Scripts that Build Relationships And Win Business

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1. Use Zoom. 

• This is such a better way to build a relationship when you can see their body language. If they cannot Zoom, the phone will also work, but do NOT do this through email or text. It’s simply not an effective way to make your relationship stronger.

2. Ask for their email and send a calendar invite every time. 

• Set expectations in the body of the invite:

Hi, 

I’m excited to chat with you more about your upcoming getaway! We’ll discuss the basics during this time so I can get a better understanding of your goals for the trip, your budget, and any constraints that we might have to work around. I'm also interested in hearing about any special experiences you'd like me to create. (Don't worry, if you don't know where to start, I can help guide you as well!) 

Afterward, I’ll do a deep dive into research to find the most memorable options out there. I’m looking forward to hearing all about your ideas!

• I also ALWAYS send a reminder email the morning of the consultation. You can set-up a reminder email to auto send in the future when you set-up the invite, so you don’t have to remember to do it. 
• Open a new email, compose your message and then hit the carrot next to “Send.”
• Select “Send Later” and schedule your email to send the morning of your meeting.

3. Ask for their phone number. 

• I always explain that it’s good to have in case the Zoom link isn’t working, but in reality, I want to be able to follow-up with them via text message or phone call! (This is so much more effective than email.)

4. DO YOUR HOMEWORK! 

• Stalking can be your best friend. Search the person, even if you know them, on social media. You’re looking to learn more about their hobbies, their children, and where they’ve taken past vacations.
• Being prepared can truly help you guide the conversation, warm up the lead, and really build your friendship. The more a client trusts you, the faster the sales process will proceed.
• Don’t say “I saw on your Facebook profile…” but guide the conversation in a way that can lead to them bringing up the subject. 

5. Practice, Practice, Practice

• If your partner doesn’t want to run through the script one more time, tell me and I’ll partner you with someone else. Getting the marbles out of your mouth and sounding intelligent is going to help build the trust you need!

Setting Expectations:

• So, what inspired you to have this conversation with me?
• Amazing! I'm excited to dive into that. May I first ask, have you ever worked with a Travel Advisor before? (If they say yes, ask why they chose not to work with the same one again to give you insight into what to avoid!)
• (Regardless of how they answer.) Do you mind if I tell you a bit about how I work?
  • During our consultation today, I will get a better understanding of the type of trip and the vibe you're looking for. Then, I'm going to deep dive into the research, reading reviews and truly making sure the options I'm going to propose are the best ones out there. After that, we will come back together in a few days to review what I have found. Once we make any tweaks necessary, I will be the one to actually book each component of the trip for you, for two reasons. First, it helps me to work through the logistics and make sure everything flows together, but secondly, that is actually how I get paid. So, if you take the proposal and go book on your own, then I do not make any commission. Does that make sense?
  • Perfect! After we book everything, that is not the end of our relationship because when you're actually traveling, I will also be your main point of contact. If something goes wrong, I will sprinkle my magic pixie dust on it and hopefully make everything better! If your flight is delayed, you'd simply call me and I would work with the airlines, update the transfer company, and call the hotel if we were to miss a night. I would handle everything. 
• Does that look like the experience your'e looking for?

Begin Qualifying...

• Are you celebrating anything special on this trip or just needing to get away?
• Who all will be joining you on your vacation or do you plan to go on a solo adventure?
  • Are there any children vacationing with you? What are their ages?
  • Have you traveled with them before?
• What are your goals for this vacation?
  • Are you looking for rest and relaxation or do you want lots of action on this trip?
  • What does self care look like to you?
  • How long have you wanted to take this trip?
• When would be the best time for you to travel and how long are you looking to be on vacation?
  • Are there any dates during XXX month in which you cannot be away from home?
  • And how long do you want to be on vacation?
• Have you seen anything online that’s interested you already? Have you fallen into Google’s blackhole yet? :-)
• Are you thinking you’d like to do a cruise or more of a land vacation?

If they're not really talking, you can use some of these questions to  Build the Relationship :

• What do you like to do for fun? OR How do you like to make memories?
  • Does everyone in your group enjoy these activities or are you worried about any of the travelers engaging?
• What’s your favorite vacation you’ve taken in the past?
• So, tell me about your bucket list...

If they want a cruise:

• When you get on the ship, what’s the FIRST thing you want to do?
• Have you ever been on a cruise before?
  • If yes:
    • Awesome! Where all did you get to visit?
    • How long ago was that?
    • Which cruise line were you on?
      • Do you happen to have your past passenger number?
      • No worries at all. I’m happy to call the cruise line and figure it out for you!
    • What did you like about your past cruise(s)?
      • What did you not like?
  • If no:
    • Why are you interested in cruising now?
• If they know where they want to go:
  • Sounds great, this could be perfect for you, but I want to make sure we find the right fit for you. Do you mind if I ask you a couple of questions?
  • Why did you choose this particular sailing?
    • Are there any other itineraries you’re interested in?
• Describe the perfect cruise ship to me.
• Have you given any thought to the type of cabin you’re interested in?
  • What location on the ship is best for you?
  • If you’re interested in a balcony or suite, do you have a preference to whether or not it’s inside or outside?
  • Does anyone in your party prone to seasickness?
    • (Front of ship moves the most, mid-ship moves the least)
• What type of excursions do you think you’d want to do while on the cruise?
  • Are there any MUST-DO activities for you?
• I’ll go ahead and arrange transportation to the ship for you as well. Are you interested in stepping it up and taking a limo to the ship or is the bus just fine?

If they prefer a land vacation:

• When you get to your destination, what’s the FIRST thing you want to do?
• Do you want me to look for just the hotel or would you be interested in an all-inclusive so that you don’t have to worry about paying for anything while on vacation?
• Have you stayed in an all-inclusive before?
  • When and where?
  • Which hotel chain?
  • What did you enjoy about that vacation?
    • What would you change?
• If they know where they want to go:
  • Sounds great, this could be perfect for you, but I want to make sure we find the right fit for you. Do you mind if I ask you a couple of questions?
  • Why did you choose this particular location?
    • Are there any other locations you’re interested in?
• What type of activities would you like to do while you’re in LOCATION?
  • Are there any MUST-DO activities for you?
  • Do you feel comfortable renting a vehicle in another country?
  • Do water activities interest you?
    • (If applicable to the destination) Would you be interested in scuba diving or would you prefer to go snorkeling?
    • Would you be interested in a deep-sea fishing charter? Sunset sailing? Surfing? Etc.?
  • Would you rather stay on land?
    • Are you interested in guided hikes? ATV tours? 
  • Do you plan on having an international plan on your phone?
• Do you or anyone in your party speak any other languages?
• I’ll go ahead and arrange transportation to the resort for you as well. Are you interested in stepping it up and taking a limo to the resort? You also have the option for a shared or private transfer as well. (If they want the cheapest, it will be shared, but please make sure they know this means they may stop at other resorts along the way which will take much longer!)

• Does anyone in your party have a disability or mobility challenge that I should take into account when diving into my research? Or would anyone need assistance getting on or off of the ship/airplane?
  • (If there is a mobility challenge) Regular wheelchairs will hold up to 250 lbs, will that suffice or should we look for a sturdier option? Would you prefer a wheelchair or scooter? Remember, wheelchairs fold up so there will be more space in your stateroom.
  • (If they need oxygen) How many liters per minute, hours per day do they need it? Do they need oxygen all day or only at night?
    • Can you email me the prescription?
  • (You will need their weight and height as well as the exact type of equipment they currently use.)
• Do you need any type of medical equipment such as a refrigerator for medication, a sharps container, or distilled water for a CPAP machine?
• Will you be in need of a crib or anything regarding childcare while on the trip?
• If there are children traveling...Are both parents or legal guardians going to be on this trip? (If not, make sure they understand they will need a signed notarized letter from any parents or legal guardians not on the trip. This is important not just from the stance of being able to enter through customs, but also if there is ever an emergency medical treatment needed, then the guardians from the trip will need this letter before any doctor would move forward with that treatment.)

Qualifying Questions (continued):

• What is your preferred airport?
  • How do you feel about flying the low cost airlines? (i.e. Frontier, Allegiant, etc.)
• What type of investment would you like to make in this experience?
  • (Follow-up with...) “I will respect whatever budget you set and not go over, but I don’t want to leave something amazing out because it’s slightly above what you’d ideally spend. So, what is your scare point, meaning if I found the most amazing option that was absolutely perfect for you, what amount would you say 'don't even show it to me if it's over X'?”
  • Ok, for your ideal budget, not your scare point, is that just for the hotel room/cruise or does that include the flights?
    • Does it also include the transfer from the airport? (Or rental car?)
    • And what about the activities and excursions? 
    • Ok, anything else that is supposed to be covered by that budget?
    • Oh, what about travel insurance? The MOST important part after all of this COVID nonsense!
    • Alright, perfect!
  • Would you prefer a cheaper resort/cruise ship with an upgraded room or a baseline room at a nicer resort/cruise ship?
• INSERT FEE HERE IF YOU'RE GOING TO PITCH IT: For a trip like this, I would charge a nonrefundable Research and Design fee of $$$. This would cover all of the research time needed for the proposal as well as all of the time spent working through the logistics once we decide on a package. I will also make sure this cost is included in your budget so it would not go over in any way!
• I’m going to search for any and all discounts that you might qualify for. Were you or is anyone in your party ever in the military, a firefighter, an EMT, a police officer, a teacher or are you over the age of 55?
  • Does anyone in your party work in the travel industry?
  • And what state do you reside in? Are other members in your party in a different state?
• Is everyone in your group a citizen of the US or Canada?
  • Does everyone in your group have a passport? (If needed)
• Beyond the fact that we’re going to find the best value, what is the one thing that would make this the perfect vacation for you?
  • Is there anything else important I should know as I begin planning your vacation or do you have any special requests?

Recap the Booking:

• May I ask quickly how you heard about us?
• Just to recap, we’re looking for a land/cruise vacation in XYZ country for # travelers on or around MM/DD/YYY. You’d prefer XYZ room type in LOCATION and your #1 goal for the trip is _____. Ideally, we’d keep the budget at $$, but you’re willing to go to $$.
  • Repeat any special requests.
  • Can you forward me any packages you’ve seen that have interested you?
  • Lastly, is there anyone else you can think of that would love going on this vacation with you?

Ending the Call:

• What’s the perfect time for you to put down a deposit and have all of these decisions made by?
• I think I have everything I need to begin my research. This will take some time. When I call back with options, who are the decision makers and should we ensure all parties can be on the call to ask questions?
• Perfect, and what day/time will work best for you to jump back on Zoom for our presentation? I'm should be ready to give your proposal by next Tuesday or Wednesday. (This should be about 3-5 days from your consultation.)
• (If you're not charging a Research and Design Fee...) Lastly, I want to make sure I’m honest and transparent with you. I only make money when I book travel. Therefore, if you find a better deal, always check with me first. Although, I’d be shocked if you did. It pretty much never happens! Are we in agreement here?
• Alternate script: I am all about making sure you don't waste a penny on a trip that you don't love! I have many resources that most people don't have access to, so that allows me to find you the best deals. After our consultation together, I do an extensive amount of research in the background, but my job is really to take the burden and the risk off of you. I'll be doing a lot of work behind the scenes so that means that everything I lookup, everything I research, all of the suppliers I talk to or anything I recommend, we'll assume that I'll be the one booking it for you because if I'm not, something WILL be different. This is about me really going to work for you. This is about me having your back. This is about me helping you every step of the way so you can have a great vacation. So, are we in agreement here that if I find something that makes you happy, that I'll be the one to book it? 
• (Don’t skip this last step because people tend to get advice and then do it on their own. This will help you not to miss out on business or waste time.)