How ASLAN's Sales Training Transformed a Luxury Spa's Call Center to Boost Appointment Revenue by $167,700.
10%Overview
See how ASLAN's integrated sales training program transformed an upscale spa company's call center from transaction processors to revenue generators. Through targeted selling skills development, sales coaching implementation, and comprehensive sales management training, representatives achieved remarkable results—including a 75% increase in high performers, 10% growth in service revenue, and significant increases in gift card sales. This case study demonstrates how effective sales training combined with consistent coaching creates sustainable performance improvement.
Hospitality Call Center Challenges: Lack of Structure Limiting Revenue Potential
A leading upscale spa and catalog company operated call centers without standardized call models or coaching schedules. Representatives handled product orders and spa appointments but were evaluated subjectively on how calls "felt" rather than against objective criteria.
Performance metrics focused narrowly on call duration and booking accuracy, overlooking customer needs identification. This approach created inconsistent experiences and missed revenue opportunities, as staff lacked frameworks to uncover needs or recommend additional services.
The company recognized their call centers could drive significant additional revenue by transforming representatives from order processors into consultative resources capable of enhancing customer relationships while maximizing value from each interaction.
Comprehensive Sales Training and Coaching Solution for Hospitality Call Center
The upscale spa and catalog company partnered with ASLAN to address critical gaps in their call center's selling skills and customer service approach. ASLAN conducted a thorough assessment to identify specific improvement areas, establishing a clear objective: position representatives as expert consultants who could target services to meet customer needs rather than simply process transactions.
To achieve this transformation, ASLAN implemented their Other-Centered® Selling program through a two-day intensive training course for all representatives. This specialized selling skills curriculum equipped staff with consultative techniques for uncovering customer needs, making relevant recommendations, and enhancing the overall customer experience while driving additional revenue.
Recognizing that sustainable improvement required leadership development, ASLAN delivered parallel sales management training for the management team. This two-day program focused on coaching methodologies and Other-Centered leadership skills, providing supervisors with the capabilities to reinforce new selling behaviors effectively.
To ensure consistent implementation, ASLAN developed a customized call model specifically aligned with the company's services and Other-Centered selling principles. This structured framework provided clear guidance for representatives during customer interactions. ASLAN also established a systematic weekly sales coaching schedule, creating accountability for ongoing skill development and performance improvement.
Representatives began applying their enhanced selling skills immediately following the training, demonstrating the program's practical effectiveness in transforming call center interactions from transactional to consultative while supporting the company's revenue growth objectives.
Solutions Implemented by ASLAN Training
ASLAN Training Delivers Impressive Revenue Growth
ASLAN's sales training transformed the spa company's call center with remarkable results. Representatives experienced increased professional pride following their selling skills development, creating a culture of positive collaboration and celebration of sales success.
This improved morale directly translated into financial gains. The center saw a 75% increase in representatives generating over $100,000 monthly. Revenue per service increased 10% (from $77 to $84), generating an additional $35,000. Similarly, gift card revenue grew from $134 to $140 per card, contributing an additional $167,700.
These impressive results validated ASLAN's integrated approach combining selling skills with effective sales coaching.
Ready to Transform Your Sales Performance?
Imagine achieving what our high-tech client did: 30% larger orders, 83.5% more leads, 5% revenue growth, and stock price jumping from $10 to $18+. ASLAN delivers customized sales training, coaching certification, and management programs for all levels—from frontline reps to executives.
Whether you need enhanced call center performance, strategic account development, or a stronger sales coaching culture, our approach delivers results.
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