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35 Confidential. For use by Hospitality Softnet Staff only
When More Than One Person From the
Hotel Handle an Inquiry
Despite efforts to deal with one person, often others may do part of the call. If this happens, b
ase the
scoring and answers on how the "
overall
" call was handled
by all individuals
. When typing the
comments, be sure to indicate who said what and when the call was turned over to another person.
Use the manager's names vs. the term "Manager", so it's easy to see who did what.
For example:
QUALIFICATION COMMENTS:
Debra began the qualification process by asking.... (explain what was said)..... At the end of the
conversation, Debra then said she would be passing the inquiry on to another sales person. She then
transferred Caller to Janet Dowson. From this point forward, Janet handled the inquiry. When Janet spoke
to Caller, she confirmed the details discussed with Debra. She then went on to ask some additional
questions.....
Assume Manager #1 qualified, and then turned over to another sales person, despite the attempt to keep
working with Manager #1. In the presentation section, both sales people did some presenting. This is a
sample of how to handle that-
PRESENTATION COMMENTS:
After Debra qualified the basic needs of the inquiry, she said she would be turning the call over to Janet
Dowson. Caller asked if Debra could assist her, as she was in somewhat of a rush and did not want to have
to review everything with this other sales person. Debra agreed to answer Caller's questions and proceeded
to give some information on the hotel. She....(whatever she said). Manager then explained that Janet would
be able to confirm the pricing and would get back with Caller that day. When Janet contacted Caller she
confirmed the details discussed with Debra. She then proceeded to present the hotel. She explained to
Caller.......(whatever she said)..................
When this situation happens, we then have to then switch to using the sales people's names to
avoid confusion - rather than using “Manager.”
On page one of the report under Sales Manager, you will fill in both manager's names or if space does not
permit full names, you may use the first initial and last name of each manager.
Below are some examples you can
review on your own