Sales Shop Report Writing

Greeting

S w i t c h b o a r d 1. Number of rings before answer 4

Answered in four rings or less

Yes 0 Yes 0

No 0 No 0

N/A 0 N/A 0

2. Number of seconds on hold

0

Caller placed on hold

3. Caller on hold sixty seconds or less

Yes 0 Yes 0 Yes 0 Yes 0

No 0 No 0 No 0 No 0

N/A 0 N/A 0 N/A 0 N/A 0

4. Operator’s greeting was polite and friendly

5. Operator’s greeting was easily understood

6. Operator transferred the call promptly & appropriately

S a l e s o r C a t e r i n g D e p a r t m e n t 7. Number of rings before answer 4

Answered in four rings or less

Yes 1 Yes 0

No 0 No 0

N/A 0 N/A 0

8. Number of seconds on hold 19

Caller placed on hold

9. Caller on hold sixty seconds or less

Yes 1 Yes 1 Yes 1

No 0 No 0 No 0 No 0

N/A 0 N/A 0 N/A 0 N/A 0

10. Greeting was polite and friendly

11. Greeting was easily understood

12. If Sales Person not available, receptionist obtained pertinent details of inquiry in addition to name and phone number Yes 1 13. If a message had to be left, call was returned within 24 hours Yes 5

No 0

N/A 0

Score: 100% 4 points out of a possible 4

Qualification of Needs

1. Asked objective of event or travel (for wedding inquiries this is N/A)

Yes 1

No 0

N/A 0

2. Asked all necessary questions about specific needs for event or travel (i.e. overnights, food and beverage, times and dates, set-up style and A.V. Will vary depending upon type of group. For BTSM it would be # annual roomnights, arrival/departure patterns, Months travel occurs, # ppl in room, commissionable or non-commissionable rate)

Excellent 4

Good 3

Average 2

Poor 1

N/A 0

3. Uncovered history of event/travel (N/A for wedding inquiries)

Yes 1 Yes 1 Yes 1

No 0 No 0 No 0

N/A 0 N/A 0 N/A 0

4. Asked about the budget or price expectation prior to quoting pricing 5. Asked if Caller was flexible with their dates before checking availability (for BTSM inquiries this is N/A) 6. Probed to learn about the organization or department w/in organization or Caller’s role in the organization (for callers not with an organization this is N/A)

Yes 1

No 0

N/A 0

7. Uncovered the decision maker

Yes 1 Yes 2

No 0 No 0 No 0 No 0 No 0 No 0 No 0 No 0 No 0 No 0

N/A 0 N/A 0 N/A 0 N/A 0 N/A 0 N/A 0 N/A 0 N/A 0 N/A 0 N/A 0

8. Uncovered the decision date

9. If details were taken by receptionist, Sales Person was knowledgeable of them and recapped at least one of them Yes 1

10. Uncovered buy factors, what is most important when choosing a hotel

Yes 2 Yes 1 Yes 1 Yes 1 Yes 3 Yes 1

11. Asked if Caller was familiar with the hotel

12. BONUS POINT Inquired about potential future needs for either their hotel or for sister properties 13. BONUS POINT Asked how Caller heard about them

14. Used at least 2 open-ended questions

15. Utilized good listening skills

16. Showed a genuine interest in understanding Caller’s needs Yes 1

Score: 84% 16 points out of a possible 19

Sheraton Westport 1/8/2013 435_010813_jf Beverly Pruett

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