Sales process - EN

Craft Memorable Journeys to Maximize Satisfaction and Success!

Finalize the booking and bring their dream trip to life.

Work together to adjust and perfect the plan.

Design a trip that reflects their needs, their budget and excites their imagination.

Learn what matters most to them and uncover their travel dreams.

Capture attention and make a memorable first impression.

Seal the Deal

Fine-Tune the Details

Craft the Journey

Qualify Traveler Needs

Spark the Connection

Key best practices to apply all along the sales process

Focus on german travelers expectationsFor Germans, clarity and professionalism are key. Use precise, detailed messages at each step of the sales process to confirm and recap agreements. RESPOND QUICKLY - Always provide a prompt reply to show commitment.💡 Reactivity is the number one cause of unsatisfaction among travelers, whatever the stage in the sales process. ADDRESS THE BUDGET TACTFULLY - The budget is crucial in sales, as addressing it well builds trust, aligns expectations, and avoids frustration and misunderstandings. 💡 28% of the reasons for lost files are budget-related, making it one of the top reasons for not closing a deal. STAY TRANSPARENT - If you don’t have an answer yet, keep your travelers informed. Visibility builds trust.TAKE THE LEAD - Ensure clear next action for both you and your travelers.BUILD CONNECTION - Use phone or video to create a personal connection.FOLLOW UP - Sending a follow-up message boosts the response rate by 25%

Agent's best practices

Guide travelers confidently through payment and booking, providing reassurance every step of the way. Stay engaged, follow up, and close the deal to make their dream trip a reality.

• In the final stage of the sales process, stay proactive and persistent—travelers can hesitate at any moment, so keep engaging to address concerns and secure the deal.

• Seal the deal proactively: after the third proposal, proactively explain payment steps and provide a direct payment link to reduce uncertainty and encourage booking.

• Don’t lose momentum. Follow up promptly and consistently until payment is confirmed.

• Walk travelers through payment step by step to ensure clarity and confidence. Offer to assist directly if needed.

• Once payment is completed, congratulate your travelers and explain the next steps!

Sealing the Adventure

TRAVELERS' EXPECTATION

Best practices

A reassuring and transparent payment experience.

Check out Nina's emails

Our goal

"I'm having trouble with your software. I can't "pay"."

Ensuring a Positive Experience After the Sale

Travelers' satisfaction after booking is essential. Confirming the service bookings and providing travel documents and a roadbook ensure they have clear visibility and a smooth experience, helping them feel confident and excited for their upcoming trip.

Closing the deal

Before departure

😞

FIRST IMPRESSIONS MATTER

Agent's best practices

Check out Nathalia's first email

Respond quickly to create a strong first connection with travelers, showcasing your value and maximizing the chances to inspire and convert.

• Aim to respond within 4 hours during working hours to maintain engagement.
• Personalize your communication by tailoring your first email using storytelling and trip examples that matches their profile and preferences (children’s ages, budget etc.)
• Use templates to streamline your process and adjust them according to the lead's level of interest and engagement.

• Proactively suggest a call and let the traveler schedule it via an online calendar (eg, Calendly)

• Always plan a follow-up message to confirm the call.

Schedule a call with the traveler. Set it up as early as possible to maximize success.

Best practices

Evaneos Mandatory standards

Necessary action to move forward

Our goal

Provide a personalized response to the traveler within 24 hours.

TRAVELERS' EXPECTATIONS

Prompt response time

”Very personalised service and quick response time”

At this stage the first reason for dissatisfaction is the lack of reactivity! (37% of the respondants)

Contact the prospect within 24 hours

Zoom on KPIs

😃

+1,4 pts of sales rate if you contact travelers within 24 hours.

Check out Flor's first email

Check out Adrien's first email

Focus on the expectations of French travelers: Be formal and respectful. Provide detailed, structured information. Emphasize the luxury and cultural aspects of the trip.

🇫🇷

Share a crafted itinerary aligned with their vision, invite them to collaborate on refining the details, and follow up to keep the excitement building.

• Ensure the proposal fits the budget, and if there's an increase, explain it clearly while offering alternatives like adjusting the lenght or changing accommodations or transportation.

• Personalize the proposal to reflect travelers' preferences, profile and needs while offering alternatives to provide options and discourage travelers from seeking quotes elsewhere.
• Send it quickly, making it clear that it’s a first version open to adjustments. If you experience any delay in sending the proposal, be sure to inform the traveler.

• Use Trip Planner to create a well-structured, inspiring, and appealing proposal. Using Trip Planner delivers better conversion rates compared to other tools, achieving an 18% sales rate versus 13%.

• For high-value trips, either record a Loom video or schedule a call to walk them through the proposal.

• Always confirm next steps and urge travelers to book quickly by highlighting seasonal demand.

Organise a follow-up call to present / discuss about the itinerary

Agent's best practices

Itinerary presentation with Loom by Adrien

Best practices

Bring the Dream to Life

Evaneos Mandatory standards

Necessary action to move forward

Our goal

Send the itinerary within 72h maximum after the qualification call

Time to send the proposal

Zoom on KPIs

TRAVELERS' EXPECTATIONS

Trip proposal fit with Travelers' needs and budget

“The proposal does not correspond to the content of our telephone conversation. The whole package needs to be revised.”

Well-crafted trip proposal by Laura

😞

Sending the proposal within 7 days after receiving the request is key to achieving the highest sales rate (21% on average).

Well structured and inspiring email by Kenny

Adjust the proposal based on their feedback, keeping them engaged and eager to move forward—this is the moment to convert interest into commitment.

Agent's best practices

• Simplify decision-making by addressing concerns, highlighting key points, and showcasing the agency’s unique value.

• Use the FOMO (Fear of Missing Out) technique: it drives travelers to book quickly, fearing they'll miss out on exclusive services and experiences.
• Avoid generic reminders like “Did you see my last email?” Instead, share engaging content

(e.g.,a destination video or local cuisine guide) to spark excitement

• Invite them to a call and encourage them to share their concerns, as a call is the best way to address any issues. Travelers often hold back from moving forward due to unresolved objections.

Perfect the Experience

Get the travelers' validation to move forward & close the deal!

Best practices

TRAVELERS' EXPECTATION

Advise and guide travelers in their decision-making.

Zoom on KPIs

Traveler's response rate after proposal

Check out Solene's email

Necessary action to move forward

Our goal

”Julie made our decision to go on this trip super easy with her expertise, the perfect alignment of her offer to our wishes and the many useful tips”

😃

Check out Nina's FOMO example

Evaneos Mandatory standards

Tailor the offer, address objections, build trust, and offer a call to refine the proposal to their needs.

Increase response rates to your trip proposal by 25% with a follow-up message within 48 hours.

best practices

Recording of a discovery call

Dive into a discovery call to understand their travel goals, align their budget with the realities of the destination, and lay the foundation for a memorable trip.

• Carefully review the trip form responses to identify key details and points to address during the call, ensuring no repetition of information already provided.
• Collect key information and tailor your questions to the traveler’s profile - particularly for families -to identify what truly matters to them.

• Conduct a call to build rapport and trust - video calls are even more effective.

• Address the budget thoughtfully, as it is a sensitive yet essential element in planning a trip.

• Assist with quick flight booking to confirm their commitment to travel in your destination and speed up the sale—booked flights make closing easier.

• Outline next steps and set a clear proposal delivery date. If delays occur, notify the traveler promptly.

You have gathered all the necessary information, including the budget, to design a tailor-made trip.

Explore Together

Best practices

Evaneos Mandatory standards

Necessary action to move forward

Our goal

Organize a discovery call with travelers, unless they have specifically requested not to be called.

% of requests with TA1 with a call

Zoom on KPIs

TRAVELERS' EXPECTATIONS

Building a human connection

The main source of dissatisfaction at this stage is travelers' frustration with repeating information already shared in the trip form or email.

“Direct contact (via telephone line) is a real plus!”

😃

The discovery call script

Requests, with an initial traveler message, that received a call have a 26.6% sales rate, compared to 12.2% without a call.

Focus on budget's questions