SERVICE
THAT SELLS

Overview

Imagine if you could improve sales in your venue by just £100 an hour on average for 10 hours each day. Imagine if you could do that every day for 365 days. If you could, you would have £365,000 of extra sales for the year.

The point is that everything you do every day adds up. So, what strategy do you have in place to consistently maximise average spends?

We have successfully worked with many hotels, restaurants and venues across the industry, advising them on maximising customer spend throughout their business. As a result, we have developed a wealth of knowledge and experience to share with you and your team.

So, by popular demand, we have developed a dynamic virtual business strategy programme called Service That Sells.

The only place success comes before work is in the dictionary.

Vince Lombardi American Football coach 1913 -1970

Target audience

The programme is aimed at you and your operational team, who have responsibility for maximising customer spend.

People who have attended this programme include:

  • General Managers
  • Deputy General Managers
  • Operations managers
  • F&B Managers
  • Front of House Managers
  • Bar managers
  • Spa managers
  • Restaurant managers
  • Business owners
  • Training managers

Aim of the programme

To get your team to audit their strategy in terms of skills, service and process for maximising customer spend against best industry practice, implement new ideas designed to maximise customer spend and satisfaction at your venue.

Programme content

This programme is highly motivational, participative and full of real industry examples. It will allow participants to audit their operation to see how they stack up against some of the best in class.

Participants will be encouraged and challenged to turn ideas into action within your business.

The content for the programme will focus on potential customer journeys through your business. We will identify key ‘moments of truth,’ those being opportunities where you can interact with your customer to provide exceptional customer service and create a chance to sell them something. We believe that exceptional customer service combined with confident skills and process maximises client spend. This programme goes beyond obvious up-selling techniques, which are often badly executed and put the customer off.

The content of the programme will include:

  • Your welcome strategy – how to wow the customer and create a desire in their mind to know and buy more.
  • Analysing the customer journey and potential ‘moments of truth.’
  • Messages that sell – how to ensure you have the right visual sales aids in the right place, to guide customers through their journey and to educate and entice them to buy what you have to offer.
  • Customer service, the selling process and skills to sell more F&B on the day across your business, to include; restaurants, bars, lounges, meeting rooms, room service, functions, weddings, retail outlets and anywhere else you can sell F&B.
  • Customer service, the selling process and skills to sell more of the things you have to offer such as room up-grades, leisure, treatments, merchandise-you name it!
  • The power of recommendation and cross selling.

The Programme

When an individual learner or a team sign up to a programme then the experience begins.

The MAX Learning Guide

We will send the individual The MAX Learning Guide on the subject they have signed up to. The MAX learning guide is a structured way to work through the programme. It provides space for learners to take notes and it has expanded information for ongoing reference.

Welcome to the programme zoom call

We will schedule a 15-minute zoom call with each learner to welcome them to the programme, explain the aims and objectives and process and to discuss their individual learning objectives.

Online modules

Learners will then be sent the link to an interactive online programme which they can work through at their own pace. The programme is set out in logical sections and works in conjunction with the learning guide. The length of the online programme will vary depending on the subject.

Group Zoom deep dive-session

Having completed the online modules, learners participate in group session on zoom, with all the other learners on the programme. During this typically two-hour session, we will go deeper into the subject and answer questions to help people absorb and apply the training. Learners also benefit from the social interaction. During this session we will run a quiz on the subject with live scoring. This is designed to give a point to the training and to help validate the training.

Online follow-up and exam

Following the Group Zoom deep dive, each learner will be sent a link to additional online learning and the validation exam for the programme. The results will be shared with the learner and a certificate will be issued to people who graduate from the programme.

Individual Zoom Coaching Session & Review

Each learner will then have a 1 hour Zoom coaching session with their Maxima coach. During this session, the learner will have the opportunity to explore any elements of the programme they need more help with. We will also be challenging the learner to confirm their action plan for using the learning in the real world.

Programme fee

£275 per person plus vat – Rate includes The MAX Guide to Service that sells and access to online modules to support the programme.

Programme Leaders

Martin Pepper – Fellow of the Institute of Sales Management MD Maxima Training & Development

Martin is the Managing Director of Maxima Training & Development. Martin has held Senior Management positions in the airline and hospitality industries and was Director of Sales Training & Business Development Worldwide for Forte Hotels before co-founding Maxima in 1995.

Martin is valued by clients for his experience, down to earth approach, fast pace, understanding of business reality, humour and ability to communicate in a motivational style that makes people want to take action.

Martin is a Fellow of the Institute of Sales Management in recognition of his outstanding contribution to developing salespeople in the hospitality industry. Martin is a sought-after conference speaker on a range of subjects related to developing people to develop business.

Martin is a qualified trainer and coach through the CIPD and is a licensed Insights Discovery Practitioner. A life-long learner, Martin has resisted the temptation to complete a PhD on the basis that no one would take a Doctor Pepper seriously!

What our delegates say

  • "I was amazed to think if my venue could sell on average just £100 more an hour for 10 hours each day for 365 days then we would take an extra £365,000 for the year in sales."

  • "Thank you I can see so much opportunity for us to be selling more across the hotel."

  • "I love the quote “everything counts every second of every day.” I can see now we miss so many opportunities. Can’t wait to pass this on to my team."

  • "Just wanted to say a big thank you. I took my action plan back to the hotel and trained my team. In week one we have improved average spend in the bar and the restaurant by 12.7% just by focusing on asking the right questions at the right time."

Terms and conditions

On receipt of your booking Maxima will confirm your booking via email. Maxima will also invoice you the fee for the programme for which the payment is due on receipt. All fees must be paid prior to the training day.

Once booked, fees are not refundable, and cancellations are charged in full. Substitutions are allowed at any time. In case of sickness and or unavoidable problems on the day, then we will endeavour to get the participant onto the next available programme.

Maxima reserve the right to cancel or postpone any programme where minimum numbers are not obtained. In such a case, participants will be offered a full refund or a place on an alternative programme. Should a programme need to be postponed or cancelled, Maxima will notify participants at least 21 days in advance of commencement of the programme.

Purchase now

£275.00