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57 Confidential. For use by Hospitality Softnet Staff only
Greeting
S w i t c h b o a r d
1. Number of rings before answer 4
Answered in four rings or less
Yes
0
No
0
N/A
0
2. Number of seconds on hold
0
Caller placed on hold
Yes
0
No
0
N/A
0
3. Caller on hold sixty seconds or less
Yes
0
No
0
N/A
0
4. Operator’s greeting was polite and friendly
Yes
0
No
0
N/A
0
5. Operator’s greeting was easily understood
Yes
0
No
0
N/A
0
6. Operator transferred the call promptly & appropriately
Yes
0
No
0
N/A
0
S a l e s o r C a t e r i n g D e p a r t m e n t
7. Number of rings before answer 4
Answered in four rings or less
Yes
1
No
0
N/A
0
8. Number of seconds on hold 19
Caller placed on hold
Yes
0
No
0
N/A
0
9. Caller on hold sixty seconds or less
Yes
1
No
0
N/A
0
10. Greeting was polite and friendly
Yes
1
No
0
N/A
0
11. Greeting was easily understood
Yes
1
No
0
N/A
0
12. If Sales Person not available, receptionist obtained pertinent
details of inquiry in addition to name and phone number
Yes
1
No
0
N/A
0
13. If a message had to be left, call was returned within 24 hours
Yes
5
No
0
N/A
0
Score: 100%
4 points out of a possible 4
Qualification of Needs
1. Asked objective of event or travel
(for wedding inquiries this is N/A)
Yes
1
No
0
N/A
0
2. Asked all necessary questions about specific needs for
event or travel
(i.e. overnights, food and beverage, times and dates, set-up
style and A.V. Will vary depending upon type of group. For BTSM it would be #
annual roomnights, arrival/departure patterns, Months travel occurs, # ppl in room,
commissionable or non-commissionable rate)
Excellent
4
Good
3
Average
2
Poor
1
N/A
0
3. Uncovered history of event/travel
(N/A for wedding inquiries)
Yes
1
No
0
N/A
0
4. Asked about the budget or price expectation prior to
quoting pricing
Yes
1
No
0
N/A
0
5. Asked if Caller was flexible with their dates
before
checking availability
(for BTSM inquiries this is N/A)
Yes
1
No
0
N/A
0
6. Probed to learn about the organization or department w/in
organization or Caller’s role in the organization
(for callers not
with an organization this is N/A)
Yes
1
No
0
N/A
0
7. Uncovered the decision maker
Yes
1
No
0
N/A
0
8. Uncovered the decision date
Yes
2
No
0
N/A
0
9. If details were taken by receptionist, Sales Person was
knowledgeable of them
and recapped at least one of them
Yes
1
No
0
N/A
0
10. Uncovered buy factors, what is most important when
choosing a hotel
Yes
2
No
0
N/A
0
11. Asked if Caller was familiar with the hotel
Yes
1
No
0
N/A
0
12.
BONUS POINT
Inquired about potential future needs for
either their hotel or for sister properties
Yes
1
No
0
N/A
0
13.
BONUS POINT
Asked how Caller heard about them
Yes
1
No
0
N/A
0
14. Used at least 2 open-ended questions
Yes
3
No
0
N/A
0
15. Utilized good listening skills
Yes
1
No
0
N/A
0
16. Showed a genuine interest in understanding Caller’s needs
Yes
1
No
0
N/A
0
Score: 84%
16 points out of a possible 19
Sheraton Westport 1/8/2013 435_010813_jf Beverly Pruett