Sales and service are complementary skills. A successful Travel Professional needs both to succeed. One of the nation's largest online and offline leisure travel companies sought an assessment solution that could identify the candidates with the best combination of service and sales competencies. Logi-Serve implemented our award-winning Service and Sales Assessment, which successfully identified high performers in both service and sales.Customer
One of the nation's largest online and offline leisure travel companies, this client owns cruise and vacation brands, as well as operates a travel agency franchise.Challenge
Our client serves the leisure travel through two roles—a Travel Sales specialist, primarily responsible for booking new travel, and a Customer Care specialist, who services a booked customer’s changing travel needs. Although the roles are differentiated, each has service and sales components, prompting the client to seek a solution that could identify the candidates with the best combination of service and sales competencies.Solution
Logi-Serve implemented our Service and Sales Assessment and created two separate customized benchmarks, one for each role. These benchmarks were created by understanding the competency profiles of the client’s top-performing incumbent employees in each of the two roles.Results
Professionals in both the Travel Sales and Customer Care roles who scored higher on the Logi-Serve assessment exhibited better service and sales performance than their low-scoring peers. Across the two positions, the improvement in customer conversions alone provides an incremental annual profit of around $360,000.