Sales Scoring and Coaching
One of the most effective ways to increase revenue in the hospitality industry is to coach your front-line sales team on soft skills with a focus on relationship building sales techniques. This requires a knowledgeable relationship-building coach who can work with each employee individually and consistently, offering multiple tools to ensure potential customers feel connected to your company and will continue to return to your business.
A sales consultant coach offers skills in teaching a variety of personality styles and can give an outside perspective on new communication techniques and coaching methods with the goal of driving revenue consumer satisfaction. While you, as the owner or manager, can focus on other crucial areas of your business and at the same time are showing your employees that you value them enough to invest in providing them with their own personal coach. Spark Your Mindset has experienced results such as a sales representative who increased her conversion from 26% to 58% over a one-month time period using the given techniques. This agent showed great will to improve her overall skills having a growth mindset as a base.
Services are outlined the following way:
- Score ten sales opportunity calls per employee, per month
- Meet with employee twice a month via webcam for 45 minutes
- Employees self-score their own opportunity calls once a month and review their scoring in the coaching sessions
- Send employees one article or video on communication techniques once a month
- Discuss any challenging interactions between coaching sessions
- Provide summaries of the coaching session following each coaching session
To effect change and growth with employees it is important to score ten calls per month. These scored calls will be lead calls that show areas for opportunity in fine tuning the employee’s sales skills. Our recommendation is to focus on one technique per coaching session, so as to not overwhelm the agent with too many areas to focus on improving at one time. The employee is given the appropriate time to work on those skills prior to the next coaching session. Between coaching sessions employees will be provided with a specific article or video that pertains to their area of focus and request takeaways along with a self-scored call. To keep management informed of the agent’s areas of opportunity and goals, a summary will be supplied following each coaching session with the set goals and their Keep, Stop, Start details.
“They aren’t called soft skills; they are called courage building skills.” — Brene Brown
