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31 Confidential. For use by Hospitality Softnet Staff only
OVERVIEW of the Sales Process and How the Inquiry was Handled
You will play the recording and type as you go, pausing and rewinding when needed to ensure you have
heard the transaction accurately. The focus of the writing is to relay what the manager said and asked, in
the order in which it occurred. We use full sentences and avoid abbreviations, quotations and contractions.
This section is to include a synopsis of all interactions including
the initial call
all conversations with Manager
correspondence received
pricing quoted
and should finish with a sentence similar to "The test call was closed out".
There are a few items to include when the caller says them. They should be written in the order in which
they occurred (if the caller says them). They include
the buy factors
the competition
the objection
any questions Caller asks
any budget parameters Caller states
Please refer to the sample reports in this manual.
OBSERVATIONS of Strengths and Areas Needing Improvement
This is a two paragraph section. The first paragraph offers praise for skills with a "Yes" or "Excellent" rating
on the report. Please select the questions with the higher point values to write about in the case where there
are many positive ratings. A good rule of thumb is 2-3 sentences devoted to each section on the report -
Qualification, Presentation, Handling Objections Attempt to Close and Professionalism. We suggest
scrolling through the report sections (not the Overview) and commenting on the ratings in the order they
appear on the report.
The second paragraph offers recommendations on skills with a "No" or "Poor" rating on the report. Please
select questions with the higher point values to write about in the case where there are many negative
ratings. We suggest scrolling through the report (not the Overview) and commenting on the ratings in the
order they appear on the report.
In this paragraph each recommendation should be followed up with a
reason why
that step is important.
You may refer to the RECCOMENDATIONS section in this manual
for assistance and variety in these reasons.
NOTE: The second paragraph should start with a positive, motivating sentence such as
"Caller was convinced to place her business with the manager. To further improve we suggest....
"The manager did some things well, however it is recommended that she fully qualify the call by
uncovering....."
"On this call, the manager did an excellent job in certain areas. For future sales inquiries, we
suggest the manager....."
Please refer to the sample reports in this manual.