This document discusses a case study of 100 vacation rental management companies that were contacted by phone regarding a potential guest booking. 93% of the time, the companies lost the booking because: 37% did not answer or engage with the caller, 14% did not build trust, and 5% did not ask for the sale. The document recommends adopting a transactional mindset focused on engaging callers, offering options, asking for the booking, and confirming rather than just generating leads. Phone agents are described as the face of the brand, so they need to be courteous, professional, respectful, honest, confident, interested, flexible, and politely aggressive in asking for the sale.

1. TIPS FOR
TURNING TIRE
KICKERS INTO
GUEST

2. INDUSTRY CASE STUDY
Case Study: 100 Vacation Rental Management
Companies were contacted via phone and email.
Scenario: The guest needed a vacation rental for 5 adults
and 2 children. Two married couples (brother and sister)
with their kids that have grandma in tow. The guest
needed a 7 day stay in January of 2014. Contacts were
made during peak hours.
Result: Lost business.

3. CASE STUDY STATS
37% - didn’t answer.
+ 37% - didn’t engage.
+ 14% - didn’t invoke trust.
+ 5% - didn’t ask for the
sell.
= 7% - left to book
7 %
93 % of the time, the guest CALLED SOMEONE ELSE

4. CASE STUDY BREAKDOWN
37% didn’t answer:
• Hours of Operation do not meet guest needs
• Seasonal
• Improperly staffed
37% didn’t engage:
• Sent guest to website
• Gathered guest information in order to provide email options
• Call us back when you’re ready
14% didn’t invoke trust:
• Lack of Sales Skill Set
• No follow up
• Didn’t get the guest excited
5% didn’t ask for the sell:
• Agent didn’t ask to book
• Wanted to generate a “lead”

5. CHANGING TO A
TRANSACTIONAL MINDSET.
LEAD GENERATION
• Incoming inquiry
• Qualification
• Send guest info
• Generate lead
• Follow up
• Wait for guest
TRANSACTIONAL
• Incoming inquiry
• Qualification
• Engage guest
• Offer options
• Ask for business
• Confirm booking
AVERAGE TIME TO
CONVERT A BOOKING
IS 9 DAYS
AVERAGE TIME TO
CONVERT A BOOKING
IS 1 DAY

6. THE FACE OF THE
BRAND
The phone is often the
first and only contact
point for guests, and the
call agents serve as the
face of your brand.
Your agent sets the tone
for the level of customer
service you provide as a
whole.

7. THE RIPPLE EFFECT
Positive Actions Drive Positive
Responses
Every positive interaction a guest has with a company
can breed brand loyalty and evangelism. This means
that the actions of well-trained agents can have ripple
effects on a guest’s lifetime value and brand
awareness in the marketplace.

8. BE COURTEOUS
• Agents should always be courteous to callers.
• This includes asking callers how they prefer to be
addressed, making every effort to pronounce their name
correctly and use their name throughout the conversation.
• Talk with a smile
• Speak clearly and avoid interrupting the caller
• Create an atmosphere of respect and professionalism.

9. BE PROFESSIONAL
• Agents are the face of the company
• Maintain professionalism throughout conversations
• This requires quality assurance and monitoring practices
• All conversations should be in line with corporate values
and goals

10. BE RESPECTFUL
• Every customer should be treated with respect
• Agents should attempt to sympathize with the callers
concerns and respond with compassion
• Listen to the caller’s needs and make every effort to
accommodate them

11. BE HONEST
• Agents should always be honest with their
customers
• This includes guessing or making up an answer
• If the customers' problem is beyond the agent’s
competence level, then they should politely
explain that they will transfer the customer to
someone who can better address their needs.

12. BE CONFIDENT
• Confidence is critical for any productive
interaction
• Empower your agents with information and
authority to handle difficult situations
• This will instill confidence and lead to more
effective customer service

13. BE INTERESTED
• Agents must take a genuine interest in the
guest’s question or concerns
• Ask personal questions and attempt to make a
personal connection

14. BE FLEXIBLE
• Always be flexible and welcome the change and
always keep the guest informed
• Offer alternatives to the guest. Plant seeds of
other possibilities
• If you can’t accommodate can you make a
recommendation

15. BE AGGRESSIVE (POLITELY OF COURSE)
Agents should not be afraid to ask for the sale
• Give only two options. Too many choices, guest
second guess themselves
• Create urgency
• Answer objections
• Once you are in the “Close Zone” don’t leave!!!
• Be realistically confident (ask “yes” questions)
• Shut up and listen (they will fill the silence)

16. THANK YOU
RealVoice
Jodi Cleer
Jodi.Cleer@realvoice.com
210-744-1217
Don’t forget to connect with me on LinkedIn