Introduction

When it comes to providing exceptional phone sales experiences for Tiki Pub's services, a well-crafted strategy can make all the difference.  Phone calls are both your source of hottest leads and one of the best ways of establishing a direct connection with your customers.

Effective phone techniques sales not only increase your revenue, but are also the beginning of crafting exceptional customer service that leads to the ultimate goal - exceptional customer experiences.

In this guide, we'll explore a comprehensive outline of phone sales techniques designed to help your sales team connect with customers, understand their unique needs, and ultimately get the booking. From establishing a friendly rapport to handling objections and expressing gratitude, this guide will equip your team with the skills and knowledge needed to provide outstanding service and ensure that each customer's journey with Tiki Pub is unforgettable.  Let's dive into the strategies that will elevate your phone sales game and make every Tiki Pub tour experience one to remember.

Of course, all of this is predicated on answering the phone in the first place.  If you do not have extensive and open phone hours for your business, you will miss on a considerable amount of sales as well as opportunities to connect with your potential customers.

Zappos as Inspiration

Zappos Customer Service and Sales

When it comes to sales and customer service, Zappos is a great example of one of the leaders in the industry.  Phone sales and customer service are integral components of any successful business, and Zappos, the online retailer, has set a remarkable example in this domain. At the heart of Zappos' philosophy lies a commitment to customer-centricity, emphasizing the importance of building genuine connections and providing exceptional service.  Famously, they measure customer service success not by trying to minimize the amount of time on the phone with customers, but maximizing it to establish rapport. The company has often emphasized that their primary focus is on the quality of interactions and customer satisfaction, rather than strict adherence to call duration metrics. This approach has not only garnered them attention but has also solidified their reputation as a brand that truly cares about its customers.

Zappos has redefined the art of phone sales by prioritizing not just closing a sale but genuinely understanding and meeting customer needs. They have cultivated a culture where their representatives are encouraged to engage in meaningful conversations with customers, often exceeding traditional transactional exchanges. Instead of scripted conversations, Zappos empowers its agents to listen actively, empathize with customers, and provide personalized recommendations. This approach fosters trust and creates lasting relationships, demonstrating that successful phone sales are not just about numbers but about fostering genuine connections.

Moreover, Zappos has instilled the belief that customer service should extend beyond the confines of a single transaction. Their commitment to delivering "WOW" service has become legendary in the industry. Zappos representatives are empowered to go above and beyond, addressing customer concerns swiftly and proactively. This dedication to customer satisfaction has resulted in an unparalleled level of trust and loyalty among Zappos' customers. It underscores the notion that exceptional customer service is a journey, not a destination, and it forms the bedrock of a successful business in today's competitive landscape.

Zappos' philosophy of phone sales and customer service revolves around the principles of genuine connection, empathy, and exceeding customer expectations. By adopting these principles, businesses can create not only loyal customers but also brand advocates who will champion their products or services. The Zappos approach serves as a valuable lesson in how exceptional customer service can be a driving force for long-term success in any industry.

Applying Zappos to Tiki Pub

Applying the Zappos philosophy to your business, Tiki Pub, can have a transformative impact on how you approach customer service and phone sales. Here are some key principles and strategies to consider:

1. Customer-Centricity: Make customer satisfaction your top priority. Just as Zappos strives to "deliver happiness," focus on creating memorable and enjoyable experiences for your Tiki Pub customers. Understand their needs, preferences, and motivations for booking tours.  This will lead to booking more tours.

2. Genuine Connections: Encourage your sales and customer service team to build genuine connections with customers. This means actively listening to their inquiries and stories, showing empathy, and engaging in conversations beyond just booking details. Zappos' famous 10-hour phone call demonstrates the power of building rapport and trust.

3. Empower Your Team: Empower your employees to go above and beyond to satisfy customer needs. Allow them the flexibility to make decisions that benefit the customer, even if it means deviating from strict policies. Zappos encourages its representatives to use their judgment to create "WOW" moments for customers.

4. Quality Over Quantity: Shift the focus from call duration or the number of tours booked to the quality of interactions. Measure success by customer satisfaction, feedback, and the strength of the relationships you build. Zappos emphasizes that the longer phone calls or interactions that provide exceptional service are worth it in the long run.

Every booking should have booking notes if it was booked over the phone. 

This is evidence that the phone conversation went deeper than just taking a booking.

6. Proactive Problem Solving: Encourage your team to proactively address customer concerns or issues. Zappos is known for resolving problems quickly and effectively, often before customers even realize there's an issue. This proactive approach can prevent negative experiences and build trust.

7. Customer Feedback and Improvement: Actively seek feedback from customers about their Tiki Pub experience. Use this feedback to make continuous improvements to your tours, customer service processes, and sales techniques. Zappos constantly evolves based on customer input.

8. Company Culture: Foster a company culture that values exceptional customer service. Zappos' culture is built on the principle that happy employees lead to happy customers. Ensure your team is motivated, engaged, and aligned with your customer-centric vision.

By applying these principles inspired by Zappos' philosophy to the Tiki Pub business, you can create a customer-centric culture that not only delights customers but also strengthens your brand and fosters long-term loyalty. Remember that exceptional customer service is an ongoing commitment and a key differentiator in today's competitive marketplace.

Sales Outline - Phone

I. Introduction

   A. Greeting and establishing a friendly rapport.  Be upbeat, friendly and open.

Hello, thank you for calling Tiki Pub! My name is [Your Name], and I'm excited to assist you today.

   B. Identifying the customer's needs and intentions:     

How can I help you today? Are you looking for information about our fun Tiki Pub tours or are you ready to book?  Are you guys celebrating anything in particular?

   C. Introducing yourself and your role as a sales representative:

 I'm here to make sure you have all the information you need and help you plan the perfect Tiki Pub experience.

II. Understanding Customer Needs

   A. Active listening to the customer's inquiries and requirements:

Listen carefully to their questions, concerns, and preferences.

   B. Asking open-ended questions to uncover their preferences:

Tell me more about what you're looking for in a Tiki Pub tour. Are you celebrating a special occasion, or is it a casual get-together?

   C. Identifying the customer's goals and motivations for the tour:

What type of atmosphere are you hoping to create on your tour? What sort of music do you like? Are there specific stops or sights that interest you?

III. Building Value

   A. Highlighting the unique features and benefits of Tiki Pub tours:

Our Tiki Pub tours are one-of-a-kind experiences. You'll enjoy a two-hour tour of [City] on a pedal-powered trolley with friends and family.

   B. Sharing positive reviews and testimonials from satisfied customers:

Many of our customers have raved about the fun, laughter, and unforgettable memories they've created on our tours.

   C. Emphasizing the fun, social, and memorable experience of the tour:

Imagine pedaling through [City's] vibrant waterways, enjoying local beverages, seeing wildlife and bonding with your group. It's a unique adventure you won't forget!

IV. Tailored Recommendations

   A. Offering tour options based on the customer's preferences:

Based on what you've told me, I recommend our [Listing Name] tour, which is great for [mention specific features like scenic views, sandbars, wildlife or local attractions].

   B. Providing pricing details and any current promotions or discounts:

The [Listing Name] tour is priced at $X per person, but we're currently running a promotion for [mention promotion].

   C. Addressing any specific concerns or questions the customer may have:

Do you have any special requests we should be aware of?

V. Overcoming Objections

   A. Addressing common objections:

I understand budget considerations. However, our tours provide exceptional value for the experience you'll have. 

or

We are currently running promotion X which can lower the price

or

On weekdays you can find ever better prices!

 If the date you prefer is unavailable, we can explore other available dates or routes that might suit your group better.

   C. Reiterating the value and benefits of the tour:

Remember, our tours are all about creating unforgettable memories and having a blast with your group.

VI. Closing the Sale

   A. Asking for the customer's commitment to booking the tour:

Are you ready to secure your spot on the [Listing Name] tour? It's going to be an incredible time!

   B. Presenting clear and easy booking instructions:

Great! Let's get you booked. I'll need some basic information to make the reservation.

   C. Offering assistance with the booking process, if needed:

If you have any questions during the booking process, feel free to ask, and I'll guide you through it.

VII. Handling Reservations

   A. Collecting necessary customer information:

Gather details such as the customer's name, phone number, group size, preferred date, and any special requests.

   B. Confirming the tour details, date, and time:

You're all set for the [Listing Name] tour on [Date] at [Time].

   C. Explaining payment options and securing payment details:

To confirm your booking, we'll need payment information. You can securely provide your credit card details, and we'll process the payment.

  Ensure you provide information on trip assurance and cancellations.

VIII. Expressing Gratitude

   A. Thanking the customer for choosing Tiki Pub:

Thank you for choosing Tiki Pub. We can't wait to make your tour an unforgettable experience!

   B. Assuring them of a fantastic experience:

You're going to have a blast on our tour. If you have any more questions before the tour, don't hesitate to reach out.

   C. Providing contact information for further inquiries or assistance:

If you need any assistance before your tour, feel free to call us at [Phone Number] or email us at [Email Address].

IX. Follow-up and Post-Sale Support

   A. Sending a confirmation email with all tour details:

You'll receive a confirmation email shortly with all the details of your booking. Please review it for accuracy.

   B. Encouraging customers to share their excitement with friends and on social media:

We love seeing happy customers share their Tiki Pub experiences. Tag us on social media!

   C. Offering post-sale support for any additional questions or special requests:

If you have any last-minute questions or requests, feel free to contact us. We're here to help.

X. Training and Continuous Improvement

   A. Regular training for sales representatives on product knowledge and sales techniques:

Conduct ongoing training sessions to keep the team updated on new tours and promotions.  Ensure captains and crew are reviewing booking notes to customize the tours or be able to greet them specifically on arrival.

   B. Gathering customer feedback to improve the sales process:

Solicit feedback from customers to identify areas where the sales process can be enhanced.

   C. Analyzing sales data to identify areas for enhancement:

Review sales data to identify trends and areas for improvement in the sales process.

By following these techniques and providing excellent customer service, your sales team can effectively close customers over the phone and ensure a memorable Tiki Pub experience for every customer.