New team members? Team members missed your bespoke on-property training? You can utilize the Online courses to bring them up to speed on the skills taught in the training. This ensures consistent delivery of important sales skills for all new hires.
eLearning
Available courses
Welcome to the MCA Reinforcement Video Vignettes. We are excited to partner with you to help improve the performance of your team.
Each video vignette focuses on a specific topic and is designed to be delivered in-person, ideally in a group setting. They are an excellent tool for refreshing and reinforcing your team’s skills in a variety of situations:
• Follow-up reinforcement follow MCA workshops
• Training for the entire team
• Small groups with specific needs
• Even one-on-one if necessary
The video vignettes can be completed in any order. This allows you to focus on the skills your team needs most in the moment.
Each topic has a video lesson, led by Cindy Novotny. Followed by group exercise(s) for the Leader to facilitate with the team to reinforce the learning. Use the “continue” button as you complete each section to move through the lesson.
If you have any questions or need technical assistance, please contact MCA at 949.589.6137.
"This module starts at the beginning of the sales process and focuses on where and how to begin your prospecting efforts.
•Understanding the difference between prospecting and sales
•Using the prospecting “road map” to find the “right person”, the “right path” and the “right thing to say”
•Finding new business from existing, new and old/dead business
•How to prioritize and plan your prospecting time"
This module focuses on the first of three steps for effective new business development – the research phase. We will look at what differentiates the activities in this phase of prospecting from the others. Specifically, we will focus on how and where to look to find potential customers and how to effectively research and gather information about them. We will discuss strategies to go after the business you want by keeping your pipeline full.
This module focuses on step two of effective new business development – the outreach stage. We will look at how to create compelling messages when reaching out to prospects. And how to get their attention using different avenues – voicemail, email and social media. We’ll also tackle how get past the gatekeeper and the personal barriers that get in the way of effective prospecting.
Cold calling and prospecting look very different than they did 5-10 years ago. Thanks mostly to the internet and social media. This module focuses on how to take the “cold” out of cold calling by using the internet and social media to make stronger connections with potential customers. We will explore how to use LinkedIn more effectively and how to use other social media sites to increase your engagement in this new marketplace.
Once you have an appointment to speak to a new prospect, do you have what it takes to keep them interested? During your initial sales calls, the nature of your communication should be based on broad, open-ended questions that get the customer talking about themselves and what is important to them. In this module we will introduce the Probing Process to guide you through this initial inquiry and how to effectively uncover your customer’s needs.
Understanding the diversity of behavioral styles is an important skill you need to develop. In this module we will explore the four behavioral styles: Driver, Expressive, Amiable and Analytical. Understanding your own style and the styles of your customers will help improve communication and rapport, build stronger relationships and assist you in providing the right solutions.
F.A.B. Statements are at the heart of what makes you an effective salesperson. It is the formula that links the positive attributes of what you are selling with the fulfillment of your customer’s needs. In this module we will talk about how to create personalized F.A.B. statements for proposals, sales presentations or site visits, as well as RFPs. These compelling sales statements will clearly articulate how you are uniquely positioned to meet the specific needs of your customers.
To stand out from the competition your proposals, presentations and site visits must be personalized and customized to each customer. In this module we will introduce the Presentation Process as a method for communicating your ideas and solutions professionally and powerfully. This approach can be used with proposals, site visits, phone conversations, or more formal presentations.
The close is an integral part of the sale. A strong proposal or presentation should move the customer to a point where they can act. Closing is not about a hard approach but facilitating the buying process to a natural conclusion of booking business with you. In this module we will look at how to move the customer to action and ask for the business. We will introduce eight different approaches to closing as well as following-up effectively and when to walk away when the business isn’t right for you.
Objections are a natural part of the buying process. Clients object when an expectation was not met. You must work through their hesitations, so they are comfortable moving forward. In this module we will introduce a communication tool called L.E.A.P.® that will encourage you to listen more carefully to and create more dialogue with your customers to work through their concerns and objections, so you can move past “no” and close more business.
The site visit represents a unique opportunity to kick-off a lasting relationship between a customer or planner and your property. You have one chance to make an unforgettable first impression on clients during a site visit – and anything less could cost you the booking. In this module we will discuss best practices to create and deliver WOW site visits that are personalized and demonstrate to your customers how you are uniquely postioned to meet their needs better than anyone else.
Whether you close the deal or not – proactive follow-up is essential and must occur after every presentation, site visit and proposal sent. In this module we will discuss how to continue the excitement via thoughtful follow up, demonstration of success, and reinforcement of what makes your property different. And then as the deal is closed how we effectively turn everything over to the Operations team. How to ensure everyone understands the client’s needs and preferences. And how to check-in to ensure catering, meeting, and event planning are on the right track.
Our proactive efforts to rebook our clients and cross-sell sister properties increases customer retention by meeting more needs of each client. In this module we will look at best practices for how to identify and ask for future opportunities.
Elevating the guest’s experience can be achieved by asking open-ended questions encouraging them to share their preferences and the experience they want to have. In this module, we will introduce the Probing Process, a structured approach designed to guide you through guest engagement in upselling. This builds confidence in making recommendations, wowing your guests and increasing incremental revenue. Whether you’re at the front desk, in the spa, a server or bartender, these concepts apply.
In guest services, mastering the art of Feature-Adjective-Benefit (F.A.B.) statements is essential for driving upsells and enhancing the guest experience. In this module we will show spa and hotel front desk agents, concierge, and food and beverage servers how to use F.A.B. statements to showcase the distinctive offerings of the hotel and align them with the specific needs and preferences of each guest. Through personalized F.A.B. statements, you can effectively highlight the features of the hotel, use vivid adjectives to create enticing descriptions, and articulate the benefits that directly cater to the guest's desires. Whether its promoting room upgrades with luxurious amenities, recommending dining options or spa products, or suggesting exciting experiences, employing F.A.B. statements enables you to effectively upsell while surpassing guest expectations.
It is common to face objections from the guest when attempting an upsell. It is crucial for spa and front desk agents, concierge, and food and beverage servers, to handle them adeptly. In this module we will introduce L.E.A.P.®, a structured approach for addressing objections. The L.E.A.P.® model involves actively listening to guests, empathizing with their concern, asking questions to fully understand the issue, and identifying solutions to overcome the objection. By implementing this model, you can engage in meaningful dialogue with guests, build trust, and ultimately increase the likelihood of upselling even when faced with initial hesitations.
In reservation sales, engaging guests with open-ended questions is essential as it encourages them to share their preferences and priorities more freely. In this module, we will introduce the Probing Process, a structured approach designed to guide you through the initial inquiry phase, build stronger rapport with guests, and uncover their unique needs and preferences. By asking the right questions, reservation agents can delve into the specific requirements and preferences of each guest enabling you to customize your recommendations and offerings to meet and exceed guest expectations.
Feature-Adjective-Benefit Statements are the cornerstone of your success in reservation sales. This module will teach you how to craft personalized F.A.B. statements that effectively communicate how your hotel can fulfill the unique requirements of each guest. You'll learn to articulate the distinctive features of your hotel, how to use vivid adjectives to describe those features, and ultimately communicate the benefits that directly address the guests' needs and preferences. This approach enables you to customize recommendations and offerings to meet and exceed guest expectations.
Objections are a natural part of the buying process. Guests raise objections when their expectations are not met. You must work through their hesitations, so they are comfortable moving forward with booking their reservation. In this module we will introduce a communication tool called L.E.A.P.® that will encourage you to listen more carefully to and create more dialogue with your guests to work through their concerns and objections, so you can move past “no” and convert more business.
In guest services, employing the Probing Process is invaluable for enhancing the overall guest experience and increasing revenue opportunities. Creating dialogue by asking open-ended questions is pivotal in understanding guests’ needs and preferences. This module, geared toward hotel and spa front desk agents, concierge, and food and beverage servers, will teach you how to effectively navigate the initial interaction, establish rapport, and ask the right questions to uncover guests’ preferences and expectations. Matering the art of probing enables you to tailor your upsell recommendations, thereby elevating guest satisfaction and fostering loyalty.
In guest services, mastering the art of Feature-Adjective-Benefit (F.A.B.) statements is essential for driving upsells and enhancing the guest experience. In this module we will show spa and hotel front desk agents, concierge, and food and beverage servers how to use F.A.B. statements to showcase the distinctive offerings of the hotel and align them with the specific needs and preferences of each guest. Through personalized F.A.B. statements, you can effectively highlight the features of the hotel, use vivid adjectives to create enticing descriptions, and articulate the benefits that directly cater to the guest's desires. Whether it's promoting room upgrades with luxurious amenities, recommending dining options or spa products, or suggesting exciting experiences, employing F.A.B. statements enables you to effectively upsell while surpassing guest expectations.
It is common to face objections from the guest when attempting an upsell. So it crucial for spa and front desk agents, concierge, and food and beverage servers, to handle them adeptly. In this module we will introduce L.E.A.P.®, a structured approach for addressing objections. The L.E.A.P.® model involves actively listening to guests, empathizing with their concern, asking questions to fully understand the issue, and identifying solutions to overcome the objection. By implementing this model, you can engage in meaningful dialogue with guests, build trust, and ultimately increase the likelihood of upselling even when faced with initial hesitations.
"This module starts at the beginning of the sales process and focuses on where and how to begin your prospecting efforts.
•Understanding the difference between prospecting and sales
•Using the prospecting “road map” to find the “right person”, the “right path” and the “right thing to say”
•Finding new business from existing, new and old/dead business
•How to prioritize and plan your prospecting time"
This module focuses on the first of three steps for effective new business development – the research phase. We will look at what differentiates the activities in this phase of prospecting from the others. Specifically, we will focus on how and where to look to find potential customers and how to effectively research and gather information about them. We will discuss strategies to go after the business you want by keeping your pipeline full.
This module focuses on step two of effective new business development – the outreach stage. We will look at how to create compelling messages when reaching out to prospects. And how to get their attention using different avenues – voicemail, email and social media. We’ll also tackle how get past the gatekeeper and the personal barriers that get in the way of effective prospecting.
F.A.B. Statements are at the heart of what makes you an effective salesperson. It is the formula that links the positive attributes of what you are selling with the fulfillment of your customer’s needs. In this module we will talk about how to create personalized F.A.B. statements for proposals, sales presentations or site visits, as well as RFPs. These compelling sales statements will clearly articulate how you are uniquely positioned to meet the specific needs of your customers.
Once you have an appointment to speak to a new prospect, do you have what it takes to keep them interested? During your initial sales calls or inquiry calls, the nature of your communication should be based on broad, open-ended questions that get the customer talking about themselves and what is important to them. In this module we will introduce the Probing Process to guide you through this initial inquiry and how to effectively uncover your customer’s needs.
Objections are a natural part of the buying process. Clients object when an expectation was not met. You must work through their hesitations, so they are comfortable moving forward. In this module we will introduce a communication tool called L.E.A.P.® that will encourage you to listen more carefully to and create more dialogue with your customers to work through their concerns and objections, so you can move past “no” and close more business.
In reservation sales, engaging guests with open-ended questions is essential as it encourages them to share their preferences and priorities more freely. In this module, we will introduce the Probing Process, a structured approach designed to guide you through the initial inquiry phase, build stronger rapport with guests, and uncover their unique needs and preferences. By asking the right questions, reservation agents can delve into the specific requirements and preferences of each guest enables you to customize your recommendations and offerings to meet and exceed guest expectations.
Feature-Adjective-Benefit Statements are the cornerstone of your success in reservation sales. This module will teach you how to craft personalized F.A.B. statements that effectively communicate how your hotel can fulfill the unique requirements of each guest. You'll learn to articulate the distinctive features of your hotel, how to use vivid adjectives to describe those features, and ultimately communicate the benefits that directly address the guests' needs and preferences. This approach enables you to customize recommendations and offerings to meet and exceed guest expectations.
Objections are a natural part of the buying process. Guests raise objections when their expectations are not met. You must work through their hesitations, so they are comfortable moving forward with booking their reservation. In this module we will introduce a communication tool called L.E.A.P.® that will encourage you to listen more carefully to and create more dialogue with your guests to work through their concerns and objections, so you can move past “no” and convert more business.