Virtuoso Lead Generation

Toolkit

Virtuoso Lead Generation Program Overview ............................................................................................................................. 3

Lead Gen Program Participation Requirements ......................................................................................................................... 19

SAMPLE EMAIL RESPONSE SCRIPTS ............................................................................................................................................ 22

Additional Links .......................................................................................................................................................................... 24

Virtuoso Lead Generation Program Overview For Advisors

Updated: 5/1/14

Participation in the Virtuoso Lead Generation program is subject to Virtuoso approval. Advisors must be in

good standing, meet all program requirements and sign a participation requirements agreement accepting

the program conditions.

MAJOR PROGRAM REQUIREMENTS Complete advisor profile – Advisor/IC must maintain a complete profile (see Lead Gen FAQ for

profile requirements).

Virtuoso Reviews & Recommendations – Advisor/IC must participate in Virtuoso Reviews &

Recommendations.

Training – Advisor/IC must complete the Lead Gen training, which will ensure your ability to explain

fees, what Virtuoso is and how it benefits the customer, and explain your value as it relates to service

fees.

Initial consultation services fee - All advisors, IC’s included, should charge an initial consulting fee

(usually between $100 and $1,000, based on the complexity of the trip) on their first sale to a

virtuoso.com lead, and must charge this through their host agency. Exceptions may be made at

advisor’s discretion for new clients or for simple itineraries. Lead gen prospects will be aware of the

consulting fee as Virtuoso will have communicated this during virtuoso.com registration.

MAJOR SERVICE RESPONSIBILITIES Responsiveness - Advisors must respond to leads within 24 hours.

CRM – Advisors must enter leads into ClientBase+ (or other CRM that syncs with Virtuoso) by the end

of the next business day.

Marketing – Advisor must send Virtuoso marketing to leads, and must provide Virtuoso with the

leads’ complete contact information including email address.

Client chemistry – If advisor isn’t able to establish positive rapport with a lead, advisor must turn

the lead back over to Virtuoso through the Contact Center so they can be referred to an alternate

advisor.

For the complete list of requirements and responsibilities, please speak with your owner/manager or read the

Virtuoso Lead Generation Participation Requirements agreement.

CLIENT MATCHING AND LEAD DISTRIBUTION PROCESS

Visitor registers on virtuoso.com with their name and email address.

If the email address doesn’t match any address already in ClientBase+, the potential client is asked to

pick a Lead Gen advisor to connect with.

The advisor receives an email (with the Agency Contact copied, if applicable) that includes the lead’s

name and email address.

Advisors must respond to leads within 24 hours (making use of one of the suggested email template

scripts as a baseline) to introduce themselves, and enter leads into ClientBase+ by the end of the

next business day.

Advisors have one year to make a sale, and become the agent of record. After that time, Virtuoso will

reclaim the lead for re-distribution and marketing.

TO PARTICIPATE

Participating advisors complete profiles per the Lead Gen program requirements

Participating advisors complete the Virtuoso.com Lead Gen curriculum in the Virtuoso

Travel Academy.

Participating advisors read and digitally “sign” the Lead Gen Program Participation

Requirements agreement in the Virtuoso Travel Academy

Participating advisors request to be “turned on” through Owner/Manager

Owner/Manager verifies that participating advisors meet all requirements

Owner/Manager notifies help@virtuoso.com to “turn on” advisor for Lead Gen

FREQUENTLY ASKED QUESTIONS

QUESTION: Can individual advisors be opted in/out of the Lead Gen program, even if the agency is opted in

for Lead Gen?

ANSWER: Yes, your Agency Lead can opt individual advisors in or out of the Lead Gen program, as long as

the agency is participating in Lead Gen and the individual advisor is opted in for Reviews &

Recommendations.

For temporary out-of-the-office situations, please see pages 10/11 below.

QUESTION: What are the agency requirements for Lead Gen participation?

ANSWER:

Agency must utilize Composer Reports and provide all sales data related to the Program with

Virtuoso.

Agency must use ClientBase+ or other CRM that adequately syncs with Virtuoso

Owners/Managers (Agency Lead) must pre-qualify their participating advisors by ensuring that all

Lead Gen program prerequisites are met

Agency must execute the Lead Gen Program Member Agreement and return it to Virtuoso

Member and advisors must remain in good business standing with Virtuoso as defined in the then

current Virtuoso Member Agreement and current Conditions of Membership

Advisor must be opted in for Reviews and Recommendations by the Agency Lead

Advisor must complete their virtuoso.com advisor profile (to include photo, years of experience, at

least three travel interests, at least one language, at least five locations on the “Places I Have

Visited” map and a bio)

Advisor must book all leads under host agency ARC/IATA and Virtuoso Member Number

Advisor must complete the Virtuoso.com Lead Gen curriculum in the Virtuoso Travel Academy

Advisor must be able to explain to leads that advisor’s fees may be higher for subsequent sales

Advisor must be able to explain what Virtuoso is and how it benefits the lead

Advisor should charge standard consultative fee (usually starting at $100, depending on trip) for

initial sale/consultation through Member agency. Exceptions may be made at advisor’s discretion

for new clients or for simple itineraries. Independent contractors must charge this Fee through their

host agency.

Advisor must understand that they can be removed from the Lead Gen Program at Virtuoso’s

discretion, and that lack of adherence to the Program rules could put their member agency

membership with Virtuoso at risk

Advisor must respond to new leads (received via email from Virtuoso) within 24 hours and this

response should include an attempt to speak to the lead in person or by phone vs. email.

Advisor must notify Virtuoso when they have contacted a new lead via the link in the email

notification they receive from Virtuoso

Advisor must enter new leads into ClientBase+ or other CRM which adequately syncs to Virtuoso

by the end of the next business day after receiving the lead

Agency represents and warrants that all applicable Seller of Travel registration(s) are maintained

and in compliance with all applicable Seller of Travel laws and regulations.

QUESTION: What are the advisor requirements for Lead Gen participation?

ANSWER:

Advisors must be pre-qualified by Owners/Managers prior to participation

Advisor must remain in good business standing with Virtuoso as defined in the then current

Virtuoso Member Agreement and current Conditions of Membership

Advisor must be opted in for Reviews and Recommendations by the Agency Lead

Advisor must complete their virtuoso.com advisor profile (to include photo, years of experience, at

least three travel interests, at least one language, at least five locations on the “Places I Have

Visited” map and their bio)

Advisor must book all leads under member agency ARC/IATA and Virtuoso Member Number

Advisor must complete the Virtuoso.com Lead Gen curriculum in the Virtuoso Travel Academy,

including digitally executing the Lead Gen Program Participation Requirements document

Advisor must be able to explain what Virtuoso is and how it benefits the lead

Advisor should charge standard consultative fee (usually starting at $100, depending on trip) for

initial sale/consultation through Member agency. Exceptions may be made at advisor’s discretion

for new clients or for simple itineraries. Independent contractors must charge this Fee through their

host agency.

Advisor must understand that they can be removed from the Lead Gen Program at Virtuoso’s

discretion, and that lack of adherence to the Program rules could put their member agency

membership with Virtuoso at risk

Advisor must respond to new leads (received via email from Virtuoso) within 24 hours and this

response should include an attempt to speak to the lead in person or by phone vs. email.

Advisor must notify Virtuoso when they have contacted a new lead via the link in the email

notification they receive from Virtuoso

Advisor must enter new leads into ClientBase+ or other CRM which adequately syncs with Virtuoso

by the end of the next business day after receiving the lead

Advisor should be knowledgeable about Virtuoso products and suppliers

Advisor should be able to qualify and close leads

Advisor should be able to explain their value to a new lead as it relates to the consultative fee

Advisor should be available, at a minimum, during regular business hours

Advisor should be compliant with any reasonable service standards as adopted by Virtuoso,

provided Virtuoso has given copies of these service standards to Member

Advisor must adhere to response times 100% of the time

Advisor will utilize template email response format provided by Virtuoso as a minimum standard

If an Advisor is unable to establish a good rapport with a lead, advisor will contact the Virtuoso

Contact Center so the lead can be referred to another Lead Gen advisor

Advisor will send Virtuoso marketing to leads that agree to marketing and provide complete

contact information:

o Email marketing begins immediately

o Direct Mail/Publication marketing begins after completion of sale (advisor to consider

Virtuoso Traveler to start)

QUESTION: I want to participate as a Lead Gen advisor, what is the first step?

ANSWER: Contact your parent agency Owner/Manager.

QUESTION: What is required on my advisor profile on virtuoso.com to be part of Lead Gen?

ANSWER: A complete virtuoso.com Lead Gen profile consists of the following:

A photo of you (preferably a headshot)

At least 3 travel interests

At least one language(s) spoken

Year you started in travel

An “About Me” biography under “My Background”

At least 5 locations on the “Places I Have Visited” map

Here is an example of a complete Lead Gen profile:

QUESTION: How do I update my profile?

ANSWER: After logging in with your Composer credentials on virtuoso.com, hover over your name in the

upper right hand corner of the site to find a link to your editable advisor profile. From your editable advisor

profile you can always click on the link in the upper right hand corner of your profile which says “Public view”

to see how your profile looks to a general virtuoso.com visitor.

You can edit each item directly on your virtuoso.com profile by clicking on the pencil/paper icon next to each

editable field.

Once you have completed the interests, languages, year you started, about me and places been map, log out

of virtuoso.com and log into Composer. Locate your advisor page in Composer. Here you will be able to add

or edit your profile photo.

QUESTION: Do you have any suggestions for writing a good profile bio?

ANSWER: Put on your consumer hat and think about what would make you want contact a new advisor if

you were reading the profile? Tell the consumer what you can do for them. For instance, HOW can you

make their trip memorable (attention to detail, not having to worry about anything except having a good

time, etc.). Or WHY the client should work with you (because you have a specific kind of experience in

certain locations doing specific types of things, etc.). You might tell them WHAT you have that other

advisors might not have (years of experience, repeat clients, knowledge about certain destinations, ships,

hotels, etc.).

If you have really good ratings and reviews, you might consider directing consumers there to see what great

things other people are saying about you!

It is best not to use industry terms that consumers will not understand (i.e. FIT, FAM, etc.).

Have fun with it!

QUESTION: Once I am part of the Lead Gen program, how will new leads contact me?

ANSWER: You will be notified by Virtuoso via email when a lead has connected with you through

virtuoso.com.

QUESTION: What if a lead contacts the Contact Center directly?

ANSWER: If a lead contacts the Contact Center, Virtuoso will inquire if that lead currently works with a

travel agency. If the agency is a Virtuoso travel agency, the lead will be directed to his/her Virtuoso member

agency, regardless of whether that Virtuoso member agency has agreed to participate in Lead Gen by signing

a Lead Gen Program Member Agreement.

QUESTION: I have just received a new lead from virtuoso.com, what do I do next?

ANSWER: Once you have clicked on the link in the lead email (to acknowledge that you have received the

lead), you must introduce yourself to the lead via email within 24 hours.

Following are two email templates you may use or customize for your email response to the lead:

Subject: Thank you for your inquiry on virtuoso.com

Thank you for reaching out to [ADVISOR NAME] through virtuoso.com! We have been a proud Virtuoso

member for over [NUMBER OF] years and would be pleased to offer our services for your trip.

I look forward to connecting with you personally to better understand your travel needs and personal

preferences but in the meantime I would like to take this opportunity to share that at [AGENCY NAME], we

design customized itineraries, based on our clients’ specific criteria and travel desires. We specialize in high-

end, luxury accommodations and through our Virtuoso network have contacts all across the world that we

utilize to ensure great, personalized itineraries for our clients.

I would be happy to begin working on your travel inquiry.

If you prefer to be contacted by phone please let me know the number where you can be reached and the

best time of day to call. Otherwise, I’m happy to continue communicating via email.

Please feel free to let me know of any questions that you may have and I look forward to hearing from you.

Thank you,

[ADVISOR NAME]

Dear [CLIENT NAME],

Thank you for contacting me with regard to your travel in [LOCATIONS]. Those are some of my favorite

places to visit and I love working with clients in customizing their travel plans. [A COUPLE SENTENCES HERE

ABOUT THE DESTINATIONS, A PRIVATE GUIDE YOU HAVE THERE, TRANSPORTATION OPTIONS, ETC.] .

I would love to have a chance to speak with you to discover your vision for the trip. I like to have an in-

depth conversation to discover more about your expectations for the trip and to get to know you as a

traveler. When might you be available to talk?

As for how I work, I always start with a thorough conversation to be sure I understand your desires,

expectations and budget. We then will work collaboratively to design the best itinerary, hotels,

transportation, activities and/or guides. Once you are completely satisfied with the details of the trip we will

proceed with confirming all reservations and then manage the nuts and bolts to ensure your trip goes off

without a hitch.

The [AGENCY NAME] reservation and custom planning fee is [$XXX] and provides to you:

• Our expertise and knowledge of destinations, air travel, industry suppliers and travel related

necessities like insurance, visas and passports, and more

• Our time in research, management, communication and support

• Personal Relations – Our relationships all over the world often result in preferred pricing with

amenities, including room upgrades, resort credits and more

• A Personal Touch and Security - You always have a live voice and someone to be your advocate

when there are bumps in the road

When you have a chance, let me know if this is agreeable to you, and also your availability. I really

appreciate you thinking of [AGENCY NAME] and look forward to the possibility of working with you!

Best Regards,

[ADVISOR NAME]

QUESTION: When/how will leads find out that they must pay a fee for my services?

ANSWER: As part of the registration process on virtuoso.com, Virtuoso will communicate to potential leads

that advisor fees will be charged by advisors. Then when you communicate with the lead, you should also

explain that you charge fees, how the fee will work and what it will be.

QUESTION: I want to ensure that the relationship with my new leads gets off on the right foot and has the

best opportunity for a long-lasting rapport. Do you have any tips for asking the right questions and providing

good answers to prospective clients?

ANSWER: One of the first things the lead may ask is “I’m looking for a travel agent, can you help me”?

When you are having this initial conversation with the lead, be prepared to focus. Put aside whatever else

you have on your plate or any other distractions so you can focus entirely on the call. The lead will be able

to tell if you are distracted or multi-tasking. If you can’t put aside the other things you are working on,

consider scheduling a time later that day when you are both available to connect.

During your conversation with the lead, ask questions to help you and the lead determine if there is an

appropriate fit:

To qualify that the lead truly is a new client, always ask, “Have you ever worked with us

before?”

If no, ask them “Have you ever worked with an agency before?” Take note of what was

successful, or not so successful, from that previous relationship.

What kind of travel are you interested in? For example, business, leisure, or both?

The lead will likely have lots of questions for you (some of which are covered in detail in the next question),

as you answer questions and get to know your prospective client, remember:

Slow down, don’t rush to answer

Breathe fully as you speak

Smile. Even though you can’t see anyone, people sense a smile!

QUESTION: Do you have some examples of questions a lead might ask, and how I might answer?

ANSWER: Here are some of the most commonly asked questions and answers you can use as is, or tailor to

your particular situation or business:

1. I have never used a travel agent before, what are the benefits? Great question, I’m so

glad you asked it. Within the Virtuoso network we prefer to distinguish ourselves as “advisors or

consultants”. The typical verbiage of “agent” doesn’t accurately encompass all that we deliver for

our clients. Unlike the typical “travel agent” stereotype/idea, we create beautifully detailed

itineraries - as opposed to pre-planned, mass-market packages. Because of our network, we are

able to leverage our exclusive relationships to offer our clients the best experience, amenities and

value overall. We are also able to consult and offer insight on the different options, destinations,

and recommendations available to our clients. This consulting is only strengthened by the fact that

we listen directly to our clients, tailoring travel arrangements to their specific interests and

criteria.

Here are some other talking points you may consider when answering this question:

Our team is made up of experienced travel advisors/consultants who truly advise you on the

best options for you and your criteria. Buying travel today is vastly more complicated than it

was even five years ago. We help you make the best possible decisions for your needs. We

help you make the most of your budget.

We are part of Virtuoso (a consortium or network of what many consider to be the-best–of-

the-best travel agencies). That means, we leverage an extraordinary worldwide network of

exclusive relationships with excellent hotels, guides, tours, cruises, and more to offer you the

outstanding experiences, amenities, and values for your travel dollars.

2. Do you charge a fee for your services? OR Why do you charge a fee for your services?

We do charge consulting fees when we design travel plans. In return for this fee, our clients

receive the value of our time, knowledge, expertise, worldwide contacts, and exclusive access that

is spent in researching, planning and customizing each itinerary we arrange. (Optional depending

on advisor/agency: Because we dedicate significant resources and time to each trip that we plan,

we ask new clients to provide this nonrefundable planning fee in advance to ensure a mutual

commitment.)

Here are some other talking points you may consider when answering this question:

In return for the consulting fees, you benefit from our expertise, time, and contacts; so you can

receive exactly what you need such as:

Saving you valuable time and effort

A superior travel experience

Relief, knowing that you are working with a professional who has a team of people to

support your travel experience

Details handled that you don’t have to deal with

Good options and choices within your price ranges

Values and amenities unavailable to you as an individual

3. Some agents work for no consulting fee? OR Don’t you receive some type of payment

or commission from the hotel(s)? Depending on the vendor or hotel that we are working with,

we may receive some level or type of commission - however because we are paid consulting fees,

our recommendations/decisions are not dictated by a commission-focused business model. We are

instead able to focus our recommendations and consulting efforts towards what is truly best for

the specific client and their interest(s).

Here are some other talking points you may consider when answering this question:

We don’t know in advance of planning your travel if the choices best for you include a

commission or not. It depends. On the occasions when we do receive modest fees, it helps

us keep our fees to you lower than they would be otherwise.

You are paying us for our knowledge and experience, working out the best options for you.

4. AMEX (or similar program) offers me the ability to receive certain amenities and

rewards? Why shouldn’t I just continue to work with them? Beyond the amenities that the

Virtuoso network affords our clients, our clients receive a very different overall experience in

working with us. For each interaction you have with AMEX you are connected with a different

agent in their call center. Because our clients build a relationship and typically work directly with

one advisor or consultant (or “Because as my client you will work directly with me”), we are able

to keep in mind your personal preferences and important travel particulars.

QUESTION: What should I do if I receive a lead who turns out to be a vendor?

ANSWER: Please email the vendor with the following reply:

Thank you for connecting with me through virtuoso.com. As a member agency of Virtuoso, we use Virtuoso

suppliers when arranging travel. If you are interested in becoming a Virtuoso supplier, please contact

Virtuoso directly at 817-870-0300 to inquire about membership requirements.

Then please forward the email to lostleads@virtuoso.com and advise that it is a vendor.

QUESTION: What if I receive a lead from a consumer in another country?

ANSWER: It is fine to accept leads from other countries! If the client speaks another language and you

and your Agency Lead feel that the client would be better suited to another Lead Gen advisor who also

speaks that language, and you have checked with the client to make sure they are OK with the

switch, then email or call the Contact Center and ask for the lead to be transferred to the new advisor.

QUESTION: What should I do if I receive a lead who is a travel agent?

ANSWER: Please respond to the lead and see what the situation is. If you require further assistance after

you have been in touch with them, please contact help@virtuoso.com for assistance.

QUESTION: What if I am unable to establish a good rapport with a lead (i.e. we are just not a good fit)?

ANSWER: Please contact the Virtuoso Contact Center (help@virtuoso.com) and advise that the lead is not a

good fit and why, and request that the lead be referred to another Lead Gen advisor.

QUESTION: What happens if I am unable to close a sale with a new lead?

ANSWER: Virtuoso will allow one year for you to make a sale to a new lead. If you cannot close a sale

within that time, Virtuoso will notify you prior to taking back the lead for re-distribution and marketing. If

the lead is a warm lead at the one-year mark and you wish to keep the lead, there will be a process for you

to do so. Stay tuned.

QUESTION: What should I do if I don’t want to accept a lead?

ANSWER: Please email the Contact Center (include name and email address) that you are unable to accept

the specific lead and ask that the lead be reassigned. The Contact Center will email the lead with apologies,

advising the lead to please contact the Contact Center to be connected with a new advisor.

Then please ask your Agency Lead to opt you out of the Lead Gen program so leads can go to other Lead

Gen advisors.

QUESTION: If a client asks to switch advisors, is there a way for the new advisor or for Virtuoso to notify

the original advisor to remove them from their marketing?

ANSWER: Any time a client switches advisors, an automated email is sent to the previous advisor that the

client has picked another advisor on virtuoso.com.

QUESTION: What should I do if I am going to be out of the office for a long period of time?

ANSWER: If you are going to be out for days (i.e. vacation), ask your Agency Lead to turn you off by going

to the staff grid in your agency virtuoso.com settings. They will need to log into Composer, Scroll down to

the bottom of the page and they will uncheck the box in the “Lead Gen Opt-In” box next to your

name. Please remember to have them re-check the box when you return to the office!

If you are just going to be in a meeting for a couple of hours, you do not need to worry about having your

Agency Lead turn you off in Composer. Since the lead notification comes via email, you have a time cushion

to accept/respond to new leads.

QUESTION: If my agency is already part of the Lead Gen program and I want to add a new advisor, what

do I do?

ANSWER: The Agency Lead first checks to make sure that the new advisor meets all program requirements,

then they should email the new advisor’s name to help@virtuoso.com to be activated for participation in the

program.

QUESTION: I can see all of my agency staff on virtuoso.com, not just Lead Gen advisors!

ANSWER: If you are logged into virtuoso.com, you will see all of your agency staff, no matter what their

settings are in the virtuoso.com settings. This is not what the consumer sees.

QUESTION: How can I tell if I am able to receive leads through virtuoso.com?

ANSWER: Here is an example of the profile for an advisor who is visible on virtuoso.com AND who is

participating in the Lead Gen program:

You can see the “Contact” button on this profile.

Now here is an example of an advisor who is visible on virtuoso.com, but is NOT participating in the Lead

Gen program:

You can see that there is no “Contact” button on this profile example.

QUESTION: Why are there non-Lead Gen advisors in the advisor catalog?

ANSWER: It would look strange for Virtuoso advisors who are not part of Lead Gen to not have any

presence in the catalog.

QUESTION: What is the sort order for the advisor catalog on virtuoso.com?

ANSWER: The catalog first shows advisors who are participating in Lead Gen and then advisors who are

physically located near the user.

QUESTION: What determines which specialties show for an advisor on virtuoso.com?

ANSWER: Virtuoso compares Composer sales for that advisor against the Virtuoso membership as a whole,

and if that advisor’s sales are above the membership average, they qualify as a specialist in that location and

product type. If this method does not produce a “specialty” for that advisor, the system then selects their

top three areas of specialty based on overall sales. So even advisors with smaller sales volume will show a

specialty region and product type.

QUESTION: Our agency primary contact is not being copied on the system email that goes to a Lead Gen

advisor when a new lead is generated.

ANSWER: Please log into Composer and open your agency profile. Whoever is listed as the “Agency

Contact” for your agency (as shown below) is the person who will be copied on the email.

If you click on “Edit Company” at the top right of your profile page, you can change the “Agency Contact”

to be whoever you want to be copied on the new lead emails.

QUESTION: We would like to have an agency contact receive an email when one of our advisors completes

the Lead Gen training in the Virtuoso Travel Academy – how do we make that happen?

ANSWER: Please log into Composer and open your agency profile. Whoever is listed as the “Training

Contact” for your agency (as shown below) is the person who will be copied when an advisor completes

Virtuoso Travel Academy Lead Gen training.

If you click on “Edit Company” at the top right of your profile page, you can change the “Training Contact”

to be whoever you want to be copied.

QUESTION: Where do I go to manage my Lead Gen settings?

ANSWER: Log into Composer and locate your agency page. Then click on the “Agency Settings” tab at the

top of the page. Now, in the new window, click “clicking on this link” and a new window will pop up.

Scroll down near the middle of the page and now you will see where you can opt in your agency to

participate in the Reviews & Recommendations Program (a pre-requisite for Lead Gen participation), control

who in your agency is visible on virtuoso.com, opted-in for R&R, and opted-in/turned on for Lead Gen:

QUESTION: Will Lead Gen program reporting be available?

ANSWER: Reporting on the Lead Gen program is available at the agency level for all advisors in that agency

and security permissions to view this report are the same as any other transactional data report in Composer

Reports.

QUESTION: How does the process work for a new lead coming in through the Lead Gen program?

ANSWER: Once a new user completes their virtuoso.com registration with their name and email address,

their email address is checked against existing clients/email addresses in ClientBase (Note: Virtuoso

development work is scheduled to search for ALL email addresses in a client profile). If the email address

doesn’t match any address already in Client Base, the potential client is asked to pick a Lead Gen advisor to

connect with. Once they have done that, the potential client gets a verification/thank you email:

Now they will click on the link in that email to complete their registration. At this point the new user is

considered a lead, and has access to only their advisor’s contact information through the “My Advisor” link

which replaces “Luxury Travel Advisors” on virtuoso.com.

The advisor receives an email (with the Agency Contact copied, if applicable) that includes the lead’s name

and email address. This email contains a link for the advisor to click – and this click records the advisor as

having acknowledged receiving the new lead. This information is collected and reported on by Virtuoso and

shared only with those in the agency who have Composer Reports privileges for that agency.

Now, the advisor responds to the lead within 24 hours and the response should include an attempt to speak

to the lead in person or by phone versus email (the advisor must ask for client permission to contact via

phone). The advisor also enters the lead in to ClientBase by the end of the next business day.

72 hours after the lead connects with an advisor, Virtuoso will email the lead and ask if they have been in

contact with that advisor. Virtuoso will collect that data and report on it for each lead sent to advisors. This

is the email the lead will receive:

Virtuoso will also email the lead again after 30 days. This email will ask them about their experience and

their intent to book travel. Virtuoso will collect that data and report on it for each lead sent to advisors. This

is the email the lead will receive:

Here is the process:

QUESTION: What is the audit process for the Lead Gen program?

ANSWER: The Lead Gen program managers will work with your Regional Director to audit and manage

agencies and advisors for responsiveness to leads, survey results from leads, close rates, etc. The program

managers and/or your Regional Director will communicate with the Agency Lead prior to turning off

advisor(s) due to performance issues. The Agency Lead will be responsible for communicating this to the

individual advisor(s).

Lead Gen Program Participation Requirements

This document outlines Advisor requirements for the virtuoso.com Lead Generation Program.

This Agreement is effective as of the day of execution by Advisor, and shall continue for a period of one (1) year thereafter,

and shall automatically renew from year to year thereafter unless sooner terminated as hereinafter provided.

1. Program Requirements.

Advisor expressly understands that Virtuoso has established the following requirements that participating Advisors must satisfy

to participate in the Program, unless Virtuoso waives, in whole or in part, any of such requirements, as they may be modified

from time to time by Virtuoso at Virtuoso's sole discretion. As such, Advisor agrees to meet the following requirements:

a) Minimum Requirements for Participating Advisors.

1) Agency must utilize Composer Reports and provide all sales data related to the Program with Virtuoso.

2) Agency must utilize ClientBase+ or other CRM that adequately syncs with Virtuoso.

3) Owners/Managers must pre-qualify their participating advisors by ensuring that all prerequisites are met.

4) Advisor shall remain in good business standing with Virtuoso as defined in the then current Virtuoso Member

Agreement and current Conditions of Membership.

5) Advisor must be opted in for Reviews and Recommendations by the agency lead.

6) Advisor must complete their virtuoso.com advisor profile (to include photo, years of experience, at least three (3)

travel interests, at least one (1) language, at least five (5) locations on the “Places I Have Been” map and a bio).

7) Advisor must book all Leads under host agency ARC/IATA and Virtuoso Member Number.

8) Advisor must complete the Virtuoso.com Lead Gen curriculum in the Virtuoso Travel Academy.

9) Advisor must be able to explain what Virtuoso is and how it benefits the Lead.

10) Advisor should charge standard consultative fee (usually starting at $100, depending on trip) for initial

sale/consultation through Member Agency. Exceptions may be made at advisor’s discretion for new clients or for

simple itineraries. Independent contractors must charge this Fee through their host agency.

11) Advisor must understand that they can be removed from the Lead Gen Program at Virtuoso’s discretion, and that

lack of adherence to the Program rules could put their Member Agency membership with Virtuoso at risk.

12) Advisor must respond to new Leads (received via email from Virtuoso) within 24 hours and this response should

include an attempt to speak to the Lead in person or by phone vs. email.

13) Advisor must notify Virtuoso when they have contacted a new Lead via the link in the email notification they

receive from Virtuoso.

14) Advisor must enter new Leads into ClientBase+ or other CRM which adequately syncs to Virtuoso by the end of

the next business day after receiving the Lead.

15) Agency represents and warrants that all applicable Seller of Travel registration(s) are maintained and in compliance

with all applicable Seller of Travel laws and regulations.

b) Expectations for Participating Advisors.

1) Advisor should be knowledgeable about Virtuoso products and suppliers.

2) Advisor should be able to qualify and close Leads.

3) Advisor should be able to explain their value to a new Lead as it relates to the consultative Fee.

4) Advisor should be available, at a minimum, during regular business hours.

5) Advisor should be compliant with any reasonable service standards as adopted by Virtuoso from time to time,

provided Virtuoso has given copies of these service standards to their Agency.

2. New Advisor Participants and Training. a) Advisors.

1) Advisors participating in the Lead Gen Program should demonstrate exceptional customer service, proven travel

expertise, have an established travel specialty and a strong ability to close sales.

2) Agency will inform Virtuoso of new Advisor participants as soon as is reasonably practical after the completion of

all prerequisites.

3) Agency must nominate only those Advisors who meet the criteria outlined herein and who have the capacity to

service, in a timely manner, all Leads directed to the Advisor.

4) Advisors must record and report to Virtuoso all Leads via ClientBase+ or other CRM that adequately syncs with

Virtuoso.

b) Program Training.

Advisor will become and remain knowledgeable of all Lead Gen Program elements as they exist from time to time

throughout the Term. Therefore, Advisor will attend Program-oriented training, as reasonably requested by Virtuoso,

including but not limited to, orientation sessions, training sessions and team collaboration sessions. Agency will be

given reasonable notice by Virtuoso of upcoming Program-oriented training.

3. Service Level Requirements and Marketing.

a) Advisor shall be required to adhere to response times 100% of the time.

b) Advisor shall be required to utilize template email response format provided by Virtuoso as a minimum standard.

c) If an Advisor is unable to establish a good rapport with a Lead, Advisor will contact the Virtuoso Contact Center so

the Lead can be referred to another participating Advisor.

d) Advisor will send Virtuoso marketing set forth below to Leads that agree to receive marketing and provide to Advisor

complete contact information:

1) Email marketing begins immediately.

2) Direct Mail/Publication marketing begins after completion of sale (Advisor to consider Virtuoso Traveler to start).

4. Re-Distribution. a) Virtuoso will allow one year for an Advisor to make a sale to a new Lead. If the Advisor cannot close a sale within

that time, Virtuoso will notify Advisor prior to taking back the Lead for re-distribution and marketing. If the Lead is

a warm lead at the one-year mark and the Advisor wishes to keep the Lead, there will be a process for Advisors to do

so, as outlined by Virtuoso.

b) Joint Marketing Rights. Advisor agrees that any consumer names or Leads attributable to the Program that are provided

to the Advisor by virtuoso.com or Virtuoso which were not previously consumers or prospects of the Advisor shall be

subject to the joint marketing rights of Virtuoso and the Advisor. Joint marketing rights to Leads means that in the

event Agency/Advisor is no longer part of the Virtuoso Network, Virtuoso shall retain the right to continue to market

and sell to such Leads from within the Virtuoso Network.

5. Expectations Throughout the Term. a) Virtuoso Approval of Advisor. All Advisors assigned to perform any services hereunder shall be reasonably satisfactory

to Virtuoso. Should Virtuoso find any Advisor’s skill, attendance, performance or other relevant factor unsatisfactory,

Virtuoso may, in Virtuoso's discretion notify Agency in writing of such breach, in accordance with Section 6 below.

b) Advisor Conduct. Advisor expressly understands and agrees that Advisor is expected and required to act in an ethical and

professional manner when dealing with Virtuoso, other member agencies participating in the Lead Gen Program and

Leads when involved, either on an official or unofficial basis, with any activity concerning the Lead Gen Program.

Advisor expressly understands and agrees that engaging in any conduct which, in the sole discretion of Virtuoso, has a

negative impact upon the ethical or professional reputation or other business interests of Virtuoso or the Virtuoso network

shall be reason for immediate termination of this Agreement, in accordance with Section 6 below.

c) Additional Program Requirements. Advisor agrees to abide by any additional Lead Gen Program guidelines and

requirements, as adopted by Virtuoso from time to time, provided written notice of such Program guidelines and

requirements has been provided to Agency.

d) Additional Virtuoso Agreements. Advisor shall, at all times, comply with the provisions of the then current Virtuoso

Membership Agreement; current Conditions of Membership; all applicable Virtuoso Standards, including Standards for

Access; Membership Bylaws; and any other applicable documents or agreements between Agency and Virtuoso,

including any provision concerning the confidentiality and restricted use of Virtuoso' s confidential and/or proprietary

information.

e) Lead Gen Program Objectives. Advisor agrees to use reasonable efforts to achieve the following objectives throughout

the Term:

1) Participate in the Lead Gen Program for the Term.

2) Attend Lead Gen Program orientation sessions, Lead Gen Program training sessions and meetings with Virtuoso

representative(s).

3) Provide exceptional customer service and travel expertise, and close on a high percentage of travel inquiries from

Leads.

6. Termination.

a) In the event Advisor breaches this Agreement, Virtuoso may, in its discretion, provide Agency with a written notice of

breach and immediately remove offending Advisor from appearing on virtuoso.com. Agency will then have a ten (10)

business day period in which to cure such breach. If Agency fails to cure the breach during the ten (10) business day

period, Virtuoso may immediately terminate this Agreement upon written notice to Agency.

b) Notwithstanding anything to the contrary herein, Virtuoso may terminate this Agreement immediately upon written

notice in the event the Advisor undertakes any course of conduct, action or omission which in Virtuoso’s sole discretion

could damage the reputation or other business interests of Virtuoso or the Virtuoso network.

c) Any Advisor, assigned to perform the work described in this Agreement shall be reasonably satisfactory to Virtuoso.

Should Virtuoso find any Advisor’s skill, performance, or other relevant factor unsatisfactory, Virtuoso may notify

Agency in writing of such dissatisfaction, and require Agency to take appropriate actions, including but not limited to,

excluding Advisor from performing the work outlined in this Agreement. Agency shall take reasonable actions to remedy

any such matter brought to the attention of Agency.

SAMPLE EMAIL RESPONSE SCRIPTS

Following are two email templates you may use or customize for your email response to a lead:

Subject: Thank you for your inquiry on virtuoso.com

Thank you for reaching out to [ADVISOR NAME] through virtuoso.com! We have been a proud Virtuoso

member for over [NUMBER OF] years and would be pleased to offer our services for your trip.

I look forward to connecting with you personally to better understand your travel needs and personal

preferences but in the meantime I would like to take this opportunity to share that at [AGENCY NAME], we

design customized itineraries, based on our clients’ specific criteria and travel desires. We specialize in high-

end, luxury accommodations and through our Virtuoso network have contacts all across the world that we

utilize to ensure great, personalized itineraries for our clients.

I would be happy to begin working on your travel inquiry.

If you prefer to be contacted by phone please let me know the number where you can be reached and the

best time of day to call. Otherwise, I’m happy to continue communicating via email.

Please feel free to let me know of any questions that you may have and I look forward to hearing from you.

Thank you,

[ADVISOR NAME]

Dear [CLIENT NAME],

Thank you for contacting me with regard to your travel in [LOCATIONS]. Those are some of my favorite

places to visit and I love working with clients in customizing their travel plans. [A COUPLE SENTENCES HERE

ABOUT THE DESTINATIONS, A PRIVATE GUIDE YOU HAVE THERE, TRANSPORTATION OPTIONS, ETC.] .

I would love to have a chance to speak with you to discover your vision for the trip. I like to have an in-

depth conversation to discover more about your expectations for the trip and to get to know you as a

traveler. When might you be available to talk?

As for how I work, I always start with a thorough conversation to be sure I understand your desires,

expectations and budget. We then will work collaboratively to design the best itinerary, hotels,

transportation, activities and/or guides. Once you are completely satisfied with the details of the trip we will

proceed with confirming all reservations and then manage the nuts and bolts to ensure your trip goes off

without hitch.

The [AGENCY NAME] reservation and custom planning fee is [$XXX] and provides to you:

• Our expertise and knowledge of destinations, air travel, industry suppliers and travel related

necessities like insurance, visas and passports, and more

• Our time in research, management, communication and support

• Personal Relations – Our relationships all over the world often result in preferred pricing with

amenities, including room upgrades, resort credits and more

• A Personal Touch and Security - You always have a live voice and someone to be your advocate

when there are bumps in the road

When you have a chance, let me know if this is agreeable to you, and also your availability. I really

appreciate you thinking of [AGENCY NAME] and look forward to the possibility of working with you!

Best Regards,

[ADVISOR NAME]

Additional Links

Reviews & Recommendations Toolkit