Sales Quality & Call Analysis
- Listen to and evaluate consultant sales calls to assess sales techniques, client engagement and overall quality.
- Identify opportunities to improve rapport building, questioning techniques, client needs analysis and closing techniques.
- Provide constructive, practical feedback to consultants and identify areas requiring additional coaching.
- Develop and maintain call quality standards and sales evaluation criteria.
- Work alongside the Sales Managers to identify recurring performance gaps.
Sales Process & Performance Improvement
- Evaluate the full sales journey, from initial enquiry through to provisional booking and confirmed sale.
- Ensure consultants are following the correct sales processes and procedures.
- Identify inefficiencies, bottlenecks and missed opportunities within the sales process.
- Review how consultants manage enquiries, follow-ups, quotations and client communication.
- Recommend improvements to increase conversion rates and improve the overall client experience.
Lost Lead & Conversion Analysis
- Investigate lost leads and identify the reasons behind unsuccessful conversions.
- Analyse CRM data, consultant activity and client communication to establish where potential sales opportunities were lost.
- Identify trends relating to pricing, response times, product knowledge, client engagement and follow-up practices.
- Provide actionable insights to Sales Managers to improve team conversion rates.
Itinerary & Sales Quality Reviews
- Review newly created consultant itineraries to ensure accuracy, quality and adherence to company standards.
- Assist with reviewing invoices and quotations where required.
- Identify errors, inconsistencies and opportunities to improve the quality of proposals presented to clients.
- Ensure consultants are presenting itineraries that meet the expectations of the luxury safari market.
Consultant Development & Coaching
- Assist with call training and ongoing sales development.
- Identify consultants who require additional support and recommend targeted training.
- Help develop call scripts, sales guidelines, quality checklists and best-practice resources.
- Share successful sales techniques and examples with the wider sales team.
- Work closely with the Sales Managers to improve consultant confidence, sales ability and consistency.
- Compile regular reports on call quality, sales processes, lost leads and recurring performance trends.
- Analyse CRM and communication data to identify areas of improvement.
- Present findings and recommendations to the Sales Managers.
- Track whether implemented process improvements are delivering measurable results.
Industry Experience - Non-negotiable
- Previous experience within the safari, luxury travel or African tourism industry.
- A strong understanding of the African safari product, including lodges, destinations, safari experiences and travel itineraries.
- Previous experience working directly with the sales process within a safari operator, luxury tour operator or relevant travel business.
- Understanding of how luxury safari enquiries are managed, quoted, converted and booked.
- Experience working with high-end international clients.
- Proven understanding of consultative sales and the full sales lifecycle.
- Experience with client relationship management, lead management and sales conversion.
- Strong understanding of sales techniques, objection handling, follow-up strategies and closing.
- Ability to identify weaknesses in a sales conversation and provide meaningful feedback.
- Strong analytical skills with the ability to interpret sales data and identify trends.
- Excellent verbal and written communication skills.
- Strong attention to detail.
- Confident in providing feedback and challenging existing processes where necessary.
- Comfortable working with CRM systems and analysing client communication records.
- Highly organised with the ability to manage multiple priorities independently.
- Proactive, solutions-driven and commercially minded.