How to Ask for Phone Number
When a guest originally calls, answer:
Agent: "Bend Vacation Rentals, this is Jane speaking, with whom am I speaking with?"
Caller: “Jim”
Agent: “Thank you Jim, in case we are disconnected during this call, could I verify your phone number please? Is the best number to call you back xxx-xxx-xxxx?”?
Caller: “No, call me back at xxx-xxx-xxxx.”
Agent: “Okay, is this a work number, a cell phone, or a home phone?”
Caller: “Home phone.”
Agent: “Thank you. Is there another number in case we need to contact you in the future regarding your reservation inquiry?”
Caller: “Yes – xxx-xxx-xxxx”
Agent: “And is that a cell phone?”
Caller: “Yes”
Agent: “Thank you Jim, how can I help you today?”
What works for this opening?
- Jane is taking control of the call right away.
- She has verified the BEST number in which to call him back.
- She has Jim’s name which helps to personalize the call.
Objections: If they do not want to give a second number then just say thank you.
Calling a Lead Back for a Second Chance Booking
When an agent calls a lead back, it is important to establish a positive experience right away!
Agent: “Hi Jim, this is Jane from Bend Vacation Rentals. You called Bend Vacation Rentals on August 17th and inquired about our properties. Do you have a few moments to talk about your next Bend vacation?”
Caller: “Sure, I have a few moments.”
Agent: “I have a promotion that we are offering folks that have expressed interest in our properties. Because we have higher than normal inventory for the week of Sept 15th, we can offer you that week for a 20% discount. Is this something you would be interested in?”
Caller: “Yes.”
Agent: “Excellent, I have three properties that meet the criteria that you are looking for. A, B, and C…"
(Describe properties).
Agent: “Shall I reserve those for you now?”
Caller: “I need to talk to my wife.”
Agent:“Okay, just to let you know, I do need to get these properties booked right away, so I will be calling other interested callers until I am able to secure a booking. Are you sure you don’t want to book today?”
Caller: “No.”
Agent: "Okay, when will you be able to confirm with your wife?”
Caller: “I can call her in a few hours.”
Agent: “Okay, Jim please call me back after you speak with your wife at xxx-xxx-xxxx . I will not be able to guarantee that these properties will still be available but we will do our best to help you with your next Bend vacation.”
(Then call him back if you do not hear from Jim!)
Note – “You called Bend Vacation Rentals on August 17th and inquired about our properties” – this should stop the lead from asking how your company got their phone number."
Version 2 - Objections
Agent: “Hi Jim, this is Jane from Bend Vacation Rentals. You called Bend Vacation Rentals on August 17th and inquired about our properties. Do you have a few moments to talk about your next Bend vacation?”
Caller: “No I don’t Jane – I’m at work right now.”
Agent: “I have some excellent promotions that we are offering folks that have expressed interest in our properties. What day and time works best for me to call you back?”
Caller: “You don’t need to call me back. We booked our vacation.”
Agent: “Okay, thank you for your time Jim. Have a wonderful vacation.”
Your agents will become good at “reading” their leads and knowing the right questions to ask. One interesting fact is the agent that is able to break through to a tough person on the phone will get the booking! So remember to stay positive, and do not take objections personally, move onto the next caller and you become more comfortable with outbound calling!