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28 Confidential. For use by Hospitality Softnet Staff only
Summarized features and benefits and/or what was discussed about their needs to help lead up to
the close:
The manager can either offer a recap of some features/benefits that he previously mentioned AND/OR offer
a summary of the caller's needs to earn a Yes rating. If the manager introduced new features/benefits just
before ending the call, this would not be considered a summary.
Attempted to close on a:
Definite Commitment -
A
definite
commitment would constitute the manager asking if he/she can
book the rooms or space, or if they can send a
contract
. Offering to send a
proposal
is
not
considered an attempt to close.
Tentative Commitment -
A
tentative
commitment means they offered to “tentatively” book the
rooms or space. They may offer to put the space on hold or pencil you in. If the manager phones to
follow up and asks "if you have made a decision," please award points for a tentative commitment.
Other Logical Step -
Other Logical Step is rarely used!!! Basically, just ignore it for now!!
Not Done –
If the manager does not attempt to close at all prior to the close out date, score as No.
N/A –
As long as you completed the call, this will not be used.
Frequently Asked Questions About Attempt to Close
What happens if the close doesn’t happen during the first call?
They can ask about the caller's decision “live”, in a voicemail message left or via email. However, if they
follow up to ask if the caller received the email sent, this is not considered aggressive enough and they do
not receive credit for attempting a close. It has to be clear that they are trying to get a commitment. If in
doubt, simply check with your coach.
Attempt to close via email:
We will give credit when a sales person asks for the business via email unless otherwise noted on the
template. However, they must word the email with the same criteria we use for a phone conversation or
voicemail. So we are looking for the sales person to ASK in their email if they can send a contract, place a
tentative hold on the space or ask if you are ready to make a decision.
If the manager says the caller should
contact them if they want to hold space, this would not count as an attempt to close because the manager
did not ask to hold space.
Also, when the sales person asks for the business via email and is awarded a
Yes score, please offer a recommendation that the sales person ask for the business during the initial
conversation with the caller as this is a much stronger way to secure the business.
Sales person does not try to close on the initial call, however, they call to follow up on a decision:
When they ask about your decision they will be given credit for an attempt to close. So you always want to
pay attention to what they say when they follow up, or even what they say in the message left for you as
noted in the chronology. If it asks about your decision, give them credit for closing. Note in your Chronology
why they followed up and also note this in the Attempt to Close section.
Sales person does not try to close in the initial call, however, they forward a contract:
-If they also personally via phone follow up on this contract for a decision, they get rated as closing.
-If they just send the contract without verbally closing on the first call, and they never call to follow up on this
contract, or they do not have some type of attempt to close in the cover email message, they do NOT get
credit for closing.