In the last article, we discussed the need to improve communication between managers and staff at the Château Vaudreuil Hôtel & Suites in order to re-establish a sense of unity and good coordination between them. From this point on, it becomes a priority to train the sales team in order for them to master the techniques of approaching potential customers, better describe the hotel, thus increasing sales; no matter their role within the Sales team.
Here is the second step for the ongoing changes:
CHALLENGES: IMPROVING SALES
The Château Vaudreuil is known for its lodging, but also for its restaurant and for the banquet organization (weddings, seminars, professional meetings, etc.). This hotel possesses beautiful installations for all those types of events – but that is the most well-kept secret of the region. The challenge here is to establish a consistent approach that will maximize sales by presenting the products in a way to better respond to the client’s needs.
For this second phase, we opted for the training program Client Centered SaleTM. This training emphasizes on the development of a proactive and structured sale's approach, designed to lead to a significant and sustainable increase in revenues. We cover the following topics:
Responding to objections
To ensure consistency, we worked with every members of the sale’s team: Sales Managers, Coordinators and Assistant Maître D’- restaurant; a team of 7 people.
Following the training day, with quarterly mystery shop calls, we will be able to follow the evolution of the employees’ performances and how they use the techniques. But, first off, we will make coaching calls to keep a strong and direct relationship with everyone.
This coaching service works well because the feedback is instantaneous and helps the sales team to refine their approach. First, we do a mystery shop call (the right scenario for the right salesperson), then we schedule a 1-hour session to listen to the call and cover each step of the sales process. We discuss best practices, how to present a product or how to ask questions differently.
This team is very responsive; that makes the exercises very conclusive.
Next step: Front Desk