At Your Service
Is your team providing the best customer service possible? With our shop call service, owners and management teams gain valuable insight into their daily operation. We evaluate the associate’s selling skills, response time and quality of the requested collateral at each property.
Our Shop Call Service entails:
- Calling the property and requesting a group reservation
- Recording the call
- Requesting an agreement or contract
- Following up with the caller to conduct coaching and training
After 48 hours or receipt of requested collateral, whichever comes first, we will contact the associate and inform them that we were conducting a shop call. We will ask them to release any inventory they may be holding for the group and then we will coach them on selling skills. The topics we will cover include:
- Greeting and building rapport
- Qualification process
- Presentation skills
- Closing process
- Follow up and response
Upon completion of each shop call, we will forward you a recording of the call and a recap for your records. We recommend monthly unannounced shop calls because practice and reinforcement of training is key to creating legendary experiences.