A travel company TRVL has recently launched a premium trekking package in the Himalayas. Customers show interest on the website by submitting their phone number.

1. Assignment Solution
Questions:
● Build a process funnel starting from the time the customer comes in till the final
transaction?
Funnel Process
● How many customers would drop off at each point in the process, assume/guesstimate the
number?
1. Visitors - Approx. 10,000 visitors registered with their contact number on TRVL’s
website.
2. Engagement - Out of the registered customers, only 20% (i.e 2000) responded
TRVL’s agents call and showed interest in further communication.
3. Evaluation - After knowing about more details for the trekking package approximately
50% of the customers will drop out their plan and only 50% will be considered as hot
leads.
4. Purchase - At this point, those1000 hot leads will buy the package.
In this case, the conversion rate is closer to 10%. This means that out of the consumers who
visit our TRVL’s website for trekking, roughly about 10% of them will convert all the way
down the funnel and become a customer.
● How many calling agents would you require to service all the customer requests and sell
1,000 trekking packages a month?
→ The number of calling agents can be determined for a specific time increment, such as by
the hour, day, week or month. While looking at the number of calls, it’s also necessary to
evaluate the minutes and/or seconds per each call.
Let us take an example, our TRVL agency gets 20,000 registration in a month on our
website. One agent has to call 2 times the same customer to close the sale.

2. Agent 1 has the following data in one month approx 26 days working:
1 call = 15 mins
Answered calls: 1620 calls
Total talk time: 48,600 minutes (average 30 min to make 2 calls to the same customer) or 6
hours on calls per day. Therefore, 66 calling agents would require to achieve the target of
selling 1000 packages.
Let’s consider you only have half the calling agents than what you require. In that case:
● How would you still be able to achieve 1,000 sales a month?
→ This could be done to connecting your sales team’s daily activities with a higher purpose.
Giving them ownership over new targets assigned, leading to higher motivation,
commitment, and overall performance.
Encouraging and recognizing members of the sales team who are making minor steps
forward toward a goal — an email sent, a good response, a new insight learned, moving a
lead one step down the pipe.
● How would you select which customer to focus on?
→ The selection of customers is generally based on age group, their interest, expenditure,
amenities provided by the travel agency.
● What changes in the operations process would you make?

3. → The Internet has changed every aspect of modern life, and it has also affected how
travelers book trips and how agencies can sell packages. As our agent is sending an online
booking link for payment. We can offer visitors the option of booking online through the web
page and we don’t have to worry whether or not our agents are sitting at their desks. Via an
online booking system, customers can book 24/7 as the system receives and processes the
reservation automatically. Providing our customers with a completely easy & safe way for
both book travel arrangements online is a great policy for growing your revenue.
● What metrics would you measure for every calling agent?
→ There can be various ways to have a check on the calling agents. Additionally, collecting
data and analyzing them. This could help us improve our process, as well as know where
the calling agent could be improved. The different metrics used to measure them would be.
· Number of calls made by the sales agent.
· Ratio of Conversion made by the agent against the calls made by him/her.
· Measuring the amount of time making the calls.
· Calculating the average time spent on making a single sale.
● How would you motivate your calling agents for this job?
→ While having a constrained economy, especially for a startup, providing a rise in wage to
the employees to boost their motivation every so often is an onerous task. However,
employee motivation is a prime function for an organization to focus on in order to meet their
objectives. Furthermore, we have many other ways to motivate the agents which include.
· Good working conditions & Personal safety
· Employee Equalization
· Boosting Self Esteem
· Providing them periodic training.
· Empowering agents to take decisions
· Recognition and non-cash/cash incentives.
● You have Rs 20,000 to discount the Trek fee to get quicker conversions. How can you
best use this?
→ There are a few ways to use this discount as follows:
1. At the time of closing sale, the agent could share with a customer that their company
is giving a discount of Rs 20,000 on the Trek fee just for a limited time and he can
avail of this discount if he does the payment in the next one hour to get a quicker
conversion.
2. Another way to utilize this discount can be achieved either by increasing the
customer network or getting repetitive customers. Therefore, applying conditions
such as referring a friend, and reimbursing Rs 20,000 to the customer's account, only
when that referred friend buys a tracking package. Additionally, in the same way, the
amount of Rs 20,000 would be discounted on your second purchase of the trekking
package shall help the organization grow its business.