FAQ

We train, evaluate, and benchmark sales teams in the hospitality and senior living industries. We work alongside your team to improve sales performance, strengthen customer interactions, and deliver measurable, sustainable results.

We offer a suite of tailored solutions including:

• Industry customized cohort training
• Sales training, coaching, and customized workshops
• Mystery shopping and sales evaluations
• Market intelligence and recruiting evaluations
• Audit services and quality-assurance reviews
• Data-driven benchmarking to compare your results against peers
• Strategy consulting to build a culture of “Vision of Sales Excellence”

Because we believe in relationships first. From our founding (1988 by Laurie Milnor & Nancy Bloch) to today, our mission has been to cultivate connections, empower teams, and deliver meaningful value—not just metrics. You’ll get honest insight, thoughtful collaboration, and a partner who cares about your long-term growth.

• We begin with an initial consultation to understand your goals, KPIs and culture.
• We design the evaluation or shop to reflect your real sales environment (prospect calls, site visits, events, etc.).
• Our trained evaluators complete the assessment using industry-proven tools and your customized metrics.
• You receive a clear report, including scores, insights, strengths, improvement areas and actionable next steps.
• If desired, we follow up with training/coaching to embed change and track results over time.

Absolutely. We design and deliver training that aligns with your brand, your people, and your business goals. Whether in-person or virtual, our programs are built to be engaging, actionable and tailored to your team’s strengths and improvement areas.

It depends on your goals, scope and scheduling—but we often begin the assessment phase within a few weeks of project approval. Contact us for a quick conversation and we’ll outline the timing together.

We work with a wide range—from boutique resorts to large senior-living operators and hotel companies. The common thread: a commitment to sales excellence, strong service standards and a desire to drive measurable growth.

Because every project is unique, we customize scope and pricing based on your needs: service type (evaluation, audit, training), number of locations or salespeople, and desired deliverables. We’ll provide a clear proposal upfront so you know what to expect in terms of investment and ROI.

Your trust is paramount. We treat all client data as highly confidential, and our processes comply with applicable privacy laws and best practices. Our privacy notice is available on our website, and we’re happy to provide additional assurances per your requirements.

Great! We’re always looking for part-time evaluators who have sales experience in hospitality or senior living and can work independently. On our Join Our Team page you’ll find the “Want to become an evaluator” form—fill it out, and we’ll reach out with next steps.

Just use our Contact Us page to send us a message, or call our main office. We’ll respond promptly and schedule a complimentary discovery call to understand your needs, discuss options and recommend the best path forward.

Founded in 1988 by Laurie Milnor & Nancy Bloch, ShopTalk20/20 has spent decades building expertise in hospitality and senior-living sales evaluations. Over the years we’ve expanded our services, refined our methodology, and grown into a trusted partner for companies who take sales performance seriously.