SCHOOL OF SALES CURRICULUM · 12 SALES !"#: NEGOTIATING TO YES NEGOTIATION SKILLS THAT BUILD STRONG...

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SCHOOL OF SALES CURRICULUM

Sales 101: The Counselor Salesperson ...................................................... 11

Sales 201: Negotiating to Yes ........................................................................12

The 5 Choices to Extraordinary Productivity ........................................13

E!ective Showround Techniques .............................................................. 14

Fundamentals of Negotiation ......................................................................15

E!ectively Handling Enquiries ..................................................................... 16

Driving Your Business Performance ..........................................................17

Sales Symposium ................................................................................................ 18

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SALES !"!: THE COUNSELOR SALESPERSONA NEW, INNOVATIVE APPROACH TO SELLING

WORKSHOP OVERVIEW Learn to approach your job di#erently by developing a fresh approach to sales fundamentals. The Counselor Salesperson helps you to develop essential skills that build lucrative long lasting relationships through the use of a four step consultative selling process. You will learn new approaches to “selling” that don’t feel like traditional, high-pressure sales techniques.

CONTENT OVERVIEWThe Four Step Process:

• Relating • Advocating• Discovering • Supporting

COURSE SCHEDULE:One day session o#ered quarterly or as needed.

COURSE ID: #3734

TO LEARN MORE CONTACT:

Alex Ohse Regional Learning [email protected]

Henrietta Buxey Regional Learning [email protected]

EMEA REGION: APAC REGION:

AMERICAS REGION:

Michelle MurphyRegional Learning Manager [email protected]

Ray MckiernanRegional Learning Manager [email protected]

Pam BraesickeRegional Learning Manager [email protected]

Lauren HulseyRegional Learning [email protected]

Kristen MeletioRegional Learning [email protected]


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SALES !"#: NEGOTIATING TO YESNEGOTIATION SKILLS THAT BUILD STRONG BUSINESS RELATIONSHIPS

WORKSHOP OVERVIEW Negotiating to Yes gives salespeople a proven approach for turning face-to-face confrontation into side-by-side problem solving. You’ll learn to negotiate more e$ectively and establish win-win business agreements that lead to long term customer relationships.

CONTENT OVERVIEWThe Four Step Process: • Principled Negotiation• Aligning People• Exploring Issues• Reaching Agreement

COURSE SCHEDULE:O$ered continuously throughout each quarter.

COURSE ID: #4270





AMERICAS REGION:







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THE ! CHOICES TO EXTRAORDINARY PRODUCTIVITY A FRANKLIN COVEY PROGRAM

WORKSHOP OVERVIEW In this session you will learn how to achieve extraordinary results. The Five Choices focuses on making day-to-day decisions that are centered around your most important outcomes instead of focusing on the gravel that constantly is thrown your way. Learn to eliminate the activities that distract you from achieving your most important goals.

CONTENT OVERVIEW• Understand the di"erence between urgent and important• Diagnose how to productively spend your time• Learn to say no to irrelevant and unimportant activities• Minimize and e"ectively manage crisis• Eliminate time wasters and other low priorities• Build energy management into your time• Fine balance between personal and professional demands• Understand the power of roles• Implement daily and weekly planning processes• Learn best practices for email, interruptions, and

procrastination.

COURSE ID: #4387





AMERICAS REGION:







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AMERICAS REGION:






EFFECTIVE SHOWROUND TECHNIQUES WORKSHOP OVERVIEW This workshop develops skills for e!ectively selling hotels in a face to face setting while on property.This session will help you drive conversion of appointments to confirm business whilst ensuring you di!erentiate your property/s from others in the market.

CONTENT OVERVIEW• Importance of preparation • Standing out from a competitive market • Using the Sit/Show/Sit process • Identifying customer’s needs/priorities • Matching customer’s priorities with solutions • Using professional showround tips • E!ectively closing a showround

COURSE SCHEDULE:Course o!ered on a quarterly basis by region or property depending on business needs.

COURSE ID: #4425


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AMERICAS REGION:






FUNDAMENTALS OF NEGOTIATION !SALES "#"$WORKSHOP OVERVIEW This session is designed for those new to the negotiation process and is a beginner’s level workshop focused on advancing basic negotiation skills. A detailed review of the steps to negotiating, understanding of customer, property and company expectations along with the opportunity for practice will help participants build confidence to negotiate in a continuously changing market.

CONTENT OVERVIEW• Review of the negotiation process• Develop a proper attitude and approach to negotiating• Use negotiations to increase conversion through

improved closing techniques• Live telephone Role Plays

COURSE SCHEDULE:One day session o%ered quarterly or as needed.

COURSE ID: #4426


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EFFECTIVELY HANDLING ENQUIRIES

WORKSHOP OVERVIEW This session focuses on e!ectively handling enquiries to drive GC&E Conversion. Participants will learn the necessary skills to manage group conference & sales enquiries and operate as an e"cient sales professional.

CONTENT OVERVIEW• Characteristics of an e!ective sale professional• Working through the stages of a sales conversion• Building trust• Discovering customers needs through e!ective

questioning• Presenting customized solutions• Gaining commitment and closing• E!ective follow up procedures• Importance of tone and technique• Handling mystery shoppers

COURSE SCHEDULE:One day session o!ered quarterly or as needed.

COURSE ID: #4424





AMERICAS REGION:







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The School of Sales is excited to announce the addition of our new workshop titled

DRIVING YOUR BUSINESS PERFORMANCE

• Is your team struggling to retain accounts or find new business?

• Do you want to drive more market share from existing accounts?

• Does the team identify the right accounts in order to deliver a greater return to your property?

• What reports are used in making the commercial decisions to choose what is right for the business?

• Driving Your Business Performance will guide your team through these questions while developing their ability to deliver stronger results.

WORKSHOP OVERVIEW This NEW case study driven course focuses on enhancing the customer relationship and revenue performance by developing strategic planning skills. Participants will learn to drive EBITDA performance by managing customers as they move through the sales arena .





AMERICAS REGION:







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AMERICAS REGION:






SALES SYMPOSIUM WORKSHOP OVERVIEW The Sales Symposium is designed to onboard new sales professionals to Hilton Worldwide. The objective of the symposium it to provide the sales professional with the tools, resources and education to drive results at their new property.

CONTENT OVERVIEW• Brand Culture• Global Customer Marketing and Hilton Honors• Global Distribution Systems and working with OTAs• Revenue Management• Selling Hilton Worldwide products

• Situational Leadership workshop

COURSE SCHEDULE:Please contact your Regional L&D Manager.


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THE COUNSELOR SALESPERSON CERTIFICATION PROCESS ! EMEA

School of Global Sales update Hilton Worldwide University to say “Attended and Certified”

CERTIFICATE IS AVAILABLE IN YOUR LEARNING HISTORY WITHIN HILTON WORLDWIDE UNIVERSITY

!.

"#.

Complete the Counselor Salesperson residential course (Sales 101)

When back in the business, review, agree and set timelines of your action plan with the line manager

$.

%.

Start to execute your individual action plan and put new skills into practice, within the agreed timeline&.

Finalise and complete action plan with line manager'.

Send completed action plan to senior sales manager (e.g. ADOS/RDOS/DBD) for approval & sign o().

Senior sales manager (e.g. ADOS/RDOS/DBD) to send approval email to course facilitator (Alex Ohse, Henrietta Buxey or Michelle Murphy)*.

Register online in HWU

Complete e-learning and pre-course requisite materials

".

+.

NOTE: If you leave the company before action plan has been completed, certification is at the discretion of your line manager and your participant guide must be returned to Hilton Worldwide

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It was a pleasure to meet you and to take part in the CSP training. I have learned a lot and I do believe that I will be able to use these skills during every day work.

I would like to take this opportunity to thank you; this was a great experience for me. You have presented everything in such an interesting way and gave us examples that are easy to understand and remember.

I must say that your energetic message has been well assimilated by the team who are enthusiastic in their new working methods. They thoroughly enjoyed participating in the 5 choices and there have been many positive comments on the program. A huge thank you for having put this program in place and please let me know if there are any other programs in the future you think would benefit this audience.

Thank you again for your great training during the Counselor Salesperson. I am developing new skills that will help me be more e!ective in securing business for my hotel.

Thanks very much for a great day on “5 Choices”. This was very valuable food for thought!

I keep on hearing: “What an awesome training!” I just wanted to share this positive feedback with you and show you one of the many examples of the Q2 language that we are using in a daily base. It has been adopted very quickly and we will ensure that it continues! I thank you once again for this awesome and applicable training!

Thank you for that memorable day, I loved the journey. All the courses I have taken through the School of Sales have added tremendous value in my current role.

This was a great learning experience. You are a passionate facilitator and I admire your ability to lead in such the interactive and fun way. All your sales experience helps so much in training us e!ectively.

Let me take this opportunity to thank you for having supported and funded this training which has been highly appreciated by all our participating senior sales team members. It goes without saying that we all have been inspired/astonished/surprised to learn or being reminded to techniques to further prioritize and focus within our work/life environment. Also worth to mention is the advice given on how to use Outlook features better and more e!ective thus saving lots of time we can spend on client interaction, etc.

It is clear to see the team has embraced their learning and are putting their new skills into practice (which is often the hardest part!).

TESTIMONIALS

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COURSE LOCATION START DATE

COURSE LENGTH

MARCH

GC&E ENQUIRY HANDLING Hilton Brighton Metropole, UK 4 March 1 day

SHOWROUND TECHNIQUES Hilton Brighton Metropole, UK 5 March 1 day

GC&E ENQUIRY HANDLING Webinar – Introductory Overview of Enquiry Handling 12 March 1 hour

GC&E ENQUIRY HANDLING Hilton Sandton, South Africa 24 March 1 day

SHOWROUND TECHNIQUES Hilton Sandton, South Africa 25 March 1 day

FUNDAMENTALS FOR NEGOTIATION Hilton Leicester, UK 25 March 1 day

NEGOTIATING TO YES Hilton Sandton, South Africa 26 March 1 day

! CHOICES Hilton Sandton, South Africa 27 March 1 day

GC&E ENQUIRY HANDLING Hilton The Hague, Netherlands 26 March 1 day

SHOWROUND TECHNIQUES Hilton The Hague, Netherlands 27 March 1 day

APRIL

COUNSELOR SALESPERSON "SALES #$#% Hilton London Gatwick Airport, UK 1 April 3 days

SHOWROUND TECHNIQUES Webinar – Overview of Showround Techniques 2 April 1 hour

! CHOICES Hilton Ankara, Turkey 8 April 1 day

GC&E ENQUIRY HANDLING Hilton Ankara, Turkey 9 April 1 day

SHOWROUND TECHNIQUES Hilton Ankara, Turkey 10 April 1 day

GC&E ENQUIRY HANDLING & SHOWROUND TECHNIQUES Hilton Dublin, ROI 15 April 1 day

FUNDAMENTALS OF NEGOTIATION Hilton Dublin, ROI 16 April 1 day

! CHOICES Hilton London Docklands Riverside, London 16 April 1 day

GC&E ENQUIRY HANDLING Webinar – Introductory Overview of Enquiry Handling 24 April 1 hour

! CHOICES Hilton Munich City, Germany 29 April 1 day

FUNDAMENTALS FOR NEGOTIATION Hilton Munich City, Germany 30 April 1 day

COURSE LOCATION START DATE

COURSE LENGTH

MAY

CSP, NTY, GC&E & ! CHOICES Egypt (Venue TBC)* May

SHOWROUND TECHNIQUES Hilton Prague, Czech Republic 6 May 1 day

GC&E ENQUIRY HANDLING Hilton Praque, Czech Republic 7 May 1 day

FUNDAMENTALS FOR NEGOTIATION Hilton Prague, Czech Republic 8 May 1 day

GC&E ENQUIRY HANDLING Webinar – Introductory Overview of Enquiry Handling 7 May 1 hour

COUNSELOR SALESPERSON "SALES #$#% Hilton Rotterdam, Netherlands 13 May 3 days

GC&E ENQUIRY HANDLING Hilton Bradford, UK 21 May 1 day

SHOWROUND TECHNIQUES Hilton Bradford, UK 20 May 1 day

FUNDAMENTALS FOR NEGOTIATION Hilton Bradford, UK 22 May 1 day

COUNSELOR SALESPERSON Hilton Liverpool, UK 28 May 3 days

JUNE

GC&E ENQUIRY HANDLING Webinar – Introductory Overview of Enquiry Handling 4 June 1 hour

GC&E ENQUIRY HANDLING UAE (Venue TBC) 5 June 1 day

SHOWROUND TECHNIQUES UAE (Venue TBC) 6 June 1 day

COUNSELOR SALESPERSON UAE (Venue TBC) 8 June 3 days

NEGOTIATION TO YES UAE (Venue TBC) 11 June 1 day

! CHOICES UAE (Venue TBC) 12 June 1 day

SHOWROUND TECHNIQUES Hilton Antwerp, Belgium 24 June 1 day

GC&E ENQUIRY HANDLING Hilton Antwerp, Belgium 25 June 1 day

FUNDAMENTALS FOR NEGOTIATION Hilton Antwerp, Belgium 26 June 1 day

Egypt !"#$ Sales training is a work in progress with regional leaders.

To Register and view current o%erings please visit Hilton Worldwide University and search for the course name or number.

Course Name Course ID PriceNegotiation to Yes "Sales &'(% )&*' +,'' USD- Choices ).,* Complimentary

Counselor Salesperson "Sales ('(% .*.) +#,/$$ USDGC&E Enquiry Handling ))&) +&-' USDGC&E Enquiry Handling Introductory Overview Webinar )))* Complimentary

E0ective Showround Techniques ))&- +&-' USDShowround Techniques Introductory Overview Webinar ))), Complimentary

Fundamentals For Negotiation ))&1 +!$$ USD

Need bespoke training? Please contact School of Sales to talk through a solution.

EMEA SCHOOL OF SALES TRAINING SCHEDULE & '()*

March !"#$ v$

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REGISTERING FOR AN OFFERING

When you are logged into HWU, follow these steps to register for an o!ering:

When you log in to the HWU site, you will automatically go to your Home Screen. To register for a course pending in your learning plan, find the course in the title labeled “My Learning Assignments”:

1. Click the “Register Now” button

2. The registration Screen will appear to display any available o!erings

3. The o!ering dates and times will be listed. This screen will also provide the location, number of seats available and the cost to attend the session. Click “View Details” to see additional o!ering details

If the o!ering has limited seating, you will see these details under “Registration Information.” Also included will be the o!er “Contact Information.” If you have questions about this o!ering, they should be directed to the Contact Email listed.

4. Click “Register Now.”

5. On the confirmation screen, if needed, enter any comments you want to included and click “Confirm.”

REGISTERING FOR COURSES IN HILTON WORLDWIDE UNIVERSITYThe purpose of this job aid is to guide you through the step-by-step process of registering for a scheduled o!ering within Hilton Worldwide University.

23REGISTERING FOR COURSES IN HILTON WORLDWIDE UNIVERSITY

Once your registration is complete, you will receive a confirmation email from HWU

ENTERING BILLING INFORMATION FOR OFFERINGS WITH A FEE

Registering in an O!ering with a fee:

1. Some courses have a fee associated with the training. All pricing information is viewable under the O!ering Details.

2. When you register for an o!ering with a cost, the Shopping Cart screen will appear

3. Confirm the price. Click “Checkout.”

4. Enter your credit card details. Click “Next.”

5. Enter the billing address. Click “Next.”

24REGISTERING FOR COURSES IN HILTON WORLDWIDE UNIVERSITY

6. Confirm the credit card information and Billing Address. Click “Place Order.”

7. To view your registration, find the course in the “My Learning Assignments tile. Click the arrow next to “ENROLLED.”

8. Click on “View Registration,”

You have two actions now available to you. You can view the o!ering details, or you can withdraw from the o!ering

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ACCESSING THE SKILLSOFT LIBRARY

The General Studies College at HWU provides you with access to the SkillSoft Library, o!ering an extensive a collection of over 2000+ learning resources, including eLearning modules, book summaries with Books 24x7, simulations, job aids and more!

To access SkillSoft, follow the quick steps provided below and embark on your development journey!

1. Access HWU from OnQ Insider Login to OnQ Insider at http://onqinsider.hilton.com and click on the open book icon located on the right of the page.

2. Select the “Browse all courses” Link to view all of the SkillSoft courses available In this library, you will also have access to Books 24x7, an online resource that containing thousands of digitized “best in class” books, summaries, research reports and downloadable guides.

3. Click on the “General Studies College” Link to view specific Catalogs and Curricula

4. Click on the “Course Curricula” Link to view the various Catalogs and Topics available (make sure to select “view all” to see all available o!erings)

5. Select your language and click on “Business Curricula” Link to view specific focus areas

Please note that a majority of the SkillSoft courses that you’ll find most useful will be in the Business Curricula and Desktop Curricula Catalogs.

From there you may also use the additional filters available on the left hand column to narrow down your search and select on a specific resource or course to learn more.

ENJOY!

REGISTERING FOR SKILLSOFT COURSES

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BUSINESS AND MANAGEMENT HAME504 Understanding Team DynamicsHAME505 Facilitating Group DecisionsHAME506 Improving Personal and Workgroup ProductivityHAME507 Mastering the Time Value of MoneyHAME508 Making Capital Investment DecisionsHAME509 Risk and Return: How to Identify, Measure, and Incorporate Into Capital Budgeting DecisionsHAME510 Raising Capital: The Process, the Players, and Strategic ConsiderationsHAME511 Managing Strategic ChangeHAME512 Managing People More E!ectivelyHAME513 Understanding Financial StatementsHAME514 Using Ratio Analysis to Evaluate Financial PerformanceHAME518 Creating Service CulturesHAME519 Secrets of Phenomenal Customer ServiceILRMD501 Selection Requirements and Communications Skills for InterviewingILRMD502 Legal and Unbiased Interviewing and SelectionILRMD503 Overcoming Barriers to Successful ManagementILRMD504 Leading People to Higher PerformanceILRMD505 Legal Issues in the WorkplaceILRMD506 Preventing and Addressing Inappropriate Workplace BehaviorsILRMD507 The Power of Managing Your Time and Personal PrioritiesILRMD508 Managing People Issues to Stay Focused on PrioritiesILRMD509 The Impact of Personality Styles on CommunicationILRMD510 Managing Communication ChallengesILRMD511 Managing PerformanceILRSM509 Developing an Agenda for ChangeILRSM510 Mapping the Political Terrain of Allies and ResistorsILRSM511 Negotiating Support and Buy-In for Your AgendaILRSM512 Mobilizing the Coalition for ActionILRSM513 Establishing Momentum: Managing Structure, Resources, and Performance

ILRSM514 Sustaining Momentum: Motivating Through Vision, Culture, and Political AgilityILRSM515 Preparing for NegotiationsILRSM516 Tactics and Skills for NegotiatingILRSM517 The Coaching Mindset for Engaging and Developing OthersILRSM518 The Coaching Process for Engaging and Developing OthersLSM506 Executive Decision MakingLSM507 Leading Through CreativityLSM521 Essentials of Marketing StrategyLSM522 Applied Marketing Strategy and Decision-Making ToolsLSM523 Marketing Research and AnalysisLSM524 Creating and Communicating the Value of Your BrandLSM525 Introducing New Products: Successes and FailuresLSM526 Distribution Strategy and International MarketingLSM531 Strategy and Performance ReportingLS532 Management Reporting: Bridging the Gap Between Strategy and DataLSM533 Understanding Pay-for-PerformanceLSM534 Measuring and Improving MarginsLSM535 Capacity, Surplus and Performance MeasurementLSM536 Measuring and Improving E"ciencyLSM541 Competitive Advantage and ProfitabilityLSM542 Strategic Positioning in MarketsLSM543 The Strategy of Mergers and AcquisitionsLSM544 Managing Supply Chain Threats and OpportunitiesLSM545 The Application of Game Theory to Business StrategyLSM546 Strategic and Tactical PricingLSM551 Measuring Customer Preferences with Conjoint AnalysisLSM552 Segmentation and Targeting with Cluster AnalysisLSM553 Positioning with Perceptual MappingLSM554 Predicting and Managing Customers’ Lifetime ValueLSM555 Market Response Modeling

Continued on next page >

eCORNELL COURSESeCornell is your online link to professional education from Cornell University. eCornell courses provide an engaging learning experience through a combination of rigorous and relevant coursework, enriching facilitation by subject-matter experts, and Structured Flexibility™ to enable you to work when and where it is convenient for you.

eCornell courses are authored by renowned faculty from Cornell’s highly-rated Johnson Graduate School of Management, School of Hotel Administration, School of Industrial and Labor Relations and the College of Engineering. Click on a course below to learn more about o!erings from eCornell.

To view the site, go to www.ecornell.com/hilton. To enroll in any of the courses listed below, click on the course name.

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HOSPITALITY AND FOODSERVICE MANAGEMENTHAME515 Statistical Decision Making: Describing DataHAME516 Statistical Decision Making for Hospitality ManagersSHA501 Marketing Fundamentals for the Hospitality IndustrySHA502 Conducting E!ective Hospitality Marketing ResearchSHA503 The Hospitality Marketing Mix: Product and PriceSHA504 The Hospitality Marketing Mix: Place and PromotionSHA505 Meeting the Challenges of Foodservice ManagementSHA506 Foodservice Management: Marketing, Service, and HR SystemsSHA507 Foodservice Management: Menu Planning and Marketing, and Merchandising StrategiesSHA508 Foodservice Management: Control Systems and Related SystemsSHA509 Introduction to Restaurant Revenue ManagementSHA510 Managing Revenue with Service CycleSHA511 Managing Revenue with Table MixSHA512 Managing Revenue with PricingSHA531 Introduction to Hotel Revenue ManagementSHA532 Forecasting and Availability Controls in Hotel Revenue ManagementSHA533 Pricing Strategy and Distribution Channels in Hotel Revenue ManagementSHA534 Overbooking Practices in Hotel Revenue ManagementSHA535 Non-Traditional Applications of Hotel Revenue ManagementSHA541 Price and Inventory ControlsSHA542 Price Sensitivity and Pricing DecisionsSHA543 Segmentation and Price OptimizationSHA544 Displacement and Negotiated PricingSHA545 Search Engines and Online Selling: Stimulating Incremental DemandSHA546 Marketing the Hospitality Brand through New Media: Social, Mobile & SearchSHA547 Hospitality Customer Engagement through New Media MarketingSHA548 Social and New Media MarketingSHA551 Strategic Hospitality Management I: Formulating StrategySHA552 Strategic Hospitality Management II: Creating ValueSHA553 Strategic Hospitality Management III: Implementing StrategySHA561 Financial Analysis of Hotel InvestmentsSHA562 Control of Hotel Real EstateSHA563 Valuing Hotel Investments Through E!ective ForecastingSHA564 Valuing Hotel Intellectual Property and Structuring the Capital StackSHA565 Developing an Asset Management StrategySHA566 Achieving Hotel Asset Management Objectives

PROJECT LEADERSHIP AND SYSTEM DESIGNCEPL551 Introduction to Project LeadershipCEPL552 Project Teams: Mining Collective IntelligenceCEPL553 Dealing with Di!erenceCEPL554 Earned Value ManagementCEPL555 Influence Without AuthorityCEPL556 Conflict ResolutionCESYS501 Getting Started on Product and Service DesignCESYS502 Targeting Product and Service Designs to Customers’ NeedsCESYS503 Exploring the Design Space and Optimizing the DesignCESYS504 Thinking Through the Structure of System DesignCESYS505 Ensuring the Success of Product and Service DesignCESYS506 Executing and Improving System Design

eCORNELL COURSES

SCHOOL OF SALES CURRICULUM · 12 SALES !"#: NEGOTIATING TO YES NEGOTIATION SKILLS THAT BUILD STRONG...

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