VRMA

    Doug Kennedy’s “Train-the-Trainer”: Six Models For Training Your Staff On Sales and Service Essentials

    Track: Pre-Conference Bootcamp

    Session Number: 3233
    Date: Sat, Oct 27th, 2018
    Time: 1:00 PM - 5:00 PM

    Description:

    In this boot camp session Doug Kennedy will present KTN’s various models that VR leaders can use for sales and service excellence during both group trainings and one-on-one coaching. These models represent the essential components of most of KTN’s on-site workshops and private webinars. They can be easily adapted for companies of all sizes and operational models. Participants receive copies of Doug’s Powerpoint Deck, along with directions for numerous training games, exercises, skill rehearsals and other fun activities. It covers:
    Hospitality related models:
    - The “Tricycle of Guest Service Excellence ™” to show how every colleague plays a significantly important role in a guest’s overall experience.
    - The “Balance” of Guest Personalities, ranging from “VN’s” to “NVN’s” and the 90% in the middle.
    - The Carrot Model™ for truly conquering guest complaints.
    Reservations sales related models:
    - “Un-masking the story” behind the guests’ plans during voice, email and chat inquiries.
    - The “Value Pyramid™” model for selling experiences and not “renting units.”
    - The new role of voice reservations sales agents: “Narrating The Picture” vs. “Painting The Picture.”
    Session Type: Breakout Session (45 or 60 minutes)

    2 Learning Takeaways:
    Secondary Session Track: None
    Target Audience: President/CEO/Owner, Vice President, Director, Account Executive, Reservationist
    Experience Level: Beginner
    Session Type: Breakout Session (45 or 60 minutes)

    2 Learning Takeaways:
    Secondary Session Track: None
    Target Audience: President/CEO/Owner, Vice President, Director, Account Executive, Reservationist
    Experience Level: Beginner

    Speakers

    Primary Presenter
    Douglas Kennedy
    President
    Kennedy Training Network