1. Lorri Cohn, Director of Sales, Shore Excursions Group
Cruises and Tours Unlimited / OutsideAgents.com - Consultant Training
Lorri Cohn, Director of Sales, Shore Excursions Group

2. Learning Objectives
In this short but informative webinar learn how you will:
Become more valuable to your clients by offering value added services, saving them money and time!
Grow your customer loyalty, repeat and referral business.
Be the One Stop Shop your clients need, and offer them the opportunity to enhance their cruise and vacation experience with high quality, low cost shore excursions.
Earn More MONEY! Your clients are buying excursions from somewhere – if not you, you are losing money!
Learn about the company, policies and procedures
See a demo of how the site works.

3. About Us
Formed by two former travel executives from cruise and tour operator industries
Offer less expensive, higher quality excursions
Cover all of the key cruise destinations, with more ports being added each week
Easy to use reservations system
Customer service is a priority
Team comprised of excursion experts
We pay commission to travel agents

4. Our Value Proposition
Lower Prices - Our shore excursions are priced lower than those offered by the cruise lines. 
Smaller Excursion Sizes - Most of our excursions travel in much smaller groups of people than those offered by the cruise lines.
Personalized Service - Unlike the cruise lines and most online travel companies, we encourage agents and customers to speak with us.
Money Back Guarantee - To the extent customers are dissatisfied with their excursion, we offer a full refund.
Guaranteed Return to Ship – We guarantee to get our customers back to the ship on time.
Commissionable - Cruise lines commission on shore excursions is 0!

5. Our Excursions
Over 2,000 excursions in all of the key cruising destinations around the world
Alaska (6 ports)
Caribbean (27 ports)
Europe (41 ports)
Bermuda (3 ports)
Hawaii (6 ports)
Mexico (10 ports)
Canada / New England (8 ports)
South America (8 ports)
Panama Canal (7 ports)
Australia/New Zealand (8 ports)
Wide variety of experiences
Types: Scenic, Cultural, Active, Water/Beach, Culinary
Activity Levels: Easy, Moderate, Difficult
Excursion Sizes
Standard: more than 20 people (23% of excursions)
Small: range in size from 2-20 people (42%)
Private: private party (35%)

6. The Web Site Intended to be visually appealing and interactive
Designed for easy shopping and booking
Allows customers to see excursions for their specific cruise:
Ship / Sail Date
Itinerary Page
Excursions

7. Using the Website
We have created a unique link to the shore excursions site for you, where is your agency’s unique SEG Affiliate ID, along with your address
You can book on your customer’s behalf by clicking on this link OR you can direct your clients to this link to book for themselves
This link tells our system that you are the agent of record
When you or your customers are on the excursions website they do not need to sign in or sign up – just book from your link!
If you are booking on your customer’s behalf please enter all information as if you are the customer (not your information)

8. Web Site Demonstration Site Group
The Web Site
Web Site Demonstration
Site Group

9. After the Booking Bookings are requests that need to be confirmed
Credit card is authorized (not charged) at time of booking
Within 30 minutes of booking customer receives a notice that we’ve received the order.
Bookings are confirmed within 3 days
When the booking is confirmed
Credit card is charged
Electronic ticket is sent to customer and agent

10. Variety of Options

11. E-Ticket Electronic ticket must be brought to the excursion.
The electronic ticket includes:
Names
Excursion
Date/time
Detailed meeting instructions
Local representative contact information
Shore Excursions Group 24/7 hotline

12. Policies
We don’t take bookings for tours in hopes of meeting minimums! We have Guaranteed Departures!
Excursions are fully refundable up to 14 days before the date of the tour, at which point they become non-refundable (unless noted otherwise).
Excursions are fully refundable if the ship is late or misses port or if the excursion is canceled due to weather, mechanical issues, etc.
Suggest customers book excursions at least three days before their sail date so that we have time to fulfill their orders
For a $25 expedite fee, customers can book within 3 days of their departure, and we will only charge the fee if we are able to confirm the tours
All commissions are paid to your HQ by check the month following the month of travel. Commission questions are to be directed to Support Services

13. Marketing
Shore excursions sales are optimized through multiple contacts with customers:
Point of sale – excursion sales pitch
Active promotion – send customers your link
Telephone or in person contact – another sales pitch
s – sent automatically with your unique link (pending)
Most excursions sell within 6 weeks of the cruise departure

14. Marketing – Sample Email

15. Average Customer Rating
Service
Guaranteed quality – full money back guarantee
Heavy focus on operator quality – comprehensive evaluation process with low tolerance for service problems
Guaranteed return to ship – we guarantee to get our customers back to the ship on time
We take your calls!
Customer feedback process to continually monitor quality
Average Customer Rating
is 4.4 out of 5.0 stars

16. Overcoming Barriers Barrier Response
I am uncomfortable booking with a company I don’t know
SEG is a market leader and expert in delivering excellent experiences
I’d rather just book with the cruise line
Cruise line prices are higher and the quality is lower
I could miss the ship
SEG has never had a customer miss a ship. If this occurred, SEG would pay all costs to get you to the next port and pay $500/person
I prefer to explore on my own
You may miss the best things to see and do
I want to wait and think it over
The best excursions sell out in advance

17. Recent and Upcoming Enhancements
New Cancellation Protection Plan
Many more deals and promotions
New low cost tours in Europe especially for this summer!
More excursions in the Caribbean

18. Support
We pride ourselves on excellent service to both agents and customers
For bookings and excursion questions, our Excursion Experts are available to assist you Mon – Fri from 9:00 – 6:00 EST.
Call us – or the number on your home page
us:
For Shore Excursions Group questions, please contact Lorri Cohn
- me

19. Support
On behalf of all of us at Shore Excursions Group, thank you for your time today! We look forward to helping you grow your business!
Thank you!