Upselling and cross-selling are critical sales skills that generate significant revenue for service companies. Logi-Serve helped a global travel service provider identify high-quality service associates who also excelled at upselling.Customer
One of the world’s leading travel service providers, with 12,000 employees globally, provides numerous travel-related services to companies around-the-world. Much of their business comes from providing direct travel booking services through their 8,000+ Travel Counselors who book travel, as well as manage travel changes and interruptions.Challenge
Travel Counselors book travel for corporate clients in what is primarily a service-oriented role. Adding hotels to reservations (known as “hotel attachments”) provide an opportunity for the Travel Company to earn significant commissions beyond their basic service fees. Can the Travel Company identify Travel Counselors who excel at both customer service and upselling hotels stays?Solution
Logi-Serve implemented our Service and Sales Assessment and calibrated the scoring with a customized scoring benchmark by examining the competency profiles of our client’s top-performing Travel Counselors. The resulting profile captured the constellation of capabilities required both to provide excellent customer service, and those that identified superior ability to upsell.Results
The Assessment successfully identified Travel Counselors who provided both high customer satisfaction and incremental revenue. Travel Counselors who scored high on the calibrated assessment were successful 79% of the time in adding a hotel accommodation to a reservation, while low scorers did so only 66% of the time. High scoring Travel Counselors were 3.4 times more likely to receive top customer satisfaction ratings from supervisors than low scorers.
The overall direct financial incremental financial impact of performance was estimated to be at least $1M. The indirect impact of these performance improvements on the company’s reputation, and on its ability to win future business was $15 million.