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24 Confidential. For use by Hospitality Softnet Staff only
PRESENTATION
Sales Person was proactive in presenting rather than just answering Caller’s questions or just
quoting pricing and availability:
The manager should offer to describe the hotel or features that would be important to the caller without being
prompted to earn a yes. If the manager simply answers the questions the caller asks without taking any
initiative, this would be a no. If a manager asks us about buy factors, learns what they are and then
addresses them by discussing one or more features, this would earn a Yes rating. This can occur anytime
during the sales process including follow up calls.
Was able to knowledgeably describe and discuss the features upon request:
For a yes here, if the caller asked an open ended question about a feature, the manager should be able to
offer a detailed explanation. If the caller asked a closed ended question that could be answered with a yes
or no, less detail is required to score a Yes rating. If the caller did not ask a question, this is rated as N/A.
Presented the Hotel:
4. Presented the hotel vs. simply quoting pricing and
availability: Must use at least 5 features to get a
Excellent, 4 features to get a good, 2 to 3 features to
get an Average, and 0 to 1 features to get a Poor
Listen for this to see "how" they said it. Don't be
harsh, but if clearly it's not a "excellent" or a "good",
then don't rate it as that, but do give comments as to
why.
Excellent
3
Good
2
Average
1
Poor
0
N/A
0
Examples of what to say if they used enough features, but still didn't sound good.
While the manager did mention a number of features of the hotel, this was done very quickly and did not
incorporate any benefits. To help make the presentation more effective, we recommend that the manager
slow down a little bit and describe the features in better detail and incorporate benefit statements to help sell
the features more effectively.
or
Manager did provide some details on the hotel, however, to make the presentation more effective we
suggest the manager slow down a little and describe the features in a more enticing manner. This would
help the caller visualize how the hotel could meet their needs.
Example if didn't meet the required # of features:
Manager did provide some information on the hotel. However, to make the presentation more effective we
recommend the manager provide more details on the hotel. We also suggest that she incorporate more
benefit statements and describe the hotel in a more enticing manner. This would help convince the caller to
buy.
Made presentation in an interesting and detailed manner including:
Only some reports have this question. Be sure to check the boxes for all the areas covered. If the manager
does this skill well, they should not just list the items the hotel offers, but describe in an enticing way to earn
this point. The number of items discussed can also impact the score here.