DIRECT SALES TEAM & DISCOUNT POLICY

Our Direct Sales Team is a dynamic and results-oriented group that plays a crucial role in our company's growth and success. Composed of skilled and motivated individuals, this team is adept at building strong connections with clients and prospects alike. With a deep knowledge of our products and services, they excel at presenting tailored solutions that address the unique needs of each customer. Their exceptional communication and negotiation skills, combined with a customer-centric mindset, make them adept at turning prospects into loyal, long-term clients. They are always ready to adapt to evolving market trends, employing innovative strategies to stay ahead of the competition. Collaborative and driven, our Direct Sales Team consistently achieves remarkable sales targets while maintaining the highest standards of professionalism and integrity. They are the driving force behind our company's growth and play a pivotal role in forging lasting partnerships with our valued customers.

DISCOUNT POLICY

LEAD CLOSURE

Evolve Back Resorts has been integrated with LeadSquared, a versatile and effective CRM Automation solution that empowers businesses to manage leads, streamline marketing efforts, and drive revenue growth. We feel privileged to have more than 300 guests call/mail us every day for a holiday at Evolve Back Resorts. We refer to these queries as “leads” and believe that every guest who contacts us deserves nothing less than a world-class “Purchase Experience”. The entire process of how to handle a lead from the first interaction till the time they check out is referred to as “Lead Management”.

When a call is received on the board line (website number), the system allows executives to identify the customer details if the same is already stored in our database. However, if a new customer is calling us for the first time, a new lead will be created. By following these steps, executives should ensure that all relevant details of the new customer are recorded in the database, enabling effective communication and engagement with them in the future.

There are 4 types of Closures of a Lead during your first interaction with them:

• Follow-up Process and Closure: Once the executive has engaged in a successful discussion with the guest regarding their holiday plans, they proceed to update the lead and task records with all pertinent information. Furthermore, they schedule a task for the upcoming follow-up with the guest to receive updates on their holiday plans. This ensures that the guest's preferences and requirements are well-documented and that the executive stays on track with delivering a personalized holiday experience thereby resulting in closure of the booking and receiving the payment.

• Incoming Query Not Follow-up: Following a detailed discussion with the guest regarding their travel plans, it may be determined that the guest will not be proceeding with the reservation. This decision can be due to various factors such as pricing concerns, room availability issues, inflexibility with travel dates or resort choices, booking through an alternative channel, and other reasons.

In such scenarios, the executive's next step is to formally close the lead by transferring the specific inquiry to the "Incoming Query Not following up" category without scheduling further follow-ups. This approach allows for one final opportunity to reach out to the guest and make a final attempt to secure the sale. By doing so, the team maximizes their chances of addressing any lingering concerns and potentially converting the guest's interest into a confirmed reservation.

• Assisting the guest of another executive: When an executive receives a call from a guest who was originally in contact with another executive, it is essential to provide immediate assistance and address any queries or concerns to the best of their ability. The current executive should promptly compose an email to the corresponding executive who was initially handling the guest. This email should provide a comprehensive update about the interaction they had with the guest. If the guest expresses a strong preference to speak directly with the original executive, the current executive should inform the guest of a specified timeline for the callback. An email should then be sent to the corresponding executive, informing them of the agreed-upon timeline for contacting the guest. This process ensures clear communication and a smooth transition of the guest's interaction with executives while maintaining a high level of guest satisfaction.

• HOD Approval for not moving to Incoming Query Not Follow-up: In certain scenarios, guests may request that we refrain from initiating further communication with them until they have made a decision about their travel plans for a different date. In such cases when the guest explicitly asks to limit interactions until they have more clarity on their travel plans, the executive should duly note this request and seek permission from their respective Head of Department (HOD) to honor the guest's request and temporarily suspend proactive follow-up communication. Instead of moving the specific query to the "Incoming Query Not Following Up" category, the executive should retain the query in an accessible and organized manner within the system. By following this approach, the executive ensures that the guest's preferences are respected, and email clutter is minimized, all while maintaining the ability to provide excellent service when the guest decides to re-engage with us for their travel plans.

It is crucial to acknowledge that, despite the best efforts of our executives, there may be instances during a conversation when technical difficulties, such as network issues or unexpected disconnections, disrupt communication with the guest. In such cases, all executives irrespective of their wired hours should take proactive steps to address the situation by promptly initiating an outbound call to the guest. During this outbound call, the executive should begin by apologizing to the guest for any inconvenience caused by the interruption in the conversation. This demonstrates a commitment to delivering exceptional customer service and ensuring that the guest's needs are met, even in situations where communication hurdles may arise.