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Sandals Resorts Increases Lead Conversion by 23% through Developing Their Call Center Sales Staff with Janek Training

Sandals Resorts International sought a sales training provider who could shift their call center sales staff from transaction-based selling to consultative, enhancing the customer experience by identifying customer needs and selling on value.

Through a deep dive, Janek gained full comprehension of Sandals’ mission and values, facilitating a holistic sales training and reinforcement process.

About Sandals Resorts International

Sandals Resorts is a Jamaica-based luxury resort company with over 20 properties throughout the Caribbean and in excess of 5,000 employees. Sandals-branded resorts are adult couples-only properties noted for their all-inclusive features. The company has received numerous awards – including 23 consecutive years as a World Travel Awards winner.

The Challenge

Sandals’ high-volume call center receives inquiries from customers around the globe, and the company realized its sales staff was operating on a transactional basis, rushing through the sales process.

The organization identified the need for a sales training partner who could shift the sales conversation from transactional to one of Trusted Advisors, identifying customer needs and cross- and up-selling opportunities, and enhancing the sales experience by selling on value

The Solution

After thoroughly discovering Sandals’ mission, values, and offerings, Janek’s team developed and customized their Critical TeleSelling Skills program – including industry-specific nomenclature, role-plays and activities based on customer use cases, and a live chat training module to emulate personalized dialogues with leads.

Janek also ensured long-term skill sustainment and reinforcement through coaching and Xpert, Janek’s online training reinforcement tool.

The Results

The training succeeded in its goals. Receiving overwhelming praise from participants, the project skyrocketed the success of Sandals’ pipeline, translating into an over 23% lead conversion increase. 95% of participants also stated the training was a worthwhile investment in their career.

Post-Training Results

615 %
23 %
96 %
98 %
Sandals Case Study

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