Case Study
“How can we help our teams convert more enquiries with confidence?”
What They Needed
The Holiday Place are a specialist tour operator known for personalised service, strong value and a wide range of holidays in exotic destinations. To support their ambition of becoming the UK’s number one tour operator, they needed to lift the sales performance of their telephone reservations team.
They identified the need to:
- Strengthen closing capability across all reservation staff
- Improve cross selling and upselling skills to increase sales value
- Build stronger relationships and questioning techniques early in the call
- Increase conversion rates and profit per sale through structured conversations
- Equip team leaders with coaching skills to embed behaviour change
In short: How do we help our reservations team close more deals and increase the value of every customer interaction?
What We Did
Using a modular design, we created a three part Sales Effectiveness programme focused on the core skills needed to convert more enquiries and strengthen customer conversations.
The programme included workshop modules covering relationship building, questioning, proposing solutions, gaining commitment, negotiation and problem solving. Team leaders also attended targeted coaching sessions to support day to day performance.
Supported by:
- Module One: Relationship building and questioning to create stronger early engagement
- Module Two: Proposing solutions and closing skills to secure commitment
- Module Three: Negotiation and problem solving to handle challenges confidently
- Coaching workshops for team leaders to sustain performance after training
- Structured call frameworks and tools to improve consistency across all enquiries
The programme was built to give the team a clear, confident and consistent approach to converting enquiries and growing sales value.
The Difference It Made
Quality of programme design
Quality of programme delivery
Increase in sales conversions
Capability in upselling
Confidence in negotiation
The programme delivered immediate and measurable improvements across the reservations team, with notable lifts in confidence, sales behaviours and conversion rates.
- Quality of programme design: 3.9 out of 4 – practical, relevant and tailored to real customer conversations
- Quality of programme delivery: 9.3 out of 10 – facilitators were praised for being engaging, supportive and easy to learn from
- Increase in sales conversions: 86% – reflected in a 50% uplift in closed enquiries
- Capability in upselling: 79% uplift – resulting in higher average sale values across key products
- Confidence in negotiation: 92% uplift – supporting better handling of price and product queries
The training helped The Holiday Place significantly increase conversions, improve customer interactions and drive a substantial lift in sales performance.
