Kennedy Webcast – Using The Value Pyramid Model To Sell Guest Experiences and Not Just Rent Them Rooms (Or Units!)

In this webinar, Doug Kennedy will cover KTN’s “Value Pyramid” as a model for helping reservations sales agents remember to sell the comprehensive features that create the overall guest experience. Too often, today’s contact center reps simply quote the same rates and options that prospective guests have no doubt already seen online prior to reaching out, effectively providing what is merely “website search support.” Instead, those who join in will learn new and better ways to engage callers in genuine, authentic, conversations, allowing them to sell the overall experience. When you take time to consider that the average guest spends very little time in their accommodation, versus being out and about during their stay, their experience will be far more impacted by the destination itself, the location of the accommodation within that destination, and the amenities and services that are in-house or in the neighborhood.