Sales Shop Report Writing

Professionalism and Follow-up S a l e s P e r s o n P r o d u c t K n ow l e d g e a n d P r o f e s s i o n a l i sm 1. Displayed good product knowledge when questioned Yes 1 No 0 N/A 0 2. Was professional overall and used good telephone etiquette Yes 1 No 0 N/A 0 3. Returned calls promptly and was prepared Yes 1 No 0 N/A 0

4. Manager attempted to establish rapport via the use of some casual conversation and friendly interaction with the customer

Yes 1

No 0

N/A 0

5. Used Caller’s name at least once during the call

Yes 1

No 0

N/A 0

C o r r e s p o n d e n c e a n d S a l e s Ma t e r i a l s 6. Information was received in a timely basis Excellent 3 (W/in 24 hrs)

Good 2 (25 - 48)

Average 1 (49 - 72) Not Rcvd 0

Not Rcvd 0 (over 72)

N/A 0

7. All information promised by the Sales Person was received 8. Correspondence was personalized by addressing the specific details discussed on the phone S a l e s P e r s o n F o l l ow - u p 9. Followed up personally in a timely basis to pursue the business

Yes 1

No 0

N/A 0

Yes 1

No 0

Not Rcvd 0

N/A 0

Excellent 3 (w/in 4 days)

Good 2 (5 - 8)

Average 1 (>8)

Not Done 0

N/A 0

10. Identified why business was lost

Yes 1 Yes 1 Yes 1

No 0 No 0 No 0

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

11. Identified future business potential

12. Set action for future contact

Note: if Caller does not speak with Manager when declining to book, then questions #10, #11, and #12 are rated N/A and do not impact the score.

Score: 100% 13 points out of a possible 13

The following page will provide a brief recap of how the inquiry transpired. As part of the feedback, we will provide insight as to how the manager sells the brand. For the Westin Brand, the Core Values are 1) Personal, 2) Instinctive, and 3) Renewal.

The manager should not be saying this verbatim to the customer but rather should convey the brand value using the below key words in the process. For example, the manager should NOT say, “At the Westin we provide a personal touch that is instinctive to your needs.” This is just saying the 3 Core Values in a row. However, they can say something like, “Here at the Westin we provide an intimate environment that makes your guests’ stay special.” The Westin language assumes an intimacy with the audience. Ideas are expressed in brief phrases, richly endowed with meaning. Every word is carefully chosen to reflect its own deep significance. The language communicates sophisticated concepts using very few words.

Westin Brand Terminology

Replenish

Exhilarate

Respite

Aspiration

Refresh

Inspire

Revitalize

Transform

Restore

Energize

Catharsis

Rejuvenate

Retreat

Recharge

Elevate

Being

Becoming

Wellness

Presence

Intimate

Original

Distinction

Relationship

Individual

Identity

Custom

Regard

Unique

Inner

Characteristic

Particular

Distinguishing

Private

Special

Tendency

Appropriate

Perspective

Reflex

Perceptive

Knowing

Empowering

Internal

Sample Hotel 7/16/2012 0000s_071612_ss Carolyn Jones

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