The right product at the right price
Add-on sales, handling objections and increased sales-like communication have been the cornerstones in Clarion Collection’s development program for the hotel’s reception staff. The training took place in 2007 with successful results.
- The aim was that the reception staff would become more confident in their communication with hotel guests. In this way, they would then be more professional in their behavior in general and with negotiations specifically. If you are more confident in that area, you can then work with add-on sales and more naturally sell the right product at the right price, says Robert Wilhelmsson, the operations director for Clarion Collection hotels.
During the training, the participants worked to find a structure for discussions both on the phone and in meetings. They learned to ask about and find the real wishes and needs of their business travel clients. They also learned to clarify the entire range of Clarion Collections’ services and in this way contribute to an increased profitability.
- It was important that they got to train specific elements, such as handling objections and giving them more knowledge about communication. How to present, for example, a price in order to increase sales and the customer service experience.
Robert reports that there has been a positive development and that they are now currently increasing their market share continually.
- The training has contributed to an increase in profit at Clarion Collection. We can see an increase in customer satisfaction and profitability as a result of the fact that we offer the customer what they want.
- The collaboration with Mindset went very well. They are easy to work with, structure and organization are imbedded in the process and they listen to us and our needs. And then the trainers have been fantastic! Really passionate individuals with lots of energy.
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