Sales Shop Report Writing

Objection Due to… (fill in specifically what the caller objected to) This is typed as a Header with each word starting with a capital letter and no period. Always be sure this

statement is filled in whenever an objection is made. For example: Objection Due to Room Rate of $149.00

Sales Person responded to the objection by... (fill in what the manager did or said here) Always be sure this statement is completed and formed as a full sentence. This recaps how the manager addressed the objection and should include the final outcome which may have occurred during follow up. If a concession was extended, a reason for doing so was provided to maintain integrity: It’s possible this question could be scored as N/A if the manager didn’t offer a concession . A concession can be either a price reduction, or something of value added with the price staying the same in order to overcome the objection (suite upgrade, amenities, breakfast included, etc.).  If they did lower their pricing or give the customer something extra, did they give a good reason to do so in order to maintain a win-win solution and in order to maintain price integrity? (Score Yes) Or did they just drop the price for no reason, thus possibly losing price integrity? (Score No) Overcame Objection Successfully: The manager is considered as having overcome the objection successfully if they lower the rate using one of the strategies OR if they “sold” you on the rate again employing one of the strategies (using features and benefits to reinforce value, offering alternative dates, or offering a concession). Pay attention to any notes on the template with regards to how rate this question based on how you rated the questions above. Used a trial closing question to determine if the objection was overcome or if there were any other obstacles to address: Did manager end the discussion on the objection by asking a question such as, “Do you think that would work for your group?” Or “Do you think your boss would accept that?” Or “How does that sound?” These questions enable the manager to know if the client’s objection has been overcome or if further discussion is necessary. If they don’t ask any questions like this, they would earn a No. These questions must be asked in conjunction with the objection, separate from any other general trial closing questions. Offered alternative dates when they could be more flexible: Sometimes the manager will counter the objection by advising you that if the group arrives in a certain month or day of the week the rate will be lower. This is another strategy they can employ versus lowering the rate or offering a concession. NOTE: For questions on space availability and objections, any where that you see steps may be done verbally or in writing, be sure to review ALL WRITTEN correspondence from the hotel carefully. This includes the body of emails and all attachments. Used trial close question(s) during the course of the inquiry: The manager is to periodically test the caller’s interest in the features being discussed and/or any pricing that has been quoted. They then know when it is appropriate to proceed to a final close. These are to be separate from trial closing questions used when overcoming an objection. Sample trial close questions include:  “Do you think this menu would work for your group?”  “Do you feel this would fit your budget?”  “If I can lower the rate to $XX.XX, would you be able to confirm this on a definite or tentative basis?”  “Do you think this incentive program is of interest to you?”  "Is the 24 hour business center something that sounds appealing for this group?" ATTEMPT TO CLOSE If they held firm to their pricing and/or did not offer a concession of any kind (which can be OK), this question is rated N/A.

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