Sales Shop Report Writing

Greeting

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

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 and 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 1

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 0

Caller placed on hold

9. Caller on hold sixty seconds or less

Yes 1 Yes 1 Yes 1

No 0 No 0 No 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 to pass on to Sales Person 13. If a message had to be left, call was returned within 8 business hours (business hours are 8 am to 5 pm)

Yes 1

No 0

N/A 0

Yes 5

No 0

N/A 0

Score: 100% 3 points out of a possible 3

Qualification of Needs

1. Asked purpose of event or travel

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. Will vary depending upon type of group)

Yes 4

No 0

N/A 0

3. Uncovered history of event or travel

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

No 0 No 0 No 0 No 0 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 N/A 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 during initial qualification 6. Learned or asked questions about the organization

7. Uncovered the decision maker

8. Uncovered the decision date

9. If details were taken by receptionist, Sales Person was knowledgeable of them and recapped them 10. Uncovered buy factors, what is most important to the prospect

11. Asked if Caller was familiar with them

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. Utilized at least 2 open-ended questions

15. Utilized good listening skills

16. Showed a genuine interest in understanding and meeting the caller’s needs

Score: 85% 17 points out of a possible 20

64

Sample Hotel 7/16/2012 0000s_071612_ss Carolyn Jones