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Developing a sales learning journey focusing on key account management

Updated: Mar 13, 2023

What are the sales skills needed to strategically manage key accounts and build customer loyalty?



For Typsy, a hospitality learning platform, we answered this question and turned it into a video-based learning path.


Founded in May, 2016 in Melbourne, Australia, Typsy provides online education to individuals, businesses, schools, associations, and governments globally to help people develop their skills and build their credentials. The online learning experience platform offers a curated library of short, bite-sized video lessons.

Through regular feedback from clients, they realized that they needed more content for middle to senior hospitality leaders.

Typsy began looking for hospitality experts and that’s when they found The Skill Shop. Appreciating Julian’s extensive luxury hotel experience, his know-how in motivating and managing large teams and Katharina’s sales background, we quickly started brainstorming on which detailed topics could contribute to a hotel’s success.

Sales skills were already popular on Typsy, but the content they had was more focused on B2C sales on the restaurant floor. What they needed was sales training for corporate and MICE sales teams, a more strategic course that could help junior sales talent advance in their career and allow a hotel property to achieve their revenue goals.

Together, we drafted 14 lessons on Advanced Sales Management, including a shift to a more modern sales mindset, strategic prospecting, relationship mapping and more.

Hotel sales managers have many winning moments: achieving targets, earning a new client, or building a strong relationship with some of your key accounts. But some of the challenges we wanted to address were:

  • Why did a key account book with a competitor hotel?

  • Why are my outreach attempts going unanswered?

  • How can I fill my pipeline with the right business?

Once the learning objectives were clear, we focused on learning design. Each lesson of about 3 minutes had to be interactive, engaging and filled with relevant information.

To achieve this, together with the fantastic Typsy design team, we created case studies, added real-life examples from our hotel careers, built in quizzes and created worksheets that would support the participant in implementing what they had learned.

Next came production! For the ideal learning context, Typsy booked a hotel meeting room for our video shoot. We added as much realistic B-roll as possible, great footage in public areas of the hotel and eventually finished the course with lively, beautifully designed graphics. The course has been taken thousands of times and we are thrilled to know that it empowers sales talent around the world in achieving their goals.


Here is a link to the “Advanced hotel sales skills” course, available on Typsy: https://www.typsy.com/courses/advanced-hotel-sales-skills

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