Handle Enquiries & Leads Like a Pro - Lead Management

Modified on Sat, 18 Jul, 2020 at 10:41 PM

About this course


The objective of this training session is to have the knowledge and understanding of how to manage your contact database and how to manage incoming enquiries.


The contact database will contain all of your owners, customers, suppliers, team members, partners, etc…

You can record communications and tasks against any contact type ensuring everything you do is tracked and recorded.  Systemising your processes will ensure you provide a consistent service each and every time.


The lead management module will cover how you log your incoming leads automatically or manually. How you nurture those leads and grow their interest with various offers, our intuitive system will ensure you know when to make contact and ensure nothing is missed.



Lesson 1: How to manage and add contacts and suppliers



About the lesson:


Within this lesson you will learn about the different contact types within your CRM and how you can manage these on a day to day basis.  Your key contacts will be Guests, Owners and Suppliers.


  • Find contacts
  • Add contacts
  • Edit contacts
  • Track communications and notes

Lesson 2: How to customise your admin property search



About the lesson:


Within this lesson you will learn how to customise your property search, this is a critical part for your reservation team.  It is a vital part of an agency that you identify the best fit properties for your guests when they call in, are live on the chat or send an enquiry through the website or email.


To help your team iPro gives you complete flexibility on what amenities and features you highlight per property and these attributes can be added to your own custom search.


  • How to filter properties based on attributes
  • How to customise your search to your agency
  • How to create a primary filter - display the attribute type in the top section of the search



Lesson 3: How to manage incoming phone and chat enquiries





About the lesson:


Within this lesson you will learn how to build quotes and manage your incoming enquiries via iPro providing personalised results to each and every guest.


How can you provide a consistent service when you have multiple people in your reservation team, by using our email templates.


  • How to create an enquiry
  • How to send a quote
  • How to send multiple choices to a guest
  • How to send a booking form link 
  • How to track communication within an enquiry



Lesson 4: How to assign an enquiry to your team




About the lesson:


Within this lesson you will learn how to easily assign an enquiry to your colleague, you will also see how iPro will automatically assign the enquiry when you first open the record.


  • How to auto assign an enquiry when it is set to iPro
  • How to override the allocation and assign to a colleague



Lesson 5:  How to forward email enquiries to iPro and respond via iPro





About the lesson:



Within this lesson you will learn how to setup iPro as your unified inbox with all your enquiries coming into one platform so you can systemise how you respond to each and every inbound enquiries.


You will also learn how to offer alternative properties should the one requested not be available.


  • How to use your private inbound email address
  • How to manage inbound email enquiries
  • How to offer alternative options when the chosen property is not available






Lesson 6: How manage your enquiry workload






About the lesson:


Within this lesson you will learn how to manage and systemise your enquiry workload, within the enquiry dashboard you can prioritise your enquiries from the previous evening.  


You can then prioritise your workload based on the status of the enquiry i.e. On Hold, In Contact, Available, etc...


We will show you how to use different templates to speed up your follow ups and how to automate your follow ups.


  • How to record communications
  • How to filter workload by enquiry status
  • How to merge enquiries
  • How to prioritise your workload based on value of the booking
  • How to distribute enquiries across the team
  • How to send through a customised quote to a guest
  • How to you override the booking rules for a property





Lesson 7: How to place a property on hold and create a call list





About the lesson:


Within this lesson you will learn how to place properties on hold and how to automate the release of the hold.  You can set this by time or you can add an unlimited hold.


How to create a call list so you can easily call enquiries that are on hold one after another.


  • How to use the call list feature within enquiries
  • How to add a property on hold
  • How to add a property on hold without a time limit






Lesson 8: How to merge enquiries and recommend alternatives






About the lesson:


Within this lesson we show you how to easily merge multiple enquiries by the same person, if they haven't used our wish list feature they will come through as multiple enquiries.  However you can easily merge these into one enquiry and reply with all properties in one email.


We also show you how to easily offer alternative properties from within the enquiry when the original property is no longer available.


  • Why you should always allow your guests a way to get in contact
  • How to offer alternatives from within the enquiry
  • How to merge multiple enquiries into one enquiry




Lesson 9: How to setup currency conversion





About the lesson:


Within this lesson we show you how to use the inbuilt currency converter within iPro, you can use market rates or your own fixed rate or even set your own buffer i.e x amount above the base rate.


When you have the currency converter activated you can easily allow guests to book with their own currency.


  • How to update the currency rates
  • How to setup a fixed currency rate



Resources


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How To Guides - Lead & Enquiry Management

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