Workflow to Qualify 20 Mins

Priority Work Plan:

Priority	Action	Why It's Important	Technique/Trick
1	Verify the Customer's Legitimacy	To ensure that the request is genuine and to avoid spending time on invalid leads.	Google search the customer's name and cross-reference with location clues (e.g., Norway). Use LinkedIn to verify their professional background. Look for signs like a Gmail address or preferences (e.g., departure time) to assess credibility.
2	Call the Customer for Confirmation	Direct contact helps qualify the lead and ensures you have the correct details before proceeding.	Call and introduce yourself as their account manager. Confirm flight details (e.g., time, destination) and ask specific questions that require an answer (e.g., "Do you have an aircraft preference?").
3	Check Flight Details and Preferences	Accurate information leads to more relevant quotes and better customer satisfaction.	Look for flight preferences in the system (e.g., empty leg requests, standard citation jets) to gauge legitimacy. If default times (e.g., 11 a.m.) are used, ask for the customer’s actual preferred time to gather more specific information.
4	Qualify the Request (Departure and Return)	Legitimate customers often request flights with specific times, such as for business purposes.	If departure and return times are reasonable and show a one-day trip (e.g., 1 p.m. departure and 9 p.m. return), it signals seriousness. A one-passenger request can also suggest business intent, helping you prioritize.
5	Document Findings in Notes	Keeping track of customer interactions and findings ensures smooth handoff if needed.	Take notes on any relevant information gathered from Google, LinkedIn, or other sources. Document call attempts and details in the notes section for tracking progress.
6	Send an Email if the Call is Unanswered	Follow-up via email keeps the communication line open and allows the customer to respond at their convenience.	If you can't reach the customer by phone, send an email introducing yourself and mentioning you tried to call. Ask them for a good time to reach them.
7	Request Quotes and Provide Basic Information	Even if the customer hasn't fully responded, preparing basic quotes ensures that you are ready with options.	If the customer appears credible and you've gathered basic details (e.g., number of passengers, luggage), request the most economical quotes. Add quotes to ensure the sourcing team is already working on options.
8	Be the First to Respond	Being proactive and quick to offer options increases the chance of securing the customer's business.	Ensure you provide quotes and options as quickly as possible to be the first provider they hear from.

Additional Tips from Antonio:

Ask Open-Ended Questions: When you get the customer on the phone, ask questions that require them to respond with specific details (e.g., aircraft preferences). This not only provides you with more information but also keeps them engaged.
Legitimacy Cues: Customers who provide detailed flight times or ask for specific aircraft types tend to be more serious about booking. Default timings like "11 a.m." can be a red flag for non-serious inquiries.
Keep the Interaction Warm: Antonio emphasizes keeping a friendly tone and ensuring the customer feels comfortable, even if the request turns out not to be legitimate.