55 / 72
55 Confidential. For use by Hospitality Softnet Staff only
SAMPLE HOTEL HOSPITALITY
Pro Points
Sales Quality Assurance Test Call
Shop Details
Location Shopped:
Sheraton Downtown
Date of Shop:
1/8/2013
Sales Person:
Beverly Pruett
Shop Type:
Catering
Hotel Type:
Upscale
Property ID
Code:
435
ADI:
St. Louis, MO
Shop ID Code:
435_092513_jf
Brand
Sheraton
Special Notation:
Sales Scenario
Market Segment:
Social Catering
Attendees:
100
Client Name:
Karen O'Brien
Flexibility:
Client is Flexible
Organization Name:
O'Brien Wedding Anniversary
Competition:
Hilton St. Louis, Courtyard St.
Louis Westport
Function:
Reception & Dinner
Decision Date:
Immediate
Function Space Needs:
July 19, 2014 reception and
plated dinner
Overnight Needs:
3 rooms arriving July 19, 2014
and departing July 20, 2014
Score Summary
Section
Possible Actual
%
Capture
Yes, effectively convinced the caller to book this or
future business
Greeting
4
4
100%
Qualification of Needs
19
16
84%
No, was not effective in gaining the caller’s
confidence for this or future bookings
Presentation
23
22
96%
Handling Objections
14
13
93%
Reachability Factor
100% Caller spoke to sales person on initial call
50% Receptionist took enough details to start
inquiry
Attempt to Close
20
18
90%
Professionalism
14
14
100%
0% Receptionist took minimal information
0% Caller was transferred into voicemail
If message left, it was returned in N/A total hours
Total
94
87
93%
Financial Summary