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Navis email sales best practices
Navis email sales best practices
Navis email sales best practices
Navis email sales best practices
Navis email sales best practices
Navis email sales best practices
Navis email sales best practices
Navis email sales best practices
Navis email sales best practices
Navis email sales best practices
Navis email sales best practices
Navis email sales best practices
Navis email sales best practices
Navis email sales best practices
Navis email sales best practices
Navis email sales best practices
Navis email sales best practices
Navis email sales best practices
Navis email sales best practices
Navis email sales best practices
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Navis email sales best practices

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Transcript

  • 1. Email “Sales” Best Practices -How to Maximize Revenue fromyour Email Inquiries Colin Morrison System Consultant
  • 2. Opportunity
  • 3. Agenda • Email Organization • Response Time • Response Content • Incentives / Team Motivation • Quality Assurance Monitoring & Management • Ensuring an ROI
  • 4. Email Opportunity…VRMA Member, 500 Properties, March ’11 - February ‘12 o $1.4 Million in Email Revenue o Inquiry Method Conversions: •Email = 4.6% •Web Chat = 13.3% •Inbound Call = 27.8%
  • 5. Where are your Emails Going? • Centralized In-Box • Lead System • CRM System • Automated Response System • Not Sure?
  • 6. Keys to Success• Be Organized• To auto-respond or not auto-respond…• Prioritize• Assign Emails – No Cherry Picking• No Lead Left Behind• Follow-Up Twice – Once right away – Once 24-36 hours later• Call Guest Back if Possible
  • 7. Response Time
  • 8. Response Content • Include Relevant Details – Company Info – Pictures – Link to Book Online – Cost • Include Local Info – Activities – Weather – Events • Be Professional – Grammar, spelling • Personalized Templates – Consistency – Efficiency
  • 9. Don’t Be This Guy
  • 10. Incentives/Motivation • Beware of Conflicts of Interest • Set Monthly Goals • Commission / Per booking Incentive • Know your team • Contests - Make it fun!!!
  • 11. Quality Assurance • Monitor Responses • Measure & Monitor Response Time • Use Guest Surveys to solicit feedback
  • 12. Managing your Staff• Micro Managing• Address Email Performance in Coaching Sessions• Set and track goals• Practice or Role Play
  • 13. Ensuring a ROI for your efforts
  • 14. Take Away• Be Organized• Respond Quickly• Consistent Content• Use Incentives• Monitor• Manage• Ensure ROI
  • 15. THANK YOU Colin Morrison CLMORRISON@TheNavisWay.com (866) 921-2779

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