12 ALL NEW video based eLearning Courses facilitated by Cindy Novotny!Our courses are the perfect training for everyone. They fit for new hire on-boarding, and to build individual selling skills for present staff. Mastering Sales Effectiveness for Sales and Events sellers, Luxury Upselling for Front Desk, Spa, Retail, F&B, and Mastering Reservation Sales for Reservation Sales Agents. Let Cindy Do It! |
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| Prospecting with Purpose: Where to Begin |  |
$75 | 45 Min |
| Prospecting with Purpose: Research Phase | |
$75 | 45 Min |
| Prospecting With Purpose: Outreach Phase | |
$75 | 45 Min |
| Uncovering Customer Needs The Probing Process | |
$75 | 45 Min |
| Creating Customized Solutions Using F.A.B. Statements | |
$75 | 45 Min |
| Handling Objections | |
$75 | 45 Min |
| Uncovering Guests Needs Using the Probing Process | |
$75 | 45 Min |
| Presenting Creative Upselling Solutions Using F.A.B. Statements | |
$75 | 45 Min |
| Handling Objections | |
$75 | 45 Min |
| The Probing Process | |
$75 | 45 Min |
| F.A.B. Statements And The Sales Process | |
$75 | 45 Min |
| Handling Objections | |
$75 | 45 Min |
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Prospecting with Purpose: Where to Begin Length: 45 Min Price: $75 |
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 |
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Prospecting with Purpose: Research Phase Length: 45 Min Price: $75 |
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. |
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Prospecting With Purpose: Outreach Phase Length: 45 Min Price: $75 |
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. |
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Uncovering Customer Needs The Probing Process Length: 45 Min Price: $75 |
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. |
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Creating Customized Solutions Using F.A.B. Statements Length: 45 Min Price: $75 |
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. |
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Handling Objections Length: 45 Min Price: $75 |
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. |
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Uncovering Guests Needs Using the Probing Process Length: 45 Min Price: $75 |
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. |
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Presenting Creative Upselling Solutions Using F.A.B. Statements Length: 45 Min Price: $75 |
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. |
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Handling Objections Length: 45 Min Price: $75 |
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. |
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The Probing Process Length: 45 Min Price: $75 |
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. |
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F.A.B. Statements And The Sales Process Length: 45 Min Price: $75 |
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. |
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Handling Objections Length: 45 Min Price: $75 |
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. |
| For technical support on these courses, please call +1-949-589-6137 Within the US: 8am - 5pm Pacific Time Zone or Contact info@masterconnection.com |