During the last quarter of 2016, World of DMCs decided to launch a mystery shopping initiative to give its members insights on how to boost sales opportunities from the resources they already have.
Numerous studies, time and time again, demonstrate that the most tenacious follow-uppers are the ones much more likely to win the client over, irrespective of the resources being utilised. In fact, this is a truth across all industries:
*80% of non-routine sales occur only after at least five follow-ups. Furthermore:
- 44% of sales people give up after one “no”
- 22% give up after two “nos”
- 14% give up after three “nos”
- 12% give up after four “nos
Here we use two of our highest raking members within the mystery shopping exercise as a prime example of client-winning protocol.
Rajeev Kohli from Creative Travel, our DMC in India, says
“We source new clients through a number of ways – trade shows, through our global sales offices, sales visits, emails and others. Once we make an initial contact or when we get the first RFP, we first send in a note to say thank you, to acknowledge the receipt of the request and also to tell them a bit more about our company. We also reach out by telephone call as the personal touch is very important. I personally feel that clients are now fatigued with working with cold corporate structures and are more open to the warmth given by owner drive & family owned companies like ourselves.”
“It really depends on event however normally it is average 15 emails, 3 calls, 1 conference call and 1 inspection.”
Another key point to consider when trying to win a client over, is that visuals are processed 60,000 times faster in your brain than text!**
Rajeev Kohli from Creative Travel, our DMC in India, says:
“When we send our first offer, it must must be as detailed as possible. The first impression is most important and we sometimes get just one opportunity to showcase our competencies. There will always be:
- A detailed email stating what options we are presenting, our reasoning for the routing or choice of hotels
- An attachment that has a sketch of the program flow
- An attachment with the detailed program with images and tour/ event descriptions
- A PowerPoint with images from events we have done ourselves so that the client has a pictorial display of what we are quoting for
- A detailed line itemised costing sheet with 2-3 options of hotels or as per the RFP
Once we send this, we or our global sales offices will reach out to the client and have a chat to see if they need any immediate clarifications”
“First of all we need to discuss with client all possible details about the expectations, past failures, decision keys factors, deadlines. Afterward we prepare draft version of program we think fits his needs and then we are amending in details till we know it is final product in cooperation with the client. If we are taking part in a bid for big conference with a massive support of AV technique, gala evening with themed program production or similar, we have to create tailor made visualisation incl. stage design, followed by detailed scenario as the next step. To support our ideas we are using photos and videos taken during previous events as well as video presentations of musicians, dancers, MCs etc.
Shortly we are using many kinds of modern tools, which are strongly affected by a character of an enquiry.”
What is clearest from these types of exercises, however, is the DMCs’ ongoing quest to understand their virtues and setbacks. We are very eager to continue as an association together towards a path of excellence.
** source: http://neomam.com/