Selling The Luxury Experience
Problem
A luxury vacation wholesaler had a successful model for selling through travel agents. Now they needed to open a new sales channel to sell directly to consumers.
Solution
Vision and strategy. The Elkind Group guided company leaders to develop a vision that defined how the call center experience should reflect the qualities of the luxury vacation experience. We developed a comprehensive call path for sales and service, with new standards and expectations for all areas of job performance.
Customized training and coaching. We developed and implemented specialized coaching training for managers, supervisors, and quality consultants and gained their commitment to lead the change. We also developed and implemented customized sales and service training for the front-line Vacation Designers.
Performance assessment and management. We facilitated calibration/coaching calls to align the entire management team on the critical behaviors needed to create the luxury experience for customers. And we continued to revise the performance expectations and standards to reflect emerging best practices.
Results
Our client launched their Consumer Direct channel on time with confident Vacation Designers ready to sell the luxury experience. The program met and exceeded monthly revenue goals, increased revenue monthly for the entire first year, and helped create a viable new market for direct-to-consumer luxury travel sales.