Sales Shop Report Writing

Handling Objections

I f a n Ob j e c t i o n Wa s No t R a i s e d 1.During the call

Manager did a nice job in selling the caller on choosing their facility and so an objection was not raised 5 Not Applicable, an objection was not raised and this section does not apply 0 An objection was raised, see questions 2 through 4 0

B a s i c S k i l l s 2. Confirmed their understanding of the objection and clarified what the caller was looking for (can be done via phone or email) 3. Acknowledged the objection and appeared interested in the caller's concern, showing empathy (can be done via phone or email) 4. Sold features and benefits in trying to overcome objection (these can be new ones or reiteration of previous ones discussed, can be done via phone or email)

Yes 1

No 0

N/A 0

Yes 1

No 0

N/A 0

Yes 3

No 0

N/A 0

Ob j e c t i o n Du e t o Me n u P r i c i n g o f $ 9 0 . 0 0 5. Sales Person responded to the objection by asking into the budget and offering an alternate menu option within Caller's budget. Manager sent a proposal with a customized menu priced at $85.00 per person.

6. If a concession was extended a reason for doing so was provided to maintain integrity (can be done via phone or email)

Yes 3

No 0 No 0

N/A 0 N/A 0

7. Overcame objection successfully Note: If a concession is extended as requested by the customer, but Question #4 and #6 are No, then this question #7 is will be rated as No even if Caller received what they wanted. This is because this jeopardizes the negotiating integrity of the hotel as the customer is given what they wanted without any attempt to explain why and without any attempt to sell the hotel further. Yes 3 8. Used a trial closing question to determine if the objection was overcome or if there were any other obstacles to address (can be done via phone or email) Yes 1 9. When responding with answer to the objection Manager first attempted to speak with the caller via phone vs. responding via email (If Manager attempted to call and a message was left and then Manager utilized email to respond, this question is rated as Yes. If objection was raised verbally & Manager replied immediately on that call, this question is Yes) Yes 2

No 0

N/A 0

No 0

N/A 0

Score: 93% 13 points out of a possible 14

Attempt To Close

1. Used trial closing question(s) during the course of the inquiry to lead up to the close 2. Summarized the features and benefits and/or what was discussed about their needs to help lead up to the close (does not impact score, but good skill to use)

Yes 2

No 0

N/A 0

Yes 0

No 0

N/A 0

3. Attempted to close on a

Definite or Tentative via Phone Call or Phone message 10

Definite or Tentative via Email 5

Other Logical Step 10

Not Done 0

N/A 0

Special Note: "Other Logical Step" option is for pieces of business where asking for a commitment during the course of the test call would not be appropriate. Simply offering a proposal does not earn points. Manager must have a definitive conversation in regards to ultimately closing on the business, and must follow through on the initial inquiry properly. C o r r e s p o n d e n c e 4. Offered to send a proposal or contract Yes 3 No 0 via Email N/A 0 5. Offered to send sales collateral Yes 1 No 0 via Email N/A 0 Ne x t S t e p 6. Before ending call, reiterated or confirmed next action to be taken Yes 2 No 0 N/A 0 7. Agreed upon a specific time frame to follow up Yes 2 No 0 N/A 0

Sheraton Westport 1/8/2013 435_010813_jf Beverly Pruett

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