Motorcoach

Tips for Tracking Motorcoach Quote-to-Close Ratios

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

Page 2 of 3

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.”

View comments or post a comment on this story. (0 Comments)

More News

2nd UMA town hall provides more tips for operators during pandemic

While the motorcoach industry wasn’t specifically cited in the CARES Act, opportunities exist for operators who need financial assistance.

FMCSA provides HOS relief for emergency movements, deliveries

The rule includes motorcoach operations transporting people.

ABA's Pantuso urges motorcoach industry to contact Congress today!

In a letter, the president and CEO touched on the urgency of the call with Congress set to tackle the third bill to address impact of COVID-19 on the country.

UMA forum focuses on ways to help operators during COVID-19

President/CEO Larry Killingsworth and a panel of guests tried to assure operators as well as offer some necessary advice during this difficult time.

Motorcoach industry could lose up to $8B due to COVID-19, ABA says

Most recent data shows that nearly 100% of the charter and tour market has stopped operating.

See More News

Post a Comment

Post Comment

Comments (0)

More From The World's Largest Fleet Publisher

Automotive Fleet

The Car and truck fleet and leasing management magazine

Business Fleet

managing 10-50 company vehicles

Fleet Financials

Executive vehicle management

Government Fleet

managing public sector vehicles & equipment

TruckingInfo.com

THE COMMERCIAL TRUCK INDUSTRY’S MOST IN-DEPTH INFORMATION SOURCE

Work Truck Magazine

The number 1 resource for vocational truck fleets

Schoolbus Fleet

Serving school transportation professionals in the U.S. and Canada

LCT Magazine

Global Resource For Limousine and Bus Transportation