The difference between travel agencies that convert 18% of enquiries and those that convert 31% isn’t luck. It’s process.
Here’s the 7-day workflow used by top-performing Malaysian travel agencies to turn casual enquiries into confirmed bookings.
Day 0: Enquiry Received
Goal: Respond within 1 to 2 hours during business hours.
When an enquiry comes in (WhatsApp, Facebook, form, phone), the clock starts.
Actions:
- Lead captured (automatically or manually)
- Assigned to available agent
- Respond within 1 to 2 hours
- Ask qualifying questions
Status change: New → Contacted
Sample Response:
“Hi! Thanks for reaching out about Japan packages. I’m Aida from ABC Travel. Happy to help! 😊
Quick questions:
- When are you planning to travel?
- How many pax?
- Any specific places you’d like to visit?
Let me know and I’ll prepare some options for you!”
Key: Be warm, be quick, be specific with questions.
Day 1: Understand Needs
Goal: Get complete requirements before creating a quote.
A rushed quote wastes everyone’s time. Spend Day 1 understanding what the customer actually wants.
Questions to Ask:
- Travel dates (flexible or fixed?)
- Number of travelers (adults, children, ages)
- Budget range
- Must-see attractions
- Accommodation preferences
- Dietary requirements
- Special occasions (honeymoon, anniversary, birthday)
- Previous travel experience
Actions:
- Call or detailed WhatsApp conversation
- Document everything in lead notes
- Confirm understanding before proceeding
Status change: Contacted → Qualifying
Day 2: Send Quote
Goal: Deliver a compelling proposal.
With clear requirements, create a quotation that addresses their specific needs.
Quote Contents:
- Detailed day-by-day itinerary
- Clear pricing breakdown
- What’s included / not included
- Payment terms and booking deadline
- Cancellation policy
Delivery Tips:
- Send PDF attachment + text summary in WhatsApp
- Highlight what makes this package special for them
- Set clear next step
Status change: Qualifying → Quote Sent
Sample Message:
“Hi Puan Aini! Here’s the Japan itinerary we discussed 🌸
7D Tokyo-Kyoto-Osaka 2 adults + 2 kids RM12,500/pax Dates: 25 Mar - 31 Mar 2025
Includes: flights, 4-star hotels, JR pass, airport transfers, travel insurance
📎 Full itinerary attached
Let me know if you’d like any changes! Offer valid until 20 Dec.”
Critical Step:
Set reminder: Follow up in 2 days if no response.
Day 3: Wait (But Be Ready)
Goal: Give them space to review and discuss.
Customers need time to:
- Read the itinerary
- Discuss with family
- Compare with other quotes
- Check their calendar
Actions:
- Monitor for questions
- Respond quickly if they reach out
- Prepare alternatives in case they ask
Don’t chase on Day 3 unless they initiate. You’ll follow up on Day 4.
Day 4: Follow Up
Goal: Re-engage and address concerns.
If you haven’t heard back, follow up proactively.
Sample Message:
“Hi Puan Aini! Just checking in. Did you have a chance to review the Japan itinerary?
Happy to answer any questions or adjust the package if needed. 😊”
Common Objections and Responses:
“Price is too high” → “I understand budget is important. Would you like me to explore different hotel options or adjust the itinerary to bring the price down?”
“Need to discuss with spouse” → “Of course! When do you think you’ll have a decision? I’ll check back then.”
“Comparing with other agencies” → “No problem! Just so you know, our quote includes [unique benefit]. Let me know if you have questions. I want to make sure you have all the info to decide.”
Status change: Quote Sent → Negotiating
Day 5-6: Negotiate and Finalize
Goal: Address final concerns, lock in the booking.
At this stage, the customer is interested but may have:
- Specific changes to itinerary
- Questions about terms
- Price sensitivity
- Date adjustments
Actions:
- Make reasonable adjustments
- Re-confirm final pricing
- Send updated quote if changed
- Ask for commitment with a deadline
Creating Urgency (Honestly):
“Just a heads up. The flight prices for March are likely to increase after this week. If you’d like to lock in the current rate, I’d recommend confirming by Friday.”
Don’t create fake urgency. Real constraints (flight prices, hotel availability, visa processing) are legitimate.
Day 7: Close the Booking
Goal: Collect deposit, confirm booking.
When the customer is ready:
Actions:
- Confirm final itinerary and pricing
- Send payment link for deposit (typically 30-50%)
- Issue deposit receipt
- Create booking record
- Send confirmation with next steps
Status change: Negotiating → Won
Confirmation Message:
“Yay! 🎉 Booking confirmed for your Japan trip!
I’ve received your deposit of RM3,000. Official receipt attached.
Next steps:
- Full payment due by 1 Feb 2025
- I’ll send the visa application guide next week
- Flight tickets will be issued after full payment
Excited to plan this trip with you! 🌸”
After the Booking: Don’t Disappear
The relationship doesn’t end at booking. Stay engaged:
- Send visa guidance
- Share packing tips
- Provide travel insurance reminders
- Check in before departure
- Request referrals after return
Happy customers become repeat customers and referral sources.
When Leads Don’t Convert
Not every lead becomes a booking. When marking as lost, record why:
| Reason | Action |
|---|---|
| Price too high | Review pricing or target market |
| Booked with competitor | Improve speed or value proposition |
| Dates not available | Widen supplier network |
| Changed plans | No action needed |
| No response | Improve follow-up cadence |
Track these patterns. They tell you where to improve.
Timeline Summary
| Day | Stage | Key Action |
|---|---|---|
| 0 | New → Contacted | Respond within 1 to 2 hours |
| 1 | Qualifying | Understand needs deeply |
| 2 | Quote Sent | Send compelling proposal |
| 3 | (Wait) | Wait, be responsive |
| 4 | Negotiating | Follow up, address concerns |
| 5-6 | Negotiating | Finalize details |
| 7 | Won | Collect deposit, confirm |
Read the Full Series
- Part 1: Lead Management for Travel Agencies: Complete Guide
- Part 2: 6 Pain Points of Managing Multi-Channel Enquiries
- Part 3: Why WhatsApp Alone Fails at Lead Management
- Part 4: From Enquiry to Booking: The 7-Day Workflow
- Part 5: E-Invoice Compliance for Malaysian Travel Agencies
Ready to implement this workflow?