Improving Team Performance with MCA Video Vignettes

Welcome to the MCA Reinforcement Video Vignettes. We are excited to partner with you to help improve the performance of your team.

The Video Vignettes are an excellent tool for refreshing and reinforcing your team’s skills in a variety of situations:

· Comprehensive training for the entire team

· Topic refreshers during sales meetings

· Reinforce the sales tactics learned in MCA in-person training

· Targeted sessions for small groups with specific needs

“Plug & Play”

Each video vignette centers on a specific topic and is intended to be delivered in person, in a group setting. As the sales leader, you will facilitate these sessions with your team. Each topic includes a video lesson led by Cindy Novotny, followed by exercises for you to conduct with your team to reinforce the learning. The discussion questions and exercises serve as a springboard for your team to address specific challenges they’re facing and to discuss effective strategies together.

The video vignettes can be completed in any order. This allows you to focus on the skills your team needs most at the moment.

To begin, just click on “Get Started” to open the Video Vignette. Use the “continue” button as you complete each section to move through the lesson.

If you have any questions or need technical assistance, please contact MCA at 949.589.6137.

Luxury Upselling
Uncovering Guests Needs Using the Probing Process			45 Min
Presenting Creative Upselling Solutions Using F.A.B. Statements			45 Min
Handling Objections			45 Min

Mastering Reservation Sales
The Probing Process			45 Min
F.A.B. Statements And The Sales Process			45 Min
Handling Objections			45 Min

Course Summaries for Luxury Upselling
	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.
	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.
	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.

Course Summaries for Mastering Reservation Sales
	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.
	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.
	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