Customized sales, hospitality/guest services, and revenue management training programs for the hotel and lodging industry.
Hotel Telephone Mystery Shopping
Before founding KTN, Doug Kennedy was an early pioneer in the field of hotel reservations mystery shopping, and later group sales mystery shopping, dating back to the early 1990's. So KTN's telephone mystery shopping business has been built from the ground levels to overcome some of the challenges with traditional reservations and sales mystery shops. For example, to avoid voice recognition, KTN uses a wide range of mystery shopping callers representing the demographics of your actual guests. Yet to ensure a consistency in scoring, we designate a Reservations or Sales Coach who is responsible for producing all of the reservations or sales mystery shop call reports for your location. If you have used a telephone mystery shopping service in the past, you might have encountered a circumstance whereby the numerical (percentage) score of the shop call looked great at first glance; yet when you listened to the actual mystery shopping call recording the conversation did not go that well. That is why KTN's mystery shopping service offers the option of having your Reservations or Sales Coach also assign a separate letter grade for "Quality," such as how well the hotel sales or reservations agent used the proven sales techniques to engage the caller in a conversational sales approach. Other challenges KTN works continuiously to overcome include:
- Using call stories and scenarios that match your real-world callers.
- Rotating phone numbers if your agents have caller ID.
- Targeting an even distribution of the number of hotel reservations mystery shopping reports per agent, per month. (Note: To help us succeed please provide frequent updates on agent schedules.) (Additional surcharge applies.) Hotel group sales mystery shopping is generally easier to target to a specific individual.
- Avoiding shopping over-flow call centers, unless otherwise asked to target or otherwise include their shop call reports. (Additional surcharge applies.)
KTN also customizes its criteria according to the needs of the client company or hotel. We have our baseline mystery shopping criteria which integrates with the strategies from the SAILS training program. This criteria can be adjusted, meaning you can add, delete, or edit any of the criteria and definitions. Just let us know before the start of the month.
Rather than just reporting on what agent's did or did not do, KTN's reservations and hotel sales mystery shopping reports include coaching tips specific to each call, offering suggestions and specific examples for use during future calls.
All KTN hotel telephone mystery shopping reports are delivered online. This means that as soon as your designated Reservations or Sales Coach scores the shop calls from our diverse mix of mystery shopping callers, which can be from 1 to 3 business days, you will receive an email that includes a link to review the checklist results online. You can also follow a like to download and then play the actual mystery call recording, which is a vital component of any effective sales coaching process.
As soon as the last mystery shopping call has been scored and reported for the month, your Reservations or Sales Coach will then send summary reports to the designated distribution list, so that busy executives do not have to log-in to see results, including overall feedback and coaching tips for the sales team. For those managers who need or simply prefer to log-in directly, KTN can set-up online access so that you can review all the telephone mystery shop call reports online in real time as their calls are scored.
The base fee for KTN's hotel reservations mystery shopping reports is $25. This includes a customized call criteria, online deliver including a link to download the audio reporting, and coaching tips for each call report. An additional surcharge of $3 per call report applies for us to target specific agents each month and to avoid overflow calls to call centers. An additional $3 per call surcharge also applies for KTN to make reservations on every mystery shopping call. Contact us directly for pricing on hotel sales department or hotel catering sales mystery shopping services.
There are no contracts nor long-term commitments required to utilize KTN's reservations mystery shopping services. Reports can be purchased online as needed by following the Shopping Cart link to PayPal below, or you can contact us for payment by check in which case the terms are quarterly in advance. Please also contact us if you would like to pay by credit card but do not find the Shopping Cart item option you are looking for. You can reach our corporate offices between the hours of 9am and 5pm Eastern Time Zone at 954.981.7689 or via email at: info@kennedytrainingnetwork.com
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