Inbound Sales Processes

Goal: Efficiently and effectively onboard as much T0/1 tour and activity supply as possible. In doing so, open-up more time for AE’s to focus on closing bigger deals (T2+).

Operations

Lead Generation will load all sales inquiries into Close. Already contacted demo requests will be assigned directly to the AE working the lead. If the company Lead Type is 1 – Tiny and hasn’t been communicated in 30+ days, assign directly to Inbound Sales.

New Demo Requests

• For the Mainland U.S. and Hawaii, new demo requests will be assigned to Sales – Owner: FareHarbor Corporate.
• Please mark the INS – Owner: with the name of the Inbound Sales representative.
• Set a task for Inbound Sales as well.
• This is for all new demo requests, except for Escalations and Referrals that are outlined below.

Escalations

Escalations will go directly to Sales Ops, then assigned to an AE.

• Escalations are defined as New Demo requests that are activity companies with over 100 TA Reviews or over 500 Organic Search, or any new big attraction like Artechouse.

  • These are companies with high revenue potential and/or require a more nuanced level of service.

    • Example of an escalation that went to an AE.
    • Example of a company with high Organic Search not to escalate. (Reseller / Lodging).

• If, after an initial conversation, Inbounds Sales decides a lead should be to Needham, Inbound will set Sales Ops a task: “Escalation”

Referrals

The Sales – Owner on the referrer account has the option to onboard the referred. Many of these are Tier 0/1 companies that will be passed to Inbound Sales.

• Lead Generation can set the AE a task, saying “Demo Request – Referral – If you don’t want, please pass to Inbound Sales” (screenshot below).

• If the Sales – Owner is no longer an AE, the lead can be assigned directly to Inbound Sales.

  

FOR AE’s

Passing leads to inbound sales

If you receive a demo request that you don’t want, please leave a detailed note on where the lead is at in the sales process, and any communcation you’ve had. Provide as much context as you can.

Then, set Inbound Sales a task: “Demo Request”.

If you miss a call/email, you are not eligible to pass a lead off. If you mess up, own it — do not dump the problem onto someone else’s plate.

Bad Fits

Who can mark it?

If a demo request comes in that is obviously not a tour company, Lead Generation has the ability to mark leads as Bad Fit.

• Example

If unsure, please pass to Inbound Sales who will screen and evaluate the lead. Inbound Sales has the discretion to determine if a lead is a bad fit, switch the status, and mark the Bad Fit custom field.

Lead Generation will eventually do a sweep and remove Sales – Owner for Bad Fit and Business Ended leads.

For AE’s: If you have a lead that you think is a Bad Fit, please set a task for a Sales Manager.

If lead is a bad fit:

• Check “Who can mark it?” section above to see who is responsible for changing the status.
• Switch lead status to “Bad Fit”

• Marks “Bad Fit” custom field in Close with reasoning. Options include:

  • Advanced ticketing
  • Assigned seating
  • Destination site (no tours)
  • Event
  • Free tours
  • Gym
  • Lodging
  • Member log-in
  • Multi-day vacation
  • Not a tour company
  • Retail
  • Tiny business with no website
  • Transportation / Taxi
  • Travel Agency

• If applicable, leave a note with any additional comments/reasoning.

International

Inbound Sales currently supports Mainland U.S. and Hawaii. New demo requests for Europe and Australia can go to the country managers directly.

If a New Demo request comes in from a country we cannot work with yet, Lead Generation will email client saying we do not support that country yet.

• Example

See all supported countries here.

Exception: Please pass Mexico companies to Inbound Sales.