50 / 72
50 Confidential. For use by Hospitality Softnet Staff only
SAMPLE HOTEL
Check Points Plus Sample
Sales Quality Assurance Test Call
Prepared By
Shop Details
Location Shopped:
Hilton St. Louis Airport
Date of Shop:
5/10/2012
Sales Person:
Katie Kassel
Shop Type:
Sales
Hotel Type:
Upscale
Property ID
Code:
431
ADI:
St. Louis, Mo
Shop ID Code:
431_051012_mw
Brand
Hilton
Special Notation:
Sales Scenario
Market Segment:
SMERF
Attendees:
50
Client Name:
Ann Sagan
Flexibility:
Client is Flexible
Organization Name:
St. James United Methodist
Church
Competition:
Renaissance Airport;
Marriott Airport
Function:
Financial Retreat
Decision Date:
Immediate
Function Space Needs:
10/5/12 dinner; 10/6/12 and
10/7/12 meeting from 8 AM -
12:00 PM
Overnight Needs:
25 rooms arriving on
10/5/12 and departing on
10/8/12
Section
Possible Actual
%
Capture
Yes, effectively convinced the caller to book
this or future business
Greeting
8
7
88%
Qualification of Needs
20
10
50%
No, was not effective in gaining the caller’s
confidence for this or future bookings
Presentation
30
18
60%
Handling Objections
11
11
100%
Reachability Factor
100% Caller spoke to sales person on initial call
50% Receptionist took enough details to start
inquiry
Attempt to Close
25
23
92%
Professionalism
17
17
100%
0% Receptionist took minimal information
0% Caller was transferred into voicemail
If message left, it was returned in 1 hours
Total
111
86
77%