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59 Confidential. For use by Hospitality Softnet Staff only
Handling Objections
I f a n Ob j e c t i o n Wa s No t R a i s e d
1.During the call
Manager did a nice job in selling the caller on choosing their facility and so an
objection was not raised
5
Not Applicable, an objection was not raised and this section does not apply
0
An objection was raised, see questions 2 through 4
0
B a s i c S k i l l s
2. Confirmed their understanding of the objection and
clarified what the caller was looking for
(can be done via phone
or email)
Yes
1
No
0
N/A
0
3. Acknowledged the objection and appeared interested in
the caller's concern, showing empathy
(can be done via phone or
email)
Yes
1
No
0
N/A
0
4. Sold features and benefits in trying to overcome
objection
(these can be new ones or reiteration of previous ones discussed, can
be done via phone or email)
Yes
3
No
0
N/A
0
Ob j e c t i o n Du e t o Me n u P r i c i n g o f $ 9 0 . 0 0
5. Sales Person responded to the objection by asking into the budget and offering an alternate menu option within Caller's
budget. Manager sent a proposal with a customized menu priced at $85.00 per person.
6. If a concession was extended a reason for doing so
was provided to maintain integrity
(can be done via phone or
email)
Yes
3
No
0
N/A
0
7. Overcame objection successfully
Note: If a concession is extended as
requested by the customer, but Question #4
and
#6 are No, then this question #7 is will be
rated as No even if Caller received what they wanted. This is because this jeopardizes the
negotiating integrity of the hotel as the customer is given what they wanted without any
attempt to explain why and without any attempt to sell the hotel further.
Yes
3
No
0
N/A
0
8. Used a trial closing question to determine if the objection
was overcome or if there were any other obstacles to
address
(can be done via phone or email)
Yes
1
No
0
N/A
0
9. When responding with answer to the objection Manager first
attempted to speak with the caller via phone vs. responding
via email
(If Manager attempted to call and a message was left and then Manager
utilized email to respond, this question is rated as Yes. If objection was raised verbally &
Manager replied immediately on that call, this question is Yes)
Yes
2
No
0
N/A
0
Score: 93%
13 points out of a possible 14
Attempt To Close
1. Used trial closing question(s) during the course of the
inquiry to lead up to the close
Yes
2
No
0
N/A
0
2. Summarized the features and benefits and/or what was
discussed about their needs to help lead up to the close
(does not impact score, but good skill to use)
Yes
0
No
0
N/A
0
3. Attempted to close on a
Definite or Tentative
via Phone Call or
Phone message
10
Definite or
Tentative via
5
Other
Logical Step
10
Not
Done
0
N/A
0
Special Note: "Other Logical Step" option is for pieces of business where asking for a commitment during the course of the test call would not be appropriate. Simply offering a
proposal does not earn points. Manager must have a definitive conversation in regards to ultimately closing on the business, and must follow through on the initial inquiry
properly.
C o r r e s p o n d e n c e
4. Offered to send a proposal or contract
Yes
3
No
0
via Email
N/A
0
5. Offered to send sales collateral
Yes
1
No
0
via Email
N/A
0
Ne x t S t e p
6. Before ending call, reiterated or confirmed next action to be
taken
Yes
2
No
0
N/A
0
7. Agreed upon a specific time frame to follow up
Yes
2
No
0
N/A
0
Sheraton Westport 1/8/2013 435_010813_jf Beverly Pruett