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Case Study
Business Issue
A leading leisure retail organization in the holiday home ownership sector faced growing
pressure to improve sales performance amidst challenging economic conditions. The sales
approach across locations had evolved organically, with no unified structure, consistent
process, or shared metrics.
Salespeople were operating independently, making it difficult for leadership to identify what was working, who needed support, or how to scale success. Without clear KPIs, managers lacked visibility into performance, and sales coaching was inconsistent at best. The absence of a standardized approach limited both customer experience and business agility.
Recognizing the need for change, the senior leadership team sought to introduce a more forward-thinking, performance-driven culture—while preserving their strong customer-first identity. They needed a solution that would align sales behavior, strengthen leadership capability, and build long-term consistency across the business.
Industry Holiday Homes
Category Sales
Product Counselor
Solution Summary
The organization partnered with Wilson Learning to design a bespoke sales enablement program, built around the company’s real sales challenges, customer experience goals, and cultural values.
The solution was carefully crafted through on-ground observation, interviews, and leadership collaboration. It included customizedcontent drawn from proven sales and coaching methodologies, reinforced through digital l earning tools for sustained behavior change.
Key elements of the solution included:
- A clearly defined, consistent sales process tailored to the customer journey
- Training for senior leaders and managers to ensure top-down alignment
- Coaching capability development to embed support and accountability
- Reinforcement through digital platforms to sustain learning post-delivery
By starting with leadership, the program ensured the entire organization spoke the same language—from sales executives to finance and operations—creating a unified culture of performance, service, and growth.
The group of participants reported sales opportunities attributed:-
21% increase in year-on year sales revenue
14.8% increase in conversion rate from enquiry to completed sales
100% adoption of a consistent sales process across all locations
Behaviors that showed the greatest level of change:-
The participants were able to:
- Explaining the complexity and importance of tasks to others
- Delegating a task to the most appropriate person
- Supporting the person to whom the task is delegated
- Using SMARTER criteria to write clear, specific, and behavior-based goals
It was the best training I’ve ever had, very personal to our business.
—Sales and Customer Service Participant
