THE INTRODUCTION OF THE SUGGESTIVE SELLING TRAINING
THE IMPLEMENTATION OF THE SUGGESTIVE SELLING TRAINING
PROGRAM FOR THE EMPLOYEES OF THE XYZ RESORT AND
CASINO
By
Thomas McComb
A Research Paper
Submitted in Partial Fulfillment of the
Requirements for the
Master of Science Degree in Training and Development
Approved for completion of 4 Semester Credits
198-750 Field Problem in Training and Development
_____________________
Research Advisor
The Graduate College
University of Wisconsin-Stout
November 1999
The Graduate College
University of Wisconsin-Stout
Menomonie, Wisconsin 54751
ABSTRACT
(Writer)
McComb
(Last Name)
Thomas
(First)
D_____
(Initial)
The Implementation of the Suggestive Selling Training Program for the__
Employees of the XYZ Resort and Casino_________________________
Training & Development Dr. Joe Benkowski
(Graduate Major)
(Research Advisor)
December 1999 65___
(Month/Year) (No. Pages)
Publication Manual of the American Psychological Association________
(Name of Style Manual Used in this Study)
The purpose of this field problem was to design and develop a
Suggestive Selling Training Program for the employees of XYZ Resort
and Casino.
The guest check average or sales per customer has fallen $1.45 in
the last six months. Managers and supervisors have requested a
Suggestive Selling program to train employees how to sell more items,
therefore increasing the guest check average. All restaurant employees
will use the Suggestive Selling program on the job.
The Suggestive Selling Training Program was created for the Food
and Beverage employees of XYZ Resort and Casino. The training
program was designed to help employees learn about suggestive selling
and teach them various techniques to help them boost sales.
Acknowledgements
The researcher Thomas D. McComb would like to thank the
following individuals who made this project possible.
To the managers, supervisors and employees for their invaluable
information and insights into the development of the Suggestive Selling
program and their honest, timely feedback concerning the techniques
used to deliver the Suggestive Selling program.
To Dr. Joe Benkowski, the Research Advisor who assisted in the
production of this report. Thank you for your support, advise and kick in
the rear when I needed it.
To my father, Craig McComb and Aunt Nan whose financial
contributions to my educational career has made it possible for me to
earn my Bachelor¡¯s and Masters Degrees. Through their guidance and
love, I have become the person I am today.
Finally, I would like to thank the brothers of Sigma Tau Gamma
Fraternity for giving me support and understanding while completing this
project. They have given me unconditional brotherhood and
opportunities for personal growth that have proved invaluable over the
nine years that I have been affiliated with their organization.
TABLE OF CONTENTS
Page
Abstract¡¡¡¡¡¡¡¡¡¡¡¡¡¡¡¡¡¡¡¡¡¡¡¡¡¡..ii
Acknowledgements¡¡¡¡¡¡¡¡¡¡¡¡¡¡¡¡¡¡¡¡¡..iv
Chapter 1
Introduction¡¡¡¡¡¡¡¡¡¡¡¡¡¡¡¡¡¡¡¡¡¡1
Background to the Problem¡¡¡¡¡¡¡¡¡¡¡¡¡¡¡.2
Statement of the Problem¡¡¡¡¡¡¡¡¡¡¡¡¡¡¡¡3
Research Objectives¡¡¡¡¡¡¡¡¡¡¡¡¡¡¡¡¡¡.3
Significance of the Study¡¡¡¡¡¡¡¡¡¡¡¡¡¡¡¡..4
Definition of Terms¡¡¡¡¡¡¡¡¡¡¡¡¡¡¡¡¡¡¡.4
Methodology¡¡¡¡¡¡¡¡¡¡¡¡¡¡¡¡¡¡¡¡¡¡5
Assumptions¡¡¡¡¡¡¡¡¡¡¡¡¡¡¡¡¡¡¡¡¡¡5
Limitations¡¡¡¡¡¡¡¡¡¡¡¡¡¡¡¡¡¡¡¡¡¡¡6
Summary¡¡¡¡¡¡¡¡¡¡¡¡¡¡¡¡¡¡¡¡¡¡¡..6
Chapter 2
Review of Related Literature¡¡¡¡¡¡¡¡¡¡¡¡¡¡¡.8
An Overview of Suggestive Selling¡¡¡¡¡¡¡¡¡¡¡¡..8
The Need for Suggestive Selling¡¡¡¡¡¡¡¡¡¡¡¡¡.11
Selection Criteria for Suggestive Selling Training Program¡¡12
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