Worked brilliantly. A scenario everyone could relate to, so they all understood the ‘process’, but really got them thinking about the questions they ask, the way they phrase them and how/if they listen!

The ‘speed’ of the activity generated lots of energy. I used it after lunch as a great way to review pre-lunch learning and to liven the group up in the post-food slump. And the de-brief section of the trainer notes, contained really helpful guidance.

Terrific all-round communication skills exercise.

I used the Happy Holidays exercise during a Sales Fundamentals programme for people working in a high pressure, high target sales situation. It worked brilliantly.

The exercise is really simple to run – and as the delegate is taking the part of both the customer and travel agent at different times – they are noticing what questions work, and, of course, which don’t.

The learning highlights for me were:

How many delegates noticed they used questioning as a “checklist” or questionnaire – using mostly closed questions.
How poor the note taking was to allow them to match the holidays to the customer needs.
How often they were trying to move into the “sale” before getting the information – even though they were told not to.
Not listening to the customer’s answers.

All in all, a quick, high energy game which gets everyone involved. Even the 2 delegates who acted as observers got a huge amount from the exercise.

Thanks again Glasstap!