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Case Study
Business Issue
Known for safety and operational excellence, this airline’s talented workforce is recognized as one of its most significant competitive advantages. The airline determined it needed to enhance the customer experience, aiming to win market share and increase revenue in a highly competitive industry.
The company sought to increase efficacy and manage risk by understanding development gaps and addressing them with appropriate courses from a complete sales and services curriculum.
Industry Transportation & Travel
Category Sales
Product Negotiation & Influence
Solution Summary
The airline turned to Wilson Learning, a workforce development and sales training company, to equip its salespeople with the versatility and negotiation skills needed to stay competitive.
Fully committed to expanding its training offerings, the airline worked with Wilson Learning to create a curriculum for fundamental sales, customer service, and sales leadership skills that could be implemented globally. The training combined the following Wilson Learning programs into a three-day instructor-led workshop.
- Negotiating to Yes™ : Participants learned the basics of principled negotiation, focusing on both parties’ interests. They also learned skills for better questioning, listening, persuading, strategizing, problem-solving, and countering unfair tactics. As a result, participants are better able to achieve more satisfying outcomes for each party, protect valuable working relationships, and accomplish more.
- The Versatile Salesperson™ : Through instruction and role-play, participants learned the enhanced interpersonal skills needed to be more persuasive and effective with buyers who are different from themselves. As a result, participants gained greater access, obtained more helpful information, and increased their ability to influence the buying condition.
Post-session coaching, leadership support, and reinforcement activities were utilized.
Outcomes
28.5% revenue attributed to the negotiation and versatility training
Customer satisfaction increased through consistent & positive interactions.
Efficient use of acquired skills led to more positive outcomes & agreements.
Behaviors that showed the greatest level of change:-
Participants showed:
- Better questioning, listening, persuading, strategizing, problem solving, & countering unfair tactics.
- Achieve more satisfying outcomes for each party, protecting valuable working relationships, and accomplishing more.
- Strong interpersonal skills, makeing them more persuasive & effective with buyers who are different from themselves
As a result, participants are better able to achieve outcomes that are more satisfying for each party . . .
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