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How to make an offer to a client?

An attractive offer is the main attraction for netting a client, so special attention should be paid to its making. Before making an offer, the agent needs to make sure they have all the necessary information from the client. The offer must be created based on the client’s requirements, which must include:

• the number of people we are preparing the offer for,

• departure and arrival dates,

• departure and arrival airports,

• any specific requirements (baggage, dietary restrictions, upgrades etc.).

We can use the client’s request to identify how much travel experience they have, how often they have flown, and the client’s general insight into airline tickets. We can use all this information to make an offer – one that must be tailored to each client individually.

What does a great offer look like, and why is it useful to have alternatives?
In case the client does not need fixed dates and is flexible when travelling, we try to find as many alternatives as possible. However, any offer that is tied to the client’s request should always contain more than one alternative based on:

• prices,

• flight duration and transfers,

• departure/arrival date,

• airlines,

• other factors (terms and conditions, baggage, seating, additional services, etc.).

We send the client an offer with and without checked baggage, in case they haven’t specified this requirement initially.

The first offer for the client is tailored to their exact preferences and specifications, and if it cannot be processed due to unavailability of the connection, we propose three alternatives to our clients:

• an offer that is more affordable, but at the expense of comfort (the trip involves more transfers, is longer, or the terms and conditions are not as favourable, etc.),

• an offer that is more expensive, but offers sufficient comfort in terms of the flight and transfers,

• an offer that is different from the request, but contains advantages for the client (different arrival airport with better availability, departure/arrival date, price, etc.).

We usually present the offers from the most attractive – e.g. from the cheapest to the most expensive – in order to capture the client’s attention. An exception may be a client who prefers comfort and quality of service, in which case the price of the ticket may not be of interest, and we can present the offers in a different way.

There are several basic points that a good offer to a client must contain:

• addressing the client by name (if stated) – we treat each client individually and show an interest in their requirements and preferences,

• thank you for using the services of an agent - we are grateful to the client for choosing us for their travels,

• what the client should do - and therefore what information the client should provide us with if they are interested in the offer,

• the possibility of purchasing additional services - insurance, transfer, parking, accommodation etc.,

• price information - the client must be informed that the prices quoted in the offer are not guaranteed, and as an agent, we can only guarantee them after making a non-binding reservation for specific names, or after purchasing the tickets, depending on the airline.

The most common mistakes when making offers
The main mistake when making an offer is not considering the specific requirements of the client (length of flights, direct flights, price, etc.).

Value for money must also be considered – some connections may be less convenient in terms of length and the number of connections compared to other carriers (if we offer a direct flight from Vienna to New York for EUR 500, it makes no sense to send the client an offer with a three-hour connection, when the price of the ticket on the same route with similar time and services is EUR 800).

If we offer multiple alternatives, it is necessary that they differ in something specific and that each is attractive for the client in some way. If the previous situation is flipped – i.e. a transfer flight is cheaper than a direct flight, this is a suitable alternative and our offer may include it (good value for money).

Some flight connections also include transfers to another airport in the same city. Unless the offer provides significantly better value for money than other alternatives, it is not suitable to offer this without notifying the client beforehand. Transfer between airports requires extra money and time to collect your baggage and repeated check-in, not to mention comfort.

How to communicate with the client?
Based on the client’s request and their specification, we can sometimes evaluate what kind of communication suits the client. Some clients prefer a more personal, familiar style of communication, which we can use to make successful sales.

If we have sent an offer to the client and haven’t received a response within 24 hours, it is suitable to contact the client by phone and enquire whether the offer is not to their satisfaction, and if they would like to change any parameters.

When the client is deciding between offers, they usually appreciate the personal experience of other travellers. For instance, airlines and destinations that come recommended or other experience with airports may appeal to the client, reassuring them and making their decision easier.