Tips for Tracking Motorcoach Quote-to-Close Ratios

Posted on March 13, 2013 by Nicole Schlosser, Senior Editor - Also by this author

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Ambassatours uses Motorcoach Manager to create a  program to follow up on  inquiries within 48 hours.
Ambassatours uses Motorcoach Manager to create a  program to follow up on  inquiries within 48 hours.

2. Timely response

Dan Dipert Tours tries to get quotes to new customers and/or online inquiries within one to two hours, because those customers are in a rush and contacting several other companies. People are also booking later than they have in the past, Dipert Brown says, which can increase the urgency.
“Whoever reaches the finish line first wins,” she adds. “A lot of times, the first one to get to [the inquiry] gets the business.”

When prioritizing, long-time customers can sometimes wait one or two days.

RJ Bast, director of operations of Milwaukee’s GO Riteway Transportation Group, agrees.

“We found out through sales shopping calls — fellow operators in other cities that shop us and we shop them — that the quicker you respond to a quote, the more likely you can close that deal,” he says. “Having a sense of urgency is important.”

“What we realized is technology [makes] it more than just eight to five,” Stancil adds. “People need to be able to give you information and you [need to] respond quickly. We may not ever speak to them. It’s just part of the ever-changing communication world that we live in.”

GO Riteway and Anchor Tours also added buttons on every page of their websites that customers can click on to fill out a form for a quote, making sure to respond within 24 hours.

However, even for online quote requests, GO Riteway staff always tries to follow up with a phone call.

“We don’t just respond with another email with a quote, because that won’t close the deal. We call, talk through what they’re looking for and hopefully close the sale right away. If not, we send them an email quote back,” Bast says.

GO Riteway also looked into adding a real-time chatting feature with a staff member in its office on its website, for immediate feedback, to accommodate mostly younger customers.

“Younger people are so used to texting and email that they [often] don’t want to talk to somebody, so the quicker they can get a response, the better,” Bast says.

Halifax, Nova Scotia-based Ambassatours’ Sean Buckland, sales manager, says his operation also uses Motorcoach Manager to help create a follow-up program. Staff enters data on incoming calls and leads and can view bookings on a day-to-day basis.

“It’s a good tool that converted a lot of quotes into sales because [customers] are busy,” he says. “They want to book their coach and move on, so [following up in] that 48-hour period is crucial. It usually results in a booking.”

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