Enhancing Individual Performance Through MCA eLearningWelcome to MCA eLearning! These courses are a powerful tool for individual sales development, offering a flexible and accessible way to enhance skills and knowledge. Each course provide individuals on your team with targeted training on key areas like asking the right questions to uncover needs, positioning a compelling sell or upsell, and overcoming objections. Format: · Individual, self-paced training · Video lectures by Cindy Novotny introduce essential selling and upselling strategies · Engaging interactive activities and exercises to reinforce key concepts · Course completion in approximately 45 minutes · Individuals can start a course at any time, pause as needed, and then resume exactly where they left off · Includes performance testing and measurement to ensure expected outcomes Our eLearning allows individuals to progress at their own pace, ensuring they can focus on areas where they need the most improvement for more effective and personalized learning experiences. Purposes & Uses: · Onboarding new staff · Bringing individuals up to speed who missed previous MCA in-person training · Re-training for individuals with specific needs · Refreshing skills for those returning to the workforce The convenience of accessing courses anytime and from anywhere supports continuous learning, which not only boosts individual performance and career growth but also reinforces property-specific training. Additionally, eLearning ensures that new team members start with a solid foundation from the beginning, helping them integrate more smoothly and contribute effectively. The courses can be completed in any order. To begin, just click on "Get Started Now" below to open the course. If you have any questions or need technical assistance, please contact MCA at 949.589.6137.
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| Uncovering Guests Needs Using the Probing Process |  |
45 Min | |
| Presenting Creative Upselling Solutions Using F.A.B. Statements | |
45 Min | |
| Handling Objections | |
45 Min |
| The Probing Process | |
45 Min | |
| F.A.B. Statements And The Sales Process | |
45 Min | |
| Handling Objections | |
45 Min |
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Uncovering Guests Needs Using the Probing Process Length: 45 Min |
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 |
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 |
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 |
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 |
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 |
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 |