SCHOOL OF SALES CURRICULUM

Transcription

1 10 SCHOOL OF SALES CURRICULUM Sales 101: The Counselor Salesperson Sales 201: Negotiating to Yes...12 The 5 Choices to Extraordinary Productivity...13 Effective Showround Techniques Fundamentals of Negotiation...15 Effectively Handling Enquiries Driving Your Business Performance...17 Sales Symposium... 18

2 SCHOOL OF SALES CURRICULUM 11 SALES 101: THE COUNSELOR SALESPERSON A NEW, INNOVATIVE APPROACH TO SELLING WORKSHOP OVERVIEW Learn to approach your job differently by developing a fresh approach to sales fundamentals. The Counselor Salesperson helps you to develop essential skills that build lucrative long lasting relationships through the use of a four step consultative selling process. You will learn new approaches to selling that don t feel like traditional, high-pressure sales techniques. CONTENT OVERVIEW The Four Step Process: Relating Advocating Discovering Supporting COURSE SCHEDULE: One day session offered quarterly or as needed. COURSE ID: #3734 TO LEARN MORE CONTACT: EMEA REGION: APAC REGION: Henrietta Buxey [email protected] Alex Ohse [email protected] Michelle Murphy [email protected] Ray Mckiernan [email protected] AMERICAS REGION: Pam Braesicke [email protected] Lauren Hulsey [email protected] Kristen Meletio [email protected]

3 SCHOOL OF SALES CURRICULUM 12 SALES 201: NEGOTIATING TO YES NEGOTIATION SKILLS THAT BUILD STRONG BUSINESS RELATIONSHIPS WORKSHOP OVERVIEW Negotiating to Yes gives salespeople a proven approach for turning face-toface confrontation into side-by-side problem solving. You ll learn to negotiate more effectively and establish win-win business agreements that lead to long term customer relationships. CONTENT OVERVIEW The Four Step Process: Principled Negotiation Aligning People Exploring Issues Reaching Agreement COURSE SCHEDULE: Offered continuously throughout each quarter. COURSE ID: #4270 TO LEARN MORE CONTACT: EMEA REGION: APAC REGION: Henrietta Buxey [email protected] Alex Ohse [email protected] Michelle Murphy [email protected] Ray Mckiernan [email protected] AMERICAS REGION: Pam Braesicke [email protected] Lauren Hulsey [email protected] Kristen Meletio [email protected]

4 13 SCHOOL OF SALES CURRICULUM THE 5 CHOICES TO EXTRAORDINARY PRODUCTIVITY A FRANKLIN COVEY PROGRAM WORKSHOP OVERVIEW CONTENT OVERVIEW In this session you will learn how to achieve extraordinary results. The Five Choices focuses on making day-to-day decisions that are centered around your most important outcomes instead of focusing on the gravel that constantly is thrown your way. Learn to eliminate the activities that distract you from achieving your most important goals. Understand the difference between urgent and important Diagnose how to productively spend your time Learn to say no to irrelevant and unimportant activities Minimize and effectively manage crisis Eliminate time wasters and other low priorities Build energy management into your time Fine balance between personal and professional demands Understand the power of roles Implement daily and weekly planning processes Learn best practices for , interruptions, and procrastination. COURSE ID: #4387 TO LEARN MORE CONTACT: EMEA REGION: Henrietta Buxey [email protected] APAC REGION: Alex Ohse [email protected] Michelle Murphy [email protected] Lauren Hulsey [email protected] Kristen Meletio [email protected] AMERICAS REGION: Pam Braesicke [email protected] Ray Mckiernan [email protected]

5 SCHOOL OF SALES CURRICULUM 14 EFFECTIVE SHOWROUND TECHNIQUES WORKSHOP OVERVIEW This workshop develops skills for effectively selling hotels in a face to face setting while on property. This session will help you drive conversion of appointments to confirm business whilst ensuring you differentiate your property/s from others in the market. CONTENT OVERVIEW Importance of preparation Standing out from a competitive market Using the Sit/Show/Sit process Identifying customer s needs/priorities Matching customer s priorities with solutions Using professional showround tips Effectively closing a showround COURSE SCHEDULE: Course offered on a quarterly basis by region or property depending on business needs. COURSE ID: #4425 TO LEARN MORE CONTACT: EMEA REGION: APAC REGION: Henrietta Buxey [email protected] Alex Ohse [email protected] Michelle Murphy [email protected] Ray Mckiernan [email protected] AMERICAS REGION: Pam Braesicke [email protected] Lauren Hulsey [email protected] Kristen Meletio [email protected]

6 SCHOOL OF SALES CURRICULUM 15 FUNDAMENTALS OF NEGOTIATION (SALES 101) WORKSHOP OVERVIEW This session is designed for those new to the negotiation process and is a beginner s level workshop focused on advancing basic negotiation skills. A detailed review of the steps to negotiating, understanding of customer, property and company expectations along with the opportunity for practice will help participants build confidence to negotiate in a continuously changing market. CONTENT OVERVIEW Review of the negotiation process Develop a proper attitude and approach to negotiating Use negotiations to increase conversion through improved closing techniques Live telephone Role Plays COURSE SCHEDULE: One day session offered quarterly or as needed. COURSE ID: #4426 TO LEARN MORE CONTACT: EMEA REGION: APAC REGION: Henrietta Buxey [email protected] Alex Ohse [email protected] Michelle Murphy [email protected] Ray Mckiernan [email protected] AMERICAS REGION: Pam Braesicke [email protected] Lauren Hulsey [email protected] Kristen Meletio [email protected]

7 SCHOOL OF SALES CURRICULUM 16 EFFECTIVELY HANDLING ENQUIRIES WORKSHOP OVERVIEW This session focuses on effectively handling enquiries to drive GC&E Conversion. Participants will learn the necessary skills to manage group conference & sales enquiries and operate as an efficient sales professional. CONTENT OVERVIEW Characteristics of an effective sale professional Working through the stages of a sales conversion Building trust Discovering customers needs through effective questioning Presenting customized solutions Gaining commitment and closing Effective follow up procedures Importance of tone and technique Handling mystery shoppers COURSE SCHEDULE: One day session offered quarterly or as needed. COURSE ID: #4424 TO LEARN MORE CONTACT: EMEA REGION: APAC REGION: Henrietta Buxey [email protected] Alex Ohse [email protected] Michelle Murphy [email protected] Ray Mckiernan [email protected] AMERICAS REGION: Pam Braesicke [email protected] Lauren Hulsey [email protected] Kristen Meletio [email protected]

8 SCHOOL OF SALES CURRICULUM 17 The School of Sales is excited to announce the addition of our new workshop titled DRIVING YOUR BUSINESS PERFORMANCE Is your team struggling to retain accounts or find new business? Do you want to drive more market share from existing accounts? Does the team identify the right accounts in order to deliver a greater return to your property? What reports are used in making the commercial decisions to choose what is right for the business? Driving Your Business Performance will guide your team through these questions while developing their ability to deliver stronger results. WORKSHOP OVERVIEW This NEW case study driven course focuses on enhancing the customer relationship and revenue performance by developing strategic planning skills. Participants will learn to drive EBITDA performance by managing customers as they move through the sales arena. TO LEARN MORE CONTACT: EMEA REGION: APAC REGION: Henrietta Buxey [email protected] Alex Ohse [email protected] Michelle Murphy [email protected] Ray Mckiernan [email protected] AMERICAS REGION: Pam Braesicke [email protected] Lauren Hulsey [email protected] Kristen Meletio [email protected]

9 SCHOOL OF SALES CURRICULUM 18 SALES SYMPOSIUM WORKSHOP OVERVIEW The Sales Symposium is designed to onboard new sales professionals to Hilton Worldwide. The objective of the symposium it to provide the sales professional with the tools, resources and education to drive results at their new property. CONTENT OVERVIEW Brand Culture Global Customer Marketing and Hilton Honors Global Distribution Systems and working with OTAs Revenue Management Selling Hilton Worldwide products Situational Leadership workshop COURSE SCHEDULE: Please contact your Regional L&D Manager. TO LEARN MORE CONTACT: EMEA REGION: APAC REGION: Henrietta Buxey Alex Ohse Michelle Murphy Ray Mckiernan AMERICAS REGION: Pam Braesicke Lauren Hulsey Kristen Meletio

10 19 THE COUNSELOR SALESPERSON CERTIFICATION PROCESS EMEA 1. Register online in HWU 2. Complete e-learning and pre-course requisite materials 3. Complete the Counselor Salesperson residential course (Sales 101) 4. When back in the business, review, agree and set timelines of your action plan with the line manager 5. Start to execute your individual action plan and put new skills into practice, within the agreed timeline 6. Finalise and complete action plan with line manager 7. Send completed action plan to senior sales manager (e.g. ADOS/RDOS/DBD) for approval & sign off 8. Senior sales manager (e.g. ADOS/RDOS/DBD) to send approval to course facilitator (Alex Ohse, Henrietta Buxey or Michelle Murphy) 9. School of Global Sales update Hilton Worldwide University to say Attended and Certified 10. CERTIFICATE IS AVAILABLE IN YOUR LEARNING HISTORY WITHIN HILTON WORLDWIDE UNIVERSITY NOTE: If you leave the company before action plan has been completed, certification is at the discretion of your line manager and your participant guide must be returned to Hilton Worldwide

11 20 TESTIMONIALS It was a pleasure to meet you and to take part in the CSP training. I have learned a lot and I do believe that I will be able to use these skills during every day work. I would like to take this opportunity to thank you; this was a great experience for me. You have presented everything in such an interesting way and gave us examples that are easy to understand and remember. I must say that your energetic message has been well assimilated by the team who are enthusiastic in their new working methods. They thoroughly enjoyed participating in the 5 choices and there have been many positive comments on the program. A huge thank you for having put this program in place and please let me know if there are any other programs in the future you think would benefit this audience. Thank you again for your great training during the Counselor Salesperson. I am developing new skills that will help me be more effective in securing business for my hotel. Thanks very much for a great day on 5 Choices. This was very valuable food for thought! I keep on hearing: What an awesome training! I just wanted to share this positive feedback with you and show you one of the many examples of the Q2 language that we are using in a daily base. It has been adopted very quickly and we will ensure that it continues! I thank you once again for this awesome and applicable training! Thank you for that memorable day, I loved the journey. All the courses I have taken through the School of Sales have added tremendous value in my current role. This was a great learning experience. You are a passionate facilitator and I admire your ability to lead in such the interactive and fun way. All your sales experience helps so much in training us effectively. Let me take this opportunity to thank you for having supported and funded this training which has been highly appreciated by all our participating senior sales team members. It goes without saying that we all have been inspired/astonished/surprised to learn or being reminded to techniques to further prioritize and focus within our work/life environment. Also worth to mention is the advice given on how to use Outlook features better and more effective thus saving lots of time we can spend on client interaction, etc. It is clear to see the team has embraced their learning and are putting their new skills into practice (which is often the hardest part!).

12 21 EMEA SCHOOL OF SALES TRAINING SCHEDULE 2014 COURSE LOCATION START DATE COURSE LENGTH COURSE LOCATION START DATE COURSE LENGTH MARCH MAY GC&E ENQUIRY HANDLING Hilton Brighton Metropole, UK 4 March 1 day SHOWROUND TECHNIQUES Hilton Brighton Metropole, UK 5 March 1 day GC&E ENQUIRY HANDLING Webinar Introductory Overview of Enquiry Handling 12 March 1 hour GC&E ENQUIRY HANDLING Hilton Sandton, South Africa 24 March 1 day SHOWROUND TECHNIQUES Hilton Sandton, South Africa 25 March 1 day FUNDAMENTALS FOR NEGOTIATION Hilton Leicester, UK 25 March 1 day NEGOTIATING TO YES Hilton Sandton, South Africa 26 March 1 day 5 CHOICES Hilton Sandton, South Africa 27 March 1 day GC&E ENQUIRY HANDLING Hilton The Hague, Netherlands 26 March 1 day SHOWROUND TECHNIQUES Hilton The Hague, Netherlands 27 March 1 day APRIL COUNSELOR SALESPERSON (SALES 101) Hilton London Gatwick Airport, UK 1 April 3 days SHOWROUND TECHNIQUES Webinar Overview of Showround Techniques 2 April 1 hour 5 CHOICES Hilton Ankara, Turkey 8 April 1 day GC&E ENQUIRY HANDLING Hilton Ankara, Turkey 9 April 1 day SHOWROUND TECHNIQUES Hilton Ankara, Turkey 10 April 1 day GC&E ENQUIRY HANDLING & SHOWROUND TECHNIQUES Hilton Dublin, ROI 15 April 1 day FUNDAMENTALS OF NEGOTIATION Hilton Dublin, ROI 16 April 1 day 5 CHOICES Hilton London Docklands Riverside, London 16 April 1 day GC&E ENQUIRY HANDLING Webinar Introductory Overview of Enquiry Handling 24 April 1 hour 5 CHOICES Hilton Munich City, Germany 29 April 1 day FUNDAMENTALS FOR NEGOTIATION Hilton Munich City, Germany 30 April 1 day CSP, NTY, GC&E & 5 CHOICES Egypt (Venue TBC)* May SHOWROUND TECHNIQUES Hilton Prague, Czech Republic 6 May 1 day GC&E ENQUIRY HANDLING Hilton Praque, Czech Republic 7 May 1 day FUNDAMENTALS FOR NEGOTIATION Hilton Prague, Czech Republic 8 May 1 day GC&E ENQUIRY HANDLING Webinar Introductory Overview of Enquiry Handling 7 May 1 hour COUNSELOR SALESPERSON (SALES 101) Hilton Rotterdam, Netherlands 13 May 3 days GC&E ENQUIRY HANDLING Hilton Bradford, UK 21 May 1 day SHOWROUND TECHNIQUES Hilton Bradford, UK 20 May 1 day FUNDAMENTALS FOR NEGOTIATION Hilton Bradford, UK 22 May 1 day COUNSELOR SALESPERSON Hilton Liverpool, UK 28 May 3 days JUNE GC&E ENQUIRY HANDLING Webinar Introductory Overview of Enquiry Handling 4 June 1 hour GC&E ENQUIRY HANDLING UAE (Venue TBC) 5 June 1 day SHOWROUND TECHNIQUES UAE (Venue TBC) 6 June 1 day COUNSELOR SALESPERSON UAE (Venue TBC) 8 June 3 days NEGOTIATION TO YES UAE (Venue TBC) 11 June 1 day 5 CHOICES UAE (Venue TBC) 12 June 1 day SHOWROUND TECHNIQUES Hilton Antwerp, Belgium 24 June 1 day GC&E ENQUIRY HANDLING Hilton Antwerp, Belgium 25 June 1 day FUNDAMENTALS FOR NEGOTIATION Hilton Antwerp, Belgium 26 June 1 day Egypt 2014 Sales training is a work in progress with regional leaders. To Register and view current offerings please visit Hilton Worldwide University and search for the course name or number. March 2014 v4 Course Name Course ID Price Negotiation to Yes (Sales 201) 4270 $800 USD 5 Choices 4387 Complimentary Counselor Salesperson (Sales 101) 3734 $1,900 USD GC&E Enquiry Handling 4424 $250 USD GC&E Enquiry Handling Introductory Overview Webinar 4447 Complimentary Effective Showround Techniques 4425 $250 USD Showround Techniques Introductory Overview Webinar 4448 Complimentary Fundamentals For Negotiation 4426 $500 USD Need bespoke training? Please contact School of Sales to talk through a solution.

13 22 REGISTERING FOR COURSES IN HILTON WORLDWIDE UNIVERSITY The purpose of this job aid is to guide you through the step-by-step process of registering for a scheduled offering within Hilton Worldwide University. REGISTERING FOR AN OFFERING When you are logged into HWU, follow these steps to register for an offering: When you log in to the HWU site, you will automatically go to your Home Screen. To register for a course pending in your learning plan, find the course in the title labeled My Learning Assignments : 3. The offering dates and times will be listed. This screen will also provide the location, number of seats available and the cost to attend the session. Click View Details to see additional offering details If the offering has limited seating, you will see these details under Registration Information. Also included will be the offer Contact Information. If you have questions about this offering, they should be directed to the Contact listed. 4. Click Register Now. 1. Click the Register Now button 2. The registration Screen will appear to display any available offerings 5. On the confirmation screen, if needed, enter any comments you want to included and click Confirm.

14 REGISTERING FOR COURSES IN HILTON WORLDWIDE UNIVERSITY 23 Once your registration is complete, you will receive a confirmation from HWU 3. Confirm the price. Click Checkout. 4. Enter your credit card details. Click Next. ENTERING BILLING INFORMATION FOR OFFERINGS WITH A FEE 5. Enter the billing address. Click Next. Registering in an Offering with a fee: 1. Some courses have a fee associated with the training. All pricing information is viewable under the Offering Details. 2. When you register for an offering with a cost, the Shopping Cart screen will appear

15 REGISTERING FOR COURSES IN HILTON WORLDWIDE UNIVERSITY Confirm the credit card information and Billing Address. Click Place Order. 7. To view your registration, find the course in the My Learning Assignments tile. Click the arrow next to ENROLLED. 8. Click on View Registration, You have two actions now available to you. You can view the offering details, or you can withdraw from the offering

16 25 REGISTERING FOR SKILLSOFT COURSES ACCESSING THE SKILLSOFT LIBRARY The General Studies College at HWU provides you with access to the SkillSoft Library, offering an extensive a collection of over learning resources, including elearning modules, book summaries with Books 24x7, simulations, job aids and more! 3. Click on the General Studies College Link to view specific Catalogs and Curricula To access SkillSoft, follow the quick steps provided below and embark on your development journey! 1. Access HWU from OnQ Insider Login to OnQ Insider at and click on the open book icon located on the right of the page. 4. Click on the Course Curricula Link to view the various Catalogs and Topics available (make sure to select view all to see all available offerings) 2. Select the Browse all courses Link to view all of the SkillSoft courses available 5. Select your language and click on Business Curricula Link to view specific focus areas In this library, you will also have access to Books 24x7, an online resource that containing thousands of digitized best in class books, summaries, research reports and downloadable guides. Please note that a majority of the SkillSoft courses that you ll find most useful will be in the Business Curricula and Desktop Curricula Catalogs. From there you may also use the additional filters available on the left hand column to narrow down your search and select on a specific resource or course to learn more. ENJOY!

17 26 ecornell COURSES ecornell is your online link to professional education from Cornell University. ecornell courses provide an engaging learning experience through a combination of rigorous and relevant coursework, enriching facilitation by subjectmatter experts, and Structured Flexibility to enable you to work when and where it is convenient for you. ecornell courses are authored by renowned faculty from Cornell s highly-rated Johnson Graduate School of Management, School of Hotel Administration, School of Industrial and Labor Relations and the College of Engineering. Click on a course below to learn more about offerings from ecornell. To view the site, go to To enroll in any of the courses listed below, click on the course name. BUSINESS AND MANAGEMENT HAME504 Understanding Team Dynamics HAME505 Facilitating Group Decisions HAME506 Improving Personal and Workgroup Productivity HAME507 Mastering the Time Value of Money HAME508 Making Capital Investment Decisions HAME509 Risk and Return: How to Identify, Measure, and Incorporate Into Capital Budgeting Decisions HAME510 Raising Capital: The Process, the Players, and Strategic Considerations HAME511 Managing Strategic Change HAME512 Managing People More Effectively HAME513 Understanding Financial Statements HAME514 Using Ratio Analysis to Evaluate Financial Performance HAME518 Creating Service Cultures HAME519 Secrets of Phenomenal Customer Service ILRMD501 Selection Requirements and Communications Skills for Interviewing ILRMD502 Legal and Unbiased Interviewing and Selection ILRMD503 Overcoming Barriers to Successful Management ILRMD504 Leading People to Higher Performance ILRMD505 Legal Issues in the Workplace ILRMD506 Preventing and Addressing Inappropriate Workplace Behaviors ILRMD507 The Power of Managing Your Time and Personal Priorities ILRMD508 Managing People Issues to Stay Focused on Priorities ILRMD509 The Impact of Personality Styles on Communication ILRMD510 Managing Communication Challenges ILRMD511 Managing Performance ILRSM509 Developing an Agenda for Change ILRSM510 Mapping the Political Terrain of Allies and Resistors ILRSM511 Negotiating Support and Buy-In for Your Agenda ILRSM512 Mobilizing the Coalition for Action ILRSM513 Establishing Momentum: Managing Structure, Resources, and Performance ILRSM514 Sustaining Momentum: Motivating Through Vision, Culture, and Political Agility ILRSM515 Preparing for Negotiations ILRSM516 Tactics and Skills for Negotiating ILRSM517 The Coaching Mindset for Engaging and Developing Others ILRSM518 The Coaching Process for Engaging and Developing Others LSM506 Executive Decision Making LSM507 Leading Through Creativity LSM521 Essentials of Marketing Strategy LSM522 Applied Marketing Strategy and Decision-Making Tools LSM523 Marketing Research and Analysis LSM524 Creating and Communicating the Value of Your Brand LSM525 Introducing New Products: Successes and Failures LSM526 Distribution Strategy and International Marketing LSM531 Strategy and Performance Reporting LS532 Management Reporting: Bridging the Gap Between Strategy and Data LSM533 Understanding Pay-for-Performance LSM534 Measuring and Improving Margins LSM535 Capacity, Surplus and Performance Measurement LSM536 Measuring and Improving Efficiency LSM541 Competitive Advantage and Profitability LSM542 Strategic Positioning in Markets LSM543 The Strategy of Mergers and Acquisitions LSM544 Managing Supply Chain Threats and Opportunities LSM545 The Application of Game Theory to Business Strategy LSM546 Strategic and Tactical Pricing LSM551 Measuring Customer Preferences with Conjoint Analysis LSM552 Segmentation and Targeting with Cluster Analysis LSM553 Positioning with Perceptual Mapping LSM554 Predicting and Managing Customers Lifetime Value LSM555 Market Response Modeling Continued on next page >

18 ecornell COURSES 27 HOSPITALITY AND FOODSERVICE MANAGEMENT HAME515 Statistical Decision Making: Describing Data HAME516 Statistical Decision Making for Hospitality Managers SHA501 Marketing Fundamentals for the Hospitality Industry SHA502 Conducting Effective Hospitality Marketing Research SHA503 The Hospitality Marketing Mix: Product and Price SHA504 The Hospitality Marketing Mix: Place and Promotion SHA505 Meeting the Challenges of Foodservice Management SHA506 Foodservice Management: Marketing, Service, and HR Systems SHA507 Foodservice Management: Menu Planning and Marketing, and Merchandising Strategies SHA508 Foodservice Management: Control Systems and Related Systems SHA509 Introduction to Restaurant Revenue Management SHA510 Managing Revenue with Service Cycle SHA511 Managing Revenue with Table Mix SHA512 Managing Revenue with Pricing SHA531 Introduction to Hotel Revenue Management SHA532 Forecasting and Availability Controls in Hotel Revenue Management SHA533 Pricing Strategy and Distribution Channels in Hotel Revenue Management SHA534 Overbooking Practices in Hotel Revenue Management SHA535 Non-Traditional Applications of Hotel Revenue Management SHA541 Price and Inventory Controls SHA542 Price Sensitivity and Pricing Decisions SHA543 Segmentation and Price Optimization SHA544 Displacement and Negotiated Pricing SHA545 Search Engines and Online Selling: Stimulating Incremental Demand SHA546 Marketing the Hospitality Brand through New Media: Social, Mobile & Search SHA547 Hospitality Customer Engagement through New Media Marketing SHA548 Social and New Media Marketing SHA551 Strategic Hospitality Management I: Formulating Strategy SHA552 Strategic Hospitality Management II: Creating Value SHA553 Strategic Hospitality Management III: Implementing Strategy SHA561 Financial Analysis of Hotel Investments SHA562 Control of Hotel Real Estate SHA563 Valuing Hotel Investments Through Effective Forecasting SHA564 Valuing Hotel Intellectual Property and Structuring the Capital Stack SHA565 Developing an Asset Management Strategy SHA566 Achieving Hotel Asset Management Objectives PROJECT LEADERSHIP AND SYSTEM DESIGN CEPL551 Introduction to Project Leadership CEPL552 Project Teams: Mining Collective Intelligence CEPL553 Dealing with Difference CEPL554 Earned Value Management CEPL555 Influence Without Authority CEPL556 Conflict Resolution CESYS501 Getting Started on Product and Service Design CESYS502 Targeting Product and Service Designs to Customers Needs CESYS503 Exploring the Design Space and Optimizing the Design CESYS504 Thinking Through the Structure of System Design CESYS505 Ensuring the Success of Product and Service Design CESYS506 Executing and Improving System Design

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