...Mastering Your Telephone Sales Mystery Shopping Program By Doug Kennedy Tuesday, 20 July 2010 With most hotels and call centers seeing an increase in inquiry calls as demand rebounds in markets, it is more important than ever for your frontline sales representatives to maximize their call conversions and total revenue sold vs. goal. Depending on the type of lodging operation or call center, and of course your targeted market segments, this might include group sales managers, reservations agents, or even front desk staff. One great tool for maximizing your team’s overall sales effectiveness is to implement an ongoing mystery shopping assessment and coaching program. When properly organized and implemented, mystery shopping reports can help all telephone sales agents provide a less transactional, more conversational, caller-focused sales experience. Unfortunately too many mystery shopping programs fall short of actualizing their potential as an assessment and coaching tool and instead actually reinforce a culture of transactional selling in an effort to meet an outmoded checklist criteria. Often this is the result of the organizer of the mystery shopper, whether in-house training department or an outside service, fails to overcome the many challenges and potential pitfalls of this service. Below are training tips and suggestions I’ve learned, often the hard way, for overcoming some common obstacles in the hotel mystery shopping business: * “I just knew it was a mystery...
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...reach, product portfolio, pipeline and R&D strengths. As a result of the merger, Pharmacia & Upjohn will have extensive financial and operating resources, market scope and earnings potential. Consequently, we fully expect the new company to achieve additional growth in expected 1996 EPS as well as acceleration of future earnings growth. Above all, Pharmacia & Upjohn is expected to generate significantly enhanced value for shareholders. John L. Zabriskie, Ph.D., Chairman and CEO of Upjohn Proposed President and CEO of Pharmacia & Upjohn On August 20, 1995, The Upjohn Company and Pharmacia AB, two pharmaceutical companies incorporated in the U.S. and Sweden, respectively, announced that they were forming a “merger of equals.” With combined sales of nearly $7 billion, the new company would be the ninth largest pharmaceutical company in the world. Management and major shareholders alike seemed excited by the deal. William U. Parfet, great-grandson of founder W. E. Upjohn and a company director, stated, “We recognize we’re being distanced from our heritage, and that tugs at you, but this is absolutely the right thing for...
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...product portfolio, pipeline and R&D strengths. As a result of the merger, Pharmacia & Upjohn will have extensive financial and operating resources, market scope and earnings potential. Consequently, we fully expect the new company to achieve additional growth in expected 1996 EPS as well as acceleration of future earnings growth. Above all, Pharmacia & Upjohn is expected to generate significantly enhanced value for shareholders. John L. Zabriskie, Ph.D. Chairman and CEO of Upjohn Proposed President and CEO of Pharmacia & Upjohn On August 20, 1995, The Upjohn Company and Pharmacia AB, two pharmaceutical companies incorporated in the U.S. and Sweden, respectively, announced that they were forming a “merger of equals.” With combined sales of nearly $7 billion, the new company would be the ninth largest pharmaceutical company in the world. Management and major shareholders alike seemed excited by the deal. William U. Parfet, great-grandson of founder W.E. Upjohn and a company director stated, “We recognize we’re being distanced from our heritage, and that tugs at you, but this...
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...to limit how an employee uses e-mail during work hours due to the misuse the company email, such as using company time to make personal emails as well as taking company time to do this. Also a employee could trade or sale company secrets to a competing company. What is an e-mail’s path once it leaves an organization? There are different pros and cons for each type of email service, and many people choose to run a series of email addresses for different purposes. The simplicity of email communication networks have made them excellent choices for staying in touch and exchanging information. A typical email will start with an MTA, or mail transport agent, that begins to process the electronic text message (fundamentally, an email is a text message). Then, a mail delivery agent, also known as an MDA, sends the message into a recipient's email Inbox. These two servers work in tandem to deliver messages from Point A to Point B. 2. What is the effect of instant messaging on organizational networks? Anything done on an organizational network is subject to surveillance and the company is held liable, whether it is a personal chat or not. The effect of instant messaging on an organizational network is the space that is being taken up by the program and the speed of the computer and network will go down because of everybody messaging. A few benefits of instant messaging include...
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...International Business Plan BREAKING INTO THE TRADE GAME: SMALL BUSINESS GUIDE TO EXPORTING SMALL BUSINESS ADMINISTRATION, OFFICE OF INTERNATIONAL TRADE International Business Plan The purpose of the International Business Plan workbook is to prepare your business to enter the international marketplace. This workbook will serve as a step-by-step guide to lead you through the process of exporting your product to an international market. The workbook is divided into sections. Each section must be completed before you start the next section. After you have completed the entire workbook, you will be ready to develop an international business plan to export your product. Once the business plan is completed, an in-depth analysis of your readiness to export can be completed. PPRODUCTS/SERVICES STEP 1: Select the most exportable products to be offered internationally. To identify products with export potential for distribution internationally, you need to consider products that are successfully distributed in the domestic market. The product needs to fill a targeted need for the purchaser in export markets according to price, value to customer/country and market demand. What are the major products your business sells? 1. 2. 3. What products have the best potential for international trade? 1. 2. 3. STEP 2: Evaluate the products to be offered internationally. What makes your products unique for an overseas market? ...
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...Haverwood Furniture Inc – Case Analysis Case Questions 1. Furniture industry. I would describe the household wood furniture industry as an important business sector of the overall furniture industry, which is divided into three major categories: 1) upholstered, 2) wood, and 3) read-to-assemble and casual furniture. Of these three, wood furniture makes up 40 percent of the total furniture sales. The different types of wood furniture include dressers, tables, bedroom and dining room suites, with bedroom and dining room furniture being the majority of sales. In terms of position, Haverwood is not ranked in the top 25 manufacturers which account for over half of the country’s furniture sales. They are a medium to high-priced manufacturer and sell through 1000 high-quality department stores and independent furniture specialty stores nationwide. They are very selective in choosing retail outlets to mirror their products, so they are more of a niche company, and do not sell to the typical chain stores. 2. Consumer purchases. Consumers generally make furniture purchases when they buy a new house and the types of consumers who buy furniture are those with a higher level of disposable personal income. This is due to wood furniture being more expensive than other types of furniture and it is normally sold in sets (i.e., dining room table and chairs). Consumers with less disposable income will more often defer such pricey purchases or buy less expensive, less quality...
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...Practice Case 1: Discussion Seminar 2 - Dr Pepper Snapple Group, Inc: Energy Beverages– Kerin & Peterson page 105. Case Questions: How would you characterise the energy beverage category, competitors, consumers, channels, and DPSG’s category participation in late 2007? Beverage category: the energy beverage market produced estimated retail dollar sales of $6.2 billion in 2006. Off premise sales through convenience stores, supermarkets and mass merchandisers accounted for 71% of total retail sales in 2006. On premise retailers, such as restaurants and nightclubs, accounted for 29% of total retail sales. From 2001-2006, total energy beverage retail sales grew at an average annual rate 42.5% Industry analysts were projecting an average annual growth rate of 10.5% from 2007-2011. The slower growth rate was attributed to market maturity, increased price and package competition, and the entrance of hybrid energy beverages such as energy water, energy fruit drinks, ready to drink energy teas, and energy colas. Intense competition Competitors: 5 competitors dominate the US beverage market: Redbull (market leader), North America, Hansen Natural Corporation, Pepsi Cola, Rockstar, Inc. and Coca Cola. Consumers: Males between ages of 12 and 34 as they are the heaviest users, most consumed in the afternoon followed by morning consumption. Most consumers drink energy beverages at home, in the car, and at work/school. Channels: convenience stores and off premise...
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...The Topic “Foreign exchange operation Brack bank ” Submitted to Fatema Hussain Assistant Professor Department of “Finance & Banking” Submitted by K. M. Rajab Ali. Roll Number : 957 8150 Session:2009-2010 Chapter One Title of the Report Chapter Two Introduction Introduction [pic] As a part of my under Graduation program, I have completed my internship in a renowned financial institution named South East Bank Limited. This internship report on South East Bank Limited, Narayanganj Branch is prepared to fulfill the partial requirement of the internship program, a full credit subject of the BBA program of the University. Bank can be termed as iron cell of blood in a financial system of a country. In Bangladesh today financial sector is one of the most established areas in the macroeconomic sector. Banking is a pillar of economy that is guided by laws, rules, regulations and practices. The main objective of the banking industry is to collect deposits from the people and to invest that money in the form of loans and advances to businesses or other purposes. In our country Banking Company’s act 1991 remain operative to control and monitor the function of banks. Since the banking functions are commercial...
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...PTG will focus on the niche market of luxury travel. Its primary clients are individuals, couples and affinity groups of high-net-worth who travel for leisure at least once per year. Seeking the ultimate travel experience, the target clients demand the finest quality activities and accommodations accompanied by a superior level of service. PTG will have a competitive advantage over others in this market by providing smaller, more exclusive package tours enabling the clients of these intimate groups to receive personal attention from the travel hosts. PTG will cultivate this niche with one-to-one contact with potential clients; personal contact with sophisticated travel agencies whose primary clientele targets our market; broad out-reach programs through various media; special events; and an inter-active, full-service website. We have all aspects of travel technology available to us through Panache Services. The founders and personnel of PTG have experience of their own with travel, luxury retailing, personal services to high-net-worth individuals, history of travel destinations and local languages. To broaden market share and increase brand recognition, the luxury tour packages initially will be offered at slightly below market rate. As a result, short-term operating profit...
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...Professor D.S. English Comp 112 8 March 2015 To Pay or Not to Pay Paying for a college education is one of the vast struggles of being a student. If a student is gifted with intelligence or stifling speed and athleticism they have a chance to earn a scholarship that virtually pays for their entire college experience. In recent history it is apparent that for some student-athletes this money is not enough, bringing up a burning question in college sports: should college athletes be paid? Some believe that it is essential for them to be paid for their hard work and dedication. Others believe that they are already relieved of future college debt, so why give them more? Each spectrum of this argument provides clear and concise evidence making it difficult to decipher which route may be the most reasonable. College is an expensive endeavor and student-athletes already gain a financial advantage and significantly larger benefits over the majority of the student population. The NCAA has always been considered an amateur league. According to the Oxford English Dictionary, an amateur is defined as, “one who cultivates anything as a pastime, as distinguished from one who prosecutes it professionally; hence, sometimes used disparagingly, as = dabbler, or superficial student or worker.” In 1957 the NCAA came to the conclusion, after years of avoiding the pressure, to subsidize and grant athletic scholarships. As young sports fans we aspire to be like our favorite athletes...
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...SUMMARY Rosewood Hotels & Resorts (Rosewood) was a group of private iconic luxury hotels without any corporate branding in 2004. To boost the company’s growth, the then CEO and Vice President decided to bring about corporate branding of Rosewood hotels but also wanted to maintain its distinctiveness of each individually branded hotel. CURRENT SCENARIO As of 2003, Rosewood had 12 hotels worldwide with a total capacity of 1513 rooms. The nightly rates ranged from $120 for one of the Saudi Arabian properties to $900 for a Canadian lodge. Rosewood was known for its ability to enhance its property’s value by being unique and differentiated from the regular chain of hotels. But on the competitive front they did compete with corporate branded hotels like Four Seasons, Ritz-Carlton, St. Regis, One & Only and Mandarin Oriental Hotels. And they also competed with collections of individually branded hotels like Auberge, Rock Resorts and Orient Express. Rosewood had continued to brand itself as an individual collection as it wanted to support its core value of “Sense of Place”, where each hotel exhibited its local character, culture and design. The individual hotel names were more prominent than the Rosewood brand itself. In April 2003, John Scott was taking over the CEO position in Rosewood, realized the limitations of individual branding. He realized that while the guests sought the unique Rosewood property experience, they didn’t make connections to other Rosewood...
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...and it is available to women in over 100 countries (Avon Markets, 2014). There are five types of marketing orientations; production, sales, customer, strategic marketing and social marketing. Production, internationally for Avon is managed by its country managers, who decide what products to sell in their markets (Daniels, Radebaugh & Sullivan, 2011, p. 622). Avon sales its product in the United States and 100 countries around the world (Avon Markets, 2014). The customer is very important to Avon, who the majority being women has been very successful, and that is their target strategy, women, but currently, Avon does have products for men. There were several needs for its customers due culture and age, and Avon wanted to capitalize their efforts. The strategic marketing orientation consists of producing different items to fit the customer’s needs. Avon combined sales, customers and production to sell its products in the United States. Social marketing is used in their campaigns for Breast Cancer and Domestic Violence Programs (Avon Foundation, 2014). Through social marketing, Avon is also using celebrities to help sell its products (Daniels, Radebaugh & Sullivan, 2011, p. 624). Avon depends on its global markets more than it American markets. Avon sells on every continent, except Antarctica and derives most of its sales outside of the United States (Daniels, Radebaugh & Sullivan, 2011, p. 621). Some of Avon’s competitors today are L’Oreal, Revlon...
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...REPORT ON THE COMPANY OPERATIONS OF 1 PAST FIVE YEARS SALES AND PROFIT TRENDS ABOUT THE COMPANY PRODUCT RANGE IN DIFFERENT CATEGORIES NEW TECHNOLOGY AND INNOVATIONS SUSTAINABILITY AND OPERATIONS COST ANALYSIS AND THEIR PAST FIVE YEAR TRENDS MARKET SHARES IN DIFFERENT SEGMENTS CONTENTS 2 7 6 5 4 3 Colgate-Palmolive (India) Ltd is engaged in the personal care business, which includes oral care. The oral care products manufactured by the company include toothpastes, toothbrushes, toothpowder, whitening products and mouthwash. The personal care products manufactured by the company include body wash, liquid hand wash, shave preps, skin care and hair care. Colgate-Palmolive (India) Ltd was incorporated in the year 1937. In the year 1983, the company introduced their successful product Colgate Plus toothbrush in the market. ABOUT THE COMPANY PAST FIVE YEAR PERFORMANCE Colgate-Palmolive (India) Limited reported its first quarter results for the financial year 2012-13 with net sales of Rs. 736.1 crore, an increase of 20% over the same quarter of the previous year. Net profit for the quarter is reported at Rs. 117.4 crore, a 17% increase over the net profit of Rs. 100.4 crore for the same quarter of the previous year. During the quarter, the Company achieved a volume growth of 11%. The Company enhanced its leadership position in the toothpaste category to 54.5% volume market share (Jan’12-Jun’12) from 52.4% (Jan’11-Jun’11). The flagship brands...
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...ITT Capstone Project NT2799: Network Systems Administration | Donna Williamson, Andy Lara, Mary Hunter, Carlos Vargas, Matt Koppe, Morten Laigaard Donna Williamson, Andy Lara, Mary Hunter, Carlos Vargas, Matt Koppe, Morten Laigaard Table of Contents Part 1: Structure of WAN2 Part 2: Types of Equipment7 Part 3: Protocol Choices25 Part 4: Phone System73 Part 5: Security Proposal78 References89-92 Part 1 Structure of WAN Structure of WAN- Mary Hunter We have initially considered our LAN components and began our documentation. We have planed the design and determined all resources involved. We have considered and interviewed all the stakeholders involved. We are in the beginning stage, so the components, resources, stakeholders and design may change. We will use switches to connect hosts to the internetwork, and both hubs and switches will be used to interconnect devices in our star network architecture. This way if we need to add workstations we will only have to insert another hub or switch. All of ABC worldwide offices will include file services, print services, message services, directory services, and application services. All of the offices will have the use of a file server for file sharing backing up files and storage. They will have access to a print server that will include Queue-based printing and print sharing; a message server that will allow for e-mails with attachment files, including video, sound, and documents. All the offices will have access to a...
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...developed several initiatives to try and turn themselves into a customer-centric organization. These incentives include: * Zutto - Operating without contracts. The customer pays up front and receives some benefit at the end of the commitment period in an attempt to elicit behavior (such as paying for another period) * Welcome Calls – Personal contact with each new customer in an attempt to keep customers from switching carriers. * Brand Strategy – Sign movie stars to produce a trendier image, and brand with a different name (J-Phone) that doesn’t make them sound like a regional operation. * Upgrade Mailing – Offer free upgrades for renewed service. * Expanded direct sales – An attempt to develop a bond with customers and increase loyalty. * Channel Incentives – Agents will be rewarded for enrolling higher value customers. * Subsidized calling plans – Cheaper plans targeting part of the population that does not have phones. Ted and his team have to decide which initiatives will provide the most benefit to Kansai and demonstrate the value those initiatives would provide. Case Questions 1. What is the value of a KDP customer in 1997? For this calculation you may want to use the information in the Customer Economics section of the case. What are your assumptions when doing this calculation? The value of an average KDP customer in 1997 was $7,738. This number was calculated by taking the average revenue per month ($8,000) and subtracting...
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