22 / 72
22 Confidential. For use by Hospitality Softnet Staff only
Individual Business Travel (no meetings involved)
To get
Excellent
, they need to all below
Good
would be all but miss 1.
Average
all but miss 2.
Poor
miss 3 or more.
# annual roomnights,
arrival/departure patterns,
Months travel occurs,
# ppl in room,
commissionable or non-commissionable rate
Uncovered history of event or travel:
This question scores if the manager asked where your organization has met in the past, or if this meeting
has been held in the past and if so, where was it held? It could also be uncovering what types of hotels or
hotel brands the company utilizes on a regular basis. Asking if the caller is familiar with this hotel or this
brand is not enough to determine history. There needs to be a specific conversation about this event in the
past, or the company’s travel preferences previous to this event.
Uncovered Budget:
The manager must ask the caller if they have a budget expectation for this event. The manager must ask
what the budget is. Even if the caller does not provide the information, if the manager asks the specific
question, they would earn this point.
Asked if dates were flexible:
When manager questions the caller about their specific needs, they should also ask if the caller’s dates are
flexible.
Probed to learn about the caller’s organization or Caller's role:
The manager should attempt to find out some specific information about the company or organization
planning the meeting. The caller's job title or the type of business the company handles or how long the
caller has worked with the company are examples of this.
Uncovered the Decision Maker:
To earn a “Yes” here, the manager must ask a question such as:
“How will the decision process work?” (must uncover WHO is making the decision)
“Will you be making the final decision?”
Uncovered Decision Date:
A specific date or timeline to make the decision must be uncovered by the manager in order to be scored
Yes for this question.
“Who will be making the final decision in regards to this event?”
Manager recapped the details of the event as obtained by the assistant:
To receive a Yes here, the manager should repeat back the information collected by the assistant at the
beginning of the call to ensure that all of the notes are accurate. This would apply if an assistant were
spoken to at any time during the shop call, not just the first call.
Uncovered Buy Factors:
Buy factors are items that are important to the customer or group when choosing a hotel. They can vary
depending on the type of group. The manager must uncover these to earn the point for this question, and
they may also use them later in the call when presenting the hotel to the caller. But for this question, the
manager only needs to uncover what they are. Please see the following page for examples. If Manager
assumes the buy factors without agreement from the caller, this is rated No.
Asked if Caller is familiar with hotel:
If the manager asks if you have been to his hotel or if you have visited the hotel's website, this would be
rated "yes".
Uncovered Future event needs:
Manager should also try to determine any additional business opportunities with the organization. Offering to
place the current business at a sister hotel does not earn a "yes" rating. Manager must do more than tell
about the other hotels and needs to ask if the caller has a need for the other hotels.