Case Study: Sandals boosts lead conversion by 23% with Janek Performance Group

Sandals Resorts Increases Lead Conversion by 23% through Developing Their Call Center Sales Staff with Janek Training

Sandals Resorts International, a luxury Caribbean resort company, needed help transforming its high-volume call center from transactional selling to a more consultative, customer-focused approach. Janek Performance Group was brought in to improve how sales staff identified customer needs, cross-sold and up-sold, and sold on value rather than rushing through calls.

Janek Performance Group customized its Critical TeleSelling® Skills program for Sandals, adding industry-specific language, role-plays, customer-use-case activities, live chat training, and ongoing reinforcement through coaching and Xpert. The effort helped increase lead conversion by 23% and delivered a 615% return on investment, while also earning strong participant feedback on stronger customer relationship skills and training effectiveness.

Sandals