When it comes to information, the balance of power has shifted to the caller’s side of the equation. In the past, most had very little information from a brochure, directory, or guide book, so front desk and hotel reservations sales agents were trained to find out if the caller was familiar with the hotel and the primary purpose of their visit. Then, based on a “business” or “leisure” scenario, agents were trained to use a “positioning statement” or what today is called a “30 second commercial.”
Today’s web-surfing callers have done extensive research prior to dialing; many are online while on the phone. They no longer want to hear a scripted list of features. Instead, they want to be told a story of their upcoming vacation or business stay. KTN’s certification trains agents to use a conversational approach to entice the caller to book and more on to excited anticipation of their stay.