60 / 72
60
Professionalism and Follow-up
S a l e s P e r s o n P r o d u c t K n ow l e d g e a n d P r o f e s s i o n a l i sm
1. Displayed good product knowledge when questioned
Yes
1
No
0
N/A
0
2. Was professional overall and used good
telephone etiquette
Yes
1
No
0
N/A
0
3. If a message(s) was left, it was returned promptly and
Manager was prepared whenever speaking with the
customer
Yes
1
No
0
N/A
0
4. Manager attempted to establish rapport, for example
via the use of some casual conversation and friendly
interaction with the customer
Yes
1
No
0
N/A
0
5. Used Caller’s name more than once during the Sales
Process
Yes
1
No
0
N/A
0
Wr i t t e n F o l l ow - u p
6. Information was received in a timely basis
Excellent
3
W/in 3 days
Good
2
(4 - 5)
Average
1
(>5 days)
Not Rcvd
0
N/A
0
7. All information promised by the Sales Person
was received
Yes
1
No
0
Not Rcvd
0
N/A
0
8. Quality and presentation of correspondence
Excellent
3
Good
2
Average
1
Poor
0
N/A
0
9. Correspondence was personalized by addressing
the specific details discussed on the phone
Yes
1
No
0
Not Rcvd
0
N/A
0
S a l e s P e r s o n F o l l ow - u p
10. Followed up via phone personally in a
timely basis to pursue the business
Excellent
3
(w/in 4 days)
Good
2
(5 - 8)
Average
1
(>8)
Not Done
0
N/A
0
11. Identified why business was lost
Yes
1
No
0
N/A
0
12. Identified future business potential
Yes
1
No
0
N/A
0
13. Set action for future contact
Yes
1
No
0
N/A
0
Note: if Caller does not speak with Manager when declining
to book, then questions #11, #12, and #13 are rated N/A and
do not impact the score.
Score: 100%
14 points out of a possible 14
Sheraton Westport 1/8/2013 435_010813_jf Beverly Pruett