www.polkmajestic.com

What Has Your AM What Has Your AM Done For You Done For You

Lately?Lately?

August 2010

Survey Results

2

How many Account Managers (AM) does your agency employ?

How many Account Managers (AM) does your agency employ?

None20%

More Than 207%Four

7%

Three7%

Two39%

One20%

Response Percent

Response Count

20.0% 320.0% 340.0% 66.7% 16.7% 16.7% 1

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Two

Answer Options

FourThree

None

answered question

One

More Than 20

3

How many accounts does each AM handle?

Response Percent

Response Count

Fifteen 18.2% 2Twenty-five 18.2% 2

18.2% 2Ten 9.1% 1Twelve 9.1% 1Nineteen 9.1% 1Thirty 9.1% 1Fifty 9.1% 1

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answered question

More than 50

How many accounts does each AM handle?

Fifteen19%

Twenty-five18%

More than 5018%Ten

9%

Twelve9%

Nineteen9%

Thirty9%

Fifty9%

4

What is the total of the annualized sales for each of your AMs?

Response Count11

114

Number Date Response Text1 7/19 $12MM2 7/20 $10MM3 7/20 Varies but probably averages $20MM - $40MM4 7/21 10 K

5 7/23

AM#1 - $18Million, AM#2 - 9 Million, Both share responsibility for an additional 100 small accounts totaling $3 million in annual air sales

6 7/24 15 to 20 million7 7/26 30+ million

8 7/26

Our AM's do not sell, they implement and service - ranges from $8-36m (17,000 - 73,000 trans) annually. We also have a Customer Service Manager (resides in Ops) that is inside account management for about 20 accounts totalling $2m

9 7/26

Florida company AM1 - dedicated to one account 3Mil, AM2 mid year new hire - 500k, Texas Company AM3 and AM4 - 4Mil last year. This year improved.

10 7/26 10m11 7/29 15 million (A accounts)

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5

What is the amount of revenue for each of your AMs?

(Include Fees, Air Commissions taken at time of ticketing, Hotel and Car Commissions. Exclude GDS and back-end overrides.)

Response Count

10105

Number Date Response Text1 7/19 $12MM2 7/20 Do not currently track it that way3 7/20 We don't track it that way4 7/21 1 K plus their Sales

5 7/23 AM #1 - $1,242,521, AM #2 - $643,604, Shared - $142,4456 7/26 I don't have a specific amount but in the millions7 7/26 We don't measure.

8 7/26This is a tough question - Varies wildly - 25Mil revenue is spread over many people supporting the account.

9 7/26 ?10 7/29 approx. 1.1 million

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6

What is the salary of each of your AMs including benefits and bonus?

Response Count

12123

Number Date Response Text1 7/19 $55K2 7/20 570003 7/20 Average $60k - $75k4 7/21 85 K5 7/23 $35,000-$45,000

6 7/23Total compensation is $47,205 for each ($37K Salary, $4,300 Bonus, $4,400 Insurance)

7 7/24 $50,000. plus bonus8 7/26 average $40,000.00 + benefits9 7/26 $42,000 - $65,000

10 7/26 40k to 60k total - benefits include 3/4 health ins costs.11 7/26 4500012 7/29 55k

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7

What are the responsibilities of your AMs?

Response Count12

123

Number Date Response Text

1 7/19

Once a new account is implemented the account is turned over to the AM who stays in touch with the account on a regular basis, shares reports, provides "advice" or siggestions on how to improve their travel management process. The AM also deals with suppliers to resolve problems with teh accounts on a case by case basis.

2 7/20

Penetrate account to establish contacts at all levels and in important departmentsRetain the business/improve profitabilityOversee any problems or challenges when needed (Ops or Accounting do the leg work)Identify additional business opportunitiesAsk for referrals

3 7/20

They are the day to day client facing representative of our company. As well as continuous contact with the customer, they perform quarterly reviews (very extensive) with all of their larger accounts. They help in the sales process for accounts under $1MM in air volume and on sales renewals of their existing accounts.

4 7/21 Set up account,seminars,monthy contact reports,industry updates. My AM's are Sales people also.

5 7/23

Monitor quarterly activity, proactively make suggestions to travel policy changes, QBR, quarterly visits to companies, communicate changes to front/back office of agency, report any out of policy patterns that need revisiting, green information, monitoring monthly unused tickets

6 7/23

They serve as initial point of contact for all account issues. Both are heavily involved in air, car and hotel negotiations. They manage the small business airline accounts (i.e. Delta Sky Bonus) for their accounts. They monitor all sorts of reports to check for proper tracking information, exceptions, contracted rate integrity, etc. They are responsible for new account implementations and periodic account reviews. They have general oversight of company and traveler profiles. They work with all areas of the company (sales, technology, accounting, executive) to coordinate account-specific goals and processes.

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8

What are the responsibilities of your AMs?

7 7/24

•Develop and manage positive client relationships •Working with assigned clients’ management teams to understand particular business travel goals and cost saving strategies•Evaluating and analyzing client’s reports, travel patterns and frequencies to strategize cost saving opportunities, negotiate upfront discounts and enroll in soft dollar reward programs as appropriate•Develop, manage and monitor client’s contracts.•Assist with implementation of new programs, and projects •Increase revenue opportunity within each client’s business portfolio as it relates to utilizing additional TDG services or product offerings•Identify and resolve client issues •Identify, develop and pursue sales opportunities within assigned accounts to expand the use of TDG services

8 7/26Review customers policies, contracts and advise on best practices and improvements on a regular bases. Problem solving account issues. Negotiate air, car, hotel contracts.

9 7/26

To implement service and retain business by providing travel management consultation to our clients to help them reduce business travel costs, show value of ATM, to continually monitor service levels and to maximize the profitable services we provide.

Core Services of a Corporate Account Manager•Implementation of new business•Communication (industry, company, services and all other general information)•Travel management plan (annually/quarterly)•Monthly (regular) meetings using standard monthly agenda•Report, review and recommend maintenance of reporting tools•Serve as main point of contact for customer•Ability to learn and perform Consulting Services such as travel policy development, vendor negotiations, customized workshops, seminars and focus groups, management report analysis and benchmarking, survey development and implementation, traveler communications, etc.

Additional Areas of Accountability1)Negotiate rates with vendors on behalf of clients based upon knowledge of client travel patterns and carrier market condition to maximize cost savings opportunities.

10 7/26

Varies wildly - being a smaller company, our sales function also includes customer support and other aspects of corporate operations. These people may do functions as new account sales, online booking configuration and support, iBank reporting and configuration, value-added reporting, problem solving, regular account reviews, hotel negotiations, airline and credit card interactions. Sales efforts are also shared among AM's and office managers and even certain agents. With all these hats... we continually have to re-evaluate functions for these people and stress corporate sales. They are motivated to sell, but provide many services to our clients. One AM is strictly dedicated to servicing a university account (and does transactions as well).

11 7/26 Service and maintain exsisting account and scout for new accounts

12 7/29

-track trends and provide feedback to client -negotiate with vendors-promote our products and services-incremental revenue growth of account-create and promote client events

9

What do AMs need to do to bonus?

Response Count12

123

Number Date Response Text1 7/19 Currently not individually incentivized but would like to get ideas on how to do so

2 7/20Add new branches, departments, subsidiaries, etcPaid on new closed referrals

3 7/20Our entire management team is part of the same bonus plan. If we hit plan, everyone gets a bonus of some sort. The amount the ASM receives depends on their performance and overall rating by their manager.

4 7/21 Refer business5 7/23 Currently we do not have a bonus program for AM's. We are looking at it for 2011.

6 7/23We do not have dedicated Account Managers, our managers and corporate account manger handle these activities

7 7/23 No formal program in place.8 7/24 overall corporate department increases

9 7/26An incentive is paid on a tier structure if they bring in a new account. A percentage of the net revenue is paid to them monthly.

10 7/26 Sell additional products and services.

11 7/26

Structured bonuses are based on new sales - with declining percentages of commissions split over a 3 year period. 20% first year, 10% second year 5% last year. Other bonuses are arbitrary year end determined by management based on profitability.

12 7/29

Our AM is on a "random" bonus schedule. The economic environment (due to the previous administration...just for Robert) has caused too many uncertaincies and revenues to be inconsistent. Specific goals are arranged per account or market and if upper management is satidfied a bonus is awarded. Value has been in the range of $500 to $1500.

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10

Who Are You?

Name: Company: Email Address:Dale Clarken New Horizons Travel dalec@travelnewhorizons.comShaun Balani Travel Time shaun@trvltime.comDorrie Green Sprayberry Travel Leaders dcgreen@travelleaders.comKevin O'Malley Travel and Transport komalley@tandt.comMichele Montgomery Cassis Travel michelem@travelcts.comRebecca Mineo Van Zile Travel rebecca@vanzile.comrochelle lieberman gateway travel rochelle@gatwaytrvl.comRay Miner Accent Travel ray@accenttravel.comRebecca Martin A & I Travel rebecca@aitvl.comWendy Burk Travel Dynamics Group Inc wendy@tvldyn.comTeresa Cavallo Corporate Travel Planners tcavallo@ctptravelservices.comColleen Hagg Advantage Performance Network colleen.hagg@apnadvantage.comBrian Howes Universal / Accent Travel howestravel@gmail.comDave Hershberger Prestige dave@prestige-travel.comJ ay Ellenby Safe Harbors Travel Group jellenby@safeharbors.com

11

3773 Cherry Creek North Dr, Suite 703 ~ Denver, Colorado 80209

Phone: 303.333.6161 ~ Fax: 303.333.9606 ~ Web: www.polkmajestic.com