Search
Monday 23 November 2020
  • :
  • :

2.0 Sales and Reservations

2. Sales and Reservations

Are you assured that all those who phone with interest in our sport are adequately informed, continually kept in touch and every possibility in bringing them into our sport has been exhausted.

Definition and Goal

Kayak school sales and reservations teams are our front lines and key to our engaging more and more participants. It is important to have our best foot forward and do all necessary to ensure that we increase the effectiveness of our sales, follow-up and closing processes. Kayak educators need to show that reservations staff is conscious of the reasons that potential beginner paddlers may NOT agree to joining a class.

Compliance

Kayak schools must show a sales plan highlighting the steps they have taken to ensure all calls and inquiries are met with professionalism and argument that ensures sales.

Standard Elements

The following are key elements to the compliance of this standard:

2.1. A Sales Plan must be outlined for staff reference

2.1.1. Highlight Goals and milestones

2.1.2. Mark out all processes in a flow chart outlining where all leads must travel within your organization

2.1.2.1. Sample included

2.2. Those on the phone for sales must have experience or suitable training within the kayak instructional sales process

2.2.1. All staff must see instruction in action on a regular basis whether it be as a student, teaching or shadowing

2.2.1.1. Provide staff days on the river allowing staff time to paddle, learn, and engage as enthusiasts themselves.

2.2.1.2. Teach all staff the basic course on flatwater for an effective introduction

2.2.1.3. Show new / non-kayaking staff videos of instruction (preferably the full curriculum) to help those not open to kayaking at least a sample of the user experience.

2.2.1.4. Have a training session at the onset of the season reviewing all defining features of your programming including your differentiators from your competition

2.2.1.5. Continue to have staff training on sales throughout the season.

2.2.2. Ensure you have all program details ready for the sales staff to reference in printed form or via a web interface.

2.2.3. Review all ‘arguments’ for and against starting whitewater kayaking focusing on key fear factors and common impressions

2.2.3.1. Sample Template

2.2.3.2. Create a list for staff to have on hand of these arguments

2.2.3.3. Training should feature ‘practice’ and/or call shadowing with these arguments ensuring they are easily recognized and reacted to appropriately

2.3. Phone processes must be friendly to inquiring parents and students who are harboring any potential resistance to a sport they do not know.

2.3.1. Phone manners and phone message should NOT be informal but reassuring and semi-formal in tone.

2.3.2. Always ensure a direct answer to all calls when booking season commences.

2.3.2.1. Multiple lines should be implemented to avoid costly messages.

2.3.2.2. Only one out of 10 callers will leave a message!

2.3.2.3. Always have a call forwarding set when office is vacant.

2.3.3. A database of all information and inquiries must be kept for future reference, booking and marketing. This can be a full reservations system or an Excel based system (templates included)

2.3.3.1. Name, telephone number and email address must be collected as a minimum form EVERY phone call to the school no matter the inquiry.

2.3.3.2. Staff must collect information on “how they heard about us” information.

2.3.3.3. Staff must have a form in either manual or web/network format to collect this information. All manual forms must be entered into the reservations system or the Excel spreadsheet at the end of the shift highlighting any and all followup.

2.3.3.4. Details collected include:

2.3.3.4.1. Date of call

2.3.3.4.2. Name (first and last separated)

2.3.3.4.3. Company/Organization

2.3.3.4.4. Address info (separated fields)

2.3.3.4.5. Telephone

2.3.3.4.6. email address

2.3.3.4.7. web address (where necessary)

2.3.3.4.8. How they heard of you

2.3.3.4.9. Description of interest

2.3.3.4.9.1. Check off program(s) appropriate

2.3.3.4.9.2. Booking date

2.3.3.4.9.3. Confirm booking (check off)

2.3.3.4.9.4. Guide/instructor request

2.3.3.4.10. Follow-up necessary

2.3.3.4.10.1. Date to follow-up

2.3.3.4.10.2. Issue to resolve

2.3.3.5. All those on this list need to be placed on the email and direct mail mailing list.

2.3.4. Weekly sales reviews need to be done focusing on sales leads numbers, follow up issues and successful reservations.

2.3.4.1. Review sources of leads and reestablish any marketing programs necessary for further success.

Documentation required

  • Sales plan
  • Sample output of customer list (not full list)
  • List of arguments reservations staff may face, with their solutions

WK Services Offered

  • Sales and reservations articles at www.worldkayak.com

1. Sales and Reservations

Are you assured that all those who phone with interest in our sport are adequately informed, continually kept in touch and every possibility in bringing them into our sport has been exhausted.

Yes / No

Definition and Goal

Kayak school sales and reservations teams are our front lines and key to our engaging more and more participants. It is important to have our best foot forward and do all necessary to ensure that we increase the effectiveness of our sales, follow-up and closing processes. Kayak educators need to show that reservations staff is conscious of the reasons that potential beginner paddlers may NOT agree to joining a class.

Compliance

Kayak schools must show a sales plan highlighting the steps they have taken to ensure all calls and inquiries are met with professionalism and argument that ensures sales.

Standard Elements

The following are key elements to the compliance of this standard:

1.1. A Sales Plan must be outlined for staff reference

1.1.1. Highlight Goals and milestones

1.1.2. Mark out all processes in a flow chart outlining where all leads must travel within your organization

1.1.2.1. Sample included

1.2. Those on the phone for sales must have experience or suitable training within the kayak instructional sales process

1.2.1. All staff must see instruction in action on a regular basis whether it be as a student, teaching or shadowing

1.2.1.1. Provide staff days on the river allowing staff time to paddle, learn, and engage as enthusiasts themselves.

1.2.1.2. Teach all staff the basic course on flatwater for an effective introduction

1.2.1.3. Show new / non-kayaking staff videos of instruction (preferably the full curriculum) to help those not open to kayaking at least a sample of the user experience.

1.2.1.4. Have a training session at the onset of the season reviewing all defining features of your programming including your differentiators from your competition

1.2.1.5. Continue to have staff training on sales throughout the season.

1.2.2. Ensure you have all program details ready for the sales staff to reference in printed form or via a web interface.

1.2.3. Review all ‘arguments’ for and against starting whitewater kayaking focusing on key fear factors and common impressions

1.2.3.1. Sample Template

1.2.3.2. Create a list for staff to have on hand of these arguments

1.2.3.3. Training should feature ‘practice’ and/or call shadowing with these arguments ensuring they are easily recognized and reacted to appropriately

1.3. Phone processes must be friendly to inquiring parents and students who are harboring any potential resistance to a sport they do not know.

1.3.1. Phone manners and phone message should NOT be informal but reassuring and semi-formal in tone.

1.3.2. Always ensure a direct answer to all calls when booking season commences.

1.3.2.1. Multiple lines should be implemented to avoid costly messages.

1.3.2.2. Only one out of 10 callers will leave a message!

1.3.2.3. Always have a call forwarding set when office is vacant.

1.3.3. A database of all information and inquiries must be kept for future reference, booking and marketing. This can be a full reservations system or an Excel based system (templates included)

1.3.3.1. Name, telephone number and email address must be collected as a minimum form EVERY phone call to the school no matter the inquiry.

1.3.3.2. Staff must collect information on “how they heard about us” information.

1.3.3.3. Staff must have a form in either manual or web/network format to collect this information. All manual forms must be entered into the reservations system or the Excel spreadsheet at the end of the shift highlighting any and all followup.

1.3.3.4. Details collected include:

1.3.3.4.1. Date of call

1.3.3.4.2. Name (first and last separated)

1.3.3.4.3. Company/Organization

1.3.3.4.4. Address info (separated fields)

1.3.3.4.5. Telephone

1.3.3.4.6. email address

1.3.3.4.7. web address (where necessary)

1.3.3.4.8. How they heard of you

1.3.3.4.9. Description of interest

1.3.3.4.9.1. Check off program(s) appropriate

1.3.3.4.9.2. Booking date

1.3.3.4.9.3. Confirm booking (check off)

1.3.3.4.9.4. Guide/instructor request

1.3.3.4.10. Follow-up necessary

1.3.3.4.10.1. Date to follow-up

1.3.3.4.10.2. Issue to resolve

1.3.3.5. All those on this list need to be placed on the email and direct mail mailing list.

1.3.4. Weekly sales reviews need to be done focusing on sales leads numbers, follow up issues and successful reservations.

1.3.4.1. Review sources of leads and reestablish any marketing programs necessary for further success.

Documentation required

Sales plan

Sample output of customer list (not full list)

List of arguments reservations staff may face, with their solutions

WK Services Offered

Sales and reservations articles at www.worldkayak.com