In the highly competitive world of tourism, where travelers can access hundreds of options with just a few clicks, the art of selling a trip hinges on one crucial element: the discovery call. This initial exchange is far more than a mere formality—it’s a decisive opportunity that can turn a hesitant prospect into a committed client.
At Odys, we have analyzed the impact of this step in detail through our Brief feature. The results speak for themselves: local travel agencies that conduct a discovery call see their conversion rates increase by 103% compared to those that don’t.
So, why is this call so essential, and how does it make a difference? Here are five key reasons why integrating this step into your sales process can transform your results.
80% of the sale happens during this call:
A successful discovery call is your chance to shine as an expert. During this conversation, you bring the destination to life by sharing local insights, addressing travelers' concerns, and tailoring your recommendations to their needs.
A concrete example: A hesitant prospect might be worried about safety in Mexico. Instead of simply sending generic information, a discovery call allows you to reassure them with specific examples:"Travelers love visiting San Cristóbal de Las Casas. This charming town is one of the safest in the country and offers activities for the whole family, far from the hustle and bustle of big cities."
By sharing these details during the call, you not only showcase your expertise but also build trust. And trust is the key to driving a positive decision.
2. Accurate data to reduce back-and-forth and multiple versions:
When a discovery call is well conducted, you gain detailed insights into travelers' specific needs. The result? You present an offer that perfectly matches their expectations, reducing the tedious back-and-forth needed to adjust proposals.
A concrete example: Imagine your prospects tell you they dream of a romantic jungle escape with immersive experiences like a dinner under the stars. Instead of sending them a generic quote with a standard hotel, you can include personalized options, such as a night in an eco-lodge with a private dinner.
This level of precision not only impresses your prospects but also optimizes your time, increasing your overall productivity.
3. Reducing Unpleasant Surprises During the Trip
A deep understanding of your clients' expectations during the discovery call allows you to anticipate and prevent mistakes that could negatively impact their experience.
A concrete example: A couple tells you they are looking for quiet hotels to relax. With this information, you avoid suggesting accommodations in bustling city centers surrounded by lively bars and restaurants. A simple conversation can be the difference between a happy client and a disappointed one.
By taking the time to ask targeted questions during the call, you ensure a flawless travel experience tailored to their needs.
4. Personalized touches to leave a lasting impression:
The discovery call helps you understand your clients’ personalities and interests. This information opens the door to tailored experiences that enrich their trip and create unforgettable memories.
A concrete example: A couple with children mentions that their kids love football. You could arrange a visit to a local stadium or include an activity related to the sport. Such a personalized touch leaves a lasting impression and strengthens the connection between your agency and your clients.
These small but meaningful details are often the key factor that encourages clients to recommend your services or return for their next trip.
5. Sales are primarily emotional
Travel is a deeply emotional decision. During the discovery call, you’re not just selling an itinerary or a price—you’re selling an experience, a dream, an adventure.
A concrete example: During the call, a client shares that they’ve dreamed for years of seeing the Northern Lights. By explaining how and where to maximize their chances of witnessing this phenomenon, sharing stories from past travelers, or even your own experiences, you create an emotional connection with them.
This bond fosters trust and excitement, making the purchase decision feel almost natural.
And you, dear DMCs?
Do you conduct discovery calls with your prospects? If so, what are the most strategic questions you ask to optimize your proposals?
At Odys, we’ve seen that agencies that invest time in these calls achieve spectacular results. So why not integrate this step into your sales process starting today?
Key questions for a successful discovery call:
✅ What experiences are you dreaming of for this trip?
✅ Are you celebrating a special occasion (birthday, honeymoon, etc.)?
✅ Do you prefer accommodations in the city center, a quiet area, or surrounded by nature?
✅ Do you have any dietary restrictions or preferences?
✅ Would you like to include specific activities (cultural, sports, family-friendly, etc.)?
📊 Stats: These insights are based on an analysis from the last six months, excluding leads that did not respond after the first contact. Source: B2C and Lead Generator via Odys, our software for local travel agencies.
Let’s work together to turn discovery calls into decisive moments, converting prospects and creating unforgettable journeys.
Wishing you all a great week! ☀️
Alexia
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