TUI had recognised an opportunity to grow the potentially lucrative Currency Exchange part of their business. Internal research revealed that many of their sales teams, even experienced ones, were very confident selling holidays but not currency. Further investigation indicated the root cause was a lack of knowledge and understanding of the products available, and how to structure the conversation with the customer. The solution needed to be delivered to 4,500 instore Travel Advisors.
‘30-minute bespoke elearning module
Four product knowledge sections, one customer service section
Scenario-based knowledge check where learners applied their learns in a variety of situations / customer profiles