaii?
· Do you like the idea of going out to the reef when you are staying in Port Douglas?
· Does the sound of deep sea fishing, snorkelling or any other activity appeal to you in Fiji?
If, due to habit, you forget to include your touring in the initial quote, then don’t rule it out as too late.
Once you have gained commitment on flights and accommodation, suggest a follow up correspondence with questions and/or suggestions about what they might like to do when they arrive.
Some of our agents enjoy activity booking success by employing a sales strategy that’s focused on persistent, but not pushy, reminders over time.
The Departure Lounge’s Cara Greedy says it’s important to regularly check in and offer these options.
“I like to talk to them a month before they leave– at this time they become more interested in the finer details of their trip,” Greedy said. “They may be looking in guide books, researching online or talking to their friends about what to do whilst they are there. “
Greedy also says that if this doesn’t succeed, try reminding them again at final payment time.
“We sometimes include activity booklets in their final docs and call them a few days later to see if they like the look of any of them” Greedy said.
Selling day tours is the ultimate win-win, and so shouldn’t be neglected when working with a client.
For more hints and tips check out our website.
