Sales Shop Report Writing

Overview of “The Sales Process” and how the Inquiry was handled Upon phoning the hotel, the caller asked for the Catering Office and was transferred directly to the manager. Caller stated she would like to get some information on a wedding and the manager stated she would be happy to help. Manager asked if Caller had a specific date and if she was familiar with the hotel. The caller told Manager she was gathering information for her sister's wedding. The manager stated April was becoming a busy month for weddings, checked availability and stated the caller's date was not available. Manager stated the hotel had one ballroom and asked if the caller was flexible on the date. Manager offered two alternate date options for Caller. Next, the manager explained the hotel is located directly in the airport terminal and is quiet. The manager asked if Caller has a list of questions for her or if she preferred Manager explain the options available at her hotel. Manager suggested Caller look up the hotel website when she has a chance. The manager described the Atrium lobby area in detail, talked of the bridge that was built across the reflecting pool, the bamboo trees and mentioning that the area has a Zen feel. Manager offered to email pictures to Caller. The manager explained the hotel created most menus based upon the client's budget. Manager stated the basic package includes four hours of open bar, plated entree, light sweet table, an hour of hors d'oeuvres and bar before the dinner and is approximately $70.00 per person. Caller objected, saying the price sounded a bit high. Manager responded, stating the package can be customized based upon the bride and groom's budget and this package was a basic idea of pricing. Manager asked if the ceremony location had been selected yet. Next, the manager uncovered the caller's information, asked if the wedding couple was located in the local area and if they would need any overnight rooms. The manager offered a $99.00 sleeping room rate. She said that valet parking was complimentary to overnight guests and $5.00 for guests coming to the reception for the day. Manager offered to set up an on-site appointment with the caller, saying she would be available nights and weekends if that is preferred. The manager explained the kid's meal pricing. Manager stated there would be no charge for the ballroom, explained the size of the room, asked the number of guests attending and stated they offer a complimentary parquet dance floor. Manager explained in detail the procedure for vendors to deliver equipment to the hotel. The manager asked if the caller was looking at any other hotel facilities. Manager stated the hotel had a restaurant and lounge on property that was open 24 hours a day in case anyone needed a snack after the reception. The manager asked if Caller had any questions. The caller asked if there was a changing room available and the manager said they offer a complimentary hospitality suite for the bride, and the groom can use an extra-large bathroom by the ballroom that does not get used much on weekends. The manager told Caller that the hotel offered a complimentary suite for the bride and groom on the reception night and that strawberries and a congratulatory card would be delivered. Manager offered to help the bride set up the honeymoon at any sister property and explained the complimentary park and fly package available, which most of their competitors did not offer. Manager uncovered the two competitor properties as Marriott and Crowne Plaza, asked if the caller was familiar with them and stated they are nice but not as nice as her property. The manager stated both competitor properties are located off the airport property. Manager asked if Caller had any other questions and if there was a decision date. Manager left a message offering a contract. Caller declined via voicemail. The test call was closed out.

Overview of how the features and benefits of the Brand were sold

Manager was proactive in talking about what special programs the brand offered and used some brand language when presenting features and benefits.

OR if no brand terms from the previous page were used, please type something like this;

During this call the manager did not make use of brand terminology.

The Salesperson's best skills demonstrated on this call include the following Manager did a good job uncovering many of the event particulars including event specifics, the decision making process and familiarity with the hotel. The manager did a nice job attempting to cross sell her sister properties by offering to help the bride set up her honeymoon. Caller was told of many features and their corresponding benefits of the hotel. Manager found out the competition and explained in a positive way the benefits of her hotel. By asking trial close questions throughout the conversation the manager was able to gauge if the caller was interested in what Manager was proposing. Manager was proactive in emailing a proposal and arranging a time to follow up, and did well attempting to win the sale. Skills in most need of improvement include the following While the manager did many things well, we have a few suggestions for the future. We recommend the manager uncover the caller's budget prior to quoting pricing and date flexibility before checking space. This will place the manager in a better position to effectively present her hotel to the caller and avoid possible price resistance. It is important for the manager to learn of Caller's buy factors as this will help Manager gear her presentation toward the caller's specific needs. When faced with a resistance to rate, it may be helpful for Manager to ask a question to confirm her understanding of the caller's price resistance before moving on. While the manager offered a workable solution to the objection, we suggest she use features and benefits to show the price value of the hotel.

Sheraton Denver Downtown 10/19/2012 5785s_101912_jn John Murtha

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